Orange Poland (Polska) has introduced a service to help customers compare different smartphone models using its virtual assistant, Max. Based on Generative Artificial Intelligence (GenAI), the assistant explains device parameters, highlights differences between selected models, and helps users choose the best device to suit their needs. Orange Poland says the service is still in the testing phase, with tests having just started.
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Virtual Assistant Max
Since Max's inception in July 2018, Orange Polska reports that the GenAI assistant has evolved from handling phone calls to managing over a million customer calls monthly. During peak hours, it can simultaneously handle 200 incoming calls and 50 chats.
AI-Powered Smartphone Comparison
In its latest upgrade, the virtual assistant is entering the next phase, supporting customers in selecting smartphones via chat. Initially available to a select group of users, this solution will gradually expand. "Our goal is to create a more natural and contextual customer experience, akin to interacting with a human consultant," Orange explained in a blog post.
Orange Polska said this innovative solution, which uses GenAI technology, is one of many the company is developing.
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What is GenAI?
GenAI, short for Generative AI, refers to a category of artificial intelligence (AI) models that generate new content, such as text, images, music, or even code, based on patterns learned from existing data. These models can also create outputs by predicting what comes next in a sequence.
