Orange, a leader in market share and customer satisfaction, has transformed customer service through generative AI and Big Data. The session will cover how AI is applied to the business, based on both Orange’s internal experience and solutions that have been incorporated into other companies: intelligent routing, transcription, multi-channel virtual agents, and AI assistants for human agents. It will show how these solutions improve KPIs, automated audits, predictive risk models for recall or churn, and customer sentiment analysis.

Director, CIDAI

Joan Mas is a Telecommunications engineer (UPC) and MBA (Webster University). He worked for 10 years at the European Space Agency, the Netherlands, in the ENVISAT and METOP projects, Earth observation satellites. From 2000 to 2008 he developed at NTE S.A., equipment for the International Space Station and life support systems for manned space missions. Until 2024 he was Director of the Digital Technologies Division at Eurecat, promoting developments in areas such as Data Analytics and Big Data, Artificial Intelligence, Cybersecurity and others for multi-sector applications. He is currently Scientific Director in the digital field at Eurecat and, from 2021, he is also Director of CIDAI.

AI & Data Specialist, Orange Empresas

AI & Data Specialist at Orange, drives the application of Artificial Intelligence to the business, identifying opportunities and leading projects that connect data, technology, and strategy. He/She has over 4 years of specialized experience bridging business with AI solutions: leading the AI value proposition through generative AI projects, advanced data analytics, Machine Learning, and intelligent automation.