Global cloud communications company Infobip has launched a new AI-driven platform aimed at transforming how businesses talk to their customers. Called the Conversational Experience Orchestration Platform (CXOP), the system replaces old-fashioned chatbot scripts with smart agents that understand goals and take action. Built on Microsoft Azure OpenAI technology, CXOP is designed to help businesses deliver faster, more personal service across WhatsApp, web chat, and other channels. “It’s a step toward truly intelligent customer experiences,” said Ivan Ostojić, Chief Business Officer at Infobip. The platform is now available globally through the Microsoft Azure Marketplace.
How CXOP Reimagines Customer Conversations?
CXOP marks a major shift in how businesses handle customer messages. Instead of relying on preset rules, it uses “agentic AI”, smart agents that understand intent and adapt to each user. These agents guide people through conversations, offer solutions, and call in humans when needed. That means smoother service and fewer dropped calls or unanswered chats.
The platform works across all major channels, including WhatsApp, RCS, SMS, and web chat. It blends AI, automation, and human support in one place. Companies can choose between no-code setups for quick launches or full-code deployments for more control. “CXOP enables enterprises to move beyond static workflows,” said Ostojić. “It helps deliver intelligent, empathetic interactions at scale.” The system can also read emotion and intent in real time, helping brands respond with more care and speed.
Infobip Early Results and Remaining Hurdles
Early results show promise. Companies using CXOP report faster response times, lower service costs, and better campaign performance. Infobip claims the tool can also boost lead conversions by making messages more timely and personal. One telecom provider saw a 40% drop in support ticket volume after using the system to automate common questions. Myladie Stoumbou from Microsoft added that using certified tools like CXOP removes the hassle of dealing with multiple vendors. “It’s available in the Azure Marketplace, making integration easier for clients,” she said.
Still, challenges remain. Businesses need to trust the AI to act on their behalf, especially in sensitive cases. And while CXOP supports “human-in-the-loop” for complex issues, some companies may worry about losing the personal touch. There’s also the learning curve, even no-code platforms need training to handle brand-specific tasks. Infobip plans to keep improving the platform. Future updates may include deeper analytics, smarter handoffs between agents and people, and broader support for voice channels. As AI regulations evolve, companies using tools like CXOP will also need to stay compliant.
Infobip’s CXOP Signals an AI Shift in Customer Engagement
Infobip’s new platform signals more than just a product release, it marks a move toward AI-first customer strategies. As demand grows for quick, human-like service across channels, tools like CXOP are setting a new standard. By blending automation with empathy, Infobip offers businesses a way to scale without losing connection. The company is betting big on “agentic AI” as the future of communication. If early results hold, CXOP could shift how global brands think about support, sales, and engagement. With its Microsoft partnership and full-stack integration, Infobip is well-positioned to lead this next phase in conversational AI.
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