Orange, a pan-African telecom operator, is harnessing artificial intelligence (AI) to enhance network optimization across various African countries. With the aim of balancing network capacity, predicting equipment failures, and automating maintenance processes, the company is driving improved customer experiences and operational efficiency.
Speaking at the Africa Tech Festival in Cape Town, South Africa, Brelotte Ba, Deputy CEO of Orange Middle East and Africa, outlined how AI is transforming the company’s network management.
“We face the challenge of expanding network capacity and coverage to match increasing demand,” Ba explained. “Our AI-driven algorithms continuously adjust bandwidth and coverage to deliver optimal service quality.”
Orange’s AI solution, known as “Smart Capex,” was initially piloted in Spain and is now operational in Côte d’Ivoire, Senegal, Mali, and Jordan. This technology identifies investment priorities by analyzing network traffic and customer needs, ensuring efficient resource allocation.
“The beauty of AI lies in its ability to provide real-time insights, allowing us to dynamically balance network capacity with demand,” Ba said. He emphasized that Smart Capex not only optimizes network performance but also enhances energy efficiency.
“By predicting traffic patterns, we can adjust power consumption throughout the day, reducing energy usage without compromising service quality,” he noted.
Orange is also focused on building a fully automated, zero-touch network. According to Ba, predictive maintenance powered by AI is a key component of this vision.
“Just as the automotive industry is pursuing driverless cars, we are working towards self-healing networks,” he said. “AI algorithms can detect potential equipment failures and trigger preemptive maintenance, minimizing downtime and enhancing reliability.”
While AI reduces manual intervention, Ba emphasized that human technicians remain essential for hardware replacements and system oversight.
In addition to network optimization, Orange is deploying generative AI (GenAI) to enhance customer support. The company’s chatbot, TutoGenius, developed in partnership with Artefact, provides customers with natural language interactions for faster and more intuitive problem-solving.
“TutoGenius remembers previous interactions, making conversations feel more human and personalized,” Ba explained.
Orange has also introduced a GenAI-powered internal tool, Dinootoo, designed to assist employees with tasks such as document analysis and image generation.
Ba highlighted the growing adoption of AI across Africa but acknowledged challenges, particularly in data availability.
“There is no AI without data,” he said. “Access to localized data is critical for developing AI solutions that cater to African markets.”
Orange is addressing this gap by establishing Digital Centers to train young Africans in AI, software engineering, and data science.
“With Africa’s youthful population, the potential for innovation is immense. By equipping young people with the right skills, we can drive AI advancements from within the continent,” Ba said.
Ba believes that Africa has a unique opportunity to contribute to global AI development, provided there is adequate investment in skills training and data accessibility.
“We need a regulatory framework that ensures access to local data and promotes AI innovation across the continent,” he concluded.
As Orange continues to expand its AI capabilities, the company is positioning itself as a leader in driving digital transformation across Africa and the Middle East, with a focus on sustainable growth and customer-centric solution.