AI-driven products provider Romanian EmailTree to deliver customer service solutions to Orange Luxembourg

Romanian startup EmailTree AI, founded in January 2019, with offices in Sibiu, Timisoara and Luxembourg signed a partnership with Orange to provide customer service solutions to Orange Luxembourg.

According to a statement of telecom company Orange, EmailTree AI comes as an end-to-end AI-driven solution to empower customer services & support teams with more productivity tools, while increasing customer satisfaction. NLP (Natural Language Processing), NLU (Natural Language Understanding), ML (Machine Learning) and RPA (Robotic Process Automation) techniques are used in order to reply faster to emails, automate email composition and trigger automatic actions in databases.

Inside Orange Luxembourg, EmailTree’s artificial intelligence applies to complex and technical issues and questions, specific to the telecom industry. In extension to this, 5 languages are used in the dialogues between the customers and the Customer Service & Support teams. It happens quite often that a message starts in one language (like French) and ends in another language (English for example). A cosmopolitan environment.

”As a startup, the partnership with Orange Luxembourg was the ideal launchpad. The adoption process can succeed only when pioneers meet and build together what we call the perfect mix between humans and AI tools. All this for the benefit of our respective customers. And this is only the first step. We see a lot of interest ahead and we are eager to extend our portfolio with new visionary customers, in Romania and at the global level. Romania is well known as an early adopter of the latest technologies, so we see the extension of our solution to Romania as a natural step in our endeavour,” stated Casius Morea, EmailTree’s CEO.

Corinne Lozé, CEO Orange Luxembourg: “We are very proud of this achievement, the innovation and digital transformation are the heart of our strategy and we want to reinforce the partnerships with the startups.”

How EmailTree AI works?

The algorithm is able to read the emails, understand the different situations and issues, in order to prepare optimal and quick replies suggestions. Requests and exchanges are classified by tasks types. Replies suggestions are proposed and the different teams (customer service and support) choose the suitable ones. Every action and reply are a resource to learn using the supervised and unsupervised machine learning process. EmailTree AI learns step by step.

Which are the objectives for Orange?

– reducing the load on the customer service

– increasing productivity when managing text requests

– increasing customer satisfaction

Which are the objectives for EmailTree AI?

– large-scale deployment of our advanced technologies

– improve the different features and develop new ones

– proving the efficacy into an international telecom group