Infobip Unveils AgentOS, an AI-Powered Platform for Customer Experience Automation

Infobip has officially introduced its next-generation AI orchestration platform in South Africa, Infobip AgentOS, at its Leadership Soirée at The Venue GreenPark, Johannesburg.

Infobip AgentOS is an orchestration platform for autonomous AI agents that can act across systems and channels, rather than simply responding to queries.

A common challenge facing organizations across industries: disconnected systems across marketing, sales, customer service, and operations that often lead to fragmented customer experiences. AgentOS addresses this through a unified orchestration layer that connects AI agents, customer data, and communication channels in real time. The platform enables businesses to orchestrate customer journeys more effectively, allowing AI agents to take contextual actions, automate routine processes, and escalate more complex interactions to human teams when required.

Julian Dawkins, Principal Product Marketing Manager at Infobip, noted that Artificial Intelligence （AI） is evolving at an unprecedented pace, with Agentic AI representing the next major step in this evolution. He explained that Infobip AgentOS enables organizations to move beyond task-based automation towards more intelligent and goal-driven customer engagement. ”AgentOS is designed to enhance human involvement in customer engagement, rather than replace it.”\

The event highlighted real-world applications across retail, banking, logistics, and travel, where customer demands for speed, accuracy, and personalization keep growing. Examples included automating the resolution of delivery issues in retail, detecting fraud in banking in real time, and proactively rebooking travel plans when disruptions occur.

Guest keynote speaker Vusi Tembekwayo, shared his thoughts on the state of customer experience across Africa, pointing out the rising demand for more responsive, accessible, and consistent engagement models. He observed that while digital adoption is rapidly increasing across the continent, customer experience remains a major differentiator for businesses competing in fast-paced, mobile-first markets.

The next phase of AI is not just about generating responses, but about enabling systems to take meaningful action in real time. AgentOS brings together communication, intelligence, and execution within a single orchestration environment,” adds Dawkins.

AgentOS is a structural shift in how organizations can approach customer engagement. In markets such as South Africa and Kenya, where WhatsApp penetration is estimated at around 79% and 76% respectively, customers increasingly expect to engage brands through the same messaging channels they use every day. With high adoption of smartphones, social platforms, and messaging apps among under‑35s across key African markets, AgentOS is well placed to help businesses connect with this group in the channels.

//Staff Writer