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GenAI proactive customer care: AI realm agentic driven architecture - Phase II

URN C26.0.928

Topics AI (Artificial Intelligence)

By addressing these dimensions holistically, CSPs can transform AI from a cost center into a revenue driver, enhancing customer experience

Project companies

Building on the success of the previous Catalyst “GenAI Proactive Customer Care for 5G Monetization”, this phase advances the solution into a more trustworthy, governed, and enterprise-ready AI framework for customer experience operations. As CSPs adopt GenAI to drive proactive engagement, personalised recommendations, and automated care journeys, they face critical questions around AI risk, transparency, data integrity, and customer trust. This project addresses those challenges by integrating AI governance, explainability, and responsible automation safeguards into the proactive care model. The enhanced platform helps CSPs: * Ensure AI-driven decisions are auditable, explainable, and bias-mitigated * Build customer confidence through transparent and trusted AI interactions * Enable operations teams to monitor and manage AI risks in real time * Strengthen 5G and digital service monetization with smarter, safer personalised care By taking a holistic view of AI risk, trust, ethics, and performance, this Catalyst equips CSPs with a responsible GenAI blueprint that scales confidently from PoC to production. It establishes the foundation for future autonomous care systems while ensuring operators maintain full control, oversight, and brand trust.