CSPs’ customer support and service centers can at times become overwhelmed – meaning they can overlook important aspects of customer interactions, such as the individual’s service history and previous incidents. Generative artificial intelligence (genAI) could help CSPs address this challenge and ultimately transform telecoms customer service by correlating full customer history records with actual network events and real-time interactions. To that end, this Catalyst will use genAI to develop an interactive interface that can fully understand the customer intent and sentiment and can resolve issues automatically. It will create a domain-specific genAI system by linking CSPs’ proprietary models with public large language models (while meeting privacy and legal obligations) and then refine that system over time. When the customer makes an enquiry through chat or voice, the proposed solution would use speech, text and/or video to deliver hyper-personalized conversations to help customers fix problems. These could include Wi-Fi coverage holes, subscription issues, billing questions, plan changes (including automatic discounts) and upselling relevant products. The aim is to develop a system that can progress through a sequence of correlation, scoring, insight and action in just 8 milliseconds. As better customer service will create enthusiasm and stickiness for a CSP’s brand, the solution should improve CSPs’ net promoter scores (NPS), ultimately increasing customer lifetime value. At the same time, CSPs will be able to reduce costs, allowing employees to focus on more value added and complex interactions: those that need empathy and a human touch. The project team will measure the success of the solution by tracking the impact on CSPs’ revenue, profitability and operational efficiency. It plans to provide a full business value calculator that will predict the return on investment (ROI) of a deployed production version of the solution. The goal is to exceed the 641% ROI (over a three year period) achieved in phase one of the catalyst, which employed hyper-personalization to improve customer satisfaction, reduce churn and increase customer lifetime value.