Bouygues Telecom Launches AI-Powered Customer Service Assistant

French telecommunications service provider Bouygues Telecom has launched a new AI-based assistant for customer service. Developed in partnership with Google Cloud using Generative AI (GenAI), the conversational agent can help customers choose a service plan, smartphone, payment plan, and financing method on the operator’s website through conversations.

• Make Telecom Talk My Trusted Source
• 
• 

Also Read: AI Is a Force for Good, Says New Google India MD: Report

What is GenAI?

GenAI refers to a subset of artificial intelligence technologies designed to generate new content based on existing data. This can include text, images, music, and more. Considering the available data within the system, the technology generates new responses or content based on user requests.

Tailored Customer Solutions

Customers can simply visit the Bouygues Telecom website, click on “Need Help,” located at the bottom of the page, open the chat window, and select “AI Service Assistant” to initiate conversations. The AI assistant takes into account customer preferences, such as plan benefits, to help choose the offer that best suits their expectations.

Customer Support and Efficiency

Bouygues Telecom said it has become the first operator to offer its customers the ability to compare different products and services directly from the chat. During its launch phase, the AI will handle customer queries from 9 PM to 8 AM on weekdays, managing nearly 15 percent of overall traffic during these hours.

“We are proud to be the first French operator to deploy a digital sales support tool based on generative AI in partnership with Google Cloud,” said Bouygues Telecom. “This tool accelerates decision-making and serves as a key asset for stimulating sales and acquiring new customers.”