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

Commenting on the collaboration, Anthony Goonetilleke, group president of technology and head of strategy, Amdocs, said, “With Amdocs amAIz and our partnerships with GenAI leaders, we believe that we have an unmatched platform that can transform the telecom industry. Moving from vision to reality, our industry- leading GenAI use cases and copilots are both ready to implement today to deliver real, measurable value to our customers in every business domain — from customer digital experience to monetisation, ordering to network optimisation.”

Amdocs has made enhancements to customer experience suite (CES24) by integrating telco native GenAI copilots. Amdocs’ amAIz’s Advanced capabilities Include:

  • 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 machine learning 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.

In addition, Chris Penrose, global head of business development, NVIDIA, said, “Telcos around the world are seeking the most efficient and secure avenues to harness the power of generative AI for enhanced proficiency. Our collaboration with Amdocs, by providing support with the NVIDIA AI foundry, will help telcos discover new possibilities to enhance customer service and operate networks more efficiently.”

Amdocs has also Brought new GenAI use cases to market faster.

  • 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, increasing sales conversion rates.
  • Faster development of telco-specific GenAI apps- Pre-built flows based on telco best-practices allows Amdocs to accelerate 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 (RAG) to improve accuracy and optimise the costs of tokens.

Meanwhile, Rick Lievano, chief technology officer (CTO), worldwide telecommunications industry, Microsoft, added, “Our continued work with Amdocs demonstrates our mutual commitment to industry innovation by helping CSPs accelerate their transformation with new technologies like GenAI. By leveraging Amdocs’ cutting-edge telco solutions and deep industry expertise, along with the trusted, enterprise-class Microsoft cloud and Microsoft copilot, we can help drive business transformation for CSPs worldwide while also bringing innovative use cases to market for both consumer and enterprise customers.”

Furthermore, Ahmad Latif Ali, associate vice president, International Data Corporation (IDC), said, “The most immediate challenge for the market is addressing the time lag between conceptualisation and actual productivity, and how to successfully transition from a robust focus on formulating road maps to actual deployments within CSPs. Amdocs’ amAIz platform goes beyond the realm of hype, offering substantive GenAI capabilities. This platform encompasses an array of use cases and templates that span internal operations and customer-facing domains.”