NEWS
Revolutionizing Telecommunications with GenAI: Amdocs Insights
Unlocking Telecommunications Potential with GenAI
Amdocs, a leader in software and services for communications and media companies, has embarked on a comprehensive study in collaboration with management consulting firm Analysys Mason to delve into the transformative potential of GenAI technology within the telecommunications industry.
GenAI, distinguished by its utilization of foundational large language models (LLMs), represents a paradigm shift in AI deployment, offering a streamlined approach to integrating AI solutions across various use cases within telecommunications companies. Unlike conventional AI models that necessitate bespoke development for each application, GenAI promises to democratize access to AI tools for telco employees and customers alike.
Revolutionizing Telecommunications with GenAI: Key Findings & Insights
The study, comprising both quantitative and qualitative analyses, surveyed over 100 Telco leaders and conducted in-depth interviews with CSP c-level managers worldwide. The findings underscored a significant uptake of GenAI initiatives within the telecommunications sector, with 22% of respondents already deploying GenAI solutions and an additional 32% in the proof of concept or trial stage.
Ofir Daniel, Head of Platforms Marketing at Amdocs, highlights the pivotal role GenAI is poised to play in automating operational workflows for both customers and employees, with 75% of CSPs anticipating its deployment to expand their range of automated processes.
Unlocking the Potential of GenAI Adoption
The adoption of GenAI within CSPs promises a myriad of benefits across internal and external operations. Internally, GenAI facilitates heightened productivity by enabling tasks such as personalized customer treatment plans and expedited product development through AI-powered catalogues. Externally, GenAI empowers agents to deliver superior customer experiences by addressing prevalent pain points such as billing inquiries with precision and efficiency.
However, successful GenAI adoption hinges on several key considerations:
Vertical Integration: Tailoring GenAI technology specifically for CSPs ensures relevance and effectiveness within the telecommunications domain.
Cost Management: Efficient token utilization is paramount to controlling costs associated with GenAI implementation, necessitating careful optimization of prompts and queries.
Agility: CSPs must adopt an agile approach to use case development, allowing for flexible implementation across various domains within the organization.
Integration: Seamless integration of GenAI with existing workflows and systems is critical to realizing its transformative potential, necessitating interoperability with BSS/OSS systems.