e& leans on Amdocs to plug genAI into core operations

UAE operator e& is deepening its use of generative AI across its business by partnering with software vendor Amdocs. The company will deploy Amdocs’ amAIz platform, which offers a set of prebuilt telecom-focused AI agents, to automate and support functions in customer care, retail and network operations. The aim is to speed up issue resolution, improve recommendations to customers and trim operational overheads.

Amdocs will provide telecom-specific safeguards around the AI tools, including logging and auditing, role-based access control and privacy controls, framed as a way to keep deployments within compliance and security boundaries. The initiative also draws on Amdocs’ work with Nvidia, which supplies AI infrastructure for building and running the underlying genAI models. e&’s acting CTIO Marwan Bin Shakar said the company sees itself as an early mover on genAI among service providers, echoing comments from group CEO Hatem Dowidar, who has been calling for the wider telecoms industry to adopt AI at scale.