Otera + Amdocs

Overview

Amdocs provides BSS/OSS solutions to over 350 communications service providers globally. The platform handles billing, charging, customer management, and network operations, but exception resolution, complex disputes, and decision-intensive processes still require manual intervention. Otera's AI agents take over the decision layer, autonomously evaluating situations and completing work end-to-end.

How It Works

Otera works alongside Amdocs, transforming pending exceptions into resolved outcomes.

• Access subscriber data: Agents retrieve customer profiles, billing records, and service configurations from Amdocs, establishing context for autonomous processing.
• Resolve billing disputes: Otera evaluates disputed charges against usage data, policy rules, and customer history, determining appropriate adjustments automatically.
• Process service changes: AI agents handle plan modifications, feature activations, and account updates end-to-end, applying business logic without manual queues.
• Escalate complex cases: When disputes involve regulatory considerations or high-value accounts, Otera routes them with full documentation and recommended resolutions.