Artificial intelligence has emerged today as a major driver of transformation in businesses, redefining internal operations and customer experience. During an exclusive interview with Thomas Peyrot Des Gachons, Commercial Director for Business Development and Specialized Sales at Orange Digital & Data, we explored how Orange integrates AI into its internal processes and supports its clients in this technological transition.
AI within Orange: A Deep Transformation
For over a year and a half, Orange has made an internally developed generative AI tool available to tens of thousands of its employees. This system has transformed the way employees work by automating certain repetitive tasks, facilitating access to information, and improving productivity. AI integration is not limited to incremental improvements but represents a profound overhaul of internal processes.
Orange’s internal AI tool is based on several essential components:
- An advanced chatbot: it enables employees to instantly obtain answers on various internal topics such as human resources, IT, and business processes. It is connected to different internal and secure knowledge bases, ensuring reliable responses that comply with company policies.
- A content generator: used by marketing and communications teams, it facilitates automated creation of documents, presentations, and sales materials.
- An AI-augmented project management platform: project managers benefit from AI assistance that allows them to structure their tasks, anticipate risks, and manage deadlines in an optimized manner.
- An advanced data analysis engine: analysts and data scientists leverage AI to identify trends, optimize infrastructures, and strengthen cybersecurity.
Each department has been able to develop its specific use cases:
- Customer service: automation of responses to frequently asked questions, reduction of incoming call volume, and improvement of customer support through advanced chatbots.
- Human resources: an HR chatbot simplifies the management of employee questions regarding leave, health insurance, and training.
- Procurement and finance: AI automates the analysis of tenders, contract review, and detection of anomalies in transactions.
- IT and cybersecurity: AI monitors IT systems to prevent cyberattacks and ensure operational compliance.
- Production and maintenance: predictive analysis to anticipate failures and improve network infrastructure management.
The massive adoption of AI required change management support. Orange implemented a training and AI acculturation program for its employees. Online training courses and practical workshops enable employees to understand how to effectively use these tools and maximize their added value.
Supporting Orange Clients in AI Adoption
The company plays a central role in supporting its clients, from CAC 40 companies to SMEs, including public services.
Among notable projects:
- A major industrial player and a major energy player: infrastructure optimization through AI, automation of technician intervention reports.
- Public services: Support for institutions to integrate AI into service management.
The Human and Cultural Challenges of AI
AI adoption does not happen without resistance. Orange has established clear guidelines to ensure ethical and secure use of AI. Data governance and oversight of automated decisions remain priorities.
Advice to SMEs for Successful AI Adoption
Thomas Peyrot Des Gachons advises SMEs to:
- Define a data governance strategy: effective AI relies on reliable and well-structured data.
- Start with simple use cases: test AI on concrete projects and evolve progressively.
- Train employees: successful adoption requires team acculturation.
- Regulate AI use: ensure human oversight to prevent biases and errors.
AI is an essential transformation lever. Orange’s experience illustrates how a large company can not only revolutionize its own processes but also support its clients in this transition. By emphasizing training, ethics, and data governance, Orange lays the foundation for sustainable and efficient transformation.
