Integrating AI to create a more proactive user experience

An AI support agent that predicts common issues and addresses them before customers reach out. Think alerts about “bill shock” (unexpected high charges) with one-tap solutions, or a heads-up on network disruptions with automatic troubleshooting. This turns customer support from a reactive hotline into a preventive concierge service.

A smart “homefeed” agent that personalizes the in-home digital experience. It learns from your usage (TV, internet, smart devices) and proactively suggests content or adjustments. For example, it might pre-load the evening’s football match in HD knowing you’re a fan, or remind you to set up a Wi-Fi guest network before your friends arrive. It’s like a digital butler making your home life smoother.

Bringing AI intelligence into Proximus shops. We prototyped a co-pilot for store staff that instantly pulls up relevant info and recommendations as they talk to a customer. Imagine a sales agent who, with AI help, already knows you called about an issue last week and preps a tailored solution before you even ask. The result? Faster, hyper-personalized service in-store, with AI working hand-in-hand with human experts.

Simplifying how customers manage who can access their services. This use case introduced an AI-driven flow to delegate account rights securely to family or colleagues. For example, a parent could grant a teenager limited control over the home Wi-Fi or a business owner could allow an IT assistant to manage the company’s mobile plans, all through a natural-language chat with an AI that ensures proper permissions are set without hassle.

An intelligent self-service agent that guides customers through solving issues or changing services on their own. Rather than combing FAQs, users get a conversational AI that already knows their context. “Why is my internet slow?” might prompt the agent to run a quick diagnostic and walk the user through a fix, or offer to upgrade their plan if needed. It’s DIY support, supercharged with AI, reducing calls to the helpdesk and empowering users.

A proactive insights engine for both customers and internal teams. For customers, it visualizes their usage and spots ways to save or get more value (e.g. “You haven’t used your international minutes – how about a smaller plan that saves €10/month?”). For Proximus managers, it aggregates live data from all these AI interactions into a dashboard of trends, pain points, and opportunities. It’s not just an analytics tool; it’s an AI that flags what matters most, in real time.