Inside Amdocs' AI Agent Strategy with Google Cloud

Customer service is one of the biggest pressure points in the telco industry.

From billing disputes to network faults and order delays, operators handle millions of requests across apps, websites and contact centres every day.

Amdocs now wants AI to take on more of that workload through a new partnership with Google Cloud.

The software and services supplier has announced that its Telco Agents for Customer Experience are now available in the Google Gemini Enterprise Agent Marketplace.

Revealed at Google Cloud Next 2026, the launch places Amdocs among the companies building AI agents for Google Cloud’s enterprise ecosystem.

The agents were built on Google Cloud’s Gemini Enterprise platform, and they focus on automating customer-facing and operational telco processes.

Amdocs says the technology handles tasks including customer care interactions, service requests, issue resolution and order orchestration across communications service providers.

AI agents move beyond chatbots

Unlike basic chatbots that answer limited customer queries, Amdocs positions these tools as “agentic AI” systems capable of carrying out end-to-end processes.

In practice, that means the software not only responds to a customer issue but also triggers actions across telco systems to resolve it.

The company says the agents can “reason, orchestrate and execute end to end telco processes”, with the aim of improving resolution times and lowering operational costs.

The platform also targets higher customer satisfaction across digital channels and traditional contact centres.

“Enterprise customers need AI solutions that are not only powerful but also secure, scalable and easy to deploy,” says Satish Thomas, Vice President, Applied AI & Platform Ecosystem, Google Cloud.

“This collaboration brings together Google Cloud’s cutting-edge AI capabilities with Amdocs’ proven industry expertise, offering communications service providers an accelerated path to deploying agentic AI at scale.”

Built for telco operations

Amdocs built the new offering on its aOS platform, which the company describes as an “agentic operating system” for telcos.

The setup combines the company’s Cognitive Core technology with Gemini Enterprise for CX to coordinate workflows across existing business support systems and operational support systems.

Those systems, commonly referred to as BSS and OSS, sit at the centre of telco operations. BSS platforms manage customer-facing functions such as billing and subscriptions, while OSS tools oversee network operations and service delivery.

Amdocs says its Cognitive Core acts as the intelligence layer within the wider aOS platform, applying telco-specific reasoning and governance to support AI deployment inside live operator environments.

That focus on telco workflows is likely to appeal to operators wary of introducing generic AI tools into highly regulated environments that process customer and network data at scale.

Faster handling and proactive support

One of the main attractions for operators is efficiency. Customer support is expensive, especially when issues require multiple interactions or transfers between departments.

Anthony Goonetilleke, Group President Technology and Head of Strategy at Amdocs, says: “We’re thrilled to be among a strategic group of companies globally to publish agents on Gemini Enterprise.

“This reinforces our agentic AI strategy to help CSPs move beyond traditional AI assistants toward autonomous systems that can execute complex service workflows end-to-end.

“By combining Amdocs’ telco expertise with Google Cloud’s AI, these agents reduce handling time, improve first call resolution and enable proactive issue prevention, while maintaining enterprise-grade trust, governance and security.”

The emphasis on first-call resolution and proactive support reflects growing pressure on telco operators to improve customer experience while controlling support costs.

With Gemini Enterprise now acting as the delivery platform, Amdocs gains access to Google Cloud customers already exploring enterprise AI deployments.

The partnership offers another route for telco operators to introduce AI-driven automation into customer service and operational workflows without developing systems internally.