Only 1 in 25 Unhappy Customers Will Complain The other 96% remain silent—leaving service providers with a costly blind spot. This silence leads to unresolved issues, missed opportunities for intervention, and ultimately, silent churn. For telecom operators, this means not just lost revenue but a failure to meet customer expectations. The Problem with Traditional Care Legacy care systems are reactive. They rely on customers to initiate the support journey—by calling, clicking, or complaining. Even with chatbots, dashboards, and predictive models in place, most tools operate in silos. They detect technical issues but rarely connect those issues to the specific customers affected, leaving care teams without the clarity or speed needed to respond effectively. The Shift to Proactive, Autonomous Care Phase One: Assisted Care In the beginning, AI played a supporting role in reactive care. Once a customer initiated contact—through a call, chat, or complaint—AI stepped in to predict intent, route queries, and prioritize responses. It helped optimize workflows, but only after the problem had surfaced. Phase Two: Autonomous, Proactive Engagement Now, we’ve flipped the model. When a service issue is detected in real time, the system identifies which customers have been affected. It then predicts how those customers are likely to respond—whether by calling support, submitting a complaint, or silently churning. Based on this prediction, the system proactively engages with each customer to address the issue before they take action. This Catalyst transforms telecom care from reactive support to proactive, intelligent engagement—delivered through a robust Hybrid AI approach built to scale across millions of interactions. AI at the Core of the Solution Built for telco, Designed for scale. * AI at the core – The operational engine, not a bolt-on * Closed-loop automation – From detection to resolution, no handoffs * Silo-breaking integration * ODA-aligned – Modular, open, and fast to deploy Business Impact Even in pilots delivered : * 30%+ improvement in service quality * 80%+ satisfaction in AI-led interactions * Reduced call volumes and churn * Increased upsell/cross-sell * Lower operational costs through automation The Result: Productivity at the core. Scale at the edge. Satisfaction across the journey.