47 million calls a year and a customer service team always striving to improve: what if AI made anything possible?
It is precisely by continuously seeking out the latest technological solutions that Orange France will keep driving higher customer satisfaction and engagement. “It’s important to be recognized as a company that innovates in customer experience and customer relationships. It’s a key differentiating factor when a customer chooses a mobile plan,” adds Charles Litzow.
Orange France’s customer service handles 47 million calls per year. During these calls, managers identified one specific area offering a highly promising opportunity for improvement: reducing the silent moments when advisors have to search for information or enter data.
“During a conversation between a customer and an advisor, nearly a third of the time is ‘dead time.’ And customers experience all that dead time, they’re put on hold, and it generates dissatisfaction,” notes the AI Program Director – Orange France customer services.
Objectives
AI is becoming a practical asset in customer relations, improving comfort and efficiency for advisors while enhancing overall service quality.
Orange Business and its partner Verint worked hand in hand with Orange France to transform customer relations where it matters most.
Orange Business advised Orange France on selecting Verint as the technical partner. For this solution, which listens to calls and transcribes speech into text in real time, Orange Business experts provided support and integration. In just a few months, My AI Assistant became a tangible reality for 3,000 advisors.
Orange Business has been a Verint partner for more than 15 years, so it was natural to bring Orange France the latest AI-driven advances to create a positive impact on customer relations. With My AI Assistant, Orange France’s 3,000 advisors gain a right-hand partner that helps smooth interactions and unlock the human potential of each exchange.
My AI Assistant, the name of the Orange France project, is based on Orange Business’s Intelligent Together. The solution enables advisors to listen closely, understand, and analyze conversations with unprecedented speed, providing them with customer context and relevant information from the knowledge base at the right moment during the call. In this enhanced collaboration, each has a role to play: the advisor can fully focus on the human interaction, listening, and understanding the customer.
Meanwhile, My AI Assistant handles searching for and delivering information in real time. No more unnecessary, uncomfortable silences. “This way, the advisor can respond better to customer interactions, have the right information at the right time on their workstation, and improve what truly matters: empathy, customer listening, and identifying their needs,” adds Charles Litzow. But My AI Assistant’s work doesn’t stop there: after each interaction, it automatically summarizes the key points of the conversation and records them in the customer file.
Orange Business and its partner Verint co-built the solution with Orange France before moving to a phased rollout: first with around twenty advisors who validated how the tool worked; then another 120 advisors adopted it in October 2025; and finally, large-scale deployment took place in February 2026 for the 3,000 advisors in Orange France’s contact center.
My AI Assistant has radically transformed the in-call experience and boosted customer satisfaction
“This is a real industrial success, because today more than 3,000 advisors use these solutions every day,” notes Charles Litzow. “We have already seen results: a very clear increase in customer satisfaction, fewer repeat calls, and shorter conversations, so customers get a more complete answer, faster.”
Less silent time. More relevant answers. A lower average handling time. All of this marks a major step towards the holy grail of any customer service organization: First Time Right, resolving the issue on the first call. A concrete, achievable objective made possible by AI.
More broadly, by improving its customer satisfaction score (CSAT), Orange France also aims to increase its NPS (Net Promoter Score), a metric that measures customers’ likelihood to recommend a brand, product, or service.
As one of the first companies in France to deploy this type of solution at scale, Orange France is reinforcing its position as a pioneer in customer experience, without losing sight of what matters most: technology in the service of people.
Key figures
1/3
of the call time was silent time before the project
3000
Orange France customer advisors use My AI Assistant
47 million
calls per year handled by Orange France Customer Service
What our customer says about us
To go further
Avec Live Intelligence, Orange a déjà aidé 90 000 collaborateurs à utiliser l’IA générative de façon sécurisée et responsable au quotidien
Le Groupe Orange est l'un des principaux opérateurs de télécommunications et de services numériques dans le monde, avec 291 millions de clients, particuliers, professionnels et grandes entreprises au 31 décembre 2024.
The company Nhood has secured and promoted the adoption of generative AI among its employees through Copilot
Nhood is a mixed-use real estate operator dedicated to revitalizing neighborhoods with a triple impact: social, environmental, and economic. It offers services in community activation, asset management, development, and management to create lively and sustainable living environments.
![[LOGO][SVG] Orange](/sites/default/files/orange_0.svg)
Orange France
Orange France is one of the leading telecommunications operators in France, providing mobile, internet and digital services, and standing out for its innovation, network quality and commitment to customer experience.