Agentic Index
Infobip vs Yellow.ai (2026)
Both sell enterprise AI agents that serve customers across dozens of channels, and they organize the agents differently. That verdict is the Agentic Index coverage score, graded from each vendor's own published materials.
Yellow.ai puts its own Orchestrator LLM in charge. It routes each request, holds the brand voice and hands narrower work to specialist worker agents, which act in CRMs and ERPs through function calling, and teams pick from more than fifteen models for each task. Infobip's AgentOS lets the customer set up its own orchestrator and subagents, choose the model per agent, and run them on Infobip's messaging network with direct operator connections, with a Quality center for test runs. Yellow.ai lets the customer choose where data resides across India, the Middle East, Asia, the US and the EU, while Infobip places each account in one of five named data centers. Choose Yellow.ai when residency choice and voice in more than 135 languages decide it, and Infobip when you want the agents and the carrier network from one supplier.
This comparison is published by Agentic Index, an independent agentic AI vendor research platform. Infobip and Yellow.ai are each graded against the same 14 capability Agentic Index taxonomy, from the vendor's own public materials under the Agentic Index verification standard, alongside 955 researched vendors. No vendor pays for placement and no vendor has reviewed this page. How this evidence is graded
Choose Infobip if
- Agents and the messaging network should come from one supplier with direct operator connections in around 190 countries.
- Your team wants to design its own orchestrator and subagents instead of working under a vendor's manager model.
- The price should be public, with AgentOS from $530 a month plus a processing fee from $0.07456 per interaction.
- A Quality center should run test cases and track answer quality over time.
- Human agents should take over in a shared Inbox with the full conversation history.
Choose Yellow.ai if
- Data has to stay in India, the Middle East, Indonesia, Singapore, the US or the EU, under a contractual commitment.
- Voice agents should speak more than 135 languages and accents.
- More than 150 prebuilt integrations would save integration work.
- A support CRM and an AI copilot for live agents should come with the platform.
- You want a limited free tier and a 14 day trial before a sales call.
| Feature | I Infobip |
Y Yellow.ai |
|---|---|---|
| Action & orchestration | ||
|
Integrations & Tool Calling Ability to connect agents to real systems through native integrations, OAuth-authenticated actions, custom tools, APIs, webhooks, or MCP-compatible tools. |
||
|
InfobipIntegrations & Tool Calling In the Tools section a customer adds three kinds of tool to each agent, a Component, an MCP server or an Exchange application, which let the agent call APIs, execute backend logic, retrieve external data and trigger automated workflows. Components encapsulate reusable logic and can orchestrate multiple API calls or backend processes for complex integrations. MCP servers are configured with a name, endpoint URL, HTTP headers for authentication tokens, and an Allowed functions field naming which actions the server may take when called, so each connection is authenticated and scoped. Exchange applications are selected from a published integrations catalog. Underneath sits the messaging estate the agent acts through, more than fifteen natively integrated channels each with its own API, plus the modular CPaaS X stack. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
||
|
Yellow.aiIntegrations & Tool Calling More than one hundred and fifty prebuilt enterprise integrations span CRM, CCaaS, help desk, ITSM and enterprise systems, including Salesforce, Zendesk, Genesys and NICE, with a deep integration into Epic for healthcare as a specific system-of-record connection. Agents act inside those systems as part of resolution, and the builder supports scripting for cases the prebuilt set does not cover. SourceYellow.ai platform, AI Agent Builder and healthcare pagesread 2026-09-05 |
||
|
Workflow Orchestration Ability to sequence, branch, retry, route, and combine deterministic workflow nodes with autonomous agent steps. |
||
|
InfobipWorkflow Orchestration An AI agent can be set up as an orchestrator that coordinates other agents. The customer adds subagents from a list, and the orchestrator delegates tasks to specialized agents, combines their responses and controls conversation routing, with the agents table showing how many subagents each orchestrator has connected. Each agent's Description field is what other agents read to decide when to call it. Beneath that, Automation Studio builds journey flows and chatbots that route on rules, triggers and Customer Profiles data, and the Agent connector element drops an AI agent into a chatbot so deterministic flows and autonomous agents combine in one path. Agents themselves execute multi-step tasks, calling tools in sequence to reach a goal. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
||
|
Yellow.aiWorkflow Orchestration A super agent automatically orchestrates multiple requests and assigns tasks to domain agents or transfers to a human agent while retaining context, and conversations can move between AI agents as well as escalate out. AI Agent Builder covers design, orchestration and deployment in one surface, driven by a goal-first no-code builder on a multi-LLM architecture that produces dynamic goal-oriented conversations rather than fixed scripts, and agents handle shifts in conversation by switching context without losing the original goal. Multimodal input across text, image and voice feeds the same reasoning. SourceYellow.ai AI Agent Builder and platform pagesread 2026-09-05 |
||
|
Triggers & Channel Coverage How agents wake up and where they work: schedules, webhooks, message events, CRM events, inbox events, chat, email, voice, and collaboration tools. |
||
|
InfobipTriggers & Channel Coverage Agents work across WhatsApp, SMS, RCS, MMS, email, voice, live chat, video, in-app messaging, mobile push, Viber, Messenger, Instagram, Telegram, Apple Messages for Business, Kakao, Line and Zalo, each with its own API page, all flowing through the same system. Work starts in three ways, inbound when a customer reaches out on any supported channel, event-driven when Automation Studio journey flows are triggered by customer behavior or profile changes, and scheduled when journeys start on dates. Voice is built in, with a Transfer call to AI agent element placing an agent inside an IVR flow, and Broadcast handles outbound at volume. Sourceinfobip.com/docs/automation-studioread 2026-09-05 |
||
|
Yellow.aiTriggers & Channel Coverage More than thirty-five channels across more than one hundred and thirty-five languages are supported, and the orchestration layer carries context when a customer switches channel, for example from email to WhatsApp or from chat to voice. Voice is a first-class product rather than text-to-speech bolted on, with dedicated voice agents for IVR replacement, outbound calling and verification. Outbound calling plus SMS and MMS let the agent start contact. Agents accept multimodal input across text, image and voice. SourceYellow.ai AI Agent Builder, platform pages and terms of serviceread 2026-09-05 |
||
| Knowledge & context | ||
|
Knowledge Grounding & RAG Ability to ground agent behavior in company data through document ingestion, retrieval, external knowledge APIs, semantic search, or RAG layers. |
||
|
InfobipKnowledge Grounding & RAG Knowledge agents are specialized agents for retrieving information from documents, URLs and files, built for FAQ-style interactions, and they sit alongside a Knowledge Base shared component available across AgentOS. Quality center has a dedicated Knowledge agents section that validates responses against expected answers and tracks quality over time, against a persistent body of content the customer curates. General-purpose AI agents reach the same material through tools and components. The Customer Profiles data platform is a separate database of customer profiles and events. Sourceinfobip.com/docs/ai-agents/knowledge-agents/overviewread 2026-09-05 |
||
|
Yellow.aiKnowledge Grounding & RAG Conversational KB is a named platform module that delivers enterprise knowledge through agentic retrieval, grounding answers in the customer's own corpus. The analytics layer generates knowledge base articles from analyzed conversations, so live traffic keeps adding to the knowledge base. SourceYellow.ai platform and AI Agent Builder pagesread 2026-09-05 |
||
|
Memory & State Persistence Ability to persist context across a run, conversation, workflow, user, team, or longer-term memory layer. |
||
|
InfobipMemory & State Persistence Customer Profiles is AgentOS's customer data platform, holding person and company profiles, attributes, segments and behavioral events, with interaction history available to AI agents so they can personalize responses and make context-aware decisions across sessions. Agents also carry session state within a conversation, and past sessions can be viewed through Session history. Customer Profiles is a store the customer loads and queries, not state the agent forms and retains, and Infobip has no agent memory product, no scope, lifetime or deletion control for retained agent state, and no memory entry in the AgentOS product set. Sourceinfobip.com/docs/customer-profilesread 2026-09-05 |
||
|
Yellow.aiMemory & State Persistence Context persists across an interaction and across channels, carried by the orchestration layer, so a customer moving from email to WhatsApp or chat to voice does not repeat themselves, and the super agent retains context when handing between domain agents or to a human. Yellow.ai names no memory store that persists across separate conversations, and no scope, lifetime or deletion control for retained customer state is described. SourceYellow.ai AI Agent Builder and platform pagesread 2026-09-05 |
||
| Control & trust | ||
|
Human Oversight & Guardrails Approval steps, consent checkpoints, escalation rules, structured guardrails, policy constraints, and pause/resume controls. |
||
|
InfobipHuman Oversight & Guardrails Guardrails are a field in the agent's Advanced settings with their own configuration page, where the customer selects content filters that detect and block harmful content in agent conversations, controlling what the agent can and cannot discuss. Release control sits with the customer too, since a configured agent stays a draft until a named version is created and explicitly activated for production, with earlier versions available to roll back to. Each MCP server carries an Allowed functions list naming what it may do when called. When automation reaches its limit the conversation transfers to Inbox with the complete history, so the customer does not have to start over with the human agent, who works with an Inbox copilot. Infobip does not describe an approval step before an individual agent action goes out. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-guardrailsread 2026-09-05 |
||
|
Yellow.aiHuman Oversight & Guardrails Conversations transfer between AI agents or escalate to a human agent for complex needs, with the super agent handing off while retaining context, and Yellow.ai names robust guardrails and Responsible AI principles protecting sensitive data. Teams can save different versions of an agent and roll back to any past version or revert changes, which controls what is live. There is no pre-send approval step, autonomy ceiling or guardrail configuration surface. SourceYellow.ai AI Agent Builder, homepage and platform pagesread 2026-09-05 |
||
|
Security, Identity & Governance RBAC, SSO, auditability, encryption, least-privilege tool access, compliance posture, and data handling policy. |
||
|
InfobipSecurity, Identity & Governance Infobip is audited regularly against ISO/IEC 27001, 27017, 27018 and 22301 and the ISAE 3000 standard, assessed annually, with certificates available for download at infobip.com/certificates and a full or summary copy of current reports provided on written request. It also holds a HIPAA attestation under SSAE 18, and its sub-processor list, data transfer agreement, data retention notice and privacy notice are all public at named URLs. Single sign on works through any SAML 2.0 identity provider with SP-initiated flow, with identity-provider groups mapped to custom roles and re-synchronized on every login, and role-based access control with predefined and custom roles governs per-feature permissions. Admins can set two-factor authentication to be remembered or required at each login, and password validity and maximum login attempt policies, IP safelisting and separate API access permissions complete the controls. Infobip's identity, authentication and fraud prevention products are things it sells to its customers, not controls over the customer's own tenant. Sourceinfobip.com/docs/essentials/manage-my-account/account-settingsread 2026-09-05 |
||
|
Yellow.aiSecurity, Identity & Governance Yellow.ai lists SOC 2 Type II, ISO 27001, ISO 27018, ISO 27701, HIPAA, GDPR and PDPA. PII is masked at the data layer, data is protected with TLS 1.3 in transit and AES 256 at rest, and access is role based, with SSO via Google, Microsoft, ADFS and Azure AD at platform level and AD, LDAP, SAML and OAuth2 at bot level. Penetration testing and vulnerability management cover WAF, DDoS, IPS and IDS. Sourceyellow.airead 2026-09-05 |
||
|
Observability & Auditability Traces, logs, execution histories, metrics, audit events, and debugging detail for production agent behavior. |
||
|
InfobipObservability & Auditability Insights and Analytics, one of the five AgentOS products, monitors AI agent performance, tool usage and session tracking through dedicated dashboards, with every interaction across all five products feeding it and the output covering performance metrics, root causes and AI-driven recommendations. Tool usage and session tracking record what an individual agent did, not only an aggregate. From inside an agent, Go to Session history opens previous sessions with their analytics, and View as code renders the running configuration. Changes are tracked separately, since agents autosave up to ten draft versions, named versions are created and activated deliberately, and version history records what was live when. Infobip does not describe an immutable audit log with actor and timestamp for configuration changes. Sourceinfobip.com/docs/insights-and-analyticsread 2026-09-05 |
||
|
Yellow.aiObservability & Auditability The Analyze module supplies agent performance analytics, which Yellow.ai positions as actively improving agents rather than passive dashboards, analyzing conversations and optimizing responses in real time, with real-time trend monitoring alongside. AI Agent Builder keeps version history, so teams save different versions of an agent and can roll back to any past version or revert changes, which records what was live when. There is no per-decision reasoning trace, tool-call log or retrieval record for an individual run, and version history records what changed without saying who changed it or when. SourceYellow.ai AI Agent Builder and platform pagesread 2026-09-05 |
||
|
Deployment & Data Residency Deployment modes and options, including SaaS, dedicated cloud, VPC, on-prem, hybrid, local runtime, and self-hosting. |
||
|
InfobipDeployment & Data Residency AI agents are available only in five data centers, Europe (EU1), Sweden (SE1), Germany (FR4), India (MUNM) and United States (NY2), so an account sits in a named region across three continents and the customer can tell which. Infobip publishes its full legal tier openly, a sub-processor list, a data transfer agreement, a data retention notice and a privacy notice, each at its own public URL, plus an infrastructure overview and network connectivity options. Infobip offers no self service or other way for the customer to choose or move their region, placement appears to be set at account provisioning, and there is no on premise, private cloud or single tenant deployment. Sourceinfobip.com/docs/ai-agents/ai-agents/overviewread 2026-09-05 |
||
|
Yellow.aiDeployment & Data Residency The terms of service commit contractually to customer selected data residency across India, the Middle East, Asia, Indonesia, Singapore, the USA and the European Union, chosen by the customer at registration to meet legal, regulatory and contractual requirements, with a default assignment rule where no choice is made. Sourceyellow.airead 2026-09-05 |
||
| Solution readiness | ||
|
Prebuilt Agents, Templates & Packs Ready-made workflows, packaged employees, templates, blueprints, industry solutions, and role-specific agents that reduce time-to-value. |
||
|
InfobipPrebuilt Agents, Templates & Packs Agent instructions can be filled from predefined templates, Appointment booking agent, Order status assistant and Sales representative, and Automation Studio has its own predefined and custom templates to speed up journey and chatbot creation. Agents move as units, since an existing agent can be duplicated, exported to a .export file and imported into another workspace. Components are reusable logic blocks selected from a list and shared across agents. AgentOS itself ships as five named products a customer switches on. The template set is small, and there is no browsable marketplace of ready made agents. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
||
|
Yellow.aiPrebuilt Agents, Templates & Packs Industry-specific prebuilt solutions cover verticals including healthcare, retail and banking, alongside more than one hundred and fifty prebuilt integrations and prebuilt building blocks in the drag-and-drop builder. There is no agent template library, marketplace or named catalog of prebuilt agents for customers to browse and put into service, and the domain agents the super agent delegates to are components of a build. SourceYellow.ai AI Agent Builder and industry pagesread 2026-09-05 |
||
| Platform extensibility | ||
|
Model Flexibility & Routing Ability to work across multiple foundation models, route tasks to different models, or let buyers bring their own providers and keys. |
||
|
InfobipModel Flexibility & Routing Under Advanced settings when configuring an AI agent, the Model field lets the customer select the LLM that best matches its requirements for reasoning capability, latency and cost, so each agent can run on a different model. It sits alongside Guardrails and structured output in the same settings panel, and the Instructions field acts as the system prompt for the underlying language model. Third party agents reaching Infobip through MCP are a matter of interoperability, not model choice. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
||
|
Yellow.aiModel Flexibility & Routing The customer chooses the model. Yellow.ai's multi-LLM architecture spans more than fifteen large language models, with the customer selecting the best-fit model per task, expressly to keep the flexibility to adopt superior models as they emerge and to avoid single-vendor pricing and capability constraints, alongside a proprietary DynamicNLP engine. SourceYellow.ai platform and AI Agent Builder pagesread 2026-09-05 |
||
|
APIs, SDKs & MCP Extensibility Composability layer: stable APIs, SDKs, MCP tool consumption/serving, custom tools, and integration into internal systems. |
||
|
InfobipAPIs, SDKs & MCP Extensibility Infobip publishes an API reference, SDKs, release notes, an integrations catalog and a public roadmap, all reachable without a login, plus Postman collections, a GitHub organization and a developer Discord. Every channel is exposed as its own REST API, and the modular CPaaS X stack is sold specifically for platforms building on top. On the agent side, MCP servers let an Infobip agent call outside systems with scoped allowed functions, and an agent's configuration can be viewed as code, exported to a portable file and imported elsewhere, with structured output constrained by a customer-defined JSON schema. Components let a developer encapsulate backend logic the agent then calls, and Exchange applications add partner integrations. Sourceinfobip.com/docs/apiread 2026-09-05 |
||
|
Yellow.aiAPIs, SDKs & MCP Extensibility A fully public documentation site at docs.yellow.ai carries an API reference covering authentication, first call, webhooks, events and a published OpenAPI specification, with a RESTful API managing user data, user events, outbound notifications and email ticketing. Mobile chat SDKs for React Native and Flutter ship under Apache 2.0 on public repositories and package registries, and Yellow.ai runs its own Docs MCP server giving Claude, ChatGPT or Cursor cited access to the documentation. SourceYellow.ai developer documentation and API reference; docs.yellow.ai/apiread 2026-09-05 |
||
|
Testing, Debugging & Optimization Testing, debugging, scoring, retries, fallbacks, quality gates, and optimization loops for improving agent workflows before and after deployment. |
||
|
InfobipTesting, Debugging & Optimization AgentOS ships Quality center, a set of tools to monitor, evaluate and improve agent response quality, where the customer creates test groups, defines test cases, runs tests and reviews results to confirm agents behave as expected. For Knowledge agents it validates responses against expected answers and tracks quality over time, producing a scored comparison. Separately, the build flow has a step before publishing, Test an AI agent, that validates agent responses and behavior, and agent versioning lets a team activate a specific version and roll back a bad one. The tests run against the customer's own agent. Sourceinfobip.com/docs/ai-agents/quality-center/overviewread 2026-09-05 |
||
|
Yellow.aiTesting, Debugging & Optimization Two named testing products ship on the platform, automated testing for shipping reliable agents faster and an AI Copilot for previewing, testing, debugging and refining agents, and version save and rollback let a team revert a change that tests badly. The Analyze module runs the loop after launch, analyzing conversations and optimizing responses in real time. Together they put a gate on the release path, a way back from a bad release and a scored loop in production, all on the customer's own agent. SourceYellow.ai AI Agent Builder and platform pagesread 2026-09-05 |
||
| Specialist automation | ||
|
Browser & Computer Use Browser, desktop, or remote/local computer control for workflows that cannot be handled through stable APIs alone. |
||
|
InfobipBrowser & Computer Use An Infobip agent reaches other systems through three tool types, all programmatic, Components running backend logic, MCP servers called at an endpoint URL with scoped allowed functions, and Exchange applications from the integrations catalog, and its output side is the messaging estate of more than fifteen channels, each with its own API. AgentOS offers no browser control, hosted session, virtual desktop or interface automation, and nothing in the agent configuration offers a browser, a screen or a pointer. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
||
|
Yellow.aiBrowser & Computer Use No browser control, hosted session or computer use is described. Agents act through more than one hundred and fifty prebuilt enterprise integrations and reach people across more than thirty-five conversational channels. Agents understand multimodal input covering text, image and voice. SourceYellow.ai AI Agent Builder and platform pagesread 2026-09-05 |
||
Pricing snapshot
Sourced from the Index pricing dataset · open each vendor's profile for full detail.
| Pricing | I Infobip |
Y Yellow.ai |
|---|---|---|
|
Entry price Lowest public entry point |
AgentOS starts at $530 a month for the platform, plus a processing fee from $0.07456 per outbound interaction. Channel messaging is pay as you go, priced per message by country and message type. Pricing is customized on expected message volume. | Contact sales for paid plans. A limited free tier and a 14 day trial are available. |
|
Pricing confidence How public the numbers are |
Public, partial | Contact only |
|
Billing Primary billing axis |
Per message and per interaction, by channel and destination country, on top of a monthly AgentOS platform fee. | Usage based, quoted mainly on conversations per month, with features, channel count and support level shaping the price. |
|
Variable cost Workload / overage exposure |
High variable cost | Medium variable cost |
|
Free tier / trial Try before you buy |
No free tierTrial
|
No free tierTrial
|
|
Buying motion Self-serve vs sales call |
Mixed | Sales call |
Yellow.ai quotes paid plans through sales. Infobip runs its agents in five named data centers and does not let the customer choose among them.
More comparisons with Infobip or Yellow.ai
Other matchups in customer support agents
Not the pairing you were after? These compare a different set of customer support agents on the same 14 capabilities.