The TM Forum’s AI Challenge presented a significant opportunity for communications service providers to explore and harness the capabilities of artificial intelligence.Leading fiber broadband provider Converge ICT Solutions Inc. recently emerged victorious in a global challenge calling for ground-breaking technology solutions – conceptualizing a project that leveraged artificial intelligence to drive up profitability by as much as 30% whilst increasing overall customer satisfaction.
Converge, together with Telecom Argentina, Vodafone GmbH, and the Vodafone Group, won TM Forum’s Moonshot Catalyst Award for its AI Challenge, with the project: “ AI-driven EBITDA Mastery : Revolutionizing Customer Journeys”. The AI-based architecture solution they came up with was created using technology from Aria, AWS, Calvi, Nespon Solutions and Salesforce.
Through the solution, the company was able to create a highly personalized interaction with customers through AI, using data analysis of billing and account data while also allowing for upselling. In another case, a field technician, through the AI solution, can access recommendations on how to solve a customer’s problem based on his history of previous diagnoses, thus speeding up issue resolution. A component of automated troubleshooting is also applied.