{"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\/fr\/blog\/orange-france-orange-spain-and-google-cloud-at-the-adopt-ai-summit-reinventing-customer-relationships-in-telco\/","title":{"rendered":"Orange France, Orange Espagne et Google Cloud au sommet Adopt AI \u2013 R\u00e9inventer la relation client dans le secteur des t\u00e9l\u00e9communications"},"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>Principaux enseignements de la discussion avec Fr\u00e9d\u00e9ric Decaudin, Head of Data, Solutions &amp; AI Customer Engineers chez Google Cloud, Anne-Laure Commault, Chief Digital, Data &amp; AI officer chez Orange France, et Thibault Bonneton, Chief Digital Officer chez Orange Espagne, lors du Adopt AI Summit by Artefact - 5 juin 2024.<\/p>\n<p>Questions de Justine Nerce, Managing Partner \u00e0 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\">Rapport Adopt AI<\/span><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Rapport 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=\"Lecteur vid\u00e9o 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 traite chaque ann\u00e9e 70 millions d'interactions avec ses clients, dont 25 millions par le biais d'appels et 5 millions par le biais de conversations \u00e9crites. <strong>L'entreprise met l'accent sur les canaux num\u00e9riques, avec 100 millions d'interactions num\u00e9riques.<\/strong> Elles visent \u00e0 optimiser les co\u00fbts, \u00e0 am\u00e9liorer la satisfaction des clients et \u00e0 augmenter les revenus gr\u00e2ce \u00e0 des agents internes sp\u00e9cialis\u00e9s dans des domaines d'expertise sp\u00e9cifiques.<\/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\">\u201cNous avons commenc\u00e9 avec l'IA et nous am\u00e9liorons maintenant le cas d'utilisation avec l'IA g\u00e9n\u00e9rative pour am\u00e9liorer les messages et les recommandations que nous envoyons aux clients, ce qui se traduit par une augmentation des taux de clics et de transformation.\u201d<\/div>\n<div class=\"quote-baseline\">Anne-Laure Commault, Chief Digital, Data &amp; AI officer chez Orange France<\/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 aide les op\u00e9rateurs t\u00e9l\u00e9coms du monde entier \u00e0 surmonter les d\u00e9fis du service client en mettant en \u0153uvre des cas d'utilisation avanc\u00e9s de l'IA.<\/strong> Il s'agit notamment des infobots de nouvelle g\u00e9n\u00e9ration, de l'assistance d'un agent r\u00e9el et de l'analyse am\u00e9lior\u00e9e pour l'am\u00e9lioration du contenu. Les applications de l'IA s'\u00e9tendent \u00e9galement au marketing, \u00e0 la g\u00e9n\u00e9ration de contenu personnalis\u00e9 et \u00e0 la planification des capacit\u00e9s dans la gestion des r\u00e9seaux.<\/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 Espagne a donn\u00e9 la priorit\u00e9 \u00e0 l'am\u00e9lioration des services \u00e0 la client\u00e8le gr\u00e2ce \u00e0 l'IA, en se concentrant sur les agents augment\u00e9s.<\/strong> Ils ont mis en \u0153uvre trois cas d'utilisation cl\u00e9s de l'IA : des r\u00e9sum\u00e9s intelligents pour aider les agents \u00e0 g\u00e9rer des conversations multiples, un co-pilote de type chat GPT fournissant des suggestions de r\u00e9ponses et des informations techniques, et l'hyper-personnalisation des interactions avec les clients, qui analyse les conversations quotidiennes pour en extraire des informations et am\u00e9liorer le service.<\/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 fiabilit\u00e9 de l'IA s'est \u00e9norm\u00e9ment am\u00e9lior\u00e9e au cours de l'ann\u00e9e \u00e9coul\u00e9e, mais il s'agit tout de m\u00eame de syst\u00e8mes qui, par d\u00e9faut, par conception, sont probabilistes.\u201d<\/div>\n<div class=\"quote-baseline\">Thibault Bonneton, Chief Digital Officer chez Orange Espagne<\/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>L'IA g\u00e9n\u00e9rative a transform\u00e9 la gestion de la relation client chez Orange France.<\/strong> Ils ont d\u00e9velopp\u00e9 des moteurs de recommandation et des infobots, qui ont \u00e9t\u00e9 int\u00e9gr\u00e9s dans diff\u00e9rents canaux, y compris les magasins et les interfaces num\u00e9riques. Cette approche a permis d'am\u00e9liorer consid\u00e9rablement le chiffre d'affaires, les taux de clics et les taux de conversion des clients. Elles ont \u00e9galement utilis\u00e9 l'IA pour g\u00e9n\u00e9rer des messages personnalis\u00e9s, am\u00e9liorant ainsi l'engagement des clients.<\/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>Les d\u00e9fis li\u00e9s \u00e0 la mise en \u0153uvre de l'IA pour le service \u00e0 la client\u00e8le consistent notamment \u00e0 garantir une grande fiabilit\u00e9 et \u00e0 instaurer la confiance dans les syst\u00e8mes d'IA.<\/strong> La plateforme Vertex AI de Google Cloud offre des solutions telles que la gestion des mod\u00e8les, de larges fen\u00eatres contextuelles pour envoyer plus de data aux mod\u00e8les, et l'ancrage des r\u00e9sultats de l'IA avec Google Search pour am\u00e9liorer la pr\u00e9cision. L'industrialisation et la supervision sont essentielles pour maintenir la pr\u00e9cision et l'efficacit\u00e9 des d\u00e9ploiements d'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\">Rapport Adopt AI<\/span><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Rapport Adopt AI<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"<p>Orange France g\u00e8re 70 millions d'interactions clients par an, dont 25 millions par le biais d'appels et 5 millions par le biais de conversations \u00e9crites. L'entreprise met l'accent sur les canaux num\u00e9riques, avec 100 millions d'interactions num\u00e9riques. L'objectif est d'optimiser les co\u00fbts, d'am\u00e9liorer la satisfaction des clients et d'augmenter les revenus gr\u00e2ce \u00e0 des agents internes sp\u00e9cialis\u00e9s dans des domaines d'expertise sp\u00e9cifiques.<\/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\/fr\/wp-json\/wp\/v2\/blog\/123702","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/types\/blog"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/media\/123703"}],"wp:attachment":[{"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/media?parent=123702"}],"wp:term":[{"taxonomy":"blog-category","embeddable":true,"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/blog-category?post=123702"},{"taxonomy":"blog-language","embeddable":true,"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/blog-language?post=123702"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}