AI-Powered Billing QA and Anomaly Detection

The Challenge

Bill shock remains one of the biggest pain points in telecom. Up to 60% of calls to contact centers are bill-related, driving 7–10% of customer churn. These issues aren’t just bad for satisfaction—they’re expensive. CSPs spend millions handling billing-related support calls, with an additional $80M lost in goodwill credits to resolve disputes. Globally, billing errors contribute significantly to $40B in annual revenue leakage, with up to 2.92% of CSP revenues lost to non-fraudulent mistakes. Why? Billing systems calculate charges after the cycle ends, relying on partial, rules-based QA that often misses critical issues. Errors go undetected until bills are sent—triggering complaints, rework, and payment delays.

The Solution

This Catalyst flips the script. At its heart is real-time billing (RTB), where charges are calculated continuously, not post-cycle. Into this live billing engine, we inject GenAI to deliver preemptive QA: an intelligent layer that detects billing anomalies as they happen—and resolves them before customers ever receive a bill.

Amdocs brings this solution to life

We deliver a real-time billing dashboard where QA teams gain full-cycle visibility, real-time alerts, and embedded GenAI agents that guide them to root causes and optimal resolution paths. Together with AWS, TELUS Digital, TELUS, and A1, we’ve created a scalable, secure, AI-powered platform that transforms billing accuracy.

The Result 

Fewer errors. Fewer complaints. Faster revenue. CSPs reduce billing errors by up to 80%, drastically lower customer complaints, and cut support costs. Customers receive accurate, transparent bills, leading to a 35% drop in churn and faster payments, accelerating time-to-revenue by 25%.