AI-powered customer service enables seamless experiences during peak seasons
Global AI-first cloud communications platform Infobip has partnered with Floward, the leading online flower and gifting company in the Middle East and the UK, to transform customer service using AI agents on Infobip’s AgentOS platform.
By moving beyond traditional rule-based chatbots to agentic AI, Floward now handles up to 13x higher peak-day conversation volumes while maintaining fast response times and high customer satisfaction, according to a press statement.
Working with Infobip’s AI consultants, Floward redesigned its customer journeys on Infobip AgentOS, deploying a multi-agent system that intelligently routes conversations to specialized AI agents for tasks such as address collection, FAQs, and order changes, with seamless escalation to live agents when needed.
Revenue generating experiences
Floward is now extending the same Infobip AgentOS foundation to new, revenue-generating experiences, including an e-invitations feature where approval workflows, recipient notifications, and gift prompts are orchestrated through the platform.
“By combining AI agents, WhatsApp journeys, and customer data on a single platform, we significantly improved efficiency and automation while maintaining high service standards during our busiest periods,” stated Lujain Mallosh, Customer Care Senior Manager, Floward.
“By orchestrating AI agents, WhatsApp Flows, and live agent escalation on a single platform, we helped Floward turn fragmented customer journeys into a seamless experience that handles extreme volume spikes while improving end-user service quality and delivery performance,” commented Emir Kalem, Head of Customer Success EMEA, Infobip.
