Generative AI (GenAI) is developing into more than a buzzword as various industries now realize its benefits and wide range of applications. The telecom industry can also gain from GenAI with use cases such as network optimization, enhanced customer experience, content personalization and AI chatbots. At the recently concluded Amdocs APAC Analyst Summit in Singapore, Neil Shah, VP of Research at Counterpoint Research sat down with Ofir Daniel, Head of Platforms Marketing at Amdocs, to talk about the strategy and use cases of GenAI for telcos.
The interview
Key takeaways from the discussion
• Beyond traditional AI, Amdocs sees GenAI as a powerful tool to accelerate day-to-day business processes. Amdocs has analyzed 600 ideas and mapped over 120 use cases across seven domains.
• Amdocs’ new ‘amAIz’ platform is designed to integrate telco workflows with GenAI capabilities. This includes customer care, sales, end-to-end service orchestration, inventory management and even troubleshooting.
• amAIz is a scalable platform that will allow telcos to bring GPTs to the telco domain.
• Initial GenAI use cases focus on sales and customer care where AI chatbots can manage routine customer enquiries and offer targeted recommendations.
• GenAI can also streamline B2B sales by generating proposals and optimizing the pricing based on customer profiles that suit their needs and usage patterns, including data usage and travel habits. This will help sales representatives to close more deals and increase revenue.
• Besides building the proprietary Copilot using its IP and software, Amdocs has also partnered with Microsoft to integrate Copilot assistant with its Customer Experience Platform (CEP), and to work with its OSS and BSS systems.
• Operators are in the initial stages of testing Copilot applications, and it will take a while before Copilot moves to autopilot.
Analyst takeaways:
• The biggest challenge faced by today’s telcos remains the same – monetization and cost savings in leveraging newer technologies whether its 5G, AI or Cloud.
• With 5G, the entire telco architecture has been transformed allowing telcos to cloudify everything beyond the RAN and drive various levels of automation to increase efficiency, scalability and drive costs down.
• However, the different levels of automation, right from RAN and Transport to Core networks, can be further enabled by AI advancement as the industry shifts to GenAI.
• Players such as Amdocs are innovating on GenAI capabilities to enable intelligent digital transformation with a platform approach by striking the right partnerships with hyperscalers as well as AI-enablers such as OpenAI, Mistral and NVIDIA.
• Amdocs is bringing its GenAI demos and use cases to telcos and potentially similar verticals. Its amAIz platform targets multiple domains such as customer care, CRM, billing, services orchestration and network troubleshooting.
• Amdocs is a one-stop shop and a leader for anything related to software, IT, services, automation if you are a telco (or any big enterprise) with unparalleled knowledge, capabilities and experience in their digitally transformational journey. This capability and experience expand across operations from billing and marketing to customer experience and analytics.
• The GenAI-led digital transformation is real and is bringing about some significant use cases.
