Infobip launches AgentOS in APAC to orchestrate autonomous AI-driven customer journeys at scale

As global AI-first cloud communications platform Infobip celebrates its 20th anniversary in 2026, the global AI-first cloud communications platform today announced the launch of AgentOS, its AI-native, fully managed solution designed to power autonomous, goal-driven customer interactions at scale.

This launch marks a significant milestone in Infobip’s evolution, from enabling omnichannel communications to becoming the intelligent orchestration layer for the AI era. AgentOS builds on Infobip’s recently introduced AI Agents and combines the company’s Conversational Customer Data Platform (CDP) with real-time journey orchestration to create a unified decision layer across marketing, sales and support.

While AI communication models promise hyper-personalisation and dynamic engagement, many enterprise AI initiatives fail to reach production due to fragmented systems, siloed data and governance challenges. AgentOS addresses this gap by providing AI agents with structured data, contextual visibility and cross-channel execution capabilities across SMS, RCS, email, WhatsApp, voice and more than 15 natively integrated channels. Instead of isolated campaigns and workflows, enterprises can deliver autonomous interactions that continuously adapt based on customer intent, behaviour and timing.

Krešo Žmak, Chief Innovation Officer at Infobip, said: “AgentOS is the control layer where AI agents, data, channels and customer intent come together to decide what happens next 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 optimize content, channel and timing based on customer context. With more than 15 natively integrated channels, Infobip is uniquely positioned to deliver agentic AI at scale.”

Designed for enterprise deployment, AgentOS incorporates a human-in-the-loop model where AI drives scalability and efficiency while human specialists oversee complex interactions and continuously refine performance. Modular components, open APIs and Model Context Protocol (MCP) interfaces allow organisations to integrate or deploy incrementally, starting with one high-impact use case and scaling across functions without large-scale system disruption. MCP servers enable AI agents to securely interact with third-party systems, executing tasks such as identity verification, booking services and transactional workflows directly within conversational journeys.

For APAC businesses, particularly in highly regulated sectors such as financial services and healthcare, governance, compliance and auditability are critical to scaling AI responsibly. AgentOS embeds these safeguards natively, giving organisations the confidence to automate while maintaining oversight and trust.

Ruslana Reznikova, Vice President and General Manager for Asia Pacific and Eurasia at Infobip, added: “As Infobip marks 20 years globally, Asia Pacific has been a key part of that growth, with 16 years of presence in Malaysia alone. Today, the region is not just adopting AI, but operationalising it at scale across complex, mobile-first markets. With AgentOS, Infobip Asia Pacific is uniquely positioned to help enterprises turn AI ambition into structured, governed and measurable business impact.”

By creating a universal language where AI agents can interact with third-party systems, Infobip’s MCP servers enable AI agents to book flights, set up two-factor identification and more. No matter if a brand uses an Infobip or third-party agent, they can make the most of Infobip’s global omnichannel communications platform to complete real AI-first customer tasks end-to-end. AgentOS is available directly from Infobip on 1 April. More about AI agents here: https://www.infobip.com/ai-agents