Personalize Customer Experiences

The future of telecommunications is personal. AI-driven insights are giving operators the ability to recognize every customer, predict their needs, and deliver experiences that feel uniquely tailored across every touchpoint. Working with Microsoft, telecoms are using advanced AI to transform customer engagement into a competitive advantage, fueling loyalty, unlocking new revenue streams, and powering sustainable growth. Telecommunications companies are building next-generation AI agents with a unified set of Microsoft tools designed to work seamlessly together. Microsoft Foundry provides the foundation for developing high-quality agents by handling model orchestration, grounding, and evaluation so responses are accurate, trustworthy, and production-ready. Foundry IQ connects these agents to trusted permission-aware enterprise knowledge, bringing together customer data, network, insights, policies, and operational systems so every interaction is informed by the full context of the customer’s situation and intent. Copilot Studio gives telco teams a low-code environment to design, configure, and deploy these agents across care, sales, and field service scenarios. And when these agents run inside Dynamics 365, telecom operators gain a fully integrated platform that connects customer service, sales, and field operations dramatically improving customer engagement, speeding resolutions, and boosting operational efficiency across the entire value chain. Telstra’s use of AI-powered assistants has resulted in 90% of users reporting significant time savings and follow up customer contacts have been reduced by 20 % Amdocs Customer Engagement Platform, or CEP, brings together Microsoft’s AI and cloud capabilities with Amdocs’ deep telecom expertise to simplify operations across the entire customer lifecycle. CEP helps operators personalize sales, onboarding, and service journeys with connected data and AI-driven insights, boosting productivity and improving customer satisfaction. Together, Microsoft and our partners are helping telecom operators move beyond generic service and deliver seamless, intelligent, deeply personalized experiences that build loyalty and reduce operational cost. Join us as we shape the future of telecom and unlock what’s possible for the next generation of industry leaders.