The Gen AI advantage: Driving ROI and next-gen customer experiences in Telecom
By Samit Banerjee, Division President, Amdocs Customer Business Services
The telecommunications industry is entering a new phase of customer engagement. The era of reactive support gives way to predictive intelligence, where Generative AI (GenAI)-powered agents do more than respond to service requests. They anticipate customer needs, analyze usage patterns, personalize solutions, and represent the operator’s brand in every interaction. For telecom providers facing intense competition, rising service costs, and growing demand for seamless digital experiences, this shift creates a dual advantage: reducing operational costs through more efficient support while unlocking new revenue through personalized engagement that drives conversions. Realizing this potential requires designing AI agents not simply as technical systems, but as digital brand ambassadors.
At the same time, telecom operators are under pressure from shrinking margins, complex service portfolios, and rising customer expectations. GenAI changes the equation by turning everyday interactions, from billing inquiries to network issues, into opportunities...
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