Evolution Platform: your AI partner for seamless service provisioning

The launch of ChatGPT in November 2022 captured the world’s attention. But there’s nothing particularly new about using AI in business operations. As far back as 2018, Orange set up its AI Best Program initiative, which aimed to generate use cases to improve the Group’s operations through artificial intelligence. Today, we are using GenAI in our network operations for such tasks as predictive maintenance, energy consumption optimization, and automated field operations. 

We are also currently testing agentic AI in incident management, accelerating Root Cause Analysis by collecting data, providing an initial diagnosis, and sending the first customer communication in under three minutes, with plans to expand this support to order management and delivery. 

Of course, these efforts will be largely invisible to customers: all you will notice is the enhanced reliability, performance, efficiency, and security that these AI-driven services provide.

This is part of Orange Business’s transformation into an AI-native, platform-centric organization, and the outcomes of this shift will, in contrast, be very visible to customers – and to the market. Based on a successful roll-out of the technology to our entire company, we have delivered a GenAI platform called Live Intelligence that provides customers with a trusted foundation for scalable and responsible AI initiatives. Cloud Avenue is a secure, sovereign, and flexible IaaS (Infrastructure-as-a-Service) platform that gives customers the freedom to choose where to run their IT and AI workloads. And Evolution Platform is our market-leading Network-as-a-Service offering that customers can use to (re)configure network and security services in near real-time. Evolution Platform leverages AI in multiple ways – to assist with the chaining and automation of the services it hosts and to enable customers to use the platform more easily. 

In its 2025 Magic Quadrant for Global WAN Services, in which Orange Business was recognized as a Leader, Gartner specifically recognizes Orange Business for its "above average" automation and use of AI in service delivery. Echoing this sentiment, GlobalData also noted that, with Evolution Platform, “Orange Business is driving automation and dynamic service delivery, ensuring seamless connectivity, security, and cloud integration for multinational enterprises.” 

At its core, Evolution Platform is a modern, standardized, and automated infrastructure – in only a few minutes, customers can set up fully integrated services from among a growing number of partners whose solutions are embedded on the platform.  The underlying cloud, connectivity, and cybersecurity services are automatically ‘chained’ to deliver the robust, reliable services that customers can depend upon. 

This automation is largely dependent on the introduction of advanced AI capabilities to ensure consistent service reliability and streamline essential tasks. Chief among these is setting up (or amending) the core services on Evolution Platform, which uses AI to automate service delivery, thereby almost eliminating manual configuration. Customers can therefore provision services via a self-service portal and can spin up telco-grade services in four simple steps in less than 15 minutes, and create a virtual data center in 30 minutes.

AI is now being used to enhance automation on Evolution Platform by providing intelligent optimization, design assistance, and orchestration support for customers. One of the initial AI-driven features is the DIY online documentation, which guides users through self-service provisioning. Instead of reading long documentation, customers can ask natural language questions and get direct guidance on how to perform tasks. The platform will also soon offer documentation and assistance, e.g., adding cloud services to Azure in specific regions, with availability expected in 2026 via the console. This self-guided approach makes onboarding and service configuration more accessible for all users.

Furthermore, Orange Business is pioneering the use of AI within the EVP console to help customers optimize their service design. 

• The platform will be able to analyze user requirements and offer suggestions for structuring and composing services in ways that enhance performance, reduce costs, and address security concerns
• It will also help customers optimize infrastructure by making recommendations about the impacts of deploying a new service: these might include upgrading bandwidth, adding security measures such as another firewall, or adjusting infrastructure to support new services or more users
• Additionally, the root cause analysis capabilities described earlier will also be deployed in Evolution Platform to alert customers to potential issues before they escalate into problems

These AI-powered recommendations aim to simplify decision-making and improve outcomes for both technical and business users.

Looking ahead, the planned Solution Designer tool, currently in research and development, will provide a graphical, drag-and-drop interface for composing and chaining together different service components. This tool could eventually be supported by AI assistants that help customers design end-to-end solutions, estimate costs, and ensure security best practices are followed. By analyzing existing infrastructure data and integrating insights from FinOps tools, Evolution Platform will enable even more sophisticated optimization and monitoring features.

The ongoing integration of AI will further enhance the platform's ability to orchestrate complex service blocks and deliver truly end-to-end solutions. Ultimately, AI is a tool that will make connectivity operations faster, more proactive, and easier for customers to use, while also improving support and infrastructure planning. Orange Business is committed to incrementally adding to these intelligent capabilities, positioning Evolution Platform as a future-ready platform that not only automates but also intelligently manages and optimizes digital services for its customers.