Sunday, June 30, 2024

Converge and partners Win TM Forum Moonshot Catalyst Award for AI-Driven Customer Experience Innovation

Converge beat out other Catalyst teams, composed of global technology leaders and industry giants. 

Converge ICT Solutions Inc., a leading fiber broadband provider, has been recognized for its groundbreaking AI-powered solution that optimizes customer journeys and drives significant business growth. The company, alongside partners Telecom Argentina, Vodafone GmbH, and Vodafone Group, secured the coveted Moonshot Catalyst Award at TM Forum's DTW'24 - Ignite & Innovate Asia 2024 event in Copenhagen.

Their winning project, "AI-driven EBITDA Mastery: Revolutionizing Customer Journeys," showcases a cutting-edge AI architecture that leverages generative AI to personalize customer interactions and streamline service delivery. The solution, built using technology from Aria, AWS, Calvi, Nespon Solutions, and Salesforce, tackles real-world scenarios, such as billing inquiries and technical installation issues.

"This Catalyst program perfectly showcases Converge's innovative approach to resolving customer issues and enhancing customer-facing processes," said Converge CEO and Co-Founder Dennis Anthony Uy.  "We see this as more than just a theoretical exercise; it's a framework we aim to implement to improve customer experience using AI."

The TM Forum’s AI Challenge presented a significant opportunity for communications service providers to explore and harness the capabilities of artificial intelligence.

The AI solution delivers a range of benefits:

- Faster resolution times:  AI-powered troubleshooting and recommendations streamline problem-solving for both customers and field technicians.

- Personalized customer interactions:  Data analysis enables tailored interactions, including upselling opportunities.

- Increased productivity and revenue:  Improved efficiency and customer satisfaction lead to a projected EBITDA increase of 31-57%, primarily through optimized customer service operations.

The solution leverages TM Forum's Open Digital Architecture (ODA) to enable seamless access for AI models, allowing them to process dynamic data and drive efficient problem-solving. This win underscores Converge's commitment to leveraging AI to transform the customer experience and drive sustainable business growth.

TM Forum, a global alliance of telco and tech companies, fosters innovation through its Catalyst program, bringing together industry leaders to co-create solutions that leverage Open APIs, ODA, AI, and automation to drive industry change. Converge's award-winning project exemplifies the power of collaboration and the potential of AI to revolutionize customer service and drive significant business impact.

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