Case Study: Orange improves technical support and customer satisfaction with Rasa

Orange uses a contextual AI assistant to help customers troubleshoot common internet connectivity issues, 24/7

Orange, a leading telecom provider with 273 million customers across 28 countries, needed a way to reduce the number of technical support contacts handled by phone and eChat while improving the overall customer experience. To address this challenge, Orange partnered with Rasa to build a self-service solution for first-line troubleshooting and customer account questions.

Using Rasa for NLU and dialogue management, Orange launched Djingo, a contextual AI assistant that helps customers with internet, phone, and TV troubleshooting through web chat, Skype, and Facebook Messenger. With Rasa’s open source, on-premise, machine learning-based platform, Orange has reduced support contacts handled by human agents, lowered costs, optimized agent workloads, and improved customer satisfaction with 24/7 issue resolution.

Orange

Richard Popa

Project Leader and Solutions Manager