Kuala Lumpur, Malaysia (ANTARA/PRNewswire) – Global cloud communications platform Infobip is marking its 20th anniversary by forecasting a significant transformation in how brands engage with consumers. The company, which positions itself as an AI-first organization, predicts that the industry will transition from the current application-to-person (A2P) messaging model to an agent-to-person framework, ultimately paving the way for a fully autonomous agent-to-agent future by 2030.
As the adoption of artificial intelligence accelerates, enterprises are increasingly gravitating towards agentic AI communication models. These models facilitate autonomous customer interactions across multiple channels, enabling hyper-personalized communication that is finely tuned to individual preferences. In this evolving landscape, brands are urged to embrace a comprehensive approach to enhance customer engagement.
Silvio Kutić, CEO of Infobip, remarked, “How we communicate with brands is constantly evolving. In this new agentic AI world, brands must seize the opportunity to take a holistic approach to communication. They must capitalize on the hyper-personalization made available through agentic AI and rich communication channels like RCS and WhatsApp.”
Looking toward 2030, Infobip envisions a world where personal AI assistants, integrated into smartphones, will autonomously manage complex tasks. For instance, a user’s personal AI could independently negotiate with a travel company’s AI to explore options, book, and purchase a holiday tailored to the user’s previous digital behaviors and preferences.
However, brands face significant challenges in adapting to this emerging framework. To thrive, businesses must dismantle data silos and achieve a unified understanding of customer interactions, spanning marketing to support. Currently, readiness among enterprises is low, with approximately 5% of AI agent projects reaching production due to obstacles like unstructured data and organizational barriers.
“Enterprises must act now,” Kutić stressed. “Organizational structures that facilitate seamless data sharing will be the key to successful AI agent adoption. While a personal AI agent booking a holiday might seem futuristic today, brands unable to meet this future will risk losing their competitive edge.”
Infobip’s journey over the past two decades has been marked by significant innovations that have redefined customer communication. The company emphasizes that its platform, which connects over seven billion mobile devices across six continents, is a testament to the rapid evolution of technology and consumer expectations. By continuing to accelerate AI adoption, Infobip aims to solidify its position as a leader in the cloud communications space.
In a world where consumer expectations are rapidly shifting, the imperative for brands to adapt to AI-driven communication models has never been more urgent. As Infobip celebrates its 20 years of innovation, the company’s vision for a future dominated by intelligent, autonomous interactions underscores the critical role that advanced technologies will play in shaping brand-consumer dynamics. The transformation ahead not only presents challenges but also unparalleled opportunities for brands willing to embrace change and invest in the future of customer engagement.
Find out more about 20 years of Infobip: Infobip Anniversary.
About Infobip
Infobip is a global cloud communications platform that enables businesses to create connected experiences across all stages of the customer journey, with AI as the cornerstone of innovation. Through its single, natively built platform, Infobip provides omnichannel engagement, identity, user authentication, and contact center solutions designed to help businesses navigate the complexities of consumer communications while fostering growth and enhancing customer loyalty. Founded in 2006 by co-founders Kutić and Izabel Jelenić, the company is focused on facilitating and accelerating AI adoption as it continues to evolve into an AI-first organization.
Source: Infobip
Reporter: PR Wire
Editor: PR Wire
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