Counterpoint Conversations: Amdocs Using GenAI to Transform Telco Customer Care and Sales

Generative AI (GenAI) is developing into more than a buzzword as various industries now realize its benefits and wide range of applications. The telecom industry can also gain from GenAI with use cases such as network optimization, enhanced customer experience, content personalization and AI chatbots. At the recently concluded Amdocs APAC Analyst Summit in Singapore, Neil Shah, VP of Research at Counterpoint Research sat down with Ofir Daniel, Head of Platforms Marketing at Amdocs, to talk about the strategy and use cases of GenAI for telcos.

The interview

Key takeaways from the discussion

• Beyond traditional AI, Amdocs sees GenAI as a powerful tool to accelerate day-to-day business processes. Amdocs has analyzed 600 ideas and mapped over 120 use cases across seven domains.
• Amdocs’ new ‘amAIz’ platform is designed to integrate telco workflows with GenAI capabilities. This includes customer care, sales, end-to-end service orchestration, inventory management and even troubleshooting.
• amAIz is a scalable platform that will allow telcos to bring GPTs to the telco domain.
• Initial GenAI use cases focus on sales and customer care where AI chatbots can manage routine customer enquiries and offer targeted recommendations.
• GenAI can also streamline B2B sales by generating proposals and optimizing the pricing based on customer profiles that suit their needs and usage patterns, including data usage and travel habits. This will help sales representatives to close more deals and increase revenue.
• Besides building the proprietary Copilot using its IP and software, Amdocs has also partnered with Microsoft to integrate Copilot assistant with its Customer Experience Platform (CEP), and to work with its OSS and BSS systems.
• Operators are in the initial stages of testing Copilot applications, and it will take a while before Copilot moves to autopilot.

Analyst takeaways:

• The biggest challenge faced by today’s telcos remains the same – monetization and cost savings in leveraging newer technologies whether its 5G, AI or Cloud.
• With 5G, the entire telco architecture has been transformed allowing telcos to cloudify everything beyond the RAN and drive various levels of automation to increase efficiency, scalability and drive costs down.
• However, the different levels of automation, right from RAN and Transport to Core networks, can be further enabled by AI advancement as the industry shifts to GenAI.
• Players such as Amdocs are innovating on GenAI capabilities to enable intelligent digital transformation with a platform approach by striking the right partnerships with hyperscalers as well as AI-enablers such as OpenAI, Mistral and NVIDIA.
• Amdocs is bringing its GenAI demos and use cases to telcos and potentially similar verticals. Its amAIz platform targets multiple domains such as customer care, CRM, billing, services orchestration and network troubleshooting.
• Amdocs is a one-stop shop and a leader for anything related to software, IT, services, automation if you are a telco (or any big enterprise) with unparalleled knowledge, capabilities and experience in their digitally transformational journey. This capability and experience expand across operations from billing and marketing to customer experience and analytics.
• The GenAI-led digital transformation is real and is bringing about some significant use cases.

Related Posts

Counterpoint research is a young and fast growing research firm covering analysis of the tech industry. Coverage areas are connected devices, digital consumer goods, software & applications and other adjacent topics. We provide syndicated research reports as well as tailored. Our seminars and workshops for companies and institutions are popular and available on demand. Consulting and customized work on the above topics is provided for high precision projects.

Term of Use and Privacy Policy

Counterpoint Technology Market Research Limited


In order to access Counterpoint Technology Market Research Limited (Company or We hereafter) Web sites, you may be asked to complete a registration form. You are required to provide contact information which is used to enhance the user experience and determine whether you are a paid subscriber or not.
Personal Information When you register on we ask you for personal information. We use this information to provide you with the best advice and highest-quality service as well as with offers that we think are relevant to you. We may also contact you regarding a Web site problem or other customer service-related issues. We do not sell, share or rent personal information about you collected on Company Web sites.

How to unsubscribe and Termination

You may request to terminate your account or unsubscribe to any email subscriptions or mailing lists at any time. In accessing and using this Website, User agrees to comply with all applicable laws and agrees not to take any action that would compromise the security or viability of this Website. The Company may terminate User’s access to this Website at any time for any reason. The terms hereunder regarding Accuracy of Information and Third Party Rights shall survive termination.

Website Content and Copyright

This Website is the property of Counterpoint and is protected by international copyright law and conventions. We grant users the right to access and use the Website, so long as such use is for internal information purposes, and User does not alter, copy, disseminate, redistribute or republish any content or feature of this Website. User acknowledges that access to and use of this Website is subject to these TERMS OF USE and any expanded access or use must be approved in writing by the Company.
– Passwords are for user’s individual use
– Passwords may not be shared with others
– Users may not store documents in shared folders.
– Users may not redistribute documents to non-users unless otherwise stated in their contract terms.

Changes or Updates to the Website

The Company reserves the right to change, update or discontinue any aspect of this Website at any time without notice. Your continued use of the Website after any such change constitutes your agreement to these TERMS OF USE, as modified.
Accuracy of Information: While the information contained on this Website has been obtained from sources believed to be reliable, We disclaims all warranties as to the accuracy, completeness or adequacy of such information. User assumes sole responsibility for the use it makes of this Website to achieve his/her intended results.

Third Party Links: This Website may contain links to other third party websites, which are provided as additional resources for the convenience of Users. We do not endorse, sponsor or accept any responsibility for these third party websites, User agrees to direct any concerns relating to these third party websites to the relevant website administrator.

Cookies and Tracking

We may monitor how you use our Web sites. It is used solely for purposes of enabling us to provide you with a personalized Web site experience.
This data may also be used in the aggregate, to identify appropriate product offerings and subscription plans.
Cookies may be set in order to identify you and determine your access privileges. Cookies are simply identifiers. You have the ability to delete cookie files from your hard disk drive.