By integrating AI tools into its processes, Orange can not only improve QoS and customer experience but also reduce costs, enhance operational efficiency,and improve employee experience
In a world where connectivity is essential, service quality (QoS) and operational efficiency are top priorities for telecom operators. Orange France, with its longstanding commitment to high-quality service and network performance, faces increasing challenges related to managing aging infrastructure and integrating complex new technologies. The strategic integration of artificial intelligence into its processes offers a powerful response to these issues.
As part of our exploration of AI innovations in telecom networks, we had the opportunity to interview Axelle Camus, Head of AI Integration at Orange France’s Technical Department. She shares insights into the challenges the company faces and the tangible results achieved through AI.
The QoS challenges for Orange France
Orange France has always prioritized QoS. With impressive results—such as earning 13 stars from Arcep * for its mobile network—the operator must manage legacy infrastructures. While these networks are still high performing, they are sometimes aging and require specialized skills for maintenance. The gradual phase-out of older networks, like copper and 2G, is a necessary step to simplify skill management and enhance performance.
Current challenges include maintaining high QoS while reducing operational costs. The complexity of networks, with legacy layers and obsolete equipment, combined with the introduction of new technologies, complicates daily management. Additionally, growing customer demands for faster, more reliable services put extra pressure on operators.
AI-Driven transformation: an essential leverage for Orange France
AI has become a vital tool for transforming Orange France’s outlook. It enables the optimization of network design, deployment, and operation. By integrating AI tools into its processes, Orange can improve QoS and customer experience, while also reducing costs and boosting operational efficiency and employee satisfaction.
AI Use Cases at Orange France
Improving QoS and operational efficiency
AI-based diagnostic tools, such as the Recovisu project, exemplify this integration by Orange France’s teams. This system helps technicians quickly correct errors during interventions, enhancing service quality. By taking photos before and after repairs, technicians can detect potential issues, reducing customer wait times. Furthermore, Orange France has deployed several AI-based use cases to address its challenges. For example, automating frequency declarations with the National Frequency Agency has shortened the time to activate frequencies, enabling faster responsiveness. Previously, these declarations could take several months due to frequent feedback caused by plan errors.
Preventive maintenance
Preventive maintenance of equipment, such as antenna batteries, is also optimized through AI. Instead of following a fixed schedule, interventions are planned based on actual needs, reducing failures and carbon footprint. This approach ensures maintenance is only performed when necessary, avoiding unnecessary trips.
Damage reporting
Another effective use case is an app allowing citizens to report infrastructure damages. AI evaluates these reports based on severity, enabling rapid and targeted responses. This not only improves Orange’s responsiveness but also strengthens customer trust in the operator’s incident management capabilities.
Significant gains achieved
Cost Savings & efficiency
Orange France’s initiatives have already delivered notable benefits. For instance, the NRJ5G app prevented unnecessary upgrade costs for mobile site electrical subscriptions, saving nearly €48 million. By analyzing consumption data, Orange identified over-dimensioned sites, leading to more efficient resource management.
Carbon Footprint reduction
AI also helps reduce Orange France’s environmental impact. Predictive maintenance and resource optimization prevent unnecessary interventions and extend equipment lifespan. Additionally, initiatives to reduce water consumption at unmanned sites are underway, with analyses designed to detect anomalies before dispatching technicians.
Improving Customer satisfaction
Enhancing QoS through AI translates into higher customer satisfaction. Clients benefit from more reliable services and quicker issue resolution, fostering loyalty and positioning Orange as a leader in an increasingly competitive market.
Despite these successes, integrating AI presents challenges
- Data quality: Ensuring high-quality data remains a major issue, given heterogeneous information systems and varied processes. Initial investments in time and resources are needed to integrate AI solutions into existing systems. Orange is working to improve data quality through data documentation initiatives and collaboration with business teams to develop data products.
- Change management: While teams are generally receptive to innovation, supporting them through this transition is crucial. Training programs are essential to ensure employees understand and adopt new technologies.
Perspectives & innovations
Orange France’s short, medium, and long-term priorities are clear: enhance customer satisfaction and service quality. The goal is to reduce network downtime and anticipate customer needs. To achieve this, the operator plans to better structure its AI projects, maintaining agility while ensuring high quality.
Upcoming steps include exploring new AI technologies to further optimize processes. Orange is integrating data mesh solutions to improve data management, enabling more efficient use of available information.
The adoption of AI at Orange France marks a significant step forward in managing telecom networks. By transforming processes and enhancing QoS, the operator positions itself as a leader in a constantly evolving sector. While challenges remain, the potential benefits—both economic and environmental—are undeniable.
Through a proactive approach and continuous innovation, Orange France is well-equipped to meet future challenges and continue delivering high-quality services to its customers.
