PolandTechnology and telecom2018 – ongoingOrange Polska
Max AI voice assistant for customer calls
Orange Polska said Max handled 21 million calls in 2023 and transferred 7 million to consultants
Problem
Orange Polska needed to handle customer calls through its helpline while directing cases requiring staff assistance to consultants.
Approach
Orange Polska introduced the Max voicebot on its helpline in 2018. Its digitalization executive described the bot's operating volume in a December 2024 interview. Generative AI additions were being introduced separately from the established voice service.
Results
Takeaway
The call total included transfers to consultants, so it should not be read as the number of calls resolved entirely by the bot.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Orange Polska executive Artur Stankiewicz described Max's use on the helpline since 2018. He said it handled 21 million calls in 2023, including 7 million transferred to consultants.
Full details are in the original sources.
