Orange Poland (Polska) has launched an innovative AI-driven service designed to help customers compare different smartphone models. The service is powered by Max, a virtual assistant that leverages generative artificial intelligence (GenAI) to provide personalized recommendations. The main objective is to improve customer experience by providing a convenient way to compare devices based on various parameters. Orange Poland says this feature is still in the testing phase.
Virtual Assistant Max: Evolution and features
Introduced by Orange Poland in July 2018, virtual assistant Max has come a long way since its launch. Originally designed to manage customer calls, Max has expanded to handle more than 1 million customer interactions each month. It efficiently manages both calls and chats, making it an essential tool in a company’s customer support system.
Main features of Max:
- Handling high traffic: Max can manage up to 200 calls and 50 chats simultaneously during peak hours.
- Wide scope of work: Initially focused on handling phone calls, Max now handles a variety of customer inquiries across multiple channels.
- continuous evolution: Orange Poland will continue to enhance Max’s capabilities to ensure it adapts to the evolving needs of its customers.
Smartphone comparison assistant using AI
In the latest development, Max has been upgraded to allow customers to compare smartphones through chat. This feature allows users to compare different device models based on their specific needs and preferences. Currently, this service is only available to a limited number of users, but Orange Poland plans to gradually expand its availability.
Benefits of smartphone comparison feature:
- personalized recommendations: AI assistants can provide customized suggestions based on user preferences.
- Detailed device comparison: Max explains the main differences between smartphone models, including technical specifications and features.
- natural interaction: The goal is to create a conversational experience that resembles a conversation with a human consultant, making the process more intuitive and user-friendly.
“Our goal is to create a more natural and contextual customer experience, similar to interacting with a human consultant,” Orange Poland emphasized in a recent blog post.
The role of generative AI (GenAI)
Generative AI (GenAI) plays a key role in how Max and the Smartphone Comparison Assistant work. GenAI refers to a category of artificial intelligence models that can generate new content based on patterns learned from existing data.
What GenAI does:
- generate new content: GenAI can create text, images, music, and even code by predicting patterns based on input data.
- Contextual responses: These AI models can predict what happens next in a sequence, allowing Max to provide relevant and contextual recommendations during customer interactions.
Looking to the future: The future of AI in Orange Poland
Orange Poland continues to innovate and enhance its services using AI and GenAI technologies. The launch of the smartphone comparison assistant is just one of many AI-powered solutions the company is currently developing. As the testing phase progresses, Orange Poland aims to further improve the system and ensure a more sophisticated and seamless customer experience.
Important points:
- Individual support: Max provides customized recommendations to help customers make informed decisions when choosing a smartphone.
- Expanding functionality: AI assistants are continually evolving and taking on new roles beyond simple customer service tasks.
- Future-ready technology: With the integration of GenAI, Orange Poland has established itself as a leader in customer-focused AI innovation, making its services more intuitive and accessible.
In the near future, Orange Poland’s virtual assistant Max is expected to become an important tool to help customers navigate the complexities of smartphone selection while improving the overall shopping experience.
