As global AI-first cloud communications platform, Infobip, celebrates two decades of innovation, the company is observing Asia Pacific (APAC) as a key region in the next major shift in engagement, as businesses move from application-to-person (A2P) messaging toward AI-supported and agent-driven interactions. Infobip expects fully autonomous agent-to-agent communication to become viable by 2030 as these capabilities mature.
Drawing on 20 years of experience supporting enterprise communications worldwide, Infobip notes that APAC’s fast-growing digital economies and mobile-first consumers are accelerating the shift toward more intelligent, real-time engagement.
Across the region, rising digital adoption and messaging usage are reshaping customer expectations. Consumers increasingly expect timely, relevant, and consistent interactions across channels, prompting organizations to rethink communication as an ongoing relationship rather than a series of campaigns.
Silvio Kutić, Chief Executive Officer of Infobip, said, “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.”
Founded in 2006, Infobip has grown from a startup into a global communications platform supporting enterprises and digital-native businesses across industries. Over two decades, it has worked with organisations navigating each wave of change in customer engagement, from basic messaging to today’s omnichannel, real-time interactions.
Ruslana Reznikova, Vice President and General Manager, APAC & Eurasia, said, “Asia Pacific is one of the most dynamic regions for digital engagement, and businesses here are quick to adopt new ways of connecting with customers. What we are seeing is a shift from using messaging simply as a channel to treating it as a core part of the customer experience.”
“Organisations across the region are looking at how to better connect their data and systems so they can respond in context. Those that do this well will be better positioned as AI-supported engagement becomes more common in everyday customer interactions.”
For Infobip, this 20-year milestone is less about looking back and more about preparing businesses for this next phase of customer connection. As engagement becomes more conversational and context-driven, the company sees intelligent, agent-supported interactions playing a larger role in how brands serve and retain customers.
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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.
(Adapted from press release)
