Revolutionising AI Availability for Communication Service Providers via GenAI
Fresh Take:
Embrace GenAI, the game-changer in telco tech! Unlike traditional AI models, GenAI offers a versatile solution that doesn't require building a fresh model for every use case, thanks to foundational large language models (LLMs). And Amdocs wants to know how telco leaders feel about it, tackling privacy, governance, and other concerns through a detailed survey.
Partnering with Analysys Mason, the survey was both quantitative (polling over 100 telco bigwigs on their GenAI plans) and qualitative (conducing ten in-depth interviews with C-level execs worldwide). The results? Most telcos are already onboard the GenAI train! According to Ofir Daniel, 22% have deployed GenAI solutions, with another 32% in the proof-of-concept stage. By next year, expect GenAI deployment to widen the scope of automated workflows for both employees and customers.
GenAI: A Win-Win for CSPs
GenAI impacts CSPs internally and externally in several ways, boosting productivity, enriching customer interactions, and solving pain points.
Internally, GenAI powers AI to analyze customer complaints and interactions, generating tailor-made solutions taking severity, churn risk, and customer lifetime value into account. On the marketing front, GenAI-powered catalogs help devise speedy, suitably priced offers, accelerating time-to-market and boosting sales propensity.
On the customer side, GenAI empowers agents to provide a superb experience by overcoming pain points. Major complaints often revolve around bills, offers, and contracts, so GenAI can streamline these interactions, for instance, equipping agents with a GenAI Bill Inquirer that swiftly addresses queries with pinpoint accuracy.
GenAI: Making the Right Moves
Successful GenAI implementation in a CSP involves several aspects, including verticalizing GenAI specifically for CSPs, addressing data architecture, cost efficiency, agility, and integration challenges.
- GenAI Verticalization: Utilize Telco Taxonomy and Semantics that suit the industry when implementing GenAI.
- Cost Efficiency: GenAI demand drives hefty resource usage, so use tokens wisely. Acceptable LLM interactions include user input, system prompts, enrichment, and chat history. Implementing non-CSP native GenAI leads to costly, dull prompts.
- Agility: Embrace agile use case development across marketing, care, sales, and B2B domains. As telcos score early wins with GenAI, establish a CoE to coordinate activities.
- Integration: Smooth integration with internal workflows and systems is vital if CSPs want to reap transformational GenAI benefits. Focus on GenAI integration with BSS/OSS systems, network planning, and other operational workflows.
- Data Architecture: Upgrade data architectures to facilitate quick GenAI returns. Store large, easily accessible, and accurate data within scalable environments to power GenAI projects efficiently.
GenAI in Action: Amdocs amAIz
Amdocs offers a tailor-made GenAI TelcoGPT, amAIz. amAIz boasts a library of pre-built use cases, addressing specific business challenges, like the GenAI Bill Inquirer that resolves complex customer issues in natural language. Through Amdocs Copilot, amAIz seamlessly integrates with various Amdocs products like CPQ Copilot that optimizes B2B deals.
To make the most of amAIz, Amdocs has forged strategic partnerships with industry leaders like NVIDIA, Microsoft, and AWS, while maintaining an open architecture to ensure compatibility with diverse GenAI foundation models.
Get ready to revolutionize your telco operations with GenAI!
- The versatile solution, GenAI, is not only boosting productivity internally but also enriching customer interactions externally for Communications Service Providers (CSPs) by providing tailor-made solutions based on artificial-intelligence technology.
- In the ongoing quest to successfully implement GenAI in CSPs, a crucial factor is verticalizing the technology specifically for the telco industry using Telco Taxonomy and Semantics, a key application of artificial-intelligence.
