The deployment of generative AI (GenAI) in the telecom industry is in the early stages. Companies like Amdocs are making significant strides. It is making waves lately and after the recent Digital Transformation World (DTW) event in Copenhagen. Its chief marketing officer Gil Rosen revealed that their amAIz platform is ready to serve the customers directly. He claimed that it can outperform human customer service agents.
Amdocs is a well-known company for its business and operational support system (B/OSS) software. It leverages telecom-specific data to adapt large language models (LLMs). It simply trains the LLMs by using proprietary data and ensures accuracy as well as efficiency.
Partnerships with giants like Nvidia, Microsoft, AWS and Google have positioned the company as a crucial player in the telecom industry. It has become a reliable platform for connecting customer information systems to LLMs.
GenAI trained on telecom-specific information can also address network issues, reducing the time it takes to identify and resolve problems. By identifying affected customers, particularly high-paying ones, GenAI offers a significant advantage. Amdocs is transitioning from the proof-of-concept (PoC) stage to production environments, with PoCs typically taking two to three months before scaling to production.
The capability of amAIz is pre-integrated into the latest suite of products of Amdocs. It can also be added to legacy products. It is learned that GenAI improves performance and cost efficiency for telcos by 30% to 80%. It also reduces customer call handling time.
GenAI faces one important challenge and it is the high computing power required. However, this also brings environmental benefits. Operators can optimize tasks by parsing them into manageable slices. Rosen acknowledged the issue of LLMs “hallucinating” or inventing information at the event. He said that initial training accuracy was about 80%. Amdocs has significantly minimized these hallucinations. It is improving further gradually.
