... when co-founders Jelle Van Gompel and Thomas Van Durme met at the university of Leuven (Belgium) and began experimenting with all kinds of software technology. They solidified their knowledge in the field of application engineering and artificial intelligence. Jelle started as consultant with Altran in the field of utilities and Thomas started a position at the European Space Agency. With those experiences in hand, both decided to permanently team up and founded ThinkNexT in the spring of 2011, carrying the momentum of their past ventures.
Between 2011 and 2016 ThinkNexT focussed on tailor-made software solutions in the field of customer service. They discovered that many customer service departments suffered under large loads of customer questions that were in fact easy to answer. Though easy to answer, the sheer volume resulted in long waiting times for customers and a suboptimal use of customer service agents. Orion was born.
Artificial intelligence - specifically natural language processing (NLP) - formed the basis of the automation engine that fuels Orion. But the buck doesn't stop there. Previous experience integrating IT solutions in the customer service landscape, together with a thorough understanding of day-to-day customer service operations, is why Orion has successfully left the launching pad in 2016.
The Orion / ThinkNexT team grew with functional specialists in the field of customer service. And since that take-off in 2016 many small, mid-sized and enterprise-sized organisations have trusted the automation of their customer service in Orions hands.