The Landscape HBB (Home Broadband) has significantly increased in importance and has become a key growth engine for operators. For many customers, HBB has evolved from being purely for entertainment into both an entertainment platform and a “profit-making business hub.” As a result, customers are now more willing to pay for higher-value and premium services that support both their personal and business needs. Using the TMF Assets, champions requirements and latest technology, we build a personalized agent to serve our HBB customers. Solution Our team leverages PACE (Packet-sequence Analysis & Characterization Engine Encoder) and HEDM (Home Broadband Experience Diagnosis Model) on the Digital Twin (DT) HBB Experience Platform to generate a “Customer Fingerprint” for rapid detection of anomalies in customer experience. The platform is further enhanced to analyze the impact from other users within the same floor, building, and even district, enabling a more accurate and holistic understanding of HBB performance. With this fast and precise analysis capability, the platform is highly effective in reducing customer complaints and eliminating repeated fault experiences. In addition, the “Customer Fingerprint” enables the creation of customer categories (over 1,000) and building categories (more than 10). Combined with the capability to monitor over 8,000 devices, it provides deep insights into customer usage behavior and experience. Through the orchestration layer, which connects various application modules (including fault management, campaign management, billing management, and experience management) to Intelligent Agent applications, the platform delivers personalized and empathetic interactions. This enables a true “single touchpoint” across the entire customer lifecycle, including HBB Buy, HBB Use, and HBB Share. Addressing the Challenges * Providing one effective touch point to support three main customer lifecycle – Intelligent Agent applications enable HBB users to enjoy a “single touchpoint” across the full customer lifecycle (Buy, Use, and Share), significantly improving customer experience. With the Intelligent Agent, most support had achieved Zero-X and Operation efficiency has significantly uplift through powerful data analytics. * Reducing campaign and billing reminder bad experience – The Intelligent Agent (with or without Field Maintenance Engineer involvement) provides appropriate recommendations for upsell and cross-sell opportunities. It also delivers timely and relevant reminders for bill payments and contract renewals, reducing customer annoyance. * From standard BOT to personalized agent – By leveraging advanced data analytics to understand customer priorities (such as cost, quality, and value), the system delivers empathetic, personalized interactions, transforming traditional chatbot experiences into intelligent, customer-centric engagement. Business and Customer Impact * Improved customer experience – Participating operators have achieved top Net Promoter Score (NPS) rankings in their markets or received best service awards. * ARPU and revenue growth – Campaign effectiveness has improved by 2–3 times, reducing customer annoyance while increasing operator revenue and ARPU. * Operation Efficiency – With powerful data analytics, anomaly detection is faster and much more accurate so that HBB root cause identification reduce from hours to minutes and Complaints are reduced by double digits. * Scalability – The solution has expanded to cover 40% more HBB customers (adding in 80+ million customers) compared to Phase 1, with champions and participants compare to Phase 1.