{"id":123702,"date":"2024-07-30T12:17:02","date_gmt":"2024-07-30T11:17:02","guid":{"rendered":"https:\/\/www.artefact.com\/blog\/orange-france-orange-spain-and-google-cloud-at-the-adopt-ai-summit-reinventing-customer-relationships-in-telco\/"},"modified":"2024-09-24T14:29:54","modified_gmt":"2024-09-24T13:29:54","slug":"orange-france-orange-spain-and-google-cloud-at-the-adopt-ai-summit-reinventing-customer-relationships-in-telco","status":"publish","type":"blog","link":"https:\/\/www.artefact.com\/es\/blog\/orange-france-orange-spain-and-google-cloud-at-the-adopt-ai-summit-reinventing-customer-relationships-in-telco\/","title":{"rendered":"Orange Francia, Orange Espa\u00f1a y Google Cloud en la cumbre Adopt AI: reinventar las relaciones con los clientes en el sector de las telecomunicaciones"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_color: var(--awb-color6);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-color1);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1 description\" style=\"--awb-text-color:var(--awb-color5);--awb-text-font-family:&quot;PT Serif&quot;;--awb-text-font-style:normal;--awb-text-font-weight:400;\"><p>Principales conclusiones del debate con Frederic Decaudin, Director de Data, Soluciones e Ingenieros de Clientes de IA en Google Cloud, Anne-Laure Commault, Directora de Digital, Data e IA en Orange Francia, y Thibault Bonneton, Director de Digital en Orange Espa\u00f1a, en la Cumbre Adopt AI de Artefact - 5 de junio de 2024<\/p>\n<p>Preguntas de Justine Nerce, Managing Partner en Artefact.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-color1);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div style=\"text-align:center;\"><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-1 fusion-button-default-span fusion-button-default-type button-primary-medium\" style=\"--button_text_transform:var(--awb-custom_typography_2-text-transform);--button_font_size:var(--awb-custom_typography_2-font-size);--button_line_height:var(--awb-custom_typography_2-line-height);--button_typography-letter-spacing:var(--awb-custom_typography_2-letter-spacing);--button_typography-font-family:var(--awb-custom_typography_2-font-family);--button_typography-font-weight:var(--awb-custom_typography_2-font-weight);--button_typography-font-style:var(--awb-custom_typography_2-font-style);\" target=\"_self\" data-hover=\"text_slide_down\" href=\"https:\/\/report.artefact.com\/l\/597421\/2024-06-27\/j2zzq7?utm_source=artefact.com&amp;utm_medium=website&amp;utm_campaign=2024-06-FR-REPORT-ADOPTAI&amp;utm_content=\" rel=\"noopener\"><div class=\"awb-button-text-transition  awb-button__hover-content--centered\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Informe Adopt AI<\/span><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Informe Adopt AI<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><article class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_color: var(--awb-color6);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-color1);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-justify-content-center fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-video fusion-youtube\" style=\"--awb-max-width:670px;--awb-max-height:377px;--awb-align-self:center;--awb-width:100%;\"><div class=\"video-shortcode\"><div class=\"fluid-width-video-wrapper\" style=\"padding-top:56.27%;\" ><iframe title=\"Reproductor de video de YouTube 1\" src=\"https:\/\/www.youtube.com\/embed\/FjB_OkULHws?wmode=transparent&autoplay=0\" width=\"670\" height=\"377\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture;\"><\/iframe><\/div><\/div><\/div><div class=\"fusion-text fusion-text-2\" style=\"--awb-font-size:20px;--awb-line-height:1.6;--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color5);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>Orange France gestiona 70 millones de interacciones con clientes al a\u00f1o, 25 millones a trav\u00e9s de llamadas y 5 millones mediante conversaciones escritas. <strong>La empresa hace hincapi\u00e9 en los canales digitales, con 100 millones de interacciones digitales.<\/strong> Su objetivo es optimizar los costes, mejorar la satisfacci\u00f3n del cliente y aumentar los ingresos a trav\u00e9s de agentes internos especializados centrados en conocimientos espec\u00edficos.<\/p>\n<\/div><div class=\"fusion-text fusion-text-3\" style=\"--awb-font-size:20px;--awb-line-height:1.6;--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color5);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><blockquote>\n<div class=\"quote\">\u201cEmpezamos con la IA y ahora estamos mejorando el caso de uso con la IA generativa para mejorar los mensajes y las recomendaciones que enviamos a los clientes, lo que se traduce en un aumento de las tasas de clics y transformaci\u00f3n.\u201d<\/div>\n<div class=\"quote-baseline\">Anne-Laure Commault, Responsable Digital, Data &amp; AI en Orange Francia<\/div>\n<\/blockquote>\n<\/div><div class=\"fusion-text fusion-text-4\" style=\"--awb-font-size:20px;--awb-line-height:1.6;--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color5);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>Google Cloud ayuda a las telecos de todo el mundo a superar los retos de la atenci\u00f3n al cliente mediante la implementaci\u00f3n de casos de uso avanzados de IA.<\/strong> Entre ellas se incluyen los infobots de nueva generaci\u00f3n, la asistencia a agentes reales y los an\u00e1lisis mejorados para la mejora de los contenidos. Las aplicaciones de la IA tambi\u00e9n se extienden al marketing, la generaci\u00f3n de contenidos personalizados y la planificaci\u00f3n de la capacidad en la gesti\u00f3n de redes.<\/p>\n<\/div><div class=\"fusion-text fusion-text-5\" style=\"--awb-font-size:20px;--awb-line-height:1.6;--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color5);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>Orange Espa\u00f1a ha dado prioridad a las mejoras de la atenci\u00f3n al cliente impulsadas por la IA, centr\u00e1ndose en los agentes aumentados.<\/strong> Han implementado tres casos de uso clave de la IA: res\u00famenes inteligentes para ayudar a los agentes a gestionar m\u00faltiples conversaciones, un copiloto de chat similar a GPT que proporciona respuestas sugeridas e informaci\u00f3n t\u00e9cnica, y la hiperpersonalizaci\u00f3n de las interacciones con los clientes, que analiza las conversaciones diarias para extraer ideas y mejorar el servicio.<\/p>\n<\/div><div class=\"fusion-text fusion-text-6\" style=\"--awb-font-size:20px;--awb-line-height:1.6;--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color5);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><blockquote>\n<div class=\"quote\">\u201cLa fiabilidad de la IA ha mejorado enormemente en el \u00faltimo a\u00f1o, pero a\u00fan as\u00ed, son sistemas que por defecto, por dise\u00f1o, son probabil\u00edsticos\u201d.\u201d<\/div>\n<div class=\"quote-baseline\">Thibault Bonneton, Director Digital de Orange Espa\u00f1a<\/div>\n<\/blockquote>\n<\/div><div class=\"fusion-text fusion-text-7\" style=\"--awb-font-size:20px;--awb-line-height:1.6;--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color5);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>La IA generativa ha transformado la gesti\u00f3n de las relaciones con los clientes en Orange Francia.<\/strong> Han desarrollado motores de recomendaci\u00f3n e infobots, que se han integrado en varios canales, incluidas tiendas e interfaces digitales. Este enfoque ha dado lugar a mejoras significativas en los ingresos, las tasas de clics y las tasas de conversi\u00f3n de clientes. Tambi\u00e9n han utilizado la IA para generar mensajes personalizados, mejorando el compromiso del cliente.<\/p>\n<\/div><div class=\"fusion-text fusion-text-8\" style=\"--awb-font-size:20px;--awb-line-height:1.6;--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color5);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>Entre los retos de la implantaci\u00f3n de la IA para la atenci\u00f3n al cliente se encuentran garantizar una alta fiabilidad y generar confianza en los sistemas de IA.<\/strong> La plataforma Vertex AI de Google Cloud ofrece soluciones como la gesti\u00f3n de modelos, grandes ventanas de contexto para enviar m\u00e1s data a los modelos y la conexi\u00f3n a tierra de los resultados de la IA con Google Search para mejorar la precisi\u00f3n. La industrializaci\u00f3n y la supervisi\u00f3n son fundamentales para mantener la precisi\u00f3n y la eficacia en los despliegues de IA.<\/p>\n<\/div><\/div><\/div><\/div><\/article><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:var(--awb-color1);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div style=\"text-align:center;\"><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-2 fusion-button-default-span fusion-button-default-type button-primary-medium\" style=\"--button_text_transform:var(--awb-custom_typography_2-text-transform);--button_font_size:var(--awb-custom_typography_2-font-size);--button_line_height:var(--awb-custom_typography_2-line-height);--button_typography-letter-spacing:var(--awb-custom_typography_2-letter-spacing);--button_typography-font-family:var(--awb-custom_typography_2-font-family);--button_typography-font-weight:var(--awb-custom_typography_2-font-weight);--button_typography-font-style:var(--awb-custom_typography_2-font-style);\" target=\"_self\" data-hover=\"text_slide_down\" href=\"https:\/\/report.artefact.com\/l\/597421\/2024-06-27\/j2zzq7?utm_source=artefact.com&amp;utm_medium=website&amp;utm_campaign=2024-06-FR-REPORT-ADOPTAI&amp;utm_content=\" rel=\"noopener\"><div class=\"awb-button-text-transition  awb-button__hover-content--centered\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Informe Adopt AI<\/span><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Informe Adopt AI<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"<p>Orange Francia gestiona 70 millones de interacciones con clientes al a\u00f1o, 25 millones a trav\u00e9s de llamadas y 5 millones mediante conversaciones escritas. La empresa hace hincapi\u00e9 en los canales digitales, con 100 millones de interacciones digitales. Su objetivo es optimizar los costes, mejorar la satisfacci\u00f3n del cliente y aumentar los ingresos a trav\u00e9s de agentes internos especializados centrados en conocimientos espec\u00edficos.<\/p>","protected":false},"featured_media":123703,"parent":0,"template":"","meta":{"_acf_changed":false,"ep_exclude_from_search":false},"blog-category":[21936],"blog-language":[2991],"class_list":["post-123702","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog-category-telecommunications","blog-language-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/blog\/123702","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/types\/blog"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/media\/123703"}],"wp:attachment":[{"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/media?parent=123702"}],"wp:term":[{"taxonomy":"blog-category","embeddable":true,"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/blog-category?post=123702"},{"taxonomy":"blog-language","embeddable":true,"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/blog-language?post=123702"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}