Title: Infobip’s Smart Assistant Reduced Overseas Express Customer Service Inquiries by 60%, Making All Delivery Information Available on WhatsApp

URL: https://www.infobip.com/news/infobips-smart-assistant-overseas-express-whatsapp

Vodnjan, 27 August 2026 – Global AI-first cloud communications platform Infobip, has enabled Overseas Express, through Hrvatski Telekom’s network infrastructure, to reduce customer service inquiries by more than 60 percent by shifting communication to a smart assistant built for WhatsApp using AgentOS chatbot builder capabilities. 

The growing volume of shipments significantly increased the number of routine customer service inquiries at Overseas Express across all available channels — phone lines, email, and shipment tracking systems — putting pressure on teams and slowing response times for customers. Infobip’s chatbot, directly connected to Overseas Express shipment tracking systems, now provides customers with instant and accurate answers on WhatsApp, a channel they use every day. Since its launch, the chatbot has recorded more than a fivefold increase in customer sessions and handles between 20,000 and 25,000 sessions during peak periods. 

Infobip’s smart assistant resolves the most common customer inquiries, including checking shipment status, requesting contact with the courier, and rating the service provided. This enables Overseas Express support teams to focus fully on more complex situations that require direct human intervention. 

The successful implementation of the chatbot in Overseas Express customer support is the result of collaboration between Infobip and Hrvatski Telekom. Infobip provides the integration of Infobip's platform, using AgentOS chatbot building capabilities that combine customer data (Conversational Customer Data Platform) with real-time customer journey orchestration, enabling one-way and two-way contextual communication across all integrated channels. HT provided the network infrastructure, implementation support and an understanding of on-the-ground delivery operations. 

## Conversational AI in a Demanding Logistics Environment 

This implementation confirms the partnership between Infobip and Hrvatski Telekom and demonstrates the potential for broader adoption of similar solutions in logistics, e-commerce, and other industries. 

More information about AgentOS and its capabilities is available at: https://www.infobip.com/ai-agents

## 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. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 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 CTO Izabel Jelenić.  

## Recent recognitions include:

- Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.
- Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)
- Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)
- Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)
- Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)
- Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
- Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
- Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
- Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
- Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)