Innovate Americas: How Amdocs and NVIDIA Bring Real GenAI Value to Service Providers
The real power of Generative AI (GenAI) doesn’t come from any single party - it comes from the collaboration of industry leaders who bring the best in technology, expertise, and solutions to the table.
At TM Forum's Innovate Americas 2024, which took place in Dallas earlier this week, Amdocs and NVIDIA embodied this, demonstrating how strong partnerships can unlock the full potential of GenAI for communication service providers (CSPs).
During the session "Putting GenAI into Action: Stories from the Field," Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs, and Chris Penrose, Global VP of Business Development at NVIDIA, talked about how their collaborative efforts are bringing GenAI to life for CSPs. Together, Amdocs and NVIDIA are delivering real-world applications of AI that are designed specifically for the unique needs of the telecom industry.
Transforming Telecom with GenAI
A key insight from the session was that CSPs cannot rely on generic GenAI platforms to achieve the results they need. In contrast to consumer-focused AI solutions, CSPs require specialized platforms capable of accessing critical telco data, understanding complex telecom taxonomies, and delivering accurate insights in a trustworthy way. These capabilities are essential for integrating GenAI into everyday operations and enabling CSPs to operate more efficiently.
"Trusted AI is not something we can play games with. We put a lot of attention on guardrails, and privacy is very critical," said Goonetilleke. "We reimagined what trusted AI would look like right from the core and not as an afterthought, which I think was really important."
This telco-specific know-how has already led to significant results. For example, when it came to using GenAI, a leading North American service provider saw a 60% reduction in tokens consumed in data preprocessing, a 30% increase in response accuracy due to the use of telco-specific knowledge, and a nearly 80% reduction in query latency.
When it came to real-world business value brought to customer care, the provider saw an incredible 63% reduction in average handling time, a 50% improvement in solving problems on the first try, and a 49% increase in Net Promotor Score. These results demonstrate that GenAI is not just a theoretical tool; it’s making a tangible impact on the telecom industry today.
At Amdocs, we’re doubling down on training, focusing on fine-tuning the learnings we gather. We’re training the model to understand exactly where the impact is and where it’s coming from. Every agent will have this knowledge and be able to communicate with one another. It’s not a one-size-fits-all approach
Looking Ahead
The future of telecom belongs to those who embrace collaboration. It's not just about deploying AI; it's about deploying the right AI-solutions that are tailored to the unique needs of telecom and supported by the expertise of industry leaders.
With more advancements on the horizon, the future looks bright for those ready to harness the power of GenAI through the strength of collaboration.
