Amdocs has introduced new capabilities related to its telco-native generative AI (GenAI) platform, amAIz, built with a strong collaboration with Microsoft and NVIDIA. It combines carrier-grade architecture, leveraging hyperscalers and open-source technology with large language models embedded into monetisation, experience, business and operational systems, which enables CSPs to benefit from the immense potential of GenAI while providing cost-effective token consumption due to predefined, accurate, telco-specific capabilities.

Amdocs has made enhancements to the customer experience suite by integrating telco-native GenAI copilots. Amdocs’ amAIz’s advanced capabilities include the following.

  • Customer engagement platform: Creates an interconnected experience from sales to care. Built in collaboration with Microsoft, it includes multiple copilot products across customer service, sales, configure price quote (CPQ), order management and more, boosting user efficiency and enhancing customer journeys while streamlining the lead-to-cash process.
  • Amdocs CPQ Pro: Delivers a streamlined enterprise sales experience by leveraging a new embedded copilot to easily create proposals with innovative solutions, optimise pricing and summarise agreements with terms and conditions, reducing the overall sales process duration and accelerating revenues for CSPs.
  • Amdocs Catalog: Generates optimised and targeted offers in minutes by leveraging a newly embedded copilot and ML capabilities, providing CSPs with AI-driven insights and recommendations, and accelerating time-to-market.
  • Amdocs Intelligent Network Suite: New copilots are leveraged to provide actionable insights from network and service data. They correlate events and impacted customers, and provide prioritised recommendations through closed-loop automation. This ensures that service providers can operate more efficiently and provide better connected experiences.

Amdocs has also brought new GenAI use cases to market as listed below:

  • Latest use cases for an improved customer experience: With Bill Inquirer, CSPs can better solve customers’ billing-related inquiries and recommend alternative products or add-ons, increasing call deflection rates by 20 per cent or more, and reducing average handling time of assisted calls by up to 20 per cent. Using conversational selling, personalised offerings can now be searched and refined according to a customer’s needs during sales engagements, significantly increasing sales conversion rates.
  • Faster development of telco-specific GenAI apps: Pre-built flows based on telco best practices allow Amdocs to accelerate the building of GenAI apps. This approach includes design-time evaluation capabilities, as well as fine-tuned LLMs and prompts enhanced by telco data sets, telco taxonomy and retrieval augmented generation to improve accuracy and optimise the costs of tokens.