Optiva Inc., a leading provider of cloud-native billing, charging, and revenue management solutions for the telecom industry, has announced the integration of agentic AI into its BSS platform and charging engine. This advancement leverages cutting-edge generative AI (GenAI) technology powered by Google’s Gemini models.
Unlike conventional chatbots that rely on predefined queries and prompts, agentic AI possesses autonomous capabilities, allowing it to make decisions, execute complex tasks, and proactively drive outcomes.
Optiva’s AI-driven BSS empowers communication service providers (CSPs) to enhance operational efficiency, reduce costs, elevate customer experiences, and boost overall business productivity. Already deployed in digital BSS transformations across the Middle East and the Americas, this innovation is helping CSPs achieve tangible improvements.
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According to Gartner, agentic AI adoption is projected to rise significantly, with 33% of enterprise software applications expected to incorporate this technology by 2028, up from just 1% in 2024. This rapid evolution is poised to generate massive productivity gains and contribute trillions to the global economy. McKinsey identifies customer operations and sales as key areas where GenAI is driving revenue growth, with AI agents shaping the next frontier of digital transformation.
By integrating agentic AI with the Optiva BSS Platform and Optiva Charging Engine, CSPs gain access to intelligent process automation, hyper-personalized customer interactions, and faster issue resolution. Google’s Gemini models enhance natural language comprehension, facilitate proactive customer engagement, and drive intelligent automation—resulting in reduced operational expenses (OPEX) and accelerated time to market. Additionally, real-time insights powered by BigQuery and Looker enable CSPs to optimize offerings, enhance billing transparency, and unlock new revenue streams, ensuring competitiveness in an evolving telecom landscape.
“Integrating agentic AI into Optiva’s BSS solutions marks a pivotal step forward in the telecom industry. We are not simply developing AI agents to streamline operations and improve customer experiences — we are establishing the foundation for a future where these agents can work together seamlessly. This will create an intelligent, interconnected ecosystem that drives exponential value for telcos of the future,” said Chrisaman Sood, AI Product Strategist at Optiva.
Key Benefits of Optiva’s Agentic AI BSS Ecosystem:
- Enhanced Customer Experience: The AI-powered customer care agent, Amica, automates queries and case resolutions, significantly reducing response times and improving satisfaction. Automated processes, from onboarding to support, deliver a seamless customer experience.
- Increased Operational Efficiency: The operations management AI agent, Kairos, proactively enhances operational workflows, reducing ticket resolution time and minimizing manual efforts. This optimization allows CSPs to resolve critical issues faster while efficiently managing resources.
- Hyper-Personalized Engagement: The sales AI agent, Sophos, enables CSPs to provide hyper-personalized offers and plans, enhancing customer engagement, increasing sales efficiency, and fostering brand loyalty.
Optiva’s adoption of agentic AI reinforces its commitment to driving telecom innovation, ensuring CSPs can capitalize on AI-powered transformation to stay ahead in an increasingly digital and competitive market.