Séverine is creating effortless, fast and personalized experiences for Orange France’s customers.

What was the goal you set out to achieve with AI?
Our goal is to provide an effortless, fast and personalized customer experience–one that is aligned with our security requirements,as well as our IT processes. We started small and specific, using a test-and-learn approach. We wanted to know if our customers were happy with the content the bot provided.

What benefits are you realizing with your organization's use of AI?
AI projects enhance the benefits of agile methodology that we have put in place. Everyone works together, analyzing customer conversations and feedback to make the best decisions to feed the bot. You can’t do AI if you don’t know your customers,as well as your operational and IT processes.

What have you learned and what advice would you share with others who are considering using AI?
You have to know what you want from your AI project. Start small and grow fast. Focus on one use case or one small team. Also, choose open-minded people who are willing to challenge themselves, learn and take quick decisions in agile ways. Having technical expertise is important,but passion, customer understanding and the knowledge of your company processes are keys.

What advice would you give to the next generation of women as they enter the workforce?
You can live different lives in one professional career; make it your own and keep on learning. Learning and understanding are my key drivers in life!

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