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All Moonshots

GenAI-driven customer care for multichannel business

URN M24.5.737

Topics AI (Artificial Intelligence), B2B Services, Customer experience management

Unlocking new revenue streams with a GenAI-powered care co-pilot for seamless multi-channel interactions: empowering care teams, enhancing self-care, and supporting wholesale customers.

Project companies

Up to 50% of customer interactions are focused on concerns about service quality and issues. But what if these interactions could be transformed into opportunities to boost customer loyalty (NPS), generate new revenue streams, and reduce technical support costs by up to 70%? Communications Service Providers (CSPs) face a dual challenge: slower-than-expected growth combined with increasing cost pressures. Generative AI offers a powerful solution, with the potential to improve efficiency by up to 40%, according to industry analysts like McKinsey. Beyond cost savings, GenAI can enhance revenue through intelligent upsell recommendations integrated seamlessly into the customer care journey. In practice, end-to-end customer care extends beyond simple chatbots. It encompasses everything from optimizing internal care team workflows to enhancing support for wholesale customers reselling CSP services. Effectively managing this full landscape is key to unlocking the business value of GenAI-driven customer care. Success in automating complex processes relies on combining Predictive AI-focused on expert data analysis and operational decision-making – with GenAI, which handles customer engagement. Building trust, avoiding AI-generated inaccuracies, and ensuring reliable decision-making are critical to delivering a seamless, multi-channel automated care experience that can drive true digital transformation. This Catalyst's proposed solution leverages GenAI and AI/ML technologies to create a fully integrated, end-to-end AI-driven Care Experience. This approach supports wholesale, Assisted Care, and end-user channels, dramatically reducing the time and costs associated with resolving customer issues. By harnessing network data for issue detection and resolution, we tailor responses to fit specific communication channels. This solution integrates seamlessly with BSS platforms, enabling personalized customer care and equipping Care teams with GenAI-driven Copilot tools and advanced case management features, ensuring effective follow-up through SLA compliance and KPI monitoring.