Transforming Customer Care with AI: Orange Belgium Success Story

Orange Belgium, in partnership with ML6 and Google, transformed their customer care operations through an AI-powered assistant deployed on Google Cloud Platform. This collaboration resulted in improved agent satisfaction, enhanced response accuracy, and created a foundation for broader AI integration across Orange Belgium's customer care ecosystem.

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Orange Belgium, a leading telecommunications company, faces the challenges common in the modern telecom customer care landscape:

• Growing complexity of customer inquiries
• Rising customer expectations for fast and accurate service
• Need to optimize operational costs while maintaining service quality
• Challenges with staff retention and consistent service delivery

As a forward-thinking telecommunications provider, Orange Belgium recognized the potential of AI to address these challenges head-on.

Orange Belgium sought to significantly improve their customer care services by:

• Optimizing agent performance across all customer interactions
• Increasing the accuracy of agent responses to complex customer inquiries
• Enhancing overall customer satisfaction while managing operational costs
• Creating a scalable solution that could evolve with changing customer needs
• Addressing high employee turnover and training challenges

ML6 developed and implemented an AI-powered assistant on Google Cloud Platform that:

• Provides agents with real-time, accurate information to address customer inquiries
• Automates routine tasks, allowing agents to focus on more complex customer issues
• Leverages Google Cloud's infrastructure for scalability and reliability
• Incorporates continuous feedback from agents and quality management teams
• Integrates seamlessly with existing customer care workflows

The solution was designed with a feedback-driven approach, ensuring constant improvement based on real-world usage and performance metrics.

The implementation delivered measurable business impact across key performance indicators:

• Improved agent satisfaction scores, measured on a 1-5 scale
• Enhanced accuracy of responses, as evaluated by quality management agents
• Reduced time spent on routine inquiries, increasing overall operational efficiency
• Created a foundation for broader AI deployment across Orange Belgium's customer care operations
• Demonstrated how AI and cloud infrastructure can successfully address real-world business challenges in telecommunications

This successful collaboration showcases ML6's ability to deliver AI solutions that transform customer support operations, providing telecommunications companies with the tools to meet today's demanding service landscape while optimizing costs and improving both customer and agent satisfaction.

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