Telecommunications / Fixed and mobile telecom
Orange France: Real-time AI assistance for sales advisors during customer calls (Mon Assistant IA)
- Company
- Orange France
- Country
- France
- Adoption stage
- In operation
- Source published
- In use from
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
According to a customer case published by Orange Business, Orange France's customer service handles 47 million calls a year, and about a third of the time in calls between advisors and customers was silence while advisors searched for information or entered data. The head of the AI program for Orange France customer service explained that customers wait during this time, which creates dissatisfaction.
Technology and data
Orange France built Mon Assistant IA (MAIA) on Intelligent Together, which uses real-time voice transcription technology from Orange Business and Verint. MAIA understands the call in real time to detect customer needs, retrieves relevant information from the knowledge base and shows it on the advisor's screen at the right moment, and at the end of each call summarizes the key points and records them in the customer file. Advisors review and approve the suggested responses. About 20 advisors tested it first, 120 more began using it in October 2025, and it was extended to 3,000 contact center advisors in February 2026.
Results
According to a press release Orange issued on March 17, 2026, MAIA, launched in early December 2025, already supports nearly 1 million conversations per month. The head of the AI program for Orange France customer service said customer satisfaction has risen clearly, repeat contacts about the same issue have fallen and calls have become shorter, so customers get more complete answers more quickly.
Limits and open questions
The size of the changes in satisfaction, repeat contacts and call length is not given as figures in the sources.
Sources
Compiled from public sources. These are not results from ATF Works customers.