Artificial intelligence, machine learning and natural language processing

Artificial intelligence, machine learning, and natural language processing

Artificial intelligence and machine learning

Artificial intelligence (AI) and machine learning (ML) are more popular than ever, yet it can seem the terms are used more in marketing material than they are in actual products. Nonetheless, the writing is on the wall and the future will be automated. Tasks that we routinely do today will be performed by robots and software systems in the near future.

How are we at Orange preparing and innovating in the face of the inevitable? The answer: in every dimension and in every vertical of our business. At Orange Silicon Valley, we actively seek start-ups and growing companies to partner with, invest in, and buy. We represent not only the 260 million Orange customers, but also the hundreds of millions of our partner companies, in seeking cutting-edge AI and ML solutions to business challenges.

The last decade in AI is defined by significant improvements in prediction models due to transformer-based technologies — generally called deep learning. Clustering information, detecting anomalies, classifying data, and other learning use-cases have become much more accurate due to deep neural network refinement. Some of the notable situations where AI has helped our customers include:

  • Truck roll
  • Churn identification
  • Recommendation
  • Text classification
  • Ticket routing
  • Predictive network maintenance

As we look towards the next decade of applications of AI and ML technologies, we are focusing on areas of interest to Orange and our customers — realistic 3D rendering and facial animation powering the virtual worlds of the future; Low-Code and No-Code platforms to enable app building across organizations; Machine Learning on the Edge and optimizing 5G and 6G networks; and more. As automation progresses and the powers of generative AI starts to be unleashed, we are working to enable safe, responsible, and sustainable ways to harness these technologies for Orange and its customers, both individual and enterprise.

Natural language processing

Speaking with one another is a core component of the human experience. It is both how we get our essential needs met and how we share emotions with the people we love. Conversational services channel the human voice of customers to not only provide them with fantastic experiences, but also develop longer term relationships that dovetail into the realm of KYC, or “know your customer”.

As the Net Promoter Scores (NPS) or customer engagement surveys attempt to learn the sentiment of the customers they serve, conversational services seek to delve deeper into the needs of the customer through conversation. In 2021, this entails using the best technology at our fingertips: Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP).

Conversational services broadly covers voice-based interactions with customers. Conventionally, that was focused on phone calls made to customer service representatives — but now reaches from chat bot engagement to chatting with your smart device. Automation is everywhere, but AI that we chat with is difficult because we evaluate the business via each of these engagements. At Orange Silicon Valley, we are seeking innovative solutions using NLP to numerous challenges in this space. They include:

  • Sentiment analysis for sales representative training
  • Dialog management solutions
  • Multi-channel KYC products

We are also seeking new approaches to emerging use cases around remote labor hiring and training; multi-lingual and cross-lingual Interactive Voice Response (IVR); and real-time voice transcription and summarization solutions. Please reach out to us if you have a start-up that you think we should speak with.

Lead analysts

Sarah Luger
Principal, Technology Group

Please contact Sarah to explore opportunities for partnership involving artificial intelligence and machine learning.

Thomas Huitric
Analyst, Technology Group

Please contact Thomas to explore opportunities for partnership involving artificial intelligence and machine learning.

See our Who’s who for more information on all the members of our talented team.

Related areas of focus

Orange Silicon Valley posts on artificial intelligence, machine learning, and natural language processing