Infobip Unveils AgentOS: Revolutionising Autonomous AI Customer Journeys

2 March 3026

KUALA LUMPUR: Infobip, the global AI-first cloud communications platform celebrating its 20th anniversary this year, is set to launch its fully managed, AI-native solution, AgentOS.

Building on its recent AI Agents launch, AgentOS represents a significant evolution from a communications platform to an intelligent orchestration layer designed for the AI era. It empowers businesses to transition from traditional campaigns and workflows to autonomous, goal-driven customer interactions at scale.

AI models enable hyper-personalised, engaging customer communications across multiple channels. However, to unlock these benefits, AI agents require a unified view of all customer touchpoints, necessitating the elimination of data silos, something currently hampered by organisational barriers and unstructured data. AgentOS addresses these challenges, operationalising AI safely and efficiently across enterprises.

Combining Infobip’s Conversational Customer Data Platform with real-time journey orchestration, AgentOS delivers seamless, contextual engagement across native channels, uniting marketing, sales, and support. This integration reduces tool fragmentation, accelerates deployment, and enhances customer conversion, satisfaction, and lifetime value.

Infobip’s human-in-the-loop approach ensures AI scalability and efficiency, with human specialists intervening to resolve complex issues and continuously train the system. Sectors such as retail and eCommerce are pioneering hyper-personalised experiences, while healthcare and finance are adopting AI solutions to improve trust, security, and compliance.

Modular components, open APIs, and an intuitive interface facilitate rapid deployment, integration, and standalone use. Brands can initially focus on one use case, then expand to others quickly, confident that security and compliance underpin every interaction. Automation and analytics drive customised engagement and operational efficiency at scale.

Krešo Žmak, Chief Innovation Officer at Infobip, commented: “AgentOS is the control layer where AI agents, data, channels, and customer intent converge to determine the next step in every interaction. It leverages our omnichannel foundation to enable AI agents to operate autonomously across SMS, RCS, email, WhatsApp, voice, and more, adapting in real-time to optimise content, channel, and timing based on customer context. With over 15 natively integrated channels, Infobip is uniquely positioned to deliver scalable, AI-driven customer engagement.”

Infobip has integrated Model Context Protocol (MCP) servers into its platform, empowering AI agents with advanced communication capabilities. This universal language allows AI to interact with third-party systems, enabling tasks such as booking flights or setting up two-factor authentication. Whether using Infobip or third-party agents, brands can harness the full potential of Infobip’s omnichannel platform to deliver end-to-end, AI-first customer experiences.