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GenAI proactive customer care for 5G monetization

URN C25.0.813

Topics 5G monetization, AI (Artificial Intelligence), Customer experience management

Increasing revenue by using AI, 5.5G, and GenAI to enhance service quality and deliver real-time hyper-personalized experiences, boosting NPS

Project companies

As 5G services evolve, customer care must advance in parallel to meet new expectations. Expectations are rising, and CSPs must deliver faster, smarter, and more personalized support. This Catalyst focuses on developing a genAI-powered contact center platform that uses 5G to deliver media-rich, real-time service across channels. 5G’s low latency enables the platform to support seamless communication—enabling high-quality video, voice, and data exchanges during support interactions. Combined with genAI, the system anticipates customer needs, initiates proactive outreach, and adapts the experience in real time based on individual behavior. When high-value users face issues, the platform can trigger proactive video sessions or suggest tailored upgrades. Teams can layer these directly into the ongoing customer experience. GenAI agents manage routine queries, while embedded AI assistants help live agents with real-time transcription, recommended replies, and compliance prompts. Meanwhile, omni-channel orchestration allows seamless switching between voice, WhatsApp, and video—maintaining context and continuity. To increase engagement, a digital human interface adjusts tone and appearance based on customer profile and preferences. The platform integrates with TM Forum ODA and uses standard APIs to connect smoothly with marketing, CRM, and service tools. Together, genAI and 5G power a new kind of customer care—faster, sharper, and always in tune with the service it supports. This Catalyst turns support into strategy, making personalized, real-time engagement a defining feature of next-generation networks.