MetriNote – Infobip Introduces CX Platform for Orchestrating AI Agents

Author: Beth Schultz, VP of Research and Principal Analyst What's the news? June 10, 2025 – Communications platform-as-a-service (CPaaS) provider Infobip has fleshed out its AI strategy and capabilities with the introduction of Conversational Experience Orchestration Platform (CXOP). Built on Microsoft Azure OpenAI in Foundry Models, CXOP builds on the company’s AI Hub, a suite of generative AI tools, to heighten customers’ ability to evolve from the use of static, rules-based workflows to dynamic interactions that adapt in real-time based on behavior, sentiment, and intent. With CXOP, autonomous AI agents orchestrate contextually aware, personalized customer journeys across channels, including Rich Communication Services (RCS), webchat, and WhatsApp. As needed, the AI agents loop in human agents for collaborative problem resolution.