Amdocs, e& and NVIDIA win GSMA’s GLOMO award for “highly impressive” agentic-AI implementation for telecom customer experience

In recognition of our pioneering agentic-AI transformation implemented at e&, Amdocs, e&, and NVIDIA were selected as the winners of the GLOMO Award for Best AI-Enabled Customer Experience

This category recognizes outstanding, innovative AI-driven transformations of B2C customer experience, with judges focusing on measurable improvements in NPS, personalization, responsiveness and efficiency. Open to entry from any organization across the entire mobile and digital ecosystem, it is one of the GLOMOs’ most competitive categories.

WHY THIS AGENTIC DEPLOYMENT IS “SETTING A NEW BENCHMARK FOR TELCO AI”  

e&, Amdocs and NVIDIA have implemented the world’s first agentic-AI solution for telecom customer experience across sales and care.

Unlike traditional AI chatbots, our approach uses agentic architecture where specialized AI agents collaborate to handle complex workflows end-to-end, from billing inquiries to sales.

The solution leverages both Amdocs Cognitive Core- which is the heart of Amdocs aOS, the agentic operating system for telco - as well as NVIDIA’s AI platform. The solution subsequently combines Generative AI, multi-agent orchestration, and GPU acceleration to deliver autonomous, hyper-personalized interactions at scale.

The deployment spans multiple customer touchpoints, including WhatsApp integration, enabling customers to interact with AI agents through their preferred messaging application for instant support and personalized offers.
The deployment has significantly improved responsiveness and operational efficiency, setting a new benchmark for AI-driven customer engagement and positioning e& as a global digital-transformation leader.

THE ROLE OF COGNITIVE CORE IN AGENTIC OPERATIONS

The solution is built on Amdocs Cognitive Core, an agentic technology foundation specifically designed for telecom environments, with pre-built libraries of telco-specific agents and actionable insights, helping communications service providers accelerate AI-driven strategies.

Open by design and aligned with industry standards, it enables operators to accelerate the implementation of AI capabilities at scale while maintaining telco-grade security, compliance and observability.

Cognitive Core agents are based on a composable architecture, enabling continuous performance optimization, evaluation and analysis through benchmarking and monitoring.

Built on capabilities proven in award-winning deployments, the platform supports any large language model, allowing CSPs to safely work with their domain LLM model of choice.

Designed to integrate with existing AI ecosystems and BSS/OSS environments, Cognitive Core enables intelligence to be applied across telecom operations while maintaining control, traceability and policy enforcement.

THE INDUSTRY’S TOP AWARD

For more than three decades, the Global Mobile (GLOMO) Awards are presented annually by industry association GSMA at Mobile World Congress in Barcelona and recognize “the people pushing the boundaries of mobile technology” and shaping the future of the mobile industry.

You can read the full GSMA winners announcement here