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)