Infobip unveils AI-Powered CXOP to revolutionize customer conversations

Global cloud communications provider Infobip has launched its next-generation Conversational Experience Orchestration Platform (CXOP).

The powerful AI-driven solution is designed to improve how businesses interact with customers across marketing, sales, and support channels.

CXOP announced on June 16, 2025, saying the launch marks a major evolution in customer engagement, placing agentic AI at the centre of communication workflows.

Built on Microsoft Azure OpenAI Foundry Models, the platform is designed to deliver hyper-personalised, goal-oriented conversations at scale.

“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,” said Ivan Ostojić, Chief Business Officer at Infobip.

Unlike traditional rule-based automation, CXOP utilises autonomous AI agents that can understand context, adapt to user behaviour, and collaborate with human agents as needed. This improves time to resolution, reduces service costs, and enhances customer loyalty.

“Using agentic AI instead of rules-based automation, Infobip's new CXOP is an enhancement for customer experiences. Available within the Microsoft Azure Marketplace, clients can access such certified products and eliminate the complexity of managing individual vendor relationships," noted Senior Director ISV Partnerships at Microsoft Myladie Stoumbou. 

CXOP brings together Infobip’s AI, data, and automation offerings into a unified, intelligent platform supporting channels such as WhatsApp, RCS, and web chat.

Businesses using the aforementioned channels can deliver empathetic, goal-driven AI interactions, slash response times through automation, improve lead conversion with real-time personalisation, support hybrid human-AI teams and launch quickly with both no-code and full-code options.

CXOP is poised to deliver scalable customer engagement across industries, with projected global passenger demand and user volumes expected to surge since its intelligent agents don’t just respond but also guide, solve, and act. ,

Infobip, founded in 2006, serves global businesses with omnichannel communication services, identity solutions, and contact centre technologies, reaching over 7 billion mobile devices across six continents.