Amdocs Launches AI Agents for Telecom Customer Support on Google's Marketplace
Amdocs released AI agents designed for customer service workflows through Google Cloud's Gemini Enterprise Agent Marketplace on May 13. The agents automate customer care interactions, service requests, issue resolution, and order processing for telecommunications providers.
The agents run on Google's Gemini Enterprise platform combined with Amdocs' own operating system for telecom operations. They can handle end-to-end customer processes across digital channels and contact centers, reducing resolution time and improving first-call resolution rates.
What the agents do
The system coordinates work across existing billing and operational systems while applying telecom-specific reasoning. It handles customer-facing tasks like complaint resolution and service requests, plus backend operations like order management.
Amdocs built the agents on its Cognitive Core, which applies industry-specific logic and governance to keep deployments secure and compliant within active telecom networks.
Why this matters for support teams
Support staff typically spend time on repetitive tasks like logging requests, checking account status, and routing issues to specialists. These agents handle those workflows automatically, freeing teams to focus on complex problems that need human judgment.
The agents can also flag issues before customers notice them, moving support from reactive to preventive.
Industry context
Google announced the agent marketplace at its Cloud Next conference in 2026. Amdocs is among an initial group of partners publishing agents on the platform.
Satish Thomas, vice president of applied AI at Google Cloud, said the partnership combines "Google Cloud's cutting-edge AI capabilities with Amdocs' proven industry expertise."
Anthony Goonetilleke, group president of technology at Amdocs, said the agents help providers "move beyond traditional AI assistants toward autonomous systems that can execute complex service workflows end-to-end."
Learning more
Support professionals managing customer interactions at telecom companies should understand how AI for Customer Support is shifting from chatbot assistance to autonomous workflow execution. These agents represent a broader shift toward AI Agents & Automation that handle multi-step processes without human intervention at each stage.
For details on Amdocs' technology, visit amdocs.com.
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