In the first phase of the Catalyst project, “Beyond Chatbots,” we tackled the issue of fragmented customer service in telecom by leveraging Generative AI and machine learning. We improved customer interactions with personalized, real-time responses, achieving over 70% accuracy in predicting customer intent and ensuring faster resolution. Additionally, we reduced operational costs by 50% through more efficient handling of interactions. Our solution also focuses on creating an industry blueprint for the effective use of GenAI, promoting best practices and widespread adoption With this progress, we are ready to take the next step—proactively addressing customer needs before they even contact customer service. In the second phase, we aim to solve this by enhancing our predictive capabilities, allowing us to engage high-risk customers before they need to reach out. This approach will help mitigate churn risks and improve customer satisfaction by offering proactive, personalized solutions. By refining our model and advancing the industry blueprint we will drive further innovation in customer engagement and operational efficiency, ensuring long-term value for telecom providers and their customers.