How AWS and Tech Mahindra Boost Telco AI Payment Collections

As telecom providers continue to balance the pressure of securing payments with maintaining strong customer relationships, Tech Mahindra has unveiled a new AI-powered platform designed to automate and optimise that process.

The company introduced its Agentic Payment Assistance & Collections Optimization solution during Mobile World Congress 2026 – an enterprise-grade system now available via the AWS Marketplace.

The platform enables telecom operators to better manage payment risk, accelerate collections through automation and enhance customer interactions across digital channels.

Driven by agentic AI, the technology integrates decision-making algorithms capable of acting with minimal human input, underpinned by scalable cloud architecture and native telecom interoperability.

According to Tech Mahindra, the solution allows operators to test, deploy and orchestrate a range of pre-built AI agents within a unified environment.

The platform’s modular design also opens the door for collaborations with financial and enterprise partners – such as Citizens Bank – to co-develop advanced Gen AI automation frameworks that strengthen real-time fraud detection and predictive analytics.

Affordable recommendations for customers

Within the platform, intelligent AI agents analyse billing signals and customer data to streamline payment support and collections processes.

The solution is fully integrated with telecom billing platforms and customer relationship management (CRM) systems that store account details and interaction histories used by service teams.

These AI agents process multiple data signals from connected systems to assess payment risk levels, dynamically triggering actions such as proposing payment plans or suggesting tailored support options for customers facing potential billing challenges.

Tech Mahindra developed the platform using native AWS technologies, with Amazon Bedrock supplying the Gen AI and agentic AI models that drive the core decision-making environment.

Customer engagement is powered by Amazon Connect – a cloud-based contact centre enabling seamless communication across voice, chat and messaging channels.

Meanwhile, workflow orchestration is managed by AWS Step Functions, which automate and synchronise complex task sequences across applications.

Together, these components function as an integrated orchestration layer.

The platform continuously monitors payment activity, while AI agents coordinate real-time communications across instant messaging, chat, voice and SMS – ensuring responsive, data-driven customer engagement at scale.

Employee oversight in sensitive situations

While the platform automates a significant portion of the collections workflow, Tech Mahindra underscores that human oversight remains integral to its design – especially as telecom operators frequently manage vulnerable customers and complex billing challenges.

To address this, the system automatically flags specific cases for employee review, enabling staff to assess AI-generated recommendations before any action is taken in sensitive scenarios.

This hybrid model blends automation with responsible decision-making, maintaining a balance between operational efficiency and empathetic customer care.

Birendra Sen, President of Business Process Services at Tech Mahindra, highlights that maintaining human oversight ensures accountability and reinforces trust in how AI is applied across customer-facing operations.

“Telecommunications operators today are under growing pressure to protect revenue without compromising customer trust," he says.

“Traditional payment and collections approaches are reactive, fragmented, and expensive to scale.

“Our Agentic Payment Assistance & Collections Optimization 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.”

Rather than reacting to missed payments, the system proactively monitors account behaviour to anticipate potential issues – predicting activity patterns, issuing reminders and presenting payment options before problems arise.

By automating these tasks, telecom operators can significantly reduce manual workloads within contact centres handling millions of customer accounts.

At the same time, this early, data-driven engagement helps strengthen customer loyalty and reduce churn rates by addressing payment challenges before they escalate.

AWS marketplace and telco deployment

Telecom operators can access and deploy the system directly through their existing cloud procurement channels, with AWS Marketplace serving as a central catalogue for purchasing and integrating software built on Amazon’s cloud infrastructure.

This approach enables operators to embed the platform seamlessly within their current cloud environments, avoiding complex procurement cycles or additional infrastructure setup.

Running on scalable AWS resources, the platform is designed to support high-volume telecom datasets and expansive customer networks.

Tech Mahindra frames the offering as a key element of its ongoing collaboration with Amazon Web Services – bringing together deep telecom domain expertise and AWS’s suite of cloud-native tools to deliver ready-to-deploy, AI-driven solutions for communication service providers.

Tech Mahindra’s new release delivers a range of operational advantages for telecom operators.

Its automated risk monitoring engine identifies accounts at risk of late payments, while AI-driven workflows can proactively establish tailored payment arrangements without manual intervention.

Customer interactions are supported across multiple digital channels – including messaging apps, chat, voice and SMS – ensuring flexibility and responsiveness across platforms.

The automation directly addresses core industry pain points: high billing volumes, intricate customer journeys and consistent pressure on collections teams to balance compliance with customer satisfaction.

Unveiled at Mobile World Congress 2026, the platform signals a turning point where agentic AI becomes central to telecom financial operations – positioning automation as a strategic enabler for revenue protection, real-time engagement and enhanced customer retention.