The recognition honors MCE’s customer care AI agent, which pairs live device telemetry with agentic interactivity to deliver proactive device issue management and personalized resolutions to customers
MCE Systems, the leading provider of AI-powered mobile customer experience solutions for communication service providers, has been named a winner of the 2026 AI Breakthrough Award in the Chatbot Innovation category for its customer care AI agent solution. The recognition affirms the company’s two-decade commitment to building care and service technology that creates genuine value for communication service providers’ and their subscribers.
“The AI Breakthrough award is a milestone recognition of the company’s commitment to AI transformation within telecommunications without compromising on the consumer’s experience,” said Liran Weiss, Chief Corporate Officer at MCE. “We believe AI is a powerful tool to not only reduce service labor costs, but also give value to customers by enabling their provider to proactively address their issues rather than being reactive.”
Within telecommunications, millions of customers call their provider’s support each year for assistance with technical issues around network connectivity or mobile device issues, which cause an immediate 19-point NPS drop. Organizations are deploying AI agents to address issues and reduce costs, but only a third of consumers find them effective, and many find they merely delay the inevitability of speaking with a live agent. The problem is that virtual agents lack the underlying data to actually resolve a customer’s technical issue upfront without human intervention.
MCE’s Agentic AI solution, “Eva,” captures device data and intelligence necessary to help customers solve their technical issues upfront. The solution takes this one step further with a proactive approach. “Eva” engages the customer and alerts them of any issue, provides them an interactive journey to resolve it, with escalation to a call center live agent if necessary, or a personalized product offer tied to the service event. When piloted in Q4 2024, the first generation of the “Eva” solution created higher engagement rates with customers, increased promotional offer invocation rates and made customers aware of their device underperforming. Since the successful pilot with Eva, MCE has expanded the agent’s capabilities, with an 80 percent self-guided issue resolution rate, and extended integration for processing agentic up/cross-sell conversions end-to-end.
The AI Breakthrough Awards, presented annually by Tech Breakthrough, recognize the most innovative companies, technologies and products across the global artificial intelligence industry. The independent program receives nominations from organizations worldwide and covers categories spanning machine learning, natural language processing, computer vision and applied AI.
About MCE
Since 2005, MCE has pioneered impactful solutions for communication service providers (CSPs) and their partners in the mobile device ecosystem. MCE helps CSPs apply AI to create valuable experiences for telecommunications customers with measurable ROI and accelerate the required underlying AI transformation strategies. The company’s platform captures mobile device data and intelligence and turns it into insights for AI to act proactively and predictively within a customer base, leading to stronger customer-brand affinity, lower cost to serve and a widened marketing funnel. MCE’s solutions have garnered over 15 industry recognitions, including from the Customer Experience Awards, Business Intelligence Group, Stevie Awards and Fast Mode.
