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Agentic ODA for proactive personalized customer experiences

URN C25.0.793
Topics AI (Artificial Intelligence), Customer experience management, Customer Relationship Management (CRM)

Your ODA coupled in seconds using Agentic RAG-based AI

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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.

Team members

Amazon Web Services, Inc. logo
Aria Systems Inc. logo
Calvi Business Software B.V. logo
Salesforce logo
Telecom Argentina, S.A. logo
Champion
Vodafone Group logo
Champion

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