Converge and Partners Win AI Challenge at TM Forum’s Moonshot Catalyst Awards - Adobotech | Tech, Gadgets Served in Adobo Flavors

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Converge and Partners Win AI Challenge at TM Forum’s Moonshot Catalyst Awards

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Converge ICT Solutions

Converge ICT Solutions Inc., a leading fiber broadband provider, recently won a prestigious award at the TM Forum’s Moonshot Catalyst Awards. Their innovative project utilized artificial intelligence to boost profitability by up to 30% while also improving overall customer satisfaction.

Converge ICT Solutions

"With this win, Converge demonstrates its prowess as a technology company," said Dennis Anthony Uy, CEO and Co-Founder of Converge. "The Catalyst program of TM Forum highlights our innovative approach in resolving customer journey issues, ultimately enhancing customer-facing processes. This is not just a theoretical exercise for us; it is a framework we aim to implement to improve customer experience using AI." 

Converge, along with Telecom Argentina, Vodafone GmbH, and the Vodafone Group, won the Moonshot Catalyst Award for their project titled "AI-driven EBITDA Mastery: Revolutionizing Customer Journeys." This AI-based solution was developed using technology from Aria, AWS, Calvi, Nespon Solutions, and Salesforce.

The project features an AI architecture designed to enhance the customer service journey, making it faster and more data-driven. It was applied to two scenarios: handling customer billing inquiries and assisting technicians with line installation issues.

Through this AI solution, Converge created highly personalized customer interactions by analyzing billing and account data, which also allowed for upselling opportunities. For field technicians, the AI provided recommendations based on previous diagnoses, speeding up issue resolution. Automated troubleshooting was another key component of the solution.

The benefits of this solution include quicker resolution times for customer issues and inquiries, leading to increased productivity and revenue. Business case analysis showed that the solution could raise EBITDA by 31-57%, primarily by reducing operational expenses in customer services.

The AI models leveraged TM Forum’s Open Digital Architecture to seamlessly process dynamic data. The win was announced at the ‘DTW'24 - Ignite & Innovate Asia 2024’ event in Copenhagen.

TM Forum is a global alliance of telco and tech companies. Its Catalyst program brings together industry leaders to co-create solutions that drive industry change through Open APIs, ODA, AI, and automation.
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