Orange Group recently deployed AI agents to assist in billing and account queries across several markets, using search technology from U.S.-based Algolia to boost automation across its customer operations.
The agents, built using Algolia’s Agent Studio platform, are being rolled out across Orange’s consumer and business operations in more than 26 countries, with further expansion planned.
Orange will deploy Algolia’s infrastructure to bring search, recommendations and AI agents together under one governed layer, giving the operator a central point to control, audit and measure relevance as customer interactions move between channels.
The technology is designed to handle customer conversations using information drawn specifically from Orange’s billing records, tariffs, product data and internal policies, rather than relying on the general knowledge of large language models.
The agents can work across sales and support, allowing customers to input different types of questions without navigating separate systems.
Individual safeguards also define which subjects each agent can discuss, while cost controls set limits on how much it can spend. The controls aim to give the operator greater oversight of AI interactions in a regulated customer support environment.
Source: Mobile World Live
Image Credit: ShutterStock
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Source: Tahawul Tech