CSPs must enhance customer experience (CX) and reduce service costs. GenAI is opening new possibilities here—and well beyond the basic chatbots we are all now used to. This Catalyst demonstrates how genAI and machine learning can respond to anticipate customer intent before any interaction begins. Following a successful Phase I deployment—with over 70% accuracy in predicting intent and a 50% reduction in operational costs—Phase II expands the approach to deliver proactive, personalized engagement that prevents issues before they arise. The solution is rooted in the Catalyst's ‘Intent and GenAI Factory,’ a scalable platform that continuously identifies, vets, and builds new intent models. These models enable real-time routing to virtual agents powered by genAI, capable of managing full interactions autonomously. Phase II introduces new use cases—such as churn prevention and upsell opportunities—facilitating predictive analytics and live customer data. It adheres to TM Forum best practices and uses Open Digital Architecture (ODA) and APIs like TMF696, TMF677, and TMF678. This ensures seamless integration, scalable adoption, and accurate billing and usage monitoring. By aligning with these standards, the Catalyst provides a replicable blueprint for genAI-driven transformation in telecom customer service. This Catalyst has already demonstrated measurable business impact: a 40% reduction in call durations, 30% fewer repeat calls, and projected NPS gains of up to 5 points. In Phase II, success will be measured through increased prediction accuracy, faster resolution rates, improved retention, and expanded automation coverage. By combining genAI with intelligent intent prediction, this Catalyst sets a new standard for telecom CX. It demonstrates that the future of customer service lies not just in automation—but in anticipation.