Inside Tech Mahindra's AI Payment Platform for Telcos
As telecom operators face steady pressure to collect payments while also protecting customer relationships, Tech Mahindra is introducing a new platform aimed at easing that tension using automation and AI.
The company launched its ‘Agentic Payment Assistance & Collections Optimization’ solution at Mobile World Congress 2026. The enterprise platform, in the Amazon Web Services Marketplace, focuses on helping telecom providers manage payment risk, automate collections and overall improve customer engagement across their channels.
The platform uses agentic AI, which is designed to make decisions and take actions with limited input from employees, combined with cloud infrastructure and telecom integration. Tech Mahindra says the platform enables operators to test and deploy software tools including pre-built AI agents within a single environment.
It also creates potential for Tech Mahindra to partner with organisations, like Citizens Bank, to develop their Gen-AI automation systems further for earlier real-time fraud detection.
Affordable recommendations for customers
The AI agents within the platform analyse billing signals and customer data to guide payment support and collections. The solution is integrated with telecom billing platforms and customer relationship management systems (CRM) which store customer account information and interaction history used by service teams.
The AI agents review multiple data signals from these systems and determine payment risk levels. They then initiate actions such as setting up payment plans or recommending support options for customers who may struggle to meet bills.
Tech Mahindra has built the platform using native AWS tech. Amazon Bedrock provides the gen-AI and agentic AI models that power the decision-making engine.
The customer engagement relies on Amazon Connect, a cloud contact centre service that allows operators to communicate with customers across voice, messaging and chat. Workflow coordination runs through AWS Step Functions, a service that manages automated sequences of tasks across applications.
Together these components allow the platform to operate as an orchestrated workflow engine. Payment monitoring runs continuously, while AI agents coordinate communications across instant messaging apps, chat, voice and SMS depending on the situation.
Employee oversight in sensitive situations
While the platform automates much of the collections process, Tech Mahindra stresses how the oversight of employees remains part of the design, as telecom operators often deal with vulnerable customers and complex billing disputes.
The system therefore escalates certain cases to employees and allows telecom staff to review AI recommendations before action occurs in sensitive situations. The hybrid model aims to combine automation with responsible customer engagement.
Birendra Sen, President of Business Process Services at Tech Mahindra, emphasises the importance of oversight by employees for certain customers.
āTelecommunications operators today are under growing pressure to protect revenue without compromising customer trust," he says.
āTraditional payment and collections approaches are reactive, fragmented, and expensive to scale.
āOur āAgentic Payment Assistance & Collections Optimizationā solution, now available in AWS marketplace, redefines this model by combining agentic AI with human oversight, enabling proactive revenue protection while delivering compliant customer engagement.ā
Instead of waiting for missed payments, the system monitors account behaviour and intervenes earlier from predicting account activity, sending payment options or reminders.
The automation of these processes can reduce manual workload in contact centres for telecom operators managing millions of customer accounts.
At the same time, earlier engagement may help lower 'churn', customers leaving a provider.
AWS marketplace and telco deployment
Telecom operators can deploy the system through an existing cloud procurement channel. AWS Marketplace acts as a catalogue where companies purchase and deploy software that runs on Amazon’s cloud infrastructure.
This route allows operators to integrate the platform into existing cloud environments without complex procurement or infrastructure setup. The system runs on scalable cloud resources, enabling it to handle large telecom datasets and customer bases.
Tech Mahindra positions the platform as part of its broader collaboration with Amazon Web Services. By combining telecom consulting knowledge with AWS services, the company aims to deliver packaged solutions that telecom operators can deploy quickly.
Tech Mahindra's release offers several operational benefits. Its automated risk monitoring can identify accounts likely to fall behind on payments, while AI-driven workflows can set up payment arrangements automatically.
It also means that customer engagement can occur through multiple channels including messaging apps, chat, voice and SMS.
The automation targets common telecom challenges, which are high billing volumes, complex customer journeys and pressure on collections teams to maintain both compliance and customer satisfaction.
With the launch at Mobile World Congress 2026, agentic AI becomes a fundamental part of telecom financial operations which positions automation as a tool to manage revenue protection and maintain customer engagement across digital channels.
