Innovate Americas Recap: Amdocs and Partners Lead on GenAI and Cloud
One thing was very clear walking around TM Forum's Innovate Americas; the rapid evolution of AI and automation is reshaping industries worldwide, and in the communications sector, Generative AI (GenAI) is no longer a luxury-it's a critical need.
''If I look back at where discussions around GenAI were at events like Mobile World Congress and Digital Transformation World earlier this year, CSPs wanted to know whether the benefits of GenAI were real, At Innovate Americas, the conversation has shifted from a ‘show me’ mindset to, ‘How do we implement GenAI at scale?''
Amdocs took center stage at the event alongside key partners - NVIDIA, Microsoft, and Amazon Web Services (AWS) - to showcase how GenAI is transforming communication service providers (CSPs) by driving superior customer experiences and operational efficiencies.
Putting GenAI into Action: Amdocs and NVIDIA
One of the event’s highlight sessions, "Putting GenAI into Action: Stories from the Field," featured Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs, and Chris Penrose, Global VP of Business Development at NVIDIA.
The session showcased how Amdocs and NVIDIA are collaborating to leverage GenAI and shared real-world case studies, demonstrating how CSPs can use AI—through offerings like Amdocs' amAIz Agents-to drive operational efficiencies and enhance customer experiences.
One of the key takeaways from this session was that CSPs can't rely on just any GenAI platform to deliver the results they need. To leverage GenAI effectively, CSPs require a platform that can access critical telco data sources, understand complex telecom taxonomies, and draw accurate conclusions—capabilities that aren’t achievable with consumer-focused GenAI offerings. Seamless access to these resources is crucial for successfully integrating GenAI into day-to-day operations.
The second insight is how this telco-specific know-how has led to tangible results. When it came to the technical aspects of 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.
And training is critical to obtain such results. "At Amdocs, we’re doubling down on training, focusing on fine-tuning the learnings we gather," said Goonetilleke. "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."
It’s not Amdocs building some apps on Microsoft technology, Its two giants coming together and offering a unique proposition for the industry. There is R&D to R&D collaboration taking place, including shared roadmaps and accountability.
Amdocs and Microsoft on Shaping the Future of Telecom with GenAI
According to TM Forum, US consumers would rather get a tooth filled or plunge a toilet than call a contact center. Quite a setup, no?
In another invite-only spotlight session focused on GenAI-driven telco use cases across both consumer and enterprise domains, Mustafa Oyumi, Amdocs' Digital Customer Experience Lead, and Monte Hong, Worldwide Business Strategy Leader for Telecommunications at Microsoft, discussed how the two companies are reimagining the CSP experience. By leveraging advanced AI technology and collaboration tools, verticalized and tailored specifically for CSPs, they aim to engage customers in innovative new ways.
A key focus of the session was Amdocs and Microsoft's Customer Engagement Platform, designed to empower CSPs to deliver simple, digital-first, AI-driven experiences. This all-encompassing platform integrates marketing, sales, commerce, and service capabilities, serving both consumer and enterprise customers on a single, open, telco and cloud-native solution. Attendees were given a glimpse into how the platform works, along with best practices and use cases (such as conversational selling and order enrichment) demonstrating the power of GenAI to drive sales, improve customer care, and enhance efficiencies across consumer and B2B areas.
Of note, this isn’t some type of wrapper solution.
The Power of Collaboration: Amdocs and AWS on Cloud Migration
Migrating legacy systems to the cloud is often perceived as a complex and costly process for CSPs, and easing this journey through collaboration is key.
At an exclusive breakfast briefing titled "Highway to Cloud: How Amdocs and AWS Accelerate Legacy Migration," Shiri Yitzhaki-Kanchuck, Cloud Services Marketing Lead at Amdocs, Walter Sweat, Client Principal at Astadia, an Amdocs company, and Ross McWalter, Head of Telco Data, AIML & Cx, AWS, outlined their practical, multi-phase approach, powered by GenAI to cloud migration on AWS. A typical cloud migration process often begins with re-hosting and re-platforming. However, it’s not always a smooth ride. "What we hear from customers is that re-platforming and refactoring is the best path to cloud," said Yitzhaki-Kanchuck. "But to go there, it requires the highest level of effort, which is risky. But Amdocs with AWS can help [CSPs] straighten the curve."
With that, the speakers discussed how this can be done more intelligentially. For instance, they touched on how Amdocs and AWS have developed a migration roadmap that enables CSPs to transition from legacy systems to cloud-native platforms more securely and efficiently. With AI-driven tools such as Amazon Q, CSPs can optimize their application refactoring processes, significantly reducing downtime and migration risks. Further, how Amdocs Operations Agent can help monitor issues using GenAI.
The Time to Act is Now
As Innovate Americas 2024 ended, it was clear that GenAI is here to stay, and Amdocs and partners are at the forefront of helping CSPs harness its power. With a focus on building practical roadmaps and fostering strategic partnerships, Amdocs is empowering telecom operators to transition to AI-driven models that deliver both operational efficiencies and enhanced customer experiences.
