Infobip has launched its new artificial intelligence platform, AgentOS, in South Africa. The product was introduced at the company’s Leadership Soirée held at The Venue GreenPark in Johannesburg.
AgentOS is designed as an AI orchestration system that allows autonomous AI agents to work across different business tools and communication channels. Unlike basic chatbots that only answer questions, these agents can take actions across systems, helping companies manage full customer journeys.
The platform is built to solve a common problem in many organisations, where marketing, sales, customer service, and operations systems are not properly connected. This often leads to slow and inconsistent customer experiences. Infobip says AgentOS brings these systems together through a single layer that connects AI agents, customer data, and communication channels in real time.
According to Julian Dawkins, Principal Product Marketing Manager at Infobip, artificial intelligence is developing very quickly, and agent-based AI is the next major step. He explained that AgentOS helps businesses move beyond simple task automation into smarter systems that can manage goals and make decisions. He also said the platform is not meant to replace people, but to support human teams in customer service and engagement.
At the launch event, the company showed how the platform can be used in different industries such as retail, banking, logistics, and travel. Examples included automatically fixing delivery problems in retail, detecting fraud in banking as it happens, and rebooking travel arrangements when flights are disrupted.
Guest speaker Vusi Tembekwayo spoke about customer experience in Africa, saying that demand for fast, reliable and simple digital service is growing. He noted that while more people are using digital tools, customer experience is still a key factor that decides which businesses succeed in competitive markets.
Infobip said AgentOS is built for markets where customers prefer messaging apps. In countries such as South Africa and Kenya, WhatsApp usage is estimated at around 79% and 76% respectively. With many young people across Africa using smartphones and social media daily, the company believes businesses need to meet customers on these platforms.
The company said AgentOS represents a shift in how businesses will handle customer engagement in the future, moving from simple responses to systems that can act in real time and solve problems automatically.
