Infobip to Launch AgentOS AI Platform for Automated Customer Communications

Infobip is preparing to launch AgentOS, a fully managed, AI-native solution designed to automate and manage customer communications. The global rollout is scheduled for April 1, as the company marks its 20th year in the cloud communications space.

Why it Matters: Businesses in the Philippines and across Southeast Asia are under pressure to respond faster and provide more relevant customer experiences. Tools like AgentOS aim to simplify how companies deploy AI, making it easier to move from testing to actual use in daily operations.

The new platform builds on Infobip’s existing AI Agents and aims to help businesses handle customer interactions more efficiently. It comes at a time when demand for real-time and personalized digital services continues to grow, especially in mobile-first markets like the Philippines.

AgentOS is positioned as a unified system where AI agents can coordinate communications across multiple channels, including SMS, messaging apps, email, and voice. According to Guray Ozturk, Head of Customer Growth at Infobip, many companies face challenges in deploying AI due to disconnected systems and integration issues. The platform is designed to address these gaps by bringing communication tools and automation into one environment.

The solution combines Infobip’s Conversational Customer Data Platform with real-time journey orchestration. This allows businesses to deliver more contextual, two-way interactions while reducing system complexity. The goal is to improve execution speed, increase conversion, and support long-term customer engagement.

AgentOS also includes a human-in-the-loop model. This setup allows AI to handle large-scale automation, while human teams oversee more complex cases and refine system performance. This approach is intended to maintain reliability and ensure compliance as companies scale their AI use.

Infobip has been expanding its presence in the Philippines, working with companies such as SM Supermalls, Cebu Pacific, Security Bank, and PLDT. These organizations use the platform to improve how they communicate with customers across different channels.

With AI adoption accelerating in the region, platforms like AgentOS highlight how companies are shifting from traditional campaigns to more automated and goal-driven engagement strategies. As more businesses explore AI-driven communication, will solutions like this become the standard for customer experience in the Philippines?