New platform reinforces Infobip's shift to AI-first customer experience in its 20th year
KUALA LUMPUR, Malaysia, March 2, 2026 /PRNewswire/ -- Global AI-first cloud communications platform Infobip, which celebrates its 20th anniversary this year, is set to launch its AI-native fully managed solution AgentOS. The new platform builds on Infobip's recently launched AI Agents, the intelligent foundation for autonomous customer communications. AgentOS is a major step in Infobip's evolution from communications platform to intelligent orchestration layer for the AI era, enabling businesses to move from campaigns and workflows to autonomous, goal-driven interactions.
AI communication models enable autonomous customer communications, hyper-personalization and highly engaging content across multiple channels. However, AI agents need a unified view of all customer touchpoints to deliver such benefits. Businesses must eliminate data silos. Yet readiness is low. Few enterprise AI agent projects reach production due to unstructured data and internal barriers. AgentOS overcomes these barriers, operationalizing AI safely and at scale across the enterprise.
AgentOS combines Infobip's Conversational Customer Data Platform with real-time journey orchestration to deliver one and two-way contextual engagement across all natively integrated channels. The platform unites marketing, sales and support into one AI-native platform to connect every customer touchpoint into a seamless journey. This means fewer disconnected tools, faster execution and measurable improvements in customer conversion, satisfaction and lifetime value.
Infobip's real advantage lies in its human-in-the-loop model, where AI manages scalability and efficiency, and human specialists intervene to address complex issues, continuously training and refining the AI agents. Retailers and eCommerce companies are at the forefront, delivering hyper-personalized experiences, while healthcare and finance sectors are quickly embracing AI-powered solutions to improve patient care with a strong focus on trust, security, and regulatory compliance.
Moreover, modular components, MCP interfaces, open APIs, and intuitive user interface elements enable fast deployment, integration or standalone use. Brands can start with one use case, enhance customer experience and scale to other use cases quickly. Built-in security and compliance ensure every interaction is trusted, giving enterprises the confidence to automate without losing control. Automation and analytics power hyper-personalized engagement and operational efficiency at scale.
Krešo Žmak, Chief Innovation Officer at Infobip, said: "AgentOS is the control layer where AI agents, data, channels and customer intent come together to decide what happens next in every interaction. It leverages our omnichannel foundation to enable AI agents to operate autonomously across SMS, RCS, email, WhatsApp, voice, and more, adapting in real-time to optimize content, channel and timing based on customer context. With more than 15 natively integrated channels, Infobip is uniquely positioned to deliver agentic AI at scale."
Infobip has integrated Model Context Protocol (MCP) servers into its platform to provide AI agents with communication superpowers. By creating a universal language where AI agents can interact with third-party systems, Infobip's MCP servers enable AI agents to book flights, set up two-factor identification and more. No matter if a brand uses an Infobip or third-party agent, they can make the most of Infobip's global omnichannel communications platform to complete real AI-first customer tasks end-to-end.
AgentOS is available directly from Infobip on 1 April. More about AI agents here: https://www.infobip.com/ai-agents
About Infobip (Infobip Asia Pacific Sdn Bhd Company No: 201001014145/898379-U)
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.
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Infobip is set to launch AgentOS to orchestrate autonomous AI-driven customer journeys at scale
- Seizing the golden time for a major transformation, with 'Customer Value & AI' as the top two priorities for driving change
- Major overhaul of systems and infrastructure, the foundation of telecommunications, centered on AI
- Redesigning customer-friendly products, promoting integrated AI agents, and strengthening communication with customers
- Advancing hyperscale AI data centers, developing 1000B AI models, and focusing on manufacturing AI to help Korea become one of the world's top three AI leaders
BARCELONA, March 2, 2026 /PRNewswire/ -- SK Telecom (NYSE:SKM, hereinafter referred to as "SKT") has announced a major transformation to lead the era of AI.
On March 1, SKT CEO Jung Jai-hun held a press conference in Barcelona, Spain, and announced the company's 'AI Native' innovation strategy, which includes a reorganization of AI infrastructure and large-scale investment plans.
This strategy reflects SKT's ambition to redesign its telecommunications leadership DNA into an AI-driven DNA, building on its core strengths, and to lead Korea's leap toward becoming one of the world's top three AI leaders through bold challenges and change.
CEO Jung Jai-hun stated, "SKT is currently at a golden time of transformation, where the two tasks of 'customer value innovation' and 'AI innovation' intersect in a borderless, converged environment that goes beyond telecommunications. SKT defines 'the customer as the very essence of our business,' and through innovation driven by AI, we will evolve into a company that makes meaningful contributions to our customers and to Korea."
- Maximizing Customer Value with 'AI-powered Telco'
SKT plans to build stronger relationships with customers and significantly enhance customer-perceived value by applying AI across all areas of telecommunications.
To achieve this, SKT will undertake a major overhaul of its integrated IT systems, the foundation of its telecom services, redesigning them to be optimized for AI.
SKT will build all integrated systems, including sales IT, line management, and billing systems, around AI, enabling the company to promptly design and provide personalized plans and memberships tailored to each customer's needs.
In particular, SKT will establish a Zero Trust information security framework across all systems, strengthening security through rigorous authentication, access control, network segmentation, and AI-based integrated security monitoring.
SKT is also accelerating its 'autonomous network operations' strategy, which leverages AI to automate network management.
SKT is set to transition from human-centered operations to AI-driven autonomous systems across wireless quality management, traffic control, and network equipment and facility operations, with the goal of maximizing customer-perceived quality. With AI-RAN technology, the company plans to deliver ultra-fast, seamless, and ultra-low latency communications.
- Customer-Friendly Redesign Across All Touchpoints, from Services to Customer Touchpoints—Enhancing Two-Way Communication with Customers
SKT plans to redesign its telecom services and products to be more customer-friendly, while also strengthening two-way communication with customers.
For services such as pricing, roaming, and membership, SKT will prioritize customer convenience by restructuring them into simple and intuitive formats and automatically offering personalized packages.
SKT is also developing an 'integrated AI agent' that connects the dispersed customer experiences across various touchpoints, such as T world (SKT's main customer portal) and T Direct Shop (SKT's official online store).
By quickly analyzing customers' daily patterns and needs with AI, SKT aims to create a single agent that delivers personalized experiences at every touchpoint. In addition, SKT will enhance its AI Contact Center (AICC), enabling all customer service representatives to use AI for accurate and prompt support.
Offline stores will also leverage AI to shift from sales-focused operations to providing deeper customer experiences, accurately identifying needs, and automatically offering personalized recommendations even after a visit—delivering highly tailored curation services.
In addition, SKT plans to create 'AI Personas' to analyze digital behavior data across various customer segments, enabling a comprehensive understanding of each customer's needs and preferences through natural, conversational Q&A. This approach will allow SKT to communicate more effectively with all customers.
SKT is further advancing 'A. phone (A-DoT phone),' developing it into a true AI agent that can automatically organize call notes and schedules, connect customers to personalized services, and even perform related actions.
SKT plans to expand opportunities for employees to engage directly with customers in the field, fostering two-way communication. This year, SKT plans to actively listen to a wide range of customer groups, as well as experts from industry and academia, and thoroughly reflect their voices in all aspects of company management.
- Building 1GW-Class AI Data Centers Nationwide to Establish Asia's Largest AIDC Hub
SKT will build 1GW-class hyperscale AI data center (AIDC) infrastructure across Korea, aiming to attract global investment and establish the nation as Asia's largest AIDC hub.
In addition to its GPU cluster Haein, SKT is building AIDCs and plans to expand to hyperscale capacity exceeding 1GW through global partnerships. The company also plans to build an AIDC in Korea's southwestern region in collaboration with OpenAI, as part of its broader vision to establish a nationwide AI infrastructure network.
Together with SK hynix, SK Ecoplant, and SK Innovation, SKT will secure solutions across the entire value chain—from AIDC construction to cooling, servers, energy, and operations—to provide AIDCs with industry-leading cost efficiency.
Last year, SKT applied its high-performance, high-efficiency virtualization solution 'Petasus AI Cloud' to Haein, its GPU cluster built for GPUaaS, and this year plans to offer Petasus AI Cloud in the global market.
SKT will upgrade its sovereign AI foundation model, currently the largest in Korea at 519B parameters, to over 1T (one trillion parameters), securing AI sovereignty and driving innovation across industries. In particular, SKT plans to enhance the model by adding multimodal capabilities, enabling it to process not only image data but also voice and video data, starting in the second half of this year.
Moreover, SKT will focus on jointly developing a 'manufacturing-specialized AI solution' package with SK hynix to strengthen the competitiveness of Korea's manufacturing industries, including semiconductors and energy. This package analyzes process data in real time to reduce defect rates and maximize equipment efficiency, and will be offered in three forms: infrastructure, model, and solution.
CEO Jung stated, "AIDC can be seen as the heart of Korea, and hyperscale LLMs as the brain. By combining SKT's AI capabilities with collaboration from domestic and global partners, we will lead true AI-native transformation for Korean customers and enterprises."
- Transforming Work Culture Around AI
CEO Jung emphasized, "To drive future growth, we must reinvent our way of working from the ground up. SKT will fundamentally transform its corporate culture to be centered around AI."
SKT has built an 'AX (AI Transformation) Dashboard' that provides a comprehensive view of AI utilization by department and individual, accelerating AI adoption across the organization. In addition, SKT operates an 'AI Board' to strengthen dedicated support for AX initiatives and is fostering a work environment and culture where employees can naturally incorporate AI into their daily tasks.
SKT has also built an 'AI playground,' enabling employees to easily develop and use AI agents for their work without coding. Currently, more than 2,000 AI agents are being actively used across areas such as marketing, legal, and PR.
CEO Jung stated, "By implementing company-wide AI upskilling education and campaigns, we will transform our organizational culture to be AI Native. Through SKT's new transformation, we will do our utmost to regain the trust of our customers and become a company that contributes to the nation and society."
About SK Telecom
SK Telecom has been leading the growth of the mobile industry since 1984. Now, it is taking customer experience to new heights by extending beyond connectivity. By placing AI at the core of its business, SK Telecom is rapidly transforming into an AI company with a strong global presence. It is focusing on driving innovations in areas of AI Infrastructure, AI Transformation (AIX) and AI Service to deliver greater value for industry, society, and life.
For more information, please contact skt_press@sk.com or visit our LinkedIn page www.linkedin.com/company/sk-telecom.
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SK Telecom CEO Unveils 'AI Native' Strategy at MWC26, Driving Korea's Leap in AI Innovation
