Amdocs: Enabling autonomous and AI-native ecosystems

Artificial intelligence (AI) is increasingly becoming central to telecom transformation, driving advancements in customer engagement, cloud modernisation and intelligent network operations. As service providers accelerate their shift towards autonomous and AI-native ecosystems, the focus is also expanding to data readiness, governance and scalable deployment strategies. In an interview with tele.net, Samit Banerjee, Division President, Amdocs Customer Business Services, shared his views on these emerging trends and Amdocs’ approach to enabling AI-led transformation across the telecom sector…

How is Amdocs embedding AI across its portfolio? Where are you seeing the strongest enterprise adoption?

AI is now the default layer across the Amdocs portfolio. At Mobile World Congress (MWC) this year, we launched aOS, the agentic operating system for telco, which orchestrates AI agents across customer care, commerce, network and operations on top of any existing BSS/OSS stack. The platform is designed to help communication service providers modernise key operational workflows faster and with greater accuracy.

We are seeing the strongest enterprise adoption in three key areas. First, customer engagement and contact centres, where operators are using AI to improve service efficiency, personalisation and overall customer experience. This is an area where the industry is already seeing tangible results — for example, during MWC26, Amdocs aOS Cognitive Core together with NVIDIA and e& were recently recognized with a GSMA GLOMO Award for Best AI-enabled Customer Experience implementation.

Second, cloud migration and modernisation, where AI agents are helping telecom operators accelerate modernisation and significantly reduce migration timelines. Third, network and operations, where service providers are increasingly focusing on intelligent automation, operational efficiency and more proactive service assurance through AI-driven capabilities.

A key part of our strategy is also our comprehensive partner ecosystem approach. We work closely with leading technology partners and hyperscalers to help service providers accelerate AI adoption and innovation at scale.

How does Amdocs view India’s strategic importance in its global AI roadmap?

India plays an important role in Amdocs’ global AI roadmap, both as a major innovation hub and as a fast-evolving digital transformation market. The country’s strong engineering talent base, growing cloud and AI ecosystem, and large-scale telecom infrastructure make it a key location for driving scalable innovation.

We have two key sites in India in Pune and Gurugram and more than 40 per cent of our employees work from India. Our teams in the country contribute to both global product development and large-scale transformation initiatives across capabilities, including AI engineering, cloud-native development, innovation and telecom modernisation.

How is Amdocs preparing its workforce and operator ecosystem for more autonomous AI systems? How will the balance between AI-led decisions and human oversight evolve?

As AI becomes more deeply embedded across telecom operations, we are dedicated to empowering both our workforce as well as customers to evolve toward a more AI-native operating model.

At Amdocs, we see the future as a hybrid human-AI workforce. By focusing on initiatives such as service as software and our agentic services framework, we are enabling teams to work alongside AI agents using reusable agent patterns with governance built in from the start.

We also strongly believe autonomous AI systems must evolve with oversight by design. That means embedding human-in-the-loop controls, explainability, guardrails and auditability directly into the agentic execution stack.

The pace of this transition will ultimately depend not only on technology maturity, but also on the readiness and trust level of customers and operators in the new technology. Some service providers are ready to move faster towards autonomous operations, while others prefer a more gradual approach with stronger human supervision. We see this balance evolving progressively over time, with AI taking on more operational decision-making while humans continuing to provide strategic oversight, governance and accountability.

What are the key challenges around data readiness and integration? How is Amdocs addressing them to enable scalable AI deployments?

As telecom operators scale AI initiatives, one of the key priorities is to build a more unified and AI-ready data environment across the enterprise. Given the complexity of telecom ecosystems, this often involves integrating data across multiple domains, modernising existing architectures and strengthening AI and data capabilities across teams.

At Amdocs, we are supporting customers through solutions focused on data modernisation and enabling AI-ready foundations. We also work closely with ecosystem partners to help simplify integration and accelerate AI adoption across business and operational environments.

What differentiates Amdocs is our deep understanding of core telecom systems and workflows. Combined with our data management expertise and the new agentic capabilities within aOS, this positions us well to help service providers integrate data more effectively, streamline operations and scale AI deployments with greater speed and confidence.

Looking ahead, how is Amdocs positioning itself to support this transition? What will be the company’s key priorities over the next 2–3 years?

Looking ahead, we are focused on helping telecom operators navigate the next phase of AI-led transformation in a practical and scalable way. With aOS, we are building capabilities that can support AI-driven orchestration across customer engagement, operations and network environments, while integrating with existing BSS/OSS ecosystems. We also see potential for these capabilities to evolve into adjacent industries over time.

Our priorities will remain centered around supporting our customers in three key areas including accelerating cloud and AI modernisation initiatives, advancing autonomous and intelligent network operations, and continuing to strengthen our AI and agentic capabilities across the portfolio.

Moreover, we are also continuing our own journey toward becoming a more AI-native organisation, ensuring that our teams, delivery models and platforms are aligned with the evolving needs of the industry in the agentic era.