Intelcia has earned international recognition for its cutting-edge use of artificial intelligence in customer relations, taking home the Silver trophy at the 2025 CX Awards in Paris. The accolade, awarded in the “AI for Customer Engagement” category, celebrates a collaborative project with RED by SFR that leverages generative AI, speech analytics, and frontline team insights to optimize fiber optic sales.
The project was developed by Evoluciona, Intelcia’s innovation and consulting arm, and tackles a crucial pain point in fiber installation: the verification phase before connection. Often overlooked, this step can lead to costly errors and lost sales when mishandled. By systematically analyzing sales conversations, the AI-powered tool identifies incomplete transactions and automatically triggers follow-up actions. The result is a more reliable sales process, reduced friction, and a higher rate of successful installations.
Despite being rolled out in just four weeks, the solution delivered measurable impact almost immediately. Over a six-month period, fiber connection rates jumped by 15 percentage points, monthly sales increased by nearly a thousand units, and the revenue generated reached ten times the cost of the solution. Customer satisfaction also improved significantly, and frontline advisors benefited from performance-based bonuses tied to the tool’s success.
For Intelcia, the award signals more than just a technological win—it reflects a broader philosophy of using AI as a tool to empower people rather than replace them. “This project, co-developed with our operational teams and Evoluciona experts, demonstrates how well-integrated technology can drive immediate and meaningful performance,” said Abed Laraqui Housseini, Director of Client Services at Intelcia.
Buoyed by the project’s success, the company now plans to adapt the solution for other business lines where sales conversion is critical. Founded in Morocco in 2022, Evoluciona is quickly establishing itself as a key driver of innovation across Intelcia’s global operations.
The CX Awards, hosted annually by Relation Client Mag, honor standout achievements in customer experience, HR strategy, and the integration of AI in business operations.
