Communications service providers (CSPs) are navigating significant challenges, including declining revenues, infrastructure investment demands, and increased competition. To counter these pressures, CSPs are redefining service experiences through advanced AI solutions, ranging from chatbots to comprehensive analytics that deliver personalized services. However, standalone AI applications face limitations due to lack of integration across back-office systems. The adoption of agentic AI architectures allows CSPs to connect disparate Business Support Systems (BSS), enabling seamless collaboration among AI agents. This proactive approach to customer care was showcased at TM Forum’s Catalyst program, where a coalition of CSPs demonstrated an intelligent, autonomous AI ecosystem. This model promises measurable benefits, such as a 50-70% reduction in call center inquiries, a 15% drop in operating costs, and improved churn rates. Moreover, this interoperable AI framework is applicable across various industries, enhancing customer interactions and operational efficiency. For more insights, explore the Catalyst project.
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