MWC24: Amdocs launches GenAI for telco experiences

Amdocs amAIz, built in strong collaboration with GenAI industry leaders, combines carrier-grade architecture, leveraging hyperscalers and open-source technology with large language models (LLMs) embedded into monetisation, experience, business, and operational systems. This enables CSPs (communications service providers) to benefit from the immense potential of GenAI while providing cost-effective token consumption due to predefined, accurate, telco-specific capabilities.

Amdocs’ CES24 (Customer Experience Suite) suite is now enhanced with telco native GenAI copilots.

Advanced capabilities powered by Amdocs’ amAIz include:

• Customer engagement platform: creates an interconnected experience from sales to care. Built in partnership with Microsoft, the Customer Engagement Platform includes multiple copilot products across customer service, sales, CPQ (Configure Price Quote), 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 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 catalogue: 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.

Bringing 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 up to 20% and reducing average handling time of assisted calls by up to 20%. Using Conversational Selling, personalised offerings can now be searched and refined according to a customer’s needs during sales engagements, increasing sales conversion rates by up to 5%.

A low-code environment for building telco-specific GenAI apps: Pre-built flows based on telco best-practices allow CSPs to build use cases faster. This platform comes with design-time evaluation capabilities, as well as fine-tuned LLMs and prompts enhanced by telco data sets, telco taxonomy, and RAG (Retrieval Augmented Generation) to improve accuracy and optimise the costs of tokens.

“With Amdocs amAIz and our partnerships with GenAI leaders, we believe that we have an unmatched platform that can transform the telecom industry,” said Anthony Goonetilleke, Group President of Technology and Head of Strategy, Amdocs. “Moving from hype 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.”

“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 communications service providers (CSPs),” said Ahmad Latif Ali, Associate Vice President at IDC (International Data Corporation). “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.”

Amdocs will be highlighting amAIz and GenAI solutions at Mobile World Congress Barcelona, 26–29 February 2024.

Amdocs, a provider of software and services to communications and media companies, has announced new capabilities related to its telco-native Generative AI (GenAI) platform, amAIz.

Amdocs amAIz, built in strong collaboration with GenAI industry leaders, combines carrier-grade architecture, leveraging hyperscalers and open-source technology with large language models (LLMs) embedded into monetisation, experience, business, and operational systems. This enables CSPs (communications service providers) to benefit from the immense potential of GenAI while providing cost-effective token consumption due to predefined, accurate, telco-specific capabilities.

Amdocs’ CES24 (Customer Experience Suite) suite is now enhanced with telco native GenAI copilots.

Advanced capabilities powered by Amdocs’ amAIz include:

• Customer engagement platform: creates an interconnected experience from sales to care. Built in partnership with Microsoft, the Customer Engagement Platform includes multiple copilot products across customer service, sales, CPQ (Configure Price Quote), 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 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 catalogue: 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.

Bringing 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 up to 20% and reducing average handling time of assisted calls by up to 20%. Using Conversational Selling, personalised offerings can now be searched and refined according to a customer’s needs during sales engagements, increasing sales conversion rates by up to 5%.

A low-code environment for building telco-specific GenAI apps: Pre-built flows based on telco best-practices allow CSPs to build use cases faster. This platform comes with design-time evaluation capabilities, as well as fine-tuned LLMs and prompts enhanced by telco data sets, telco taxonomy, and RAG (Retrieval Augmented Generation) to improve accuracy and optimise the costs of tokens.

“With Amdocs amAIz and our partnerships with GenAI leaders, we believe that we have an unmatched platform that can transform the telecom industry,” said Anthony Goonetilleke, Group President of Technology and Head of Strategy, Amdocs. “Moving from hype 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.”

“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 communications service providers (CSPs),” said Ahmad Latif Ali, Associate Vice President at IDC (International Data Corporation). “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.”

Amdocs will be highlighting amAIz and GenAI solutions at Mobile World Congress Barcelona, 26–29 February 2024.