Orange's Hervé Suquet reinforces the importance of producing sustainable goods and services while limiting consumption and waste

We had the opportunity to learn about Orange's mission of becoming net-zero carbon emissions by 2040 through this interview with Hervé Suquet, VP Energy Group at Orange. Read on to find out Orange's key objectives towards sustainability and their AI-powered analytics and monitoring tools to help businesses drive change towards increased sustainability.


The growing needs of energy efficiency and sustainability need to ensure that all players involved in the end-to-end service delivery focuses on it, and deliver needed progress.

MEDIA 7: You are on a mission to drive Orange to become net-zero carbon by 2040. Could you please tell us a little bit about the strategy you have in place towards this goal?
HERVÉ SUQUET:
Orange, as a trusted partner, gives everyone the keys to a responsible digital world. While technology can help combat global warming, particularly by reducing travel, we’re still making every effort to reduce our own carbon footprint. Indeed, we’ve committed to achieving net zero carbon emissions by 2040, 10 years earlier than the objectives set by the rest of the sector, in line with our original ambitions stated in 2015 during the Paris Agreement on climate change.

To achieve this goal, we are following a strict energy efficiency policy, increasing our consumption of renewable energies, developing our circular economy and investing in carbon capture solutions to reduce our residual emissions. Therefore, we have defined an ambitious roadmap, in conformity with best practices, with the first step in 2025. The 2025 objectives have been validated for scopes 1, 2 and 3 by the SBTi initiative (Science Based Targets initiative), which is the international scientific expert in the evaluation of companies’ climate targets.

Energy is one of the key elements to master to achieve this roadmap, and Orange has set up a global program to ensure it will be met. This program is articulated around a simple driver: less energy usage, less cost, and less CO2. It is supported by an appropriate governance model, an Energy dashboard, and a full catalog of actions, best practices, and recommendations to implement. Full support of the whole ecosystem will also be key for enabling our industry to succeed in this climate challenge, including for example our suppliers with eco-design, energy efficiency run mode (zero energy for zero traffic), Towerco, and ESCO commitment toward green energy, etc.


M7: Leading the Orange Group Energy Efficiency program, what is top on your list that you want to achieve this year?
HS:
For Orange, improving our Energy Efficiency is a continuous and never-ending story, combining short, mid, and long-term actions, building on both one-shot and recurring levers. As an example of long-term actions, Orange is strongly involved in the normalization process to ensure the Energy efficiency of all our equipment, targeting the zero traffic / zero consumption rule. As an example of recurring actions, each of our data-center needs to be permanently monitored and managed to ensure its operation are rightly tuned for the best energy efficiency, taking into account the evolution of the equipment hosted, their effective load, the external climate evolution, etc.

Regarding more specifically 2022 key objectives, we will continue to accelerate on our ambition to secure a better and bigger part of green energy sourcing, thanks to cPPA (Solar/Wind), solar farms projects, solar as a service project for on-site consumption (data centers, office buildings, RAN sites). In parallel, we will further progress on better mastering the cost of energy sourcing, especially in Europe where we must face, and can work with, a more complex and more efficient energy market.


The above actions will need to be supported by further efforts in technical energy efficiency, and efficiency that we can benchmark across operations thanks to the two key selected KPIs that is the per country RAN kWh/Gb and per data-centers PUE. All this will be supported by continuous improvement in our reporting and analysis capability around energy usage and cost, with more specific efforts put on our capability to better forecast future needs (MWh), cost, and carbon footprint, including expected improvement from our various action plan.

Read More: ‘Marketing and sales strategies should focus on customer’s needs,’ believes Carrie Missele


It’s only by working together that we will achieve our common objectives to reduce carbon footprint and master our cost.



M7: What is your approach towards building and implementing a strategy while ensuring the best cash usage and ROI?
HS:
As for all our operations, new projects need to be analyzed combining both the expected strategic outputs and the planned ROI. From a Telecommunication point of view, on Energy domain, this translates into two key dimensions: Dedicated Energy investment tend to have a longer ROI than our core Telco investment, hence the importance of partnering with Energy specialist with whom we can build long-term As-A-Service contracts is a win/win approach. Case by case analysis is made to decide, per project or portion of a project, which model (Capex vs As-A-Service) will be the more efficient. Energy usage, both from a cost and Carbon impact, is not only our direct responsibility, but also strongly in hands of our more global ecosystem, including ESCO, TowerCo, RAN Sharing JV, and main Telco suppliers. It’s only by working together that we will achieve our common objectives to reduce Carbon footprint and master our cost.


M7: What are some of the different ways Orange promotes the principles of the circular economy?
HS:
From eco-design to collecting, reconditioning, repairing, recycling, and increasing the overall lifespan of products: these are some of the key principles behind the circular economy. The objective is to produce sustainable goods and services while limiting our consumption and waste and thereby break away from the traditional linear economy (extract, manufacture, consume, dispose). We’re committed to ensuring 100% of our Orange-branded products are eco-designed by 2025. In addition, one of the main goals of the transformation from a linear economy to a circular economy is to massively reduce the CO2 consumption given that Scope 3 (undirect emission of the Green House Gas Protocol) reaches over 80% of the total.

A circular economy program (OSCAR) has been launched in Orange, enabling us to strongly support our 2040 carbon-neutral objective, and including several sub-projects such as:

  • Modifying OEMs behavior (negotiations) to push them to provide Orange with second end products.
  • Implement ‘’green’’ criteria to select suppliers in our RFPs.
  • Implement a marketplace to ease the exchange of unused equipment within Orange.
  • Implement a decommissioning plan to provide a global overview of available equipment to all Orange Affiliates.

Orange is also strongly implicated in ongoing work with GSMA and more than 20 Telcos to influence the telecom ecosystem evolution to support the circular economy to keep current equipment in use longer, enhance/increase infrastructure sharing, develop awareness on the circular economy, give refurbished the same presence as new in business proposals, improve the regulatory ecosystem in favor of circular operations in the telco sector, define energy reduction cap for IT&N equipment.

Read More: Digital campaigns should implement holistic social listening, says Giovanni Hashimoto, Co-founder at A+G Digital


Changing handsets every 3 years instead of 2, and bringing back old ones for recycling will indeed mare a strong difference in the overall domain carbon footprint.



M7: What are Orange’s AI-powered analytics and monitoring tools called Energy Big Data?
HS:
Orange has developed a set of AI-powered analytics and monitoring tools based on Energy Big Data. The underlying principle behind these tools are:

  • To track and monitor all energy usage on all consumption points.
  • To build a per system energy usage model enabling to forecast energy usage based on business drivers.
  • To register and analyze all energy invoices/costs.
  • To synergize the above three components into a complete forecast/analyze/detect anomalies quality loop.
  • To proactively drive Data-centers energy & cooling systems to ensure the best tuning and operational performance.
  • To proactively drive RAN set-up to deliver the best service performance/energy usage equation.


M7: How are the growing needs of efficiency and sustainability driving shifts in the telecommunications industry?
HS:
As you have understood, I have already started to answer this question through my answers to the previous questions as the growing needs of energy efficiency and sustainability need to ensure that all players involved in the end-to-end service delivery focuses on it, and deliver needed progress. This is obviously, true for Telco gear and IT suppliers, both for the CO2 footprint linked to the equipment manufacturing and installation and for their usage energy efficiency.

But, it’s also an effort to be made for the various suppliers leveraging our Telco services, including for example OTT that are responsible for the rightsizing of the data flow and usage that they are generating. Last but not the least, it must encompass the whole ecosystem, including our customers, for example changing handsets every 3 years instead of 2, and bringing back old ones for recycling will indeed mare a strong difference in the overall domain carbon footprint.

ABOUT ORANGE

Orange is one of the world’s leading telecommunications operators with sales of 42.3 billion euros in 2020 and 137,000 employees worldwide at 30 September 2021, including 79,000 employees in France. The Group has a total customer base of 266 million customers worldwide at 30 September 2021, including 222 million mobile customers and 22 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business Services. In December 2019, the Group presented its new "Engage 2025" strategic plan, which, guided by social and environmental accountability, aims to reinvent its operator model. While accelerating in growth areas and placing data and AI at the heart of its innovation model, the Group will be an attractive and responsible employer, adapted to emerging professions. Orange is listed on Euronext Paris (symbol ORA) and on the New York Stock Exchange (symbol ORAN).

Their purpose: As a trusted partner, Orange gives everyone the keys to a responsible digital world. Their mission is to ensure that digital services are well thought-out, made available and used in a more caring, inclusive, and sustainable way in all areas of our business. Orange does everything in its power to ensure people and organizations enjoy a more autonomous, secure digital life. Through the engagement and expertise of the Group’s teams, Orange employs innovative technologies and services everywhere, and for everyone. For more information on the internet and on your mobile: www.orange.com, Orange News_ mobile app, www.orange-business.com or to follow them on Twitter: @orangegrouppr and @orange.

More C-Suite on deck

'I believe in servant leadership,' says Don White, CEO and Co-founder at Satisfi Labs

Media 7 | October 22, 2021

Don White, CEO, and Co-founder at Satisfi Labs, in this interview talks to Media 7 about the various aspects of his organization. He also dives into his field of expertise and helps us understand the true value of growth.

Read More

Oculeus' AI-driven capabilities identify suspicious communications traffic within milliseconds, elaborates founder and CEO, Arnd Baranowski

Media 7 | March 2, 2022

Arnd Baranowski, CEO and Founder at Oculeus, takes us through innovative software solutions that Oculeus provides its clients in the telecommunications industry around the world. Read on to find out how Oculeus, as a strategic technology partner, helps mitigate risks in the telecommunications industry.

Read More

‘Intelligent Automation has the potential to save over 10 million lives each year,’ says Aera Technology’s Pascal Bornet

Media 7 | April 5, 2022

Pascal Bornet, Chief Data Officer at Aera Technology sheds light on his first guide book ‘Intelligent Automation’ and Industry 4.0 revolution. Read on to know more about his thoughts on improving customer experience, the impact of automation on knowledge workers and IA transformations in his latest interview with Media 7.

Read More

'I believe in servant leadership,' says Don White, CEO and Co-founder at Satisfi Labs

Media 7 | October 22, 2021

Don White, CEO, and Co-founder at Satisfi Labs, in this interview talks to Media 7 about the various aspects of his organization. He also dives into his field of expertise and helps us understand the true value of growth.

Read More

Oculeus' AI-driven capabilities identify suspicious communications traffic within milliseconds, elaborates founder and CEO, Arnd Baranowski

Media 7 | March 2, 2022

Arnd Baranowski, CEO and Founder at Oculeus, takes us through innovative software solutions that Oculeus provides its clients in the telecommunications industry around the world. Read on to find out how Oculeus, as a strategic technology partner, helps mitigate risks in the telecommunications industry.

Read More

‘Intelligent Automation has the potential to save over 10 million lives each year,’ says Aera Technology’s Pascal Bornet

Media 7 | April 5, 2022

Pascal Bornet, Chief Data Officer at Aera Technology sheds light on his first guide book ‘Intelligent Automation’ and Industry 4.0 revolution. Read on to know more about his thoughts on improving customer experience, the impact of automation on knowledge workers and IA transformations in his latest interview with Media 7.

Read More

Related News

Future Tech

Zendesk signs definitive agreement to acquire Klaus

Zendesk | January 08, 2024

Zendesk today announced it has signed a definitive agreement to acquire Klaus, the industry leading AI-powered quality management platform. AI is driving a rapid increase in customer interactions and radically transforming the world of customer service. Customer service teams are being asked to increase their ROI by managing a rising volume of interactions while providing quality service, and increasing their organization's efficiency in the process. With Klaus, Zendesk customers will be able to deliver consistent, high quality service across every channel and across both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty. "As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations," said Adrian McDermott, chief technology officer, Zendesk. "The combination of Zendesk AI and Klaus' capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service." "Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers' needs," said Martin Kõiva, CEO and founder, Klaus. "QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale." With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human and digital agent performance is crucial to maintaining quality control and providing best-in-class customer service. While most QA software is capable of only scoring 1 to 2 percent of interactions and cannot recognize systemic trends, Klaus' AI scores 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by digital agents or outsourced teams. Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction. WEM is a critical capability for today's customer service leaders. The acquisition of Klaus will be the latest addition to the company's existing workforce engagement management (WEM) solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. The company acquired Tymeshift in June 2023. The acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions. About Zendesk Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. The company was conceived in Copenhagen, Denmark and today operates in more than 20 countries around the world. About Klaus Klaus is an AI-powered quality management platform that helps companies drive revenue through excellent customer service. Headquartered in Tallinn, Estonia, Klaus was founded in 2018 by Martin Kõiva, Kair Käsper and Egon Sale and has nearly 100 employees.

Read More

General AI

New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management

SysAid | January 12, 2024

SysAid, a leading provider of IT and Enterprise Service Management solutions, proudly announces the commencement of an exciting new chapter with the commercial release of SysAid Copilot, designed to liberate organizations by putting AI to work, for them and their people. At the core of SysAid Copilot is the AI Chatbot for End Users delivering always-on, 24/7 service. This conversational self-service experience uses generative AI to help employees work through issues by delivering answers, utilizing the organization's data, from knowledge base articles through ticket resolution history – as well as verified external data sources, links, and documents. Combating ineffective virtual agent deployment According to Gartner, "Staffing an IT service desk is difficult and a considerable expense. Long phone queues and abandoned calls are not uncommon. Yet, many I&O leaders have experienced issues with the implementation and adoption of virtual support agents, which are aimed at alleviating some of these challenges." One of the main factors attributed to these issues is that initial deployments of chatbots were ineffective[1]. With no code zero setup required, SysAid Copilot comes with a feature set designed to counter the potential pitfalls arising from sub-optimal deployment of traditional virtual support agents. The AI Usage Dashboard clearly reflects the value provided to both admins and end users through usage of SysAid Copilot features. For example, adoption of the AI Chatbot for End Users and Assistive AI features for admins. It also offers insights into AI-contained issues, indicating the rate at which problems were automatically resolved by SysAid Copilot using the organization's data and averting the need for ticket creation. In parallel, admins maintain ultimate control over the quality of responses with the ability to monitor, edit, and fine-tune answers provided by the AI Chatbot enabled by a Monitor and Fine-Tune feature. AI Author enables the provision of consistently professional service by rephrasing replies, elaborating on answers, and breaking down information into simple steps with responses that are comprehensible and accessible for employees. This also exempts admins from the need to grapple with wording and grammar. Embedded into the channels that employees already use, SysAid Copilot facilitates quick adoption within the organization. For example, employees get service in a single click from the AI Chatbot (one-click ticket creation) or automatically via the AI Emailbot, delivering an immediate response even before an admin sees the ticket. Increasing productivity SysAid Copilot leverages cutting-edge generative AI technology, elevating admins to play a strategic role in the organization and improving IT productivity by over 20%. "The release of SysAid Copilot is a momentous milestone in our quest to lead organizations on a transformative journey toward AI-driven organizational processes and excellence," said Avi Kedmi, SysAid CEO. "Tapping into specialized data accumulated from thousands of customers and millions of users, SysAid Copilot enables employees to enjoy a fully conversational experience, freeing up admins to focus on more strategic work and become the catalyst for organizational productivity. SysAid Copilot orchestrates service management across the organization, embodying our commitment to infusing intelligence and ease into the workday, reshaping the landscape of service management. And this is only the beginning, as our dynamic roadmap promises a steady stream of groundbreaking features and capabilities ahead, ensuring the success of our customers." The General Availability of SysAid Copilot follows a 5-month design partner and beta program in which a diverse and engaged group of active customers played a pivotal role in refining and enhancing the product. The dedication and enthusiasm of the beta partners have been instrumental in shaping the product and ensuring that it is finely tuned to address the unique needs of SysAid's customer community, not only meeting but exceeding their expectations. Enhancing CSAT scores and slashing MTTR SysAid Copilot includes AI Intelligent Categorization automatically categorizing tickets submitted via the AI Chatbot for End Users and routes to the right people while making suggestions for more appropriate categories for tickets that come in through other channels, reducing human error in ticket categorizations by ~40%. In parallel, AI Case Summarization provides admins with a real-time summarization of the ticket content and employee sentiment (AI Emotion) so admins can understand the context, history, and end-user sentiment at a glance. "SysAid Copilot has helped our organization a great deal in providing support quicker. Since our department is oftentimes understaffed, wait times are higher than normal, and with SysAid Copilot we've witnessed those wait times plummeting," said Nathan Gleed, IT at the City of St George. "One of the most amazing aspects of this new technology is its continual learning, consistently improving performance and generating more accurate and sophisticated output." About SysAid SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com

Read More

General AI

Glassbox Delivers Enterprise-ready Generative AI Assistant with Microsoft Azure OpenAI Service

Glassbox | January 11, 2024

Glassbox (TASE:GLBX), a leading provider of digital experience intelligence for web and mobile applications, today announced the availability of its enterprise-ready AI assistant, which the company has named GIA (Glassbox Insights Assistant). Glassbox turned to Microsoft Azure OpenAI Service, which hosts OpenAI models fully within the secure Azure environment, to elevate the security and privacy standards of its previously announced AI assistant. In combination with Glassbox’s patented data privacy measures, users of the AI assistant can be confident that the conversational interface is protected with the level of rigor they expect from both Microsoft and Glassbox. “We developed the AI assistant earlier based on OpenAI’s GPT model. However, our commitment to responsible AI and our exacting security, data privacy and compliance standards compelled us to turn to the Microsoft Azure OpenAI Service for its additional protections for potentially sensitive data shared or accessed through the new generative AI (GenAI) interface,” said Glassbox co-founder and Chief Technology Officer Yaron Gueta. “GIA sets a new bar for what organizations should expect of GenAI solutions from their software providers.” Glassbox captures millions or billions of digital experience data points for each of its customers every month that give them the richest possible set of data about their digital customer experience. GIA allows Glassbox users to uncover deep digital insights quickly and without technical knowledge or reliance on data and analytics teams. “Microsoft Azure OpenAI Service is ideal for companies like Glassbox that need to deliver enterprise-grade GenAI solutions based on vast, proprietary datasets,” added John Montgomery, CVP, Azure AI at Microsoft. “By using the power of our generative AI capabilities, Glassbox’s AI assistant can deliver a better experience to customers with the security measures of Azure.” With Gartner predicting that more than half of all successful technology solutions will be delivered to “nontraditional” buyers outside of IT by 2025, one of the pillars of Glassbox’s AI strategy is to make its unparalleled set of digital experience data more actionable, more quickly by more users for greater business impact. GIA is central to this strategy as Glassbox shifts increasingly towards natural language interfaces. The use of GenAI to unlock digital insights is also a key step in realizing Glassbox’s Autonomous CX vision, which promises to revolutionize the customer experience domain by making digital experiences fully self-optimizing. GIA is immediately available within the Glassbox digital experience intelligence platform when deployed in a customer’s preferred cloud environment. About Glassbox Glassbox (TASE:GLBX) reveals the insights that empower organizations to deliver better digital customer experiences. Our Digital Experience Intelligence platform automatically captures, visualizes and analyzes every digital journey in real time across websites and mobile apps. It serves as the unifying platform for product, UX, marketing, IT, analytics teams (and more) to assess performance, prioritize projects and optimize experiences. With unparalleled data privacy and security built in, hundreds of global customers across industries have chosen Glassbox to grow and optimize their digital businesses. Learn more at glassbox.com.

Read More

Future Tech

Zendesk signs definitive agreement to acquire Klaus

Zendesk | January 08, 2024

Zendesk today announced it has signed a definitive agreement to acquire Klaus, the industry leading AI-powered quality management platform. AI is driving a rapid increase in customer interactions and radically transforming the world of customer service. Customer service teams are being asked to increase their ROI by managing a rising volume of interactions while providing quality service, and increasing their organization's efficiency in the process. With Klaus, Zendesk customers will be able to deliver consistent, high quality service across every channel and across both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty. "As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations," said Adrian McDermott, chief technology officer, Zendesk. "The combination of Zendesk AI and Klaus' capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service." "Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers' needs," said Martin Kõiva, CEO and founder, Klaus. "QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale." With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human and digital agent performance is crucial to maintaining quality control and providing best-in-class customer service. While most QA software is capable of only scoring 1 to 2 percent of interactions and cannot recognize systemic trends, Klaus' AI scores 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by digital agents or outsourced teams. Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction. WEM is a critical capability for today's customer service leaders. The acquisition of Klaus will be the latest addition to the company's existing workforce engagement management (WEM) solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. The company acquired Tymeshift in June 2023. The acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions. About Zendesk Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. The company was conceived in Copenhagen, Denmark and today operates in more than 20 countries around the world. About Klaus Klaus is an AI-powered quality management platform that helps companies drive revenue through excellent customer service. Headquartered in Tallinn, Estonia, Klaus was founded in 2018 by Martin Kõiva, Kair Käsper and Egon Sale and has nearly 100 employees.

Read More

General AI

New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management

SysAid | January 12, 2024

SysAid, a leading provider of IT and Enterprise Service Management solutions, proudly announces the commencement of an exciting new chapter with the commercial release of SysAid Copilot, designed to liberate organizations by putting AI to work, for them and their people. At the core of SysAid Copilot is the AI Chatbot for End Users delivering always-on, 24/7 service. This conversational self-service experience uses generative AI to help employees work through issues by delivering answers, utilizing the organization's data, from knowledge base articles through ticket resolution history – as well as verified external data sources, links, and documents. Combating ineffective virtual agent deployment According to Gartner, "Staffing an IT service desk is difficult and a considerable expense. Long phone queues and abandoned calls are not uncommon. Yet, many I&O leaders have experienced issues with the implementation and adoption of virtual support agents, which are aimed at alleviating some of these challenges." One of the main factors attributed to these issues is that initial deployments of chatbots were ineffective[1]. With no code zero setup required, SysAid Copilot comes with a feature set designed to counter the potential pitfalls arising from sub-optimal deployment of traditional virtual support agents. The AI Usage Dashboard clearly reflects the value provided to both admins and end users through usage of SysAid Copilot features. For example, adoption of the AI Chatbot for End Users and Assistive AI features for admins. It also offers insights into AI-contained issues, indicating the rate at which problems were automatically resolved by SysAid Copilot using the organization's data and averting the need for ticket creation. In parallel, admins maintain ultimate control over the quality of responses with the ability to monitor, edit, and fine-tune answers provided by the AI Chatbot enabled by a Monitor and Fine-Tune feature. AI Author enables the provision of consistently professional service by rephrasing replies, elaborating on answers, and breaking down information into simple steps with responses that are comprehensible and accessible for employees. This also exempts admins from the need to grapple with wording and grammar. Embedded into the channels that employees already use, SysAid Copilot facilitates quick adoption within the organization. For example, employees get service in a single click from the AI Chatbot (one-click ticket creation) or automatically via the AI Emailbot, delivering an immediate response even before an admin sees the ticket. Increasing productivity SysAid Copilot leverages cutting-edge generative AI technology, elevating admins to play a strategic role in the organization and improving IT productivity by over 20%. "The release of SysAid Copilot is a momentous milestone in our quest to lead organizations on a transformative journey toward AI-driven organizational processes and excellence," said Avi Kedmi, SysAid CEO. "Tapping into specialized data accumulated from thousands of customers and millions of users, SysAid Copilot enables employees to enjoy a fully conversational experience, freeing up admins to focus on more strategic work and become the catalyst for organizational productivity. SysAid Copilot orchestrates service management across the organization, embodying our commitment to infusing intelligence and ease into the workday, reshaping the landscape of service management. And this is only the beginning, as our dynamic roadmap promises a steady stream of groundbreaking features and capabilities ahead, ensuring the success of our customers." The General Availability of SysAid Copilot follows a 5-month design partner and beta program in which a diverse and engaged group of active customers played a pivotal role in refining and enhancing the product. The dedication and enthusiasm of the beta partners have been instrumental in shaping the product and ensuring that it is finely tuned to address the unique needs of SysAid's customer community, not only meeting but exceeding their expectations. Enhancing CSAT scores and slashing MTTR SysAid Copilot includes AI Intelligent Categorization automatically categorizing tickets submitted via the AI Chatbot for End Users and routes to the right people while making suggestions for more appropriate categories for tickets that come in through other channels, reducing human error in ticket categorizations by ~40%. In parallel, AI Case Summarization provides admins with a real-time summarization of the ticket content and employee sentiment (AI Emotion) so admins can understand the context, history, and end-user sentiment at a glance. "SysAid Copilot has helped our organization a great deal in providing support quicker. Since our department is oftentimes understaffed, wait times are higher than normal, and with SysAid Copilot we've witnessed those wait times plummeting," said Nathan Gleed, IT at the City of St George. "One of the most amazing aspects of this new technology is its continual learning, consistently improving performance and generating more accurate and sophisticated output." About SysAid SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com

Read More

General AI

Glassbox Delivers Enterprise-ready Generative AI Assistant with Microsoft Azure OpenAI Service

Glassbox | January 11, 2024

Glassbox (TASE:GLBX), a leading provider of digital experience intelligence for web and mobile applications, today announced the availability of its enterprise-ready AI assistant, which the company has named GIA (Glassbox Insights Assistant). Glassbox turned to Microsoft Azure OpenAI Service, which hosts OpenAI models fully within the secure Azure environment, to elevate the security and privacy standards of its previously announced AI assistant. In combination with Glassbox’s patented data privacy measures, users of the AI assistant can be confident that the conversational interface is protected with the level of rigor they expect from both Microsoft and Glassbox. “We developed the AI assistant earlier based on OpenAI’s GPT model. However, our commitment to responsible AI and our exacting security, data privacy and compliance standards compelled us to turn to the Microsoft Azure OpenAI Service for its additional protections for potentially sensitive data shared or accessed through the new generative AI (GenAI) interface,” said Glassbox co-founder and Chief Technology Officer Yaron Gueta. “GIA sets a new bar for what organizations should expect of GenAI solutions from their software providers.” Glassbox captures millions or billions of digital experience data points for each of its customers every month that give them the richest possible set of data about their digital customer experience. GIA allows Glassbox users to uncover deep digital insights quickly and without technical knowledge or reliance on data and analytics teams. “Microsoft Azure OpenAI Service is ideal for companies like Glassbox that need to deliver enterprise-grade GenAI solutions based on vast, proprietary datasets,” added John Montgomery, CVP, Azure AI at Microsoft. “By using the power of our generative AI capabilities, Glassbox’s AI assistant can deliver a better experience to customers with the security measures of Azure.” With Gartner predicting that more than half of all successful technology solutions will be delivered to “nontraditional” buyers outside of IT by 2025, one of the pillars of Glassbox’s AI strategy is to make its unparalleled set of digital experience data more actionable, more quickly by more users for greater business impact. GIA is central to this strategy as Glassbox shifts increasingly towards natural language interfaces. The use of GenAI to unlock digital insights is also a key step in realizing Glassbox’s Autonomous CX vision, which promises to revolutionize the customer experience domain by making digital experiences fully self-optimizing. GIA is immediately available within the Glassbox digital experience intelligence platform when deployed in a customer’s preferred cloud environment. About Glassbox Glassbox (TASE:GLBX) reveals the insights that empower organizations to deliver better digital customer experiences. Our Digital Experience Intelligence platform automatically captures, visualizes and analyzes every digital journey in real time across websites and mobile apps. It serves as the unifying platform for product, UX, marketing, IT, analytics teams (and more) to assess performance, prioritize projects and optimize experiences. With unparalleled data privacy and security built in, hundreds of global customers across industries have chosen Glassbox to grow and optimize their digital businesses. Learn more at glassbox.com.

Read More

Spotlight

Orange

Orange

Orange is one of the world’s leading telecommunications operators with sales of 42.3 billion euros in 2020 and 137,000 employees worldwide at 30 September 2021, including 79,000 employees in France. The Group has a total customer base of 266 million customers worldwide at 30 September 2021, includin...

Events

Resources