This Catalyst project reimagines broadband troubleshooting through an AI-driven, autonomous packet capture and root-cause analysis solution that transforms how communications service providers (CSPs) manage customer experience. By integrating intelligent packet capture directly with Customer Experience Management (CEM) systems, the solution continuously monitors service quality and automatically initiates remote diagnostics whenever user experience degradation is detected. This removes the reliance on reactive troubleshooting and enables CSPs to identify and resolve issues before they significantly impact customers. At the heart of the innovation is an always-on remote packet capture capability combined with advanced AI protocol intelligence. The solution uses large language models and specialised AI analytics to automatically interpret complex packet capture data, detect anomalies, and perform end-to-end fault demarcation across eight network segments. Tasks that traditionally required highly skilled network specialists and lengthy manual analysis are converted into automated, plain-language insights that can be acted upon within minutes. The project addresses a critical industry challenge where network performance metrics can appear healthy while customers still experience slow browsing, buffering or poor WiFi performance. By eliminating technician dispatches and in-home packet capture activities, the solution dramatically reduces operational complexity, cost and customer disruption. The entire diagnostic process becomes a seamless, “one-click” experience for frontline teams, making expert-level packet analysis accessible across the organisation and enabling faster, more consistent resolution of customer complaints. The business value is significant and measurable. CSPs can reduce mean time to repair from hours or days to minutes, lower field-service costs, improve complaint resolution accuracy, and enhance customer satisfaction by proactively identifying and resolving service issues. Proven results from live deployment include reductions in complaint analysis time, fewer on-site visits, lower complaint volumes, and high fault-localisation accuracy. By shifting operations from network-centric monitoring to experience-centric assurance, the solution helps CSPs reduce churn, improve Net Promoter Scores, and strengthen competitive differentiation in an increasingly saturated broadband market