Floward Leverages Infobip’s AI Agents to Handle 13x Peak Demand Surge
Event summary
- Infobip partnered with Floward to deploy AI agents on its AgentOS platform, enabling Floward to handle up to 13x higher peak-day conversation volumes.
- Floward redesigned customer journeys using orchestrated WhatsApp flows and specialized AI agents for tasks like address collection and order changes.
- The solution was designed, tested, and deployed in under two months, reducing customer service costs by 15% and improving CSAT by 12 percentage points.
- On Valentine’s Day alone, Floward handled 54,000 conversations with one-minute response times and 95% SLA performance.
The big picture
This partnership highlights the growing trend of AI-first cloud communications platforms enabling businesses to manage extreme demand spikes without proportional increases in headcount. Infobip’s solution demonstrates how orchestrated AI agents and WhatsApp flows can transform customer service efficiency, particularly in sectors with highly seasonal demand patterns like e-commerce.
What we're watching
- Scalability Dynamics
- How Floward’s ability to handle extreme demand spikes will affect its operational efficiency and customer satisfaction during future peak seasons.
- AI Adoption Pace
- Whether other e-commerce players will follow Floward’s lead in adopting AI-driven customer service solutions to manage seasonal demand.
- Revenue Growth Potential
- The pace at which Infobip can extend the AgentOS platform to new revenue-generating experiences, such as e-invitations and approval workflows.
Related topics