Customer journeys are broken. Siloed. Frustrating. And it’s costing businesses more than they realize. Customers are forced to repeat themselves across disconnected channels—while internal teams are left blind and reactive. This isn’t just frustrating, it’s expensive.
Marketing and customer support rarely speak the same language, missing out on opportunities for seamless, continuous engagement. When brands can’t connect the dots, everyone loses.
We’re at a turning point where users don’t just want hyper-personalized experiences; they deserve them.
Legacy bots can’t adapt. Rigid flows can’t scale. Our Conversational Experience Orchestration Platform (CXOP) solves both. It brings structure to chaos, turning disconnected conversations into orchestrated journeys.
CXOP is our answer to fragmented journeys, designed to move brands and their customers into the next era of engagement, where every interaction feels seamless, relevant, and truly connected across the entire user journey.
What is CXOP ?
The Conversational Experience Orchestration Platform (CXOP) is the next evolution of our AI Hub, unifying our SaaS and CPaaS platforms and enhancing them with advanced AI capabilities. At the core of CXOP are agentic experience agents or intelligent digital assistants that help orchestrate and hyper-personalize every conversation, at each touch point of the user journey.
These AI agents know when to provide the right information and when to seamlessly involve a live agent, ensuring each interaction is relevant, timely, and tailored to the individual customer.
Here’s what sets CXOP apart:
CXOP is built using agentic memory, grounded in our interactional data, to provide context-aware responses. The AI doesn’t just respond to isolated prompts, it continuously considers the user’s emotional state, history, and current journey stage. Other features include:
- Autonomous agents: These aren’t just reactive chatbots; they’re AI-driven digital workers capable of making decisions, completing tasks, and keeping conversations moving without human intervention.
- Human-in-the-loop (HITL): When only a human can provide the right touch, CXOP brings in a live agent, equipped with AI-powered tools and the full context so they resolve issues faster, with less customer effort.
- Conversational CDP: The heartbeat of CXOP, this Customer Data Platform ingests interaction data around the clock, giving every agent the insights they need to personalize the next message.
- Insights & actions: By tracking user behavior and leveraging the CDP, CXOP ensures each next step is timely, informed, and effective.
How does CXOP work?
Hyper-personalization is no longer a luxury, it’s the baseline. Think about how platforms like Spotify or YouTube anticipate your preferences and serve exactly what you want, when you want it. Now imagine bringing that same level of intelligence to every customer’s conversation.
The canvas for agentic experiences
With CXOP, brands go beyond transactional and reactive chat experiences. Our agentic framework enables hyper-personalized, AI-assisted engagement at scale across channels and use cases.
It’s not about flashy campaigns with little follow-through, it’s about delivering ongoing, human-like conversations that customers actually value.
Why are we betting on agentic AI?
We’re at an inflection point. Consumers now expect faster, smarter, and more relevant interactions, and outdated hardcoded flows just can’t keep up.
In our latest Messaging Trends Report, we found that people want to connect through rich messaging channels like WhatsApp and RCS, and expectations for instant, personalized conversations have never been higher.
To meet these high expectations, CXOP is built on a sophisticated, multi-agent architecture: each agent specializes in a specific task, all coordinated seamlessly by our intelligent AI orchestrator.
This modular, goal-driven setup automates entire workflows from understanding natural language to delivering real-world outcomes, all powered by real-time customer interactions and CPaaS data.
Agentic AI is the technology that enables this orchestration, ensuring these data-driven insights are transformed into meaningful actions for users and businesses alike.
And with Infobip’s global infrastructure, trusted partner ecosystem, and ongoing AI innovation, we’re uniquely positioned to help brands lead this new era of intelligent customer engagement.
- Billions of interactions run through our platform each year
- Our data centers and infrastructure are fully under our control ensuring greater reliability and redundancy
- Strategic AI investments and a thriving ecosystem ensure we can innovate and scale
In other words, CXOP isn’t just technologically advanced, it’s purpose-built to deliver seamless, context-rich, autonomous conversational intelligence at scale. Most importantly, orchestration with CXOP doesn’t eliminate humans, it enables them to carry out tasks faster and more precisely.
CXOP use cases
CXOP is designed to help any business across industries unify, automate, and optimize customer journeys. Here are a few standout use cases:
- Retail & eCommerce:
Turn casual browsers into loyal buyers with offers, rewards, and purchases, all in the same conversation - Banking & financial services:
Faster customer onboarding, real-time account support, and personalized insights with easy escalation to live agents. - Telecom:
Automating onboarding and registration, campaigns, billing and payment reminders, and proactive retention efforts handled without customer friction.
CXOP’s flexible framework means you can orchestrate journeys for sales, marketing, service, and operations without sacrificing control or context.
Key CXOP capabilities in action
Our orchestration enables, not eliminates, human connection. It powers the next generation of conversational experiences and unifies Infobip’s core capabilities into a cohesive, AI-driven platform.
Here are some examples of how CX orchestration is helping produce agentic experiences.
Agentic RAG: Delivers smarter answers by dynamically identifying the most relevant content based on real-time context and conversation history.
WhatsApp Flows AI agent: Build interactive, production-ready flows from a simple prompt, no coding needed.
Conversational intelligence: Delivers messages at the optimal time and place, driving higher engagement.
Conversational gamification: Turns engagement into an interactive, adaptive experience, increasing campaign impact and personalization.
Together, these tools form a connected brain for managing conversations end-to-end.
How is CXOP different?
While others retrofit AI into old systems, we’ve built CXOP from the ground up into a new foundation for agentic, real-time, omnichannel engagement.
We’ve built an agentic conversational framework, a system of intelligent agents that handle tasks, make decisions, and adapt based on live context. We deliver a full orchestration layer built on years of infrastructure investment, proprietary data, and AI innovation.
- Solving fragmentation: Customers can move across channels without losing context or continuity.
- Reducing operational load: Goal-driven AI agents automate routine work, freeing teams to focus on what matters.
- Empowering business users: With prompt-based design, anyone—not just developers—can build, iterate, and launch intelligent workflows.
Building the future: A platform that grows with you
CXOP is built to adapt. As your business evolves, so does your orchestration capability. We’re setting a new standard, one where brands and users engage in intelligent, meaningful, and outcome-driven conversations.
Our commitment is to continually expand and refine CXOP, always putting unified, agentic conversations at the core of customer engagement.
