Agentic AI takes charge: How enterprise communication is moving beyond chatbots
Experts say AI is taking a more active role in decision-making, with the emergence of 'Agentic AI' systems that understand context and respond in real-time. Infobip has introduced Infobip AgentOS, an AI-led platform that integrates customer data and communication tools into a single framework.
AI in companies is evolving from a helper to a more active decision-maker, with humans remaining in the loop for important decisions. The shift is driven by the massive growth in digital communication, with 628 billion interactions handled by Infobip in 2025 alone. In India, businesses are using multiple platforms to connect with customers, with RCS usage increasing by 70% and WhatsApp business interactions growing by 21%. To handle this complexity, companies are adopting unified systems like Infobip AgentOS, which integrates customer data, communication tools, and support systems into one place. Infobip AgentOS is designed to help enterprises manage marketing, sales, and support functions more efficiently. Research firm Gartner has identified Agentic AI as one of the top trends for 2025 and 2026.
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