Shaping the Future of Telecom: Amdocs’ Catalysts Innovation at DTW Ignite 2025

This month’s DTW Ignite 2025 in Copenhagen focuses on the tangible shifts needed to drive the telecom ecosystem forward: from composable IT and autonomous networks to AI and data intelligence. 

At Amdocs, we are proud to be at the forefront of technology, showcasing at DTW Ignite five powerful catalysts – cross-industry proof-of-concept projects designed to test, validate, and scale innovation – that reflect our deep commitment to shaping the future of telecom. These catalysts span AI, automation, digital twins, autonomous agents, and generative AI (GenAI). These aim to deliver impact at scale and are collaborative programs with our leading customers and main partners.

Let’s take a closer look.
    
1.     Beyond Chatbots: Hybrid AI for Fully Automated Proactive Customer Care - Phase II

Telecom customer care continues to operate in a reactive, siloed, and costly model.

Relying on users to report problems creates a critical blind spot. Many frustrated customers never reach out and simply disengage, leading to silent churn and revenue loss. Existing tools—predictive models, chatbots, and service dashboards—operate in silos. While they detect technical issues, they rarely identify which customers are affected. As a result, affected users either escalate to the contact center—driving up operational load—or quietly leave, leading to lost revenue and lower customer retention.

This catalyst delivers an end-to-end, AI-powered proactive care solution. It unifies predictive and generative AI to create a seamless support flow—from early issue detection to resolution. The hybrid AI model uses machine learning to forecast likely calls and silent churn, while telecom-trained GenAI agents proactively reach out to impacted users with contextual, personalized support—before they contact the provider.

Developed by Amdocs Data & GenAI Studio, in collaboration with MTN, Verizon, Deutsche Telekom, Telia, Viettel, Mascom, Sapir College, and technology partner Microsoft and Snowflake, it connects network events directly to customer behavior, enabling real-time, intelligent care. This solution marks a turning point in telecom care. With AI at the core, it helps CSPs act early, reduce costs, improve satisfaction, and scale support efficiently—turning care into a proactive, customer-centric advantage.

2.    Growing B2B with Autonomous Agents

For communications service providers (CSPs), B2B is a strategic growth area—enabling them to capture a greater share of ICT spend by helping businesses enhance agility and efficiency. Through connectivity, CSPs gain a foothold into adjacent domains like IoT, cloud, edge compute, mobile private networks, and industry-specific solutions.
While B2B is often treated as if it is a single entity, it has various subsets that have their own requirements and challenges. One of these is the midmarket—businesses with 50-1,000 employees with a high volume of customers who require customized business solutions that cannot be served profitably by processes in place for large enterprises relying heavily on manual work.

Working with Vodafone, SEACOM, Microsoft and AIonOS, we created an agentic solution which uses AI and automation to create a customer-driven midmarket B2B commerce experience. Customers can select and tailor packages aided by agents, enabling CSPs to efficiently serve more customers – a win-win of flexibility for buyers and profitability for CSPs.

As a TM Forum Moonshot Catalyst aligned with ODA-in-a-Box principles, we created a scalable platform that not only streamlines deployment but also provides a flexible base for future enhancements through integration of additional components and capabilities. With Microsoft and AIonOS powering the “innovation ODA canvas” and Amdocs providing the “core ODA canvas” supporting the quote-to-agreement process where Model Context Protocol (MCP) being a common communication mechanism between both ODA canvas and AI agents, the solution offers CSPs a future-ready, modular, telco-grade foundation for the agentic solution.

3.    Generative Orchestrator - Automating Product and Network Alignment with GenAI

This catalyst tackles a major challenge for CSPs: the need to rapidly launch B2B services while grappling with the slow, manual process of aligning product concepts to orchestration workflows and APIs. This gap not only delays time-to-market but also strains operational resources, limiting scalability and competitiveness.

Developed by Amdocs along with BT Group, Dialog, Telstra, Axiata Digital Labs, Infosys and Microsoft, the catalyst leverages GenAI to automate the entire journey from product definition to deployment, including API integration and service onboarding. This results in faster time-to-market, reduced costs, and improved customer experience, with future enhancements planned for visual and natural language input processing in line with industry standards.

This initiative builds on Telstra’s leadership and its strong partnership with Amdocs. Amdocs’ Service Orchestration solution, long aligned with Telstra’s growth strategy, is central to the catalyst. The solution delivers intent-driven, closed-loop orchestration that uses AI-powered reasoning to align product definitions with dynamic network resources—enabling real-time, automated service fulfillment via TM Forum Open APIs.

4.    BIND: Bridging Intelligence, Networks, and Digital Twin

A critical challenge faced by CSPs remains staying profitable while adapting to a rapidly evolving digital landscape. As operators increasingly turn to Autonomous Network Operations to boost efficiency and reduce costs, they encounter a persistent obstacle of fragmented data across network domains. 

To solve this, Amdocs, along with Vodafone, Telstra, Telus, Google Cloud and Prodapt, proposed an intelligent, cross-domain solution that integrates data federation, AI/ML, and GenAI technologies. This catalyst showcases a digital twin framework enhanced by agentic AI, where multiple autonomous agents collaborate using Google’s Agent2Agent (A2A) protocol. These agents perform anomaly detection, root cause analysis, and GenAI-driven autonomous remediation, simulating and applying fixes reliably through the Digital Twin. 

Amdocs Network Inventory and Amdocs Service Assurance Suite provide comprehensive network and service data sourced from Vodafone’s network, aligned with TM Forum Open APIs. Amdocs also supports the ingestion of this data into the Google Cloud infrastructure to build a digital twin of the CSP’s network. Leveraging its deep telco expertise, Amdocs contributes to the agentic AI layer that proactively resolves network issues, enhancing performance, customer experience, and sustainability.

5.    AI-Powered Billing QA and Anomaly Detection

Bill shock remains one of the biggest pain points in telecom, accounting for up to 60% of contact center calls and 7–10% of customer churn. Beyond dissatisfaction, it’s costly—CSPs spend millions handling billing-related support calls. In fact, billing errors contribute significantly to the annual global revenue leakage for CSPs that stands at $40B, with up to 2.92% of CSP revenues lost to non-fraudulent mistakes. Why? Traditional billing systems calculate charges only after the cycle ends, using partial, rules-based QA that often misses issues until it’s too late.

Together with AWS, TELUS Digital, TELUS, and A1, Amdocs created a scalable, secure, AI-powered platform that optimizes billing accuracy. At its heart is real-time billing, where charges are calculated continuously, not post-cycle. Integrated with GenAI, the system delivers preemptive QA—identifying and resolving anomalies as they occur, before a customer sees the bill. A real-time dashboard gives QA teams full-cycle visibility, proactive alerts, and GenAI agents that pinpoint root causes and recommend resolutions.

The impact: Up to 80% fewer billing errors, drastically lower customer complaints, and a 35% drop in billing-related churn. CSPs see faster payments—all while delivering a transparent, trusted billing experience.