Communication service providers worldwide are eager to tap into the game-changing potential of generative artificial intelligence (GenAI). However, AI’s inevitable evolution requires CSPs to avoid hard-coded integrations and prioritize flexibility when they adopt AI.
The Challenge
CSPs must reverse the trend of stagnating revenue growth, especially as markets shift, customers demand better experiences, and telcos must find new business opportunities in an already complex digital arena.
But adopting new technologies such as generative AI and large language models (LLMs) first requires that CSPs can overcome the constraints of existing legacy systems to harness these transformative powers for profit.
Catalysts Showcase GenAI-Enabled Innovation
This year’s TM Forum Catalyst Projects brought together individuals from 250+ organizations to develop groundbreaking solutions to the most pressing telecom industry challenges. We’re excited to share how CompaxDigital’s GenAI-enabled BSS powered two Catalyst projects in collaboration with some of the world’s largest CSPs.
For the AI Chat Agent Catalyst, the cross-functional team developed a sophisticated self-learning AI chatbot that leverages CompaxDigital as a new GenAI-enabled middleware platform to integrate with existing systems and telco-specific AI models, providing operational efficiency for telcos, revolutionizing the customer experience, and creating new business models that can drive revenue growth.
Current generation chatbots haven’t effectively handled the complexities of the telco market or delivered the expected ROI or CSAT results. The Catalyst demonstrates that the telecom sector is ripe for the adoption of AI chatbots and large language models to effectively discern customer intent and provide swift, precise, and personalized assistance to save costs and improve the customer experience.
The AI-Powered Smart Farming Catalyst shows the huge potential to drive revenues from IoT and telcos’ advanced connectivity enabling B2B2X commercial models. At the core of this innovation lies Generative AI as a Platform, integrated into IoT platforms driven by AI, and CompaxDigital proudly played a key role enabling the Product Catalog, workflow orchestration and multi-tenancy.
Deployed in automated agriculture environments, this powerful combination optimizes resources such as water and fertilizers and provides a huge practical value and additional revenue sources.
The Solution
By utilizing GenAI as a key driver, telcos can enable use cases such as the Catalysts above that used an AI-driven chat agent to engage in smooth conversations and solve problems like a human agent to increase profitability, or to enable new revenue initiatives, like AI-Powered Smart Farming.
CompaxDigital’s native, future-proof BSS for GenAI is perfectly suited for any use case CSPs want to test. It is designed to balance innovation and practicality, so that regardless of how AI evolves, CSPs can flexibly build AI into their strategic business operations.
Key features that allow service providers to easily experiment and customize to fit the use cases, business opportunities, policies, and processes they need across the entire customer life cycle include:
- Reusable Digital Workflows
- Full Data Access for GenAI
- Comprehensive Transparent Third-Party Integration Capabilities
- Granular Automation & Orchestration
The Benefits
As the Catalyst projects demonstrated, there are tremendous benefits from harnessing GenAI to transform operations across the entire customer life cycle.
CSPs can innovate with LLMs and SLMs to improve the customer onboarding experience, save costs, overcome complexity, and create new revenue streams. With the flexibility to adopt AI and integrate to entire ecosystems, the opportunities for GenAI-enabled innovation are nearly limitless and CompaxDigital BSS is an ideal choice to empower your AI initiatives and shake off the constraints of your legacy BSS.