Artificial intelligence and customer experience centered on the 9th edition of Orange Business Live

This Wednesday, May 25, the ninth edition of the Orange Business Live event was dedicated to artificial intelligence to develop and retain customers.

(CO Mag) – The ninth edition of Orange Business Cote d’Ivoire’s Physical Meeting revolved around the theme “How to harness the power of AI to optimize and retain customers”. It was a forum for exchanging experiences, exchanging experiences and projections on artificial intelligence. During the conference, the panelists focused on the added value of artificial intelligence in managing customer experiences, its application and the maturity of the African continent.

“Imitate the human brain”

To launch the exchanges, Didier Claire, Orange Business and Broadband Director at Orange Cote d’Ivoire, defined the concept of artificial intelligence as “a computer science based on the use of data, based on highly advanced algorithms, designed in computers and computer systems. It was born around the “1950s, it has gained traction over the last ten years as a result of RSS feeds and” human interaction on the web “.

Indeed, artificial intelligence is one of the major trends that will accelerate the digital transformation of companies this year, not just. It also applies to all areas of life, such as prediction and coding. Bearingpoint partner Jean-Michel Hewitt says it plays a leading role in limiting fraud, offensive behavior and language change.

Africa and AI

In Africa, the use of AI is no longer required. According to Eric Adzer, president of the French-speaking Agency for Artificial Intelligence (AFRIA), the continent has made significant progress in using this technological trend in the banking sector, resulting in “applications that ensure tracking. Customer journey. In the field of health, countries such as Rwanda and the Democratic Republic of the Congo have developed applications based on artificial intelligence that promote “child or maternal health.”

However, despite this rapid adaptation, the continent lags behind in this regard, he notes. He justified his observation that a few African states have a national artificial intelligence strategy. Added to this are a lack of content and skills, an absence of legislation, problems with allocation by local people, and data generation. In the face of these challenges, Mr. Adja identifies three factors that determine the future of AI in Africa. Here it is:

  • The political will that surrounds this technological trend is explained by the formulation and adoption of a good public policy;
  • Companies (this is about how they use AI and data);
  • Civil society, youth and women around AI to develop skills and tools.

In the same vein, Didier Klaus recalls that the Orange Group is committed to the technological revolution on the continent. A commitment that could help Africa address these challenges, particularly the lack of AI skills and the inadequacy of datacenters.

AI and people

It is estimated that by 2030, 69% of customer interactions will be decided by intelligent machines. However, AI will not replace people who will be at the center of business. “There are things that will oppose AI, such as emotion even if it starts to do so,” Jean-Michel Hewitt warned. In addition, he recalls a “good artificial intelligence that is associated with humans”.

His views were supported by Aminata N’Dia. Orange Middle East and Africa Senior VP Marketing, Digital and Customer Experience emphasized that AI remains at the service of the people within the company. In the sense that it interferes with the identification, support and proposal of adaptive solutions in the customer journey. “Because we’ve implemented intelligent solutions to perform repetitive tasks, we’ve allowed our employees to engage in more humane and less robotic tasks,” he admits by sharing experiences. Orange Africa using AI to improve customer service.

What are the risks of AI?

Artificial intelligence is not only good for humans. The other side of the coin is associated with the exploitation of personal information, which can “increase distrust among users,” Eric Adza noted. Jean-Michel Hewitt added that using it “to track people in certain countries” could also pose a security risk. Thus, to address this, “several countries have begun enacting legislation to protect their sensitive information,” said Didier Klaus.

Note that this ninth edition of Orange Business Live ended with a question and answer session on the theme of the day, as well as a forum dedicated to the contributions of the participants.

YouTube video to access the replay of this conference

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