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Amdocs and Microsoft outlined the benefits of GenAI for communications service providers.
Maria Goble, Amdocs
Transforming telecom customer experience with GenAI: Insights from DTW24-Ignite
Transforming telecom customer experience with GenAI: Insights from DTW24 Ignite
Following the exclusive CSP Spotlight Session at DTW24 Ignite in Copenhagen, the telecommunications industry is excited about the transformative potential of Generative AI (GenAI) in reshaping customer experiences. The session, titled "Redefining GenAI-led Telecom CX: Strategies for an AI-Native Future," hosted by industry leaders Ron Surets from Amdocs Technology and Rick Lievano from Microsoft, with Mark Newman from TM Forum as co-host, shared strategies and insights into how GenAI is set to revolutionize the telecom sector, particularly in the realm of customer engagement.
Mark Newman, TM Forum, shared that in their recent survey of 200 CSPs, nearly 60% of executives believe GenAI and LLMs are likely to have a significant impact on business over the next one-to-two years.
At the heart of this transformation is the joint telco solution presented by Amdocs and Microsoft – the Customer Engagement Platform powered by ground-breaking copilots designed specifically for the telecom industry.
Unlocking the potential of GenAI in telecom
One of the key takeaways from the session was the immense opportunity GenAI presents for CSPs. The speakers shared valuable insights into telco-specific best practices, highlighting how GenAI can address longstanding industry challenges such as service complexity and operational inefficiencies. Ron Surets, Vice President and Head of Portfolio Product Management at Amdocs Technology, emphasized the significance of this collaboration:
"We are at the forefront of driving innovation by bringing advanced GenAI capabilities to our customers, enabling CSPs to accelerate their transformation with cutting-edge technologies from both Amdocs and Microsoft, embedded into the Customer Engagement Platform. The combined GenAI-powered solutions, integrated with a Telco-specific framework and built-in Copilots, create unparalleled experiences tailored for the telecom industry. This collaboration is a testament to our dedication to leading technological advancements in telecoms".
The power of copilots in customer engagement
A central focus of the presentation was the introduction of the joint Customer Engagement Platform developed by Amdocs and Microsoft. This platform leverages the power of built-in copilots to deliver a unified, AI-driven experience across various customer touchpoints. The copilots are designed to understand and respond to complex telecom-specific queries, significantly enhancing both customer and employee experiences.
Practical use cases of GenAI
Amdocs and Microsoft presented practical use cases of GenAI within the Customer Engagement Platform, showcasing its potential for transformative business outcomes. Ron Surets highlighted the expected benefits in key areas:
Ron Surets shared KPIs that underscore these benefits, illustrating how GenAI can drive substantial business outcomes for CSPs.
Transforming customer engagement with telco-grade GenAI
The session demonstrated how integrating telco-grade GenAI can deliver real value and transform customer engagement. Speakers discussed practical use cases spanning both consumer (B2C) and enterprise (B2B) domains, demonstrating how GenAI can:
And its expected added value and impact on CSPs' business performance.
Additionally, Mark Newman, TM Forum noted that in their survey, a further 37% of executives anticipate a significant impact from GenAI and LLMs within two to five years.
Looking ahead: An AI-native future for telecom
As the telecom industry moves towards an AI-native future, Amdocs and Microsoft reaffirmed their commitment to leading this transformation. Their joint efforts aim to equip CSPs with the tools and technologies needed to compete effectively in an increasingly digital landscape, offering experiences that rival or surpass those of over-the-top (OTT) players. The session at DTW24 Ignite marks a significant milestone in the journey towards AI-driven customer experiences in telecom. As the industry continues to evolve, the collaboration between Amdocs and Microsoft promises to deliver transformative solutions that will redefine customer engagement and drive the next generation of telecom services.
Missed the opportunity to join us? Don’t worry! We’ll be at TM Forum Innovate24 Americas on 24-25 September in Dallas. Registration for our North American exclusive spotlight session will be open soon. Pre-register here!
