Revolutionizing telecommunications with AI-driven customer experience & AI Ops: a collaborative approach

The ground-breaking collaboration between Accenture, Google, and Pega doesn’t just redefine how Communication Service Providers (CSPs) operate and interact with their customers; it also offers a clear and defined path to value. Showcased through the TM Forum Catalyst project 'GenAI Genie Redefines CX' this partnership demonstrates how leveraging cutting-edge technology can lead to significant improvements in customer experience, revenue, and operational efficiency.

The challenge and opportunity

CSPs face a critical challenge to increase EBITDA. TM Forum set a moon-shot goal to boost EBITDA by 30%. Our GenAI Genie project tackles this challenge head-on, combining innovative use cases with established technologies to deliver remarkable results in 3 years:

21% reduction in customer churn

Over $2.50 increase in Average Revenue Per User (ARPU)

8% reduction in operational costs within three years

These metrics underscore the tangible benefits of this collaboration, promising even greater outcomes as the partnership continues to evolve.

A framework for success

At the core of this initiative is a comprehensive framework that integrates multiple use cases within a unified system:

Complex event listening: utilizes Google Cloud to monitor and identify potential customer issues or opportunities.

360-degree customer view: employs Accenture's Customer Data Platform (CDP) to create a holistic view of customer and network data.

Real-time scoring: leverages Google's Vertex AI for instant analysis of metrics such as churn risk and purchase propensity.

Personalized actions: combines Pega's Real-Time Decisioning and Google's CCAI to determine optimal customer engagements.

AI-driven automation: ensures efficient and effective customer interactions through Google's CCAI and Pega's AI-driven automation.

AI Ops: implements Pega's Process AI and Google's Gemini for proactive network monitoring and automated troubleshooting.

Real-world impact

The project highlights several use cases that demonstrate the transformative potential of AI-driven solutions:

Service disruption management: proactive notifications and real-time troubleshooting significantly reduce customer frustration and potential churn.

Upselling and cross-selling: personalized offers based on real-time data insights lead to higher acceptance rates and increased revenue.

Operational efficiency: AI ops not only automates routine tasks but also enables predictive maintenance, reducing costs and enhancing network reliability.

Industry recognition

The GenAI Genie project has received significant acclaim from industry experts. Judges have praised it for:

Setting the stage for a transformative AI-powered industry

Providing a comprehensive AI-powered solution addressing multiple aspects of AI Ops

Offering a sustainable path to growth in an industry 'code red' scenario

Leveraging AI to connect data silos and unlock untapped potential

Looking ahead

This collaboration between Accenture, Google, and Pega represents more than just current success—it's a blueprint for continuous improvement and innovation in the telecommunications industry. By adopting agile deployment methods, the framework ensures that new use cases and improvements are integrated seamlessly, driving sustained growth in EBITDA and customer satisfaction. If your goal is to ignite growth by redefining how AI Ops and AI driven customer experiences impact your bottom line and would like to learn more, please contact us at: Contact Form