We’re thrilled to announce that our Catalyst project, “AI-Powered End-to-End Solution for Customer Experience,” has been honored with the prestigious Rising Star Award at DTW25! This recognition from TM Forum, awarded among 58 innovative projects, underscores the groundbreaking nature and significant impact of our work in transforming customer experience for Communication Service Providers (CSPs). Our project was even nominated as a Finalist in all three categories we applied for, highlighting its broad appeal and strong potential.
This success wouldn’t have been possible without the invaluable collaboration of pioneer CSPs like stc, du, Türk Telekom, Mauritius Telecom, and NTT, as well as our key partners Nokia and MLnetworks. Working together, we’ve tackled critical challenges in network management and customer satisfaction by leveraging cutting-edge AI and a Decentralized Physical Infrastructure Network (DePIN) based blockchain incentive mechanism. This innovative approach ensures a secure, transparent, and privacy-centric method for collecting invaluable user data, allowing CSPs to proactively address customer issues and optimize their networks.
Key Outcomes and Achievements of Our Award-Winning Project
- Secure and Transparent Data Collection: Our DePIN-based blockchain incentive mechanism fundamentally redefines user consent and participation in data collection. This ensures unparalleled security, transparency, and privacy, empowering users while providing CSPs with the data they need.
- Massive Data Collection Scale: Utilizing hybrid 24/7 data collection technology, we’re able to gather 1000 times more user-experience data than traditional legacy solutions. This unprecedented volume provides a comprehensive and granular view of network performance and user perception.
- Tangible Network Performance Improvements: Real-world field implementations have demonstrated remarkable results:
- Over 10% improvement in user download/upload throughput.
- Over 6% increase in cell volume.
- Over 4dB improvement in coverage and quality.
- Enhanced Customer Perception and NPS: By achieving a 10-15% improvement in throughput performance, our solution translates to a 10-15% improvement in customer perception. This is achieved by enabling quick, end-to-end root cause analysis, allowing CSPs to proactively address customer issues and drive significant improvements in Net Promoter Score (NPS).
- Significant OPEX and CAPEX Reductions: Our solution delivers substantial cost efficiencies:
- 15-20% decrease in OPEX through energy-efficient data collection and network improvements.
- 10% decrease in CAPEX through targeted investments that maintain high customer quality.
Wider Societal Impact and Commitment to Sustainability
Beyond direct business benefits, our project also contributes significantly to broader societal well-being and environmental sustainability:
- Reduced Road Accidents and CO2 Emissions: The use of crowd-sourced data dramatically reduces the need for in-field visits for network measurements. This is estimated to lead to a reduction of 160 road accidents and the avoidance of 16,200 tons of CO2e annually, making a tangible positive impact on road safety and the environment.
- Sustainable and Efficient Solution: Our commitment to sustainability is embedded in our design. Our solution utilizes as little data as possible, requires minimal new hardware resources, yet still provides CSPs with sufficient actionable intelligence to optimize their operations and enhance customer experience.
The Rising Star Award at DTW25 is a testament to our team’s dedication, innovation, and the transformative potential of our solution. We’re incredibly proud of this achievement and remain committed to leading the change in creating more efficient, sustainable, and customer-centric telecommunications experiences worldwide.
Our CSP champions have lauded the project’s impact, as you can see from their testimonials below:
“We lead the charge in sustainability by fully digitalizing usiness operations. This involves utilizing new, sustainable technologies and introducing advanced tools to enable a comprehensive digital ecosystem.”
Saeed Julfar, Director, Network Excellence & Quality
“We have set new benchmarks in connecting Saudi Arabia to the world through cutting-edge digital solutions. Recognized with accolades like TM Forum’s Running-on-ODA accreditation, stc is reshaping industry standards across the Middle East.”
Fahad Badeghaish, Snr Director, Network & Service Optimization
“The visibility on the network issues will also provide better insight on the customer related issues such as device and increase the first line resolution bringing further clarity to the customer and savings.”
Nishi Munbodh Mohun, Head of Customer Experience
“Netradar’s crowdsourced data and Nokia and MLnetworks AI/ML engines with our expertise to optimize coverage of our radio network. This enhanced efficiency, reduced costs, improved user experience, and decreased customer complaints.”
Yılmaz Çelik, Mobile Network Optimization Group Manager
“NTT DOCOMO will detect where improvements are needed at an early stage and implement appropriate measures quickly in order to achieve the No. 1 position in Japan in terms of mobile network experience assessment.”
Mr Okagawa, Senior VP General Manager, R&D Strategy Dept
“We are a service provider that understands customer needs accurately on a global scale, offers the most appropriate solution for these needs, and continuously improves its service and infrastructure.”
Ercan Emiroğlu, Quality Assurance Group Manager
