{"id":72061,"date":"2026-06-21T12:45:31","date_gmt":"2026-06-21T11:45:31","guid":{"rendered":"https:\/\/aicongress.barcelona\/?p=72061"},"modified":"2026-09-18T12:26:02","modified_gmt":"2026-09-18T11:26:02","slug":"com-orange-utilitza-la-ia-per-liderar-la-satisfaccio-del-client","status":"publish","type":"post","link":"https:\/\/aicongress.barcelona\/en\/com-orange-utilitza-la-ia-per-liderar-la-satisfaccio-del-client\/","title":{"rendered":"12.40h a 13.10h<br>How Orange Uses AI to Lead Customer Satisfaction"},"content":{"rendered":"<div class=\"wpb-content-wrapper\" id=\"wpb-content-root\"><p>[vc_section][vc_row][vc_column]<div id=\"ultimate-heading-77126adc2acae2932\" class=\"uvc-heading ult-adjust-bottom-margin ultimate-heading-77126adc2acae2932 uvc-1436  uvc-heading-default-font-sizes\" data-hspacer=\"line_only\"  data-halign=\"left\" style=\"text-align:left\"><div class=\"uvc-main-heading ult-responsive\"  data-ultimate-target='.uvc-heading.ultimate-heading-77126adc2acae2932 h2'  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}' ><h2 style=\"--font-weight:theme;color:#0066EF;\">How Orange Uses AI to Lead Customer Satisfaction<\/h2><\/div><div class=\"uvc-heading-spacer line_only\" style=\"topheight:1px;\"><span class=\"uvc-headings-line\" style=\"border-style:solid;border-bottom-width:1px;border-color:#0066EF;width:100px;\"><\/span><\/div><div class=\"uvc-sub-heading ult-responsive\"  data-ultimate-target='.uvc-heading.ultimate-heading-77126adc2acae2932 .uvc-sub-heading '  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}'  style=\"font-weight:normal;\"><\/p>\n<h3><strong>21 October 2026 | <\/strong>12.40h to 13.10h<\/h3>\n<p><\/div><\/div>[\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; bg_type=&#8221;bg_color&#8221; bg_color_value=&#8221;#ffffff&#8221; css=&#8221;.vc_custom_1683718841357{padding-top: 30px !important;padding-bottom: 30px !important;}&#8221;][vc_column][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>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&#8217;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.<\/h4>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;][\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1681910300131{padding-bottom: 30px !important;}&#8221;][vc_column][vc_empty_space]<div id=\"ultimate-heading-9466adc2acae2a5a\" class=\"uvc-heading ult-adjust-bottom-margin ultimate-heading-9466adc2acae2a5a uvc-1523  uvc-heading-default-font-sizes\" data-hspacer=\"line_only\"  data-halign=\"left\" style=\"text-align:left\"><div class=\"uvc-main-heading ult-responsive\"  data-ultimate-target='.uvc-heading.ultimate-heading-9466adc2acae2a5a h2'  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}' ><h2 style=\"--font-weight:theme;color:#0066EF;\">Presenter:<\/h2><\/div><div class=\"uvc-heading-spacer line_only\" style=\"topheight:1px;\"><span class=\"uvc-headings-line\" style=\"border-style:solid;border-bottom-width:1px;border-color:#FFFFFF;width:100px;\"><\/span><\/div><\/div>[\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; bg_type=&#8221;bg_color&#8221; bg_color_value=&#8221;#ffffff&#8221; css=&#8221;.vc_custom_1683718841357{padding-top: 30px !important;padding-bottom: 30px !important;}&#8221;][vc_column][vc_row_inner][vc_column_inner width=&#8221;1\/4&#8243;][vc_empty_space][vc_single_image image=&#8221;68522&#8243; img_size=&#8221;full&#8221; css=&#8221;&#8221;][vc_empty_space][vc_column_text css=&#8221;&#8221;][\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;3\/4&#8243;][vc_empty_space]<div id=\"ultimate-heading-76136adc2acae2b63\" class=\"uvc-heading ult-adjust-bottom-margin ultimate-heading-76136adc2acae2b63 uvc-4623  uvc-heading-default-font-sizes\" data-hspacer=\"line_only\"  data-halign=\"left\" style=\"text-align:left\"><div class=\"uvc-main-heading ult-responsive\"  data-ultimate-target='.uvc-heading.ultimate-heading-76136adc2acae2b63 h2'  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}' ><h2 style=\"--font-weight:theme;\">JOAN MAS<\/h2><\/div><div class=\"uvc-heading-spacer line_only\" style=\"topheight:1px;\"><span class=\"uvc-headings-line\" style=\"border-style:solid;border-bottom-width:1px;border-color:#FFFFFF;width:100px;\"><\/span><\/div><\/div>[vc_column_text css=&#8221;&#8221;]<\/p>\n<h4 style=\"text-align: left;\">Director, CIDAI<\/h4>\n<p style=\"text-align: left;\">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.<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;][\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1681910300131{padding-bottom: 30px !important;}&#8221;][vc_column][vc_empty_space]<div id=\"ultimate-heading-92896adc2acae2c77\" class=\"uvc-heading ult-adjust-bottom-margin ultimate-heading-92896adc2acae2c77 uvc-2323  uvc-heading-default-font-sizes\" data-hspacer=\"line_only\"  data-halign=\"left\" style=\"text-align:left\"><div class=\"uvc-main-heading ult-responsive\"  data-ultimate-target='.uvc-heading.ultimate-heading-92896adc2acae2c77 h2'  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}' ><h2 style=\"--font-weight:theme;color:#0066EF;\">Speaker:<\/h2><\/div><div class=\"uvc-heading-spacer line_only\" style=\"topheight:1px;\"><span class=\"uvc-headings-line\" style=\"border-style:solid;border-bottom-width:1px;border-color:#FFFFFF;width:100px;\"><\/span><\/div><\/div>[\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; bg_type=&#8221;bg_color&#8221; bg_color_value=&#8221;#ffffff&#8221; css=&#8221;.vc_custom_1683718841357{padding-top: 30px !important;padding-bottom: 30px !important;}&#8221;][vc_column][vc_row_inner][vc_column_inner width=&#8221;1\/4&#8243;][vc_empty_space][vc_single_image image=&#8221;73453&#8243; img_size=&#8221;full&#8221; css=&#8221;&#8221;][vc_empty_space][vc_column_text css=&#8221;&#8221;][\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;3\/4&#8243;][vc_empty_space]<div id=\"ultimate-heading-5786adc2acae2d8a\" class=\"uvc-heading ult-adjust-bottom-margin ultimate-heading-5786adc2acae2d8a uvc-7485  uvc-heading-default-font-sizes\" data-hspacer=\"line_only\"  data-halign=\"left\" style=\"text-align:left\"><div class=\"uvc-main-heading ult-responsive\"  data-ultimate-target='.uvc-heading.ultimate-heading-5786adc2acae2d8a h2'  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}' ><h2 style=\"--font-weight:theme;\">ALBERT RODRIGO<\/h2><\/div><div class=\"uvc-heading-spacer line_only\" style=\"topheight:1px;\"><span class=\"uvc-headings-line\" style=\"border-style:solid;border-bottom-width:1px;border-color:#FFFFFF;width:100px;\"><\/span><\/div><\/div>[vc_column_text css=&#8221;&#8221;]<\/p>\n<h4 style=\"text-align: left;\">AI &amp; Data Specialist, Orange Empresas<\/h4>\n<p style=\"text-align: left;\">AI &amp; 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.<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;][\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>It will cover how AI is applied to the business, based on both Orange&#8217;s internal experience and solutions that have been incorporated into other companies.<\/p>\n","protected":false},"author":3,"featured_media":71574,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[652],"tags":[],"class_list":["post-72061","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-21-octubre-en-2","category-652","description-off"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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