Inside Amdocs AOS: How Unified AI Reinvents Telecom

Interested in being a guest? Email us at [email protected] if a telecom could think with one brain? We sit down at MWC with Gil Rosen CMO from Amdocs to unpack how the company is shifting from building point solutions to delivering AOS, an agentic operating system that orchestrates many AI agents as a single, contextual layer across the business. Instead of bolt-on automations, AOS connects decisions end to end—governed, explainable, and secure—so outcomes are consistent and measurable.We walk through why domain expertise matters: telecom-specific ontologies, prebuilt process libraries, and open integration with non-Amdocs BSS, financial, and logistics systems. Gil explains how trust becomes non-negotiable when AI touches money and identity, outlining controls for repeatability, policy adherence, auditability, and scale. Then we go practical. With Market One data across tens of millions of subscriptions, operators can see which OTT bundles trend, how device cycles forecast upgrades, and where local behavior shapes winning offers. The result is smarter pricing, higher ARPU, and faster testing without rip and replace.The conversation takes a human turn with “waiting is gone.” Voice-first agents shift service from taps to talk, powered by two new layers: personality engineering to encode brand tone, and a customer digital twin that aggregates thousands of signals to tailor language, depth, and empathy. A techie hears throughput and latency; a casual user gets plain guidance and reassurance. Early results are striking, with personalized agents showing up to 3x NPS gains versus generic interactions. Beyond speed, customers feel understood—and that feeling moves retention, referrals, and revenue.Change is urgent. Three years ago the story was 5G; now it’s outcomes customers can feel. AOS offers a collaborative path forward, coordinating multi-vendor agents and existing stacks while upgrading the experience layer. If you’re ready to reimagine service, unlock new bundles, and replace hold music with helpful conversation, tune in—and then share your take. Subscribe, leave a review, and tell us what part of the customer journey AI should transform next.Support the showMore at https://linktr.ee/EvanKirstel