Deploying AI agents across six operational processes
Orange Maroc chose to exit the experiment by tackling six operational irritants at once, from customer support to sales management, with teams trained on their own cases.
The challenge
The support teams answered the same product questions every day. Competitive intelligence was done by hand. The contracts were drawn up one by one. And commercial management was to cover 7 regions, 75 provinces and 1,538 municipalities, in dispersed files.
The solution
An expert agent on all products and services, supported by internal documentation, capable of responding in French and Arabic.
The adviser or customer sends a photo of their equipment; the agent identifies the model and guides them through troubleshooting step by step.
Monitoring of public sources, the press and networks, with a structured summary sent automatically by email.
An internal creative studio to produce and retouch visuals to the charter, without leaving the team environment.
A guided course in ten steps which generates the compliant contract, in French and English.
Sales forecasting and analysis of commercial performance: actual versus objective, achievement rate and monitoring by region, province and municipality to support team decisions.
The results
Six AI agents in production, more than 800 employees trained on their own use cases, and a team capable of developing the tools itself. Adoption was not decreed: it was constructed with the professions, case by case.
2026: seven cases renewed, from business development to LLMOps
After the start of production, the programme continues to make the solutions more reliable and improve them based on field feedback. It covers box diagnosis, marketing studio, monitoring, knowledge base, commercial objectives for direct and indirect channels and contract assistant.
New scenarios, data enrichment, user experience, functional tests and integration of team feedback.
Adaptation to infrastructure, CI/CD pipelines, quality monitoring, observability, alerts and access security.
A continuous cycle of framing, development, testing, deployment and improvement, coordinated with business, IT, data and infrastructure teams.
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