Infobip launches AI-powered CXOP to transform customer conversations

Dar es Salaam. In a bold move set to reshape digital customer engagement, global cloud communications platform Infobip has launched its newest innovation — the Conversational Experience Orchestration Platform (CXOP).

The platform, unveiled on June 16, 2025, introduces a new era of intelligent, hyper-personalized customer interactions powered by agentic artificial intelligence (AI).

At the heart of CXOP lies a network of autonomous AI agents capable of understanding context, sentiment, and user intent. Unlike traditional rule-based automation tools, these agents can adapt dynamically, delivering empathetic, real-time conversations across key customer-facing domains such as marketing, sales, and customer support. Whether a customer is interacting via WhatsApp, RCS, web chat or other channels, CXOP ensures a fluid, consistent experience throughout the journey.

The platform is built using Microsoft Azure OpenAI Foundry Models, which enables it to leverage advanced AI technology in orchestrating customer conversations. This strategic collaboration between Infobip and Microsoft gives CXOP both the power and scalability to serve global enterprises while maintaining secure and seamless integration.

Speaking during the launch, Ivan Ostojić, Chief Business Officer at Infobip, emphasized the platform’s transformative potential. “CXOP enables enterprises to move beyond static workflows and deliver intelligent, empathetic interactions at scale. It’s a foundational step toward building AI-first customer experiences that drive measurable business impact,” he said.

The capabilities of CXOP are far-reaching. It empowers businesses to significantly reduce service response times and operational costs through automation. Marketing teams can boost campaign performance with real-time personalization, while sales departments can increase lead conversion rates through intelligent, context-aware engagement. In more complex customer service scenarios, the platform offers hybrid support by allowing human agents to intervene, ensuring that the customer journey remains seamless and satisfactory.

Another standout feature of CXOP is its flexibility. Businesses can deploy the solution using no-code or full-code options, allowing for rapid adoption regardless of technical capability. This makes it particularly attractive to enterprises looking to accelerate digital transformation without overhauling existing systems.

Microsoft has expressed strong support for CXOP, with Myladie Stoumbou, Senior Director of ISV Partnerships, describing the platform as “an enhancement for customer experiences” that simplifies vendor management through its availability on the Microsoft Azure Marketplace.

The launch of CXOP further cements Infobip’s leadership in the global Communications Platform as a Service (CPaaS) space. Over the past year, the company has earned several accolades, including recognition as a Leader in the Omdia CPaaS Universe Report (April 2025) and in the Gartner Magic Quadrant for CPaaS for two consecutive years. Infobip was also recently featured on Fast Company’s list of the World’s Most Innovative Companies.

Since its founding in 2006, Infobip has built a reputation for delivering scalable communications solutions across six continents. Its infrastructure supports over seven billion mobile devices through a network of more than 9,700 connections — over 800 of which are direct operator links. This vast global reach enables Infobip to offer integrated, reliable services tailored to the demands of businesses in both emerging and developed markets.