Orange's Success Story: Multilingual Service Workflows with AI

How Hexabot empowered Orange to deliver seamless, multilingual support automation across multiple channels

Orange customer service automation

The Challenge

Orange, a leading telecom provider, faced increasing customer service demands and sought to improve response times, efficiency, and offer 24/7 support. They implemented Hexabot, an AI workflow automation system capable of serving customers in French, Arabic, and the Tunisian dialect. Hexabot was deployed across multiple channels, including the Orange website, Facebook page, and official mobile app.

  • High volume of customer inquiries across various platforms
  • Need for 24/7 support in multiple languages
  • Ensuring consistent quality of service across all channels

Seamlessly integrated with Orange's information systems, Hexabot provided instant support on common issues like billing, data usage, and troubleshooting, while escalating complex problems to human agents when necessary.

The Hexabot Solution

Hexabot delivered AI support automation tailored to Orange's needs, connecting customer conversations, service routing, and human escalation across high-volume digital channels.

Multi-Channel Support

Seamless integration across website, Facebook, and mobile app

Multilingual Capabilities

Support in French, Arabic, and Tunisian Dialect

24/7 Availability

Round-the-clock customer support without human intervention

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Key Figures

As a result, Hexabot handled 65% of queries autonomously, reducing response times by 50% and improving customer satisfaction by 30%. With 24/7 availability and faster service, Orange optimized its operations and provided a better customer experience while reducing costs. The success demonstrated how Hexabot, Hexastack's product, helped streamline support and meet the demands of a growing customer base.

50%

Reduction in support tickets

90%

Customer satisfaction rate

30%

Increase in first-contact resolution

"Hexabot's AI automation has transformed our customer service capabilities. We're now able to provide instant, accurate support in multiple languages across all our digital channels."

- Haythem Gaddacha, Head of Digital Marketing at Orange Tunisia

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