Key Takeaways:
• Infobip introduced its Conversational Experience Orchestration Platform (CXOP), which adds agentic AI to customer interactions across marketing, sales, and support.
• Built on Microsoft Azure OpenAI and integrated into Infobip’s AI Hub, CXOP enables contextual, goal‑oriented dialogue with real‑time personalization.
• The platform combines automation with human oversight, helping brands deploy conversational journeys through no-code or full‑code options.
Building a Smarter Conversation Platform
Infobip, a global cloud communications provider, this week revealed its Conversational Experience Orchestration Platform (CXOP). Designed to move beyond static, rules-based chat flows, CXOP supports dynamic, goal-focused interactions across digital messaging channels. These include WhatsApp, RCS, and web chat. The platform is now a core part of Infobip’s AI Hub, uniting AI, messaging, and automation in a single framework.
At the center of CXOP are what the company describes as “agentic AI” assistants. These bots can interpret user intent, act proactively based on context, and escalate conversations to human agents when necessary—providing what Infobip characterizes as empathetic and productive dialogue at scale .
How It Works: Personalization Meets Automation
- Context awareness: CXOP’s AI agents adapt to sentiment, behavior, and intent, tailoring responses and decisions in real time.
- Channel fluency: The platform supports unified conversational experiences across key messaging apps like WhatsApp and RCS.
- Human‑in‑the‑loop: Escalation to live agents is seamless for handling complex interactions.
- Flexible deployment: Brands can deploy through visual no‑code tools or full‑code integrations, addressing diverse readiness levels.
By combining structured chat flows with intelligent agents, CXOP aims to reduce response times, support marketing-to-sales progression, and improve automation efficiency across client experiences.
Partner-Validated AI Strategy
Infobip’s AI Hub—launched in 2023 in partnership with Microsoft—already includes advanced analytics and generative AI tools. The addition of CXOP, with support from Microsoft’s Azure OpenAI service, represents the deepening of this strategic collaboration.
Microsoft’s mention of CXOP on the Azure Marketplace notes how “agentic AI” can help clients manage vendor complexity and accelerate time to value. Its inclusion also highlights a growing trend: providing enterprise-grade conversational intelligence via secure, certified marketplaces.
Why It Matters to Brands
In customer support, conversational AI adoption is already increasing. An Infobip analysis of billions of interactions showed steep growth in messaging engagement—73% year-over-year increases in social messaging and 63% growth in in-app chats—suggesting robust demand for intelligent automation in customer-facing functions.
CXOP is positioned to help marketers, sales teams, and support staff:
- Speed up responses: Reduce manual handling with automated, context-aware agents
- Deliver relevant personalization: Align messaging with customer’s identity and intent
- Increase conversions: Move customers more smoothly from awareness to action
- Maintain quality control: Escalate only when needed, ensuring best use of human resources
Examples across industries show broad applicability. A UK retailer reduced fraud and enhanced customer messaging through Infobip’s RCS and AI fraud tools, while financial institutions use conversational platforms for secure engagement.
A Reality Check: Adoption Barriers and Considerations
While AI-powered messaging offers clear benefits, companies should approach deployment carefully:
- Integration complexity: Connecting CXOP to existing CRMs and systems may require technical effort
- Human oversight needs: Businesses must monitor escalation workflows and agent handoff logic
- Data governance: With intelligence processing personal customer data, privacy and regulatory compliance are essential
Infobip’s hybrid model—offering both no-code and full-code tools—aims to ease this transition. Microsoft marketplace validation may also support enterprise confidence in adoption.
What Comes Next
CXOP is offered immediately through Infobip’s platform. Future capabilities may include additional channels, improved model training tools, deeper data-driven analytics, and expanded no-code pathing for business users.
As brands seek to balance efficiency and empathy in digital interactions, platforms like CXOP show how conversational AI can adapt beyond simple FAQs into richer, goal-driven engagement across pre-sales, post-sales, and ongoing support.
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Rich Tehrani serves as CEO of TMC and chairman of ITEXPO #TECHSUPERSHOW Feb 10-12, 2026 and is CEO of RT Advisors and is a Registered Representative (investment banker) with and offering securities through Four Points Capital Partners LLC (Four Points) (Member FINRA/SIPC). He handles capital/debt raises as well as M&A. RT Advisors is not owned by Four Points.
The above is not an endorsement or recommendation to buy/sell any security or sector mentioned. No companies mentioned above are current or past clients of RT Advisors.
The views and opinions expressed above are those of the participants. While believed to be reliable, the information has not been independently verified for accuracy. Any broad, general statements made herein are provided for context only and should not be construed as exhaustive or universally applicable.
Portions of this article may have been developed with the assistance of artificial intelligence, which may have contributed to ideation, content generation, factual review, or editing.
