As part of a collaboration between several Fabs, EmailTree was able to transform the daily lives of Orange France’s technical management teams thanks to an innovative solution.
Here’s a look back at this success story, which illustrates the impact of a start-up supported by Open Innovation.
EmailTree, the start-up for customer communications
EmailTree is a Luxembourg-based start-up founded in 2019 that offers a customer service automation software solution. Its platform uses conversational AI to analyze emails and text requests, classify them, automate actions and generate tailored responses that may or may not be humanly validated by customer service. Using secure Enterprise Knowledge Bases (EKBs), EmailTree facilitates learning and adaptation through OpenAI integration.
Accessible via APIs and integrations with tools such as Outlook and Zendesk, EmailTree offers invaluable flexibility to businesses, and the ability to automate departments working on large volumes of messages of a homogeneous nature.
A multi-Fab collaboration
The story begins with Fab Belgique/Luxembourg and Orange Luxembourg’s Chat/Mail customer service. The solution evolved functionally to the point of becoming a true co-construction between Orange Luxembourg and Emailtree. Synergy between the Fabs in Belgium, Luxembourg and France led to the introduction of the solution in France, with the Orange France Technical Department team in charge of the public e-mail address, abuse@orange.fr.
EmailTree provided the team with a powerful automation solution that was also collaborative, enabling them to share the processing of the thousands to tens of thousands of emails received every day at this address more widely and effectively, thereby boosting operational efficiency.
Numerous benefits
- Operations: automation and fluidity
EmailTree has radically changed the way teams manage emails on a daily basis. Thanks to the automation of message sorting and processing, teams no longer have to sort emails manually. After a year and a half of use, the backlog was emptied for the first time in 15 years.
The results are impressive (after 1 year of use):
- 90% of incoming e-mails correctly classified
- +60% growth in claims processing
- 6,000 useless e-mails deleted every day
- Customer: humanizing the relationship
Beyond efficiency, EmailTree has also enabled us to rehumanize exchanges with customers. By replacing a single mailbox with a genuine ticketing tool, each case is now assigned autonomously, reducing errors and enabling each business line to act with greater autonomy. Teams benefit from positive feedback and thanks from customers, reinforcing the importance of the human element in customer relations.
Responsive support
EmailTree’s support was decisive in this transformation. The team, made up of a dozen people between Paris and Bordeaux, benefited from a constant and benevolent support, facilitating the adoption of this technology. Their responsiveness and ability to adapt to the needs of the teams were major assets in this collaboration.
Future opportunities
Next steps include projects with Human Resources on the management of Mail ZZZ addresses and Orange Cyberdefense in SOCs to optimize, accelerate and facilitate the processing of alerts by cybersecurity operators.
EmailTree is also referenced by Orange Innovation’s Data/IA department as one of the strategic bricks for the support functions domain.
EmailTree’s story is a perfect illustration of the potential of Open Innovation. Multi-Fab collaboration has strategically positioned the start-up on the international stage, helping it to scale up.
Well done to everyone involved in this project: their commitment and collaboration were essential to its success!