FranceTechnology and telecom2023 – ongoingOrange France
AI summaries for complex fiber service tickets
Orange France reduced complex fiber-ticket analysis time from 20 minutes to under 3 minutes with AI summaries
Problem
Fiber after-sales teams needed to analyze intervention tickets for complex service cases.
Approach
Orange France developed generative AI applications through a central team working with business units. It selected Azure OpenAI Service for the program. One deployed application summarized complex fiber intervention tickets for staff analysis.
Results
Takeaway
The reported saving concerned staff analysis of complex fiber tickets. Orange France did not report a reduction in total repair time.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Production and qualityCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Orange France's deployed generative AI applications. It reported that summaries reduced teams' analysis time for complex fiber intervention tickets from 20 minutes to under 3 minutes.
Full details are in the original sources.
