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All Moonshots

Agentic ODA for proactive customer experiences

URN M25.0.793

Topics AI (Artificial Intelligence), Customer experience management, IT Transformation

Your ODA coupled in seconds using agentic RAG-based AI

Project companies

This catalyst focuses on empowering TM Forum’s Open Digital Architecture (ODA) with agentic RAG capabilities, enabling a loosely coupled, modular agentic AI system where each ODA component functions as an independent, AI-powered agent. By embedding Agentic RAG within each ODA component, this architecture facilitates real-time alerting and response generation, enabling cohesive, multi-channel proactive customer engagement. With this framework, each functional module in the ODA (e.g., billing, service management, product catalog) can independently retrieve contextually relevant AI-based information and deliver personalized AI-driven responses and notifications. This approach makes it possible to deliver a seamless, full-lifecycle, white-glove customer experience at scale. This catalyst will demonstrate the business value of enhancing ODA with Agentic AI and Agentic RAG to enable dynamic, autonomous interactions across components, yielding substantial savings in deployment and integration costs compared to OpenAPI or Data Trading. When used for proactive use-cases, we will demonstrate how an agentic AI architecture increases customer satisfaction, lifetime value, and cross-sell and upsell opportunities while lowering support and operational expenses. Finally we’ll showcase how real-time insights, predictive maintenance, and preemptive issue resolution enhance brand perception and customer loyalty, while agile service adaptation and efficient resource allocation boost workforce productivity.