{"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\/nl\/blog\/orange-france-orange-spain-and-google-cloud-at-the-adopt-ai-summit-reinventing-customer-relationships-in-telco\/","title":{"rendered":"Orange Frankrijk, Orange Spanje en Google Cloud op de Adopt AI Summit - Het opnieuw uitvinden van klantrelaties in Telco"},"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>Belangrijkste learnings uit de discussie met Frederic Decaudin, Head of Data, Solutions &amp; AI Customer Engineers bij Google Cloud, Anne-Laure Commault, Chief Digital, Data &amp; AI officer bij Orange France, en Thibault Bonneton, Chief Digital Officer bij Orange Spanje, op de Adopt AI Summit van Artefact - 5 juni 2024<\/p>\n<p>Vragen door Justine Nerce, Managing Partner bij 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\">Adopt AI Rapport<\/span><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Adopt AI Rapport<\/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=\"YouTube videospeler 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 verwerkt jaarlijks 70 miljoen interacties met klanten, waarvan 25 miljoen via telefoongesprekken en 5 miljoen via schriftelijke gesprekken. <strong>Het bedrijf legt de nadruk op digitale kanalen, waarbij 100 miljoen interacties digitaal zijn.<\/strong> Zij streven ernaar om kosten te optimaliseren, klanttevredenheid te verbeteren en inkomsten te verhogen door middel van gespecialiseerde interne agenten die zich richten op specifieke expertise.<\/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\">\u201cWe begonnen met AI en nu verbeteren we de use case met generatieve AI om de berichten en aanbevelingen die we naar klanten sturen te verbeteren, wat resulteert in hogere klik- en transformatiepercentages.\u201d<\/div>\n<div class=\"quote-baseline\">Anne-Laure Commault, Chief Digital, Data &amp; AI officer bij Orange Frankrijk<\/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 ondersteunt telco's wereldwijd bij het overwinnen van uitdagingen op het gebied van klantenservice door geavanceerde AI-gebruiksgevallen te implementeren.<\/strong> Hieronder vallen infobots van de volgende generatie, assistentie door echte agenten en verbeterde analyses voor het verbeteren van de inhoud. De AI-toepassingen strekken zich ook uit tot marketing, gepersonaliseerde contentgeneratie en capaciteitsplanning bij netwerkbeheer.<\/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 Spanje heeft prioriteit gegeven aan AI-gestuurde verbeteringen van de klantenservice, waarbij de focus ligt op augmented agents.<\/strong> Ze hebben drie belangrijke AI-gebruiksgevallen ge\u00efmplementeerd: slimme samenvattingen om agenten te helpen bij het beheren van meerdere gesprekken, een chat GPT-achtige co-piloot die suggesties voor antwoorden en technische informatie geeft, en hyperpersonalisatie van klantinteracties, waarbij dagelijkse gesprekken worden geanalyseerd om inzichten te verkrijgen en de service te verbeteren.<\/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\">\u201cDe betrouwbaarheid van AI is het afgelopen jaar enorm verbeterd, maar toch zijn dat systemen die standaard, door het ontwerp, probabilistisch zijn.\u201d<\/div>\n<div class=\"quote-baseline\">Thibault Bonneton, Chief Digital Officer bij Orange Spanje<\/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>Generatieve AI heeft het klantrelatiebeheer bij Orange France getransformeerd.<\/strong> Ze hebben aanbevelingsmachines en infobots ontwikkeld die ge\u00efntegreerd zijn in verschillende kanalen, waaronder winkels en digitale interfaces. Deze aanpak heeft geresulteerd in aanzienlijke verbeteringen in inkomsten, klikpercentages en klantconversies. Ze hebben ook AI gebruikt om gepersonaliseerde berichten te genereren, waardoor de klantbetrokkenheid is verbeterd.<\/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>Uitdagingen bij de implementatie van AI voor klantenservice zijn onder andere het garanderen van een hoge betrouwbaarheid en het opbouwen van vertrouwen in AI-systemen.<\/strong> Het Vertex AI-platform van Google Cloud biedt oplossingen zoals modelbeheer, grote contextvensters om meer data naar modellen te sturen, en het aarden van AI-resultaten met Google Search om de nauwkeurigheid te verbeteren. Industrialisatie en supervisie zijn van cruciaal belang om de nauwkeurigheid en effectiviteit van AI-implementaties te behouden.<\/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\">Adopt AI Rapport<\/span><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Adopt AI Rapport<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"<p>Orange France verwerkt jaarlijks 70 miljoen klantinteracties, waarvan 25 miljoen via telefoongesprekken en 5 miljoen via schriftelijke gesprekken. Het bedrijf legt de nadruk op digitale kanalen: 100 miljoen interacties zijn digitaal. Ze streven ernaar om de kosten te optimaliseren, de klanttevredenheid te verbeteren en de inkomsten te verhogen door middel van gespecialiseerde interne agenten die zich richten op specifieke expertise.<\/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\/nl\/wp-json\/wp\/v2\/blog\/123702","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/types\/blog"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/media\/123703"}],"wp:attachment":[{"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/media?parent=123702"}],"wp:term":[{"taxonomy":"blog-category","embeddable":true,"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/blog-category?post=123702"},{"taxonomy":"blog-language","embeddable":true,"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/blog-language?post=123702"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}