Tech Mahindra launches agentic AI for telecom payments

Tech Mahindra has introduced an agentic AI-powered payment assistance and collections optimisation solution for telecommunications operators, signalling a growing push within the sector to apply autonomous AI systems to revenue management and customer engagement.

The solution, launched at Mobile World Congress 2026 in Barcelona, is designed to help telecom providers automate payment assistance processes and improve collections outcomes while maintaining regulatory compliance and customer trust. The platform will be made available through the Amazon Web Services Marketplace, allowing operators to discover, deploy, and manage the offering within a cloud-based ecosystem.

Built on native AWS services including Amazon Bedrock, Amazon Connect, and AWS Step Functions, the solution integrates with existing billing and customer relationship management (CRM) systems. It uses agentic AI to analyse payment behaviour, monitor potential payment risks, and autonomously trigger actions such as setting up payment arrangements or initiating customer follow-ups across channels including messaging platforms, chat, voice, and SMS.

According to Tech Mahindra, the platform is designed to transform traditionally manual and reactive collections processes into automated workflows. The system continuously evaluates data signals to determine appropriate payment assistance options and coordinates engagement with customers while maintaining compliance safeguards and human oversight for complex cases.

Birendra Sen, President – Business Process Services, Tech Mahindra, said, “Telecommunications operators today are under growing pressure to protect revenue without compromising customer trust. Traditional payment and collections approaches are reactive, fragmented, and expensive to scale. Our ‘Agentic Payment Assistance & Collections Optimisation’ 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.”

The launch reflects a broader shift across the telecommunications industry toward AI-driven operational automation. As operators face increasing cost pressures and competition, technologies that enable proactive revenue management and improved customer experience are becoming a strategic focus.

By positioning the solution within the AWS Marketplace ecosystem, Tech Mahindra is also strengthening its collaboration with Amazon Web Services while targeting telecom providers seeking scalable AI deployments that can be integrated with existing enterprise systems.