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Realtime intelligent customer experiences

URN C24.0.650
Topics 5G monetization, AI (Artificial Intelligence), Customer experience management
Winner

Unifying data, artificial intelligence, and automation to deliver telco growth

Telcos are currently focusing their automation and AI efforts on basic tasks and generic solutions like chatbots for customer service, rather than leveraging their data for more tailored solutions. However, to remain competitive and drive growth, telcos need to innovate and enhance customer experiences. This catalyst project aims to showcase how AI and automation, combined with telco data, can enable personalized experiences and boost digital revenue. It recognizes that digital transformation is an ongoing process requiring constant adaptation to new trends and customer expectations. The six key drivers of this Catalyst project include: - Unleashing the power of data - Growing in a saturated market - Engaging better with customers - Monetizing the data available - Improving operational efficiency - Enabling new capabilities aligned with market expectation The catalyst project will showcase how specific digital solutions can quickly make a significant impact on business outcomes. By integrating telco data with cognitive and digital capabilities, it aims to demonstrate how growth can be achieved through improved customer engagement, innovative commercial strategies, and operational efficiencies. The proposed solution involves a real-time data-driven ecosystem for growth, characterized by the following enablers: real-time, converged, data-enabled, AI-driven, customer-first, and personalized approaches. Unique and Innovative Aspects: - Data Enabled: Shifts from pulling to pushing data, exposing it by design. - Real-time: Moves from a reactive to a proactive approach with event-driven architecture. - AI Driven: Leverages AI, ML, and Generative AI for contextual and relevant insights, shifting from rule-based to AI-based approaches. - Hyper-Personalized: Focuses on individual experiences, transitioning from segmented to one-to-one approaches. Business Outcomes: - Increase Customer Satisfaction Scores up to 10% - Increase Revenue up to 15% - Improve Call Deflection (eliminate the need for customers to call) up to 50% - Reduce Call Handling Time up to 40% - Improve First Call Resolution Rates up to 20% (Source: McKinsey & Company)

Resources

0. In a Nutshell | Before Starting

C24.0.650 - Catalyst Team

C24.0.650 - Journey Trailer

C24.0.650 - Catalyst Overview

C24.0.650 - Catalyst Brochure

1. What? | The Proposed Solution

C24.0.650 - E2E Journey Infographic

C24.0.650 - Solution Overview

C24.0.650 - Customer Journey Demo

C24.0.650 - Solution Overview Presentation

2. How? | The Technical Overview

C24.0.650 - Design Document

C24.0.650 - Overall Architecture

2.1. Technical Videos

C24.0.650 - Engagement Layer

C24.0.650 - Billing

C24.0.650 - AI Engines

C24.0.650 - MATRIXX - Digital Monetization

C24.0.650 - Arcturus

C24.0.650 - Proxima

3. Then? | The Conclusions & Learnings

C24.0.650 - AI Models Metrics and Accuracy

C24.0.650 - Tangible Business Benefits

Inform feature

Hyper-personalization of services through AI and automation is the key to CSP growth

Contact team

Email the members of the Catalyst team to request more details.

Name
Email

Team members

Bell Canada logo
Champion
Celfocus logo
MATRIXX Software logo
Qeema Consultancy and Technology Service logo
Saudi Telecom Company logo
Champion
Vodafone Group logo
Champion

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