Latest news with #telco
Yahoo
6 hours ago
- Business
- Yahoo
From Generic to Verticalized: Amdocs Unveils a Standard for Skilled, Trustworthy Telco-Grade AI Agents
In collaboration with Amazon Web Services (AWS) and NVIDIA, whitepaper introduces a framework for telco-verticalized AI agents, emphasizing ontology, reasoning, simulation, trust and brand engineering JERSEY CITY, NJ / / June 16, 2025 / Amdocs (NASDAQ:DOX), a leading provider of software and services to communications and media companies, today unveiled a new standard defining what makes a telco AI agent an advanced, verticalized enterprise offering. In a whitepaper titled "AI Verticalization for Telcos," Amdocs presents an outline for telco-grade agents that are skilled, brand-engineered, trustworthy, and autonomous-capable of transforming how CSPs engage with customers and operate their networks. While the telecom sector has embraced generative AI at pace, many deployments fall short of true operational integration. This whitepaper defines a Telco-Grade Agent as one that is "verticalized"-deeply embedded with telco-specific skills, ontologies, and reasoning capabilities. These agents go beyond surface-level interactions, delivering network-aware, context-sensitive responses and executing intelligent decision-making rooted in domain expertise. "In the age of AI, the difference between automation and intelligence lies in specialization," said Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs. "Telco-grade agents aren't just smart-they're industry-native. They speak the language of networks, services, and customers, and they act with purpose. This framework ensures that CSPs don't just implement AI-they implement it right." Key aspects of a telco-specific AI agent include: Ontology is the Backbone of Telco Intelligence For AI agents to operate effectively in the telecommunications industry, they must understand the language, logic, and structure of telco systems. That's where ontology - a formal representation of domain knowledge that enables consistent data interpretation across platforms and tasks - becomes necessary. A well-defined telco ontology provides AI agents with a contextual understanding of service plans, technical specifications, billing structures, and customer interactions. To support this, a robust ingestion pipeline is needed-capable of handling a variety of data types that agents rely on, including real-time streams, time series data, and other structured and unstructured sources. By leveraging in-context learning and telco-specialized large language models (LLMs), agents gain advanced reasoning capabilities and adaptability. This structured framework ensures AI agents deliver accurate, relevant, and uniform responses, while allowing for seamless collaboration across systems and sub-agents. Autonomy and Predictive Reasoning That Works AI agents must operate with true autonomy-detecting issues, initiating actions, collaborating with other agents, and escalating to humans when needed-all before a customer ever reaches out. This shift from reactive support to proactive service unlocks measurable gains in efficiency and customer satisfaction. Beyond access to telco data, agents must be able to reason with it-applying domain-specific logic, workflows, and best practices to deliver decisions and actions aligned with industry expectations. This is what enables truly intelligent, telco-effective autonomy. Digital Twin and Simulation For operators, a digital twin is a real-time virtual replica of their physical network, designed to support reliable, data-driven decision-making. By continuously ingesting data and enabling high-fidelity simulations, it provides actionable insights that lead to trusted, efficient execution. Data, analytics, and AI/ML form the core foundation of any effective digital twin. Simulation plays a critical role by offering a safe and scalable environment to train and test AI agents. It allows agentic AI to learn complex decision-making, anticipate outcomes, adapt strategies, and operate autonomously-without real-world risk. When combined with a telecom network digital twin-fed in real time by data from base stations, routers, and user devices-this creates an autonomous network that can self-optimize, dynamically manage resources, and even self-heal. The result: improved performance, lower operational costs, and a significantly enhanced customer experience. Brand Engineering: Designing the Digital Face of the Enterprise As AI agents become the first touchpoint between companies and their customers-across industries, not just in telecom-how they sound, look, and respond carries real brand weight. Agents can't just be generic; they must embody the voice, tone, and personality of the brand in action. This shift matters because customers are paying attention. In a global study* commissioned by Amdocs in collaboration with McCann Tech agency and Coleman Parkes, 80% of consumers said they trust AI agents to resolve service issues, and 60% believe AI can positively shape their perception of a brand-when done right. That trust isn't automatic; it's earned through intentional design, from the agent's voice and visual presence to the way it behaves and adapts to each interaction. Trust Can't Be Trivial Enterprise-grade Agents must also possess robust non-functional capabilities. These horizontal capabilities encompass crucial aspects like trust and security, which are fundamental to the reliability and effectiveness of GenAI solutions in the telecommunications sector. By integrating these horizontal attributes, telco agents not only enhance their service delivery but also ensure that operations are secure, compliant, and trustworthy, thereby fostering stronger customer relationships and confidence. Ongoing Collaboration with Amazon Web Services (AWS) and NVIDIA Amdocs continues to work closely with NVIDIA to integrate NVIDIA's full-stack AI foundry service - a collection of NVIDIA AI Foundation Models, NVIDIA NeMo™ framework and tools, and NVIDIA DGX™ Cloud that gives enterprises an end-to-end solution for creating custom generative AI models - with Amdocs' generative AI offering, amAIz Suite. The collaboration has focused on harnessing generative AI to transform customer experiences, network automation and deliver operational efficiencies. Amdocs leveraged NVIDIA DGX™ Cloud on AWS to test and tune multiple models, while using NVIDIA NIM microservices, a part of the NVIDIA AI Enterprise software platform, to rapidly deploy models for seamless, scalable inference with industry-standard APIs. Amdocs has partnered with AWS to build enterprise-grade, cloud-native AI solutions that deliver production-ready capabilities for communication service providers (CSPs). Through this collaboration, Amdocs' amAIz Suite integrates the comprehensive generative AI stack of AWS-including Amazon Bedrock for foundation model access, AWS purpose-built data services for real-time processing, and scalable cloud infrastructure-to enable telco-grade agents that meet the critical requirements for enterprise AI: adaptability, scalability, data integration, and adherence to privacy and security standards. Amdocs, AWS, and NVIDIA have demonstrated several collaborations that show the real-world impact of GenAI in telecom. The first, presented at Digital Transformation World Asia, explored how GenAI can enhance billing and customer care and sales experiences. The second, unveiled at Mobile World Congress Barcelona and NVIDIA GTC, introduced a framework for autonomous network operations through intelligent network agents. Amdocs will be demonstrating its joint AI agent solutions with NVIDIA at TM Forum's Digital Transformation World Ignite in Copenhagen, June 17-19, 2025. *Survey, interviews and focus groups of 120 CSP leaders and 7,025 consumers aged 18-69 in 14 countries across North America, Europe, and Asia. Supporting Resources Download the whitepaper, AI Verticalization for Telcos Read the blog, Amdocs Leads the Charge in Telecom AI Innovation Through Strategic NVIDIA Collaboration Learn more about Amdocs amAIz Suite Keep up with Amdocs news by visiting the company's website Follow us on X, Facebook, LinkedIn and YouTube About Amdocs Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers' innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers' migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit Amdocs' Forward-Looking Statement This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs' growth and business results in future quarters and years. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general macroeconomic conditions, prevailing level of macroeconomic, business and operational uncertainty, including as a result of geopolitical events or other regional events or pandemics, changes to trade policies including tariffs and trade restrictions, as well as the current inflationary environment, and the effects of these conditions on the Company's customers' businesses and levels of business activity, including the effect of the current economic uncertainty and industry pressure on the spending decisions of the Company's customers. Amdocs' ability to grow in the business markets that it serves, Amdocs' ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company's products and services obsolete, security incidents, including breaches and cyberattacks to our systems and networks and those of our partners or customers, potential loss of a major customer, our ability to develop long-term relationships with our customers, our ability to successfully and effectively implement artificial intelligence and Generative AI in the Company's offerings and operations, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, Amdocs specifically disclaims any obligation to do so. These and other risks are discussed at greater length in Amdocs' filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2024, filed on December 17, 2024, and our Form 6-K furnished for the first quarter of fiscal 2025 on February 18, 2025, and for the second quarter of fiscal 2025 on May 19, 2025. Media Contacts Michael ZemaAmdocs Public RelationsMzema@ SOURCE: Amdocs Management Limited View the original press release on ACCESS Newswire Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
TechCrunch
12 hours ago
- Business
- TechCrunch
Why conversational CX maturity is the missing link in digital transformation
What's your conversational experience maturity level? In today's hyperconnected and competitive world, brands that excel in conversational customer experiences (CX) – real-time two-way interactions with consumers on their favourite digital channels – aren't just ahead. They are winning. These companies drive higher customer satisfaction, deepen loyalty and unlock efficiencies. In short, they dominate the competition. Conversational CX maturity fuels growth. Consistent, personalised, and seamless CX builds trust and emotional connections that convert long-term value. But there's a catch. Reaching conversational maturity is hard. In a digital-first, AI-powered landscape, businesses that lag behind risk losing relevance. At Infobip, CX maturity is the next frontier of digital transformation, but most brands are still on the starting line. Are you leading, lagging – or stuck in neutral? To thrive, businesses must benchmark their conversational maturity. What channels are in play? How integrated and intelligent is your tech stack? Most importantly, how do you move from reactive to proactive digital engagement? Conversational CX maturity is no longer a nice-to-have. It's a strategic imperative. It means mastering the design, implementation, and optimisation of customer interactions that feel natural, helpful, and human. Infobip's Conversational CX Maturity Index reveals benchmarks across four high-impact sectors: telco, retail and e-commerce, finance, and healthcare. And most brands are not as mature as they think. While 90% of brands claim to be omnichannel, only 33% deliver seamless, synchronised experiences. The rest? They're stuck in the multichannel trap. That's a big gap, but also a big opportunity. What's worse? More than half (51%) of firms rely on basic chatbots. Meanwhile, advanced GenAI-powered chatbots with multilingual NLP and real-time analytics are already reshaping customer expectations with real-time, personalised support. Businesses and brands must examine the range and effectiveness of their communication channels and the sophistication of integrated tools and technologies to assess conversational maturity. CX maturity is not about following technology trends or jumping on new fads. Companies excelling in this area exceed customer expectations, foster loyalty and trust, and increase sales. CX leaders commit to AI adoption. While nine out of 10 companies are dabbling in GenAI, only one or two are effectively using Conversational AI. This is another missed opportunity. Most brands stop at this surface-level use. The message is clear. If brands are not pushing conversational CX maturity, they are falling behind. We have now helped more than 6,000 businesses better understand their CX maturity. From major European retailers to banks in the middle east, our customers have used our index to understand how mature their customer CX is and how to enhance their customer journey and boost satisfaction. From CX Maturity to Digital Transformation Knowing your CX Maturity is just the start. The fundamental transformation starts with action, and that's where Infobip's Navigator comes in. Too many brands get stuck after the diagnosis. Many know the opportunity is there — but not how to seize it. Infobip Navigator tackles this. It's not just a toolkit; it's a full-scale CX transformation engine that can move quickly from insight to impact. It provides clarity and direction to enable the customer journeys of tomorrow. Our Navigator empowers customer-facing teams to identify opportunities, tailor solutions, and accelerate deals across every customer journey stage. Whether a telco wants to unify touchpoints, or a bank wants to personalise every digital interaction, Navigator gives teams the tools to act precisely and quickly. Here's how it works: • Maturity Navigator diagnoses a brand's CX maturity today. • Vision Navigator aligns CX solutions with strategic goals. • Value Navigator defines next steps to become more CX mature. • Implementation Navigator helps put CX solutions into action. • Success Navigator nurtures the solution and identifies new opportunities. Why does this matter? Because most brands stumble at the first hurdle, they assess, talk, and then stall. Infobip Navigator breaks this cycle. It transforms conversations into momentum, giving our teams and customers the structure, insight, and confidence to execute. Infobip Navigator is not just theory. It's already working, with banks in APAC, telcos across EMEA, and retailers worldwide. We're helping brands understand their current state and move up the maturity curve with a clear, pragmatic plan. No more guesswork. No more delays. Just strategic acceleration, powered by Infobip's Navigator. A roadmap to raise your CX maturity and unlock measurable results There are a few key steps for businesses and brands wanting to transform their customer experiences, embrace digital interactions, and enhance their conversational maturity. First, assess your current maturity. Identify where you are and where you want to be. Second, invest in AI-powered automation. GenAI is just the beginning. Next, agentic AI can handle routine queries and free up agents for high-value interactions. Third, double down on personalisation. Use data to deliver tailored conversational experiences. Fourth, transform at your pace, but don't wait. A phased rollout doesn't mean a slow one. Agile implementation is the name of the game. Fifth, lock down your data. Trust is built on security. Make it a core part of your CX design. It's time to lead When consumers expect more seamless and conversational experiences across every touch point, anything less is a risk. Whether for marketing, sales, or support, everything is a conversation. The only question left. Are you ready to discover where you stand? Start your CX transformation today. Take the free assessment and uncover your growth potential:
ABC News
05-06-2025
- Health
- ABC News
Melissa Maykin
As this trend spreads, concerns are growing about the risks of brain injuries and the intense pressure on young men to prove themselves. 2h ago 2 hours ago Thu 5 Jun 2025 at 12:05am Fijians used 626.13 terabytes of data watching porn last quarter, according to one telco, landing it in the top 10 countries worldwide for pornography-related searches. Thu 7 Dec Thu 7 Dec Thu 7 Dec 2023 at 6:45pm The Pacific Games has been heralded as a "resounding triumph" for the Pacific region, but with ill Solomon Islanders treated in hospital car parks, some are asking, at what cost? Tue 5 Dec Tue 5 Dec Tue 5 Dec 2023 at 5:39am The first register of its kind in the South Pacific will identify children living with cerebral palsy to help improve understanding, reduce risk factors and meet their needs. Wed 29 Nov Wed 29 Nov Wed 29 Nov 2023 at 7:57pm The developing system is the second cyclone of the South Pacific season which only began a fortnight ago. Tue 14 Nov Tue 14 Nov Tue 14 Nov 2023 at 7:34am Pasifika people are generous people – their commitment to serving and supporting others is central to their identities. But that generosity comes at a cost. Fri 10 Nov Fri 10 Nov Fri 10 Nov 2023 at 11:47pm Several of Australia's Pacific neighbours have encouraged the country to adopt the Voice. So, how do they ensure Indigenous voices are heard? Wed 4 Oct Wed 4 Oct Wed 4 Oct 2023 at 7:55pm With work underway to update New Caledonia's unique way of grappling with its colonial history, pro-independence Kanak leaders reflect on the gains made and the path ahead for the French territory. Sat 30 Sep Sat 30 Sep Sat 30 Sep 2023 at 7:21pm With the body a canvas for breathtaking craftsmanship and the transfer of knowledge, the tatau is etched into stretched skin using needle-sharp animal bones. Fri 11 Aug Fri 11 Aug Fri 11 Aug 2023 at 8:49pm Repurposed medical supplies from Queensland hospitals are improving health services for rural Papua New Guineans, who volunteers say have been left behind by their government. Sat 15 Jul Sat 15 Jul Sat 15 Jul 2023 at 7:57pm While bees are proving their worth as an effective side hustle, they're also helping communities in Solomon Islands in the fight against climate change. Fri 7 Jul Fri 7 Jul Fri 7 Jul 2023 at 9:36pm Tonga looks set to become the first Pacific country to experiment with wave technology when work commences on a power wave park later this year. Thu 22 Jun Thu 22 Jun Thu 22 Jun 2023 at 6:57pm New Zealanders on recently approved permanent resident visas call for refunds after the government streamlined their path to citizenship, making their visas virtually redundant. Fri 9 Jun Fri 9 Jun Fri 9 Jun 2023 at 7:26pm While New Zealanders have welcomed easier, cheaper pathways to gain Australian citizenship, some say they were left in the dark about plans to abolish an expensive visa that will soon be redundant. Tue 16 May Tue 16 May Tue 16 May 2023 at 7:00pm Proudly representing the Brisbane suburb of Goodna, Samoan rapper Talisi Poasa is breaking new ground for Pasifika in Australia and broadening the horizons of his beloved community, "the four-three". Sat 15 Apr Sat 15 Apr Sat 15 Apr 2023 at 7:37pm Believed to have crashed into the sea off PNG's Manus Island, the rare interstellar meteor was one of the first ever documented, and it has scientists questioning if it could be artificially made. Sat 15 Apr Sat 15 Apr Sat 15 Apr 2023 at 12:04am A landmark resolution by Vanuatu law students and its government to get climate change to the world's highest court has been adopted by the United Nations, in a bid to clarify if states are responsible for preventing climate harm. Thu 30 Mar Thu 30 Mar Thu 30 Mar 2023 at 1:30am A large contingent of ADF troops has begun a humanitarian mission in Vanuatu in the wake of last week's twin cyclone disaster, while the nation's seasonal workers in Australia are raising money for affected families. Mon 13 Mar Mon 13 Mar Mon 13 Mar 2023 at 8:32pm From cooking tutorials to family-focused gyms, these Pacific Islanders are trying to curb the disproportionate rates of chronic disease in their communities. Wed 8 Mar Wed 8 Mar Wed 8 Mar 2023 at 7:58pm Australia is sending RAAF planes, HMAS Canberra and 600 personnel to help Vanuatu's population rebuild after "evil twin" cyclone event. Mon 6 Mar Mon 6 Mar Mon 6 Mar 2023 at 5:57am Tongan woman Esitia Tupou moderates a Facebook page for Polynesians in Brisbane where they expose men they claim cheat on girlfriends, wives, and families. But experts warn it comes with risks. Fri 17 Feb Fri 17 Feb Fri 17 Feb 2023 at 6:54pm Chewed across South-East Asia and the Pacific, a market for the intoxicating betel nut has opened up in Australia, giving some Solomon Islander seasonal workers a taste of home. Thu 19 Jan Thu 19 Jan Thu 19 Jan 2023 at 10:27pm Australian Prime Minister Anthony Albanese will address the Papua New Guinea national parliament and visit the resting place of the late Sir Michael Somare during a two-day visit next week. Thu 5 Jan Thu 5 Jan Thu 5 Jan 2023 at 5:48am A Papua New Guinean researcher calls for Australia to help deliver its next national census amid speculation the population is as high as 17 million. Wed 4 Jan Wed 4 Jan Wed 4 Jan 2023 at 7:35pm Fiji's police force says it has requested assistance from the country's military after reports of violence in the wake of last week's national election. Thu 22 Dec Thu 22 Dec Thu 22 Dec 2022 at 11:22pm
