User experience


A person on her couch looks at the conversation with a chatbot on her phone. Artificial intelligence  /  Article

Chatbots are redefining interactions between customers and advisors

Who hasn’t come across a “chatbot” when making with a complaint or help request? They have become an effective first port of call before an advisor intervenes. And companies have capitalized on this value. They are willing to invest generously in this conversational artificial intelligence (AI) to improve its performance. In doing so, customers get […]


Networks and IT  /  Article

Quality of Service on Mobile Networks: What Data and AI Promise

Network coverage, voice quality, dropped-call rates, data speeds: quality of service (QoS) indicators are as diverse as they are accurate in order to provide an acute picture of customer experience levels. Poor quality of service is synonymous with ‘customer churn,’ where customers simply jump ship and move to the competition. As a result, all carriers […]


Research  /  Blog

Behavioural objects in the home: laying the foundations

Home robots The most well-known animated objects are automata and their successors, robots. Over the last twenty years, robotics has begun to invade our daily lives through new “service robots”. Within the home, you find robots for remote working, domestic robots (vacuum cleaners and mowers) and security robots. While numerous claims about companion robots were […]


Research  /  Blog

Personality derived from data can revolutionise smart services

New generation services are currently being developed at Orange Labs. The ideas that have been generated deserve to be shared in order to provoke reflection about the future ahead. One such new concept is a self-personalised service — a service that is aware of the user’s personality. This idea can both revolutionise the thinking behind […]


Internet of things  /  Article

Towards a common “language” for smart homes

At the end of 2019, the Connected Home over IP (CHIP) working group was set up under the umbrella of the Zigbee Alliance, bringing together major players in services (GAFA), distribution (Amazon, IKEA and others) and manufacturers of connected devices (including Samsung, Legrand and Somfy). The project aims to develop a unified and open standard […]


Networks and IT  /  Article

Networks enable an up-close Vendée Globe experience

While the Vendée Globe is above all the most prestigious solo round-the-world sailing race and an exceptional adventure for the skippers taking part, it is also a tremendous occasion for innovation and an opportunity to reinvent the way large-scale outdoor sporting events are experienced by the general public. Planning under extraordinary circumstances Orange Events, the […]


Research  /  Blog

Virtual reality, the new tool for evaluating user experience

Evaluating User eXperience (UX): In the lab or in situ? UX refers to “perceptions and responses of a user resulting from the use and/or intended use of a system, product or service.“ (ISO, 2019). In this area, the following are considered and studied: emotions, beliefs, preferences, perceptions, physical and physiological responses, behaviours and actions that […]


Au-Sénégal,-un-agent-virtuel-allège-la-vérification-des-dossiers-clients_960x620 Artificial intelligence  /  Article

Customer files checked by virtual agents in Senegal

The work carried out by the Orange Nomad Back Office team in Senegal seems never-ending and futile. Day after day, the team’s 17 members manually process 15,000 subscription requests submitted by resellers on the ground via the Nomad platform. When AI helps humans Their work involves verifying the authenticity of identity cards sent in the […]


Internet of things  /  Article

OS ecosystems and operators: relationships that shape the customer experience

Orange collaborates with OS ecosystem players with a view to co-innovate and optimise user services, in order to enrich and control the customer experience.


Research  /  Article

An enriched experience with a system that answers general questions

Sales of domestic assistants are on the up, and many of us use them on a daily basis, mainly for three things: to find out the weather, to play a piece of music or to ask general knowledge questions. The team of researchers looked into the last usage type. Improving the uses of Artificial Intelligence […]


Artificial intelligence  /  Article

MWC 2019: the Djingo ecosystem is opened up to partners

Orange’s virtual assistant Djingo opens its ecosystem to flagship partnerships: Bot Party with OUI.sncf, Open APIs, Co-Design with specialist partners.


Internet of things  /  Article

Show Hello 2018: Djingo goes pro

After applications in customer services for Orange Bank and voice control of Orange TV, Orange’s virtual personal assistant, Djingo, is coming to the workplace, with the development of services and functionalities to streamline working methods and environments.