Infobip recently launched its next-generation AI orchestration platform, Infobip AgentOS, in Nairobi at its Leadership Soirée hosted at the JW Marriott Nairobi, marking a key milestone in its 20-year global journey and 15 years of building Africa’s digital communications infrastructure.
The event brought together senior executives and technology leaders from across East Africa’s digital economy, spotlighting the shift from chatbot-led automation to autonomous AI agents that can execute tasks across systems and channels in real time.
From reactive chatbots to autonomous AI agents
“Agentic AI represents a fundamental shift in how organisations approach customer engagement,” said Julian Dawkins, Principal Product Marketing Manager at Infobip. “We are moving beyond systems that simply respond to queries, towards intelligent orchestration layers where AI agents can understand intent, take meaningful action, and coordinate across channels and business functions to deliver outcomes rather than interactions.”
Dawkins noted that many organisations continue to struggle with fragmented systems across marketing, sales, service, and operations, resulting in disconnected customer journeys. AgentOS addresses this through a unified orchestration layer that connects AI agents, customer data, and communication channels in real time, enabling more consistent and contextual engagement.
Practical demonstrations at the event showcased how AgentOS can support use cases such as AI-driven guided buying journeys, real-time engagement orchestration, conversational commerce, and intelligent upselling. These applications illustrate how organisations can shift from passive digital experiences to proactive, context-aware journeys powered by next-best-action recommendations.
Human oversight remains central
While the platform enables greater automation, Infobip emphasised that human oversight remains central. AI agents are designed to handle high-volume and routine interactions, while more sensitive or complex cases are escalated to human teams. This hybrid approach is particularly important in regulated industries such as banking, insurance, and healthcare, where trust and compliance are critical.
Guest keynote speaker Jimmy W. Masinde, Lead Customer Enablement at Safaricom PLC highlighted the growing importance of customer experience in Africa’s rapidly digitising markets. He noted that organisations must prioritise stronger CX ownership at executive level, close gaps between human-assisted and digital channels, and invest in talent development to remain competitive.
Built on global communications infrastructure
AgentOS is built on Infobip’s global communications infrastructure, which includes more than 800 direct operator connections and over 15 communication channels, including WhatsApp, SMS, voice, email, and RCS. This enables businesses to engage customers across the platforms they already use, while supporting real-time orchestration across multiple touchpoints.
Unlike solutions that layer AI onto existing CRM systems, AgentOS is built natively on this infrastructure, allowing AI agents to act directly within the communication environments where customers are already active. Filip Filković, Sales Director: Africa at Infobip said this positioning enables a more immediate connection between insight and execution, particularly in mobile-first African markets where messaging platforms dominate daily engagement.
“Because we operate at the intersection of connectivity and customer engagement, our AI agents can act in real time across channels where customers are already present,” he said.
He added that rising expectations for faster, more personalised service, especially among younger, mobile-first consumers, are accelerating the need for more intelligent and connected engagement models across Africa.
The launch concluded with a broader discussion on how organisations can move from fragmented interactions to fully orchestrated customer journeys, where AI agents work in coordination behind the scenes to deliver seamless, outcome-driven experiences across marketing, commerce, and support environments.
About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to over 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.
