BT Group and ServiceNow have expanded their strategic relationship to improve customer experience for BT Group’s clients.
By leveraging ServiceNow’s service management capabilities, BT Group can streamline and automate various customer-facing processes to deliver a seamless and efficient experience for its customers.
A key component of this partnership is the implementation of ServiceNow Service Bridge, which will enable BT Group’s enterprise customers to directly connect with BT’s service team from within their own ServiceNow environments.
Customers can seamlessly submit orders, request support and manage services through a single digital workflow, eliminating the need for isolated processes and manual interventions.
The telco is also pioneering the use of ServiceNow’s generative AI capabilities through the pilot of Now Assist for Telecom Service Management. By leveraging AI-powered case summarisation and efficient case note review, its agents can halve the overall handling time and improve mean time to resolve by a third.
“Our approach, powered by ServiceNow and enhanced with AI, will transform customer experience at BT Group, unlocking value at every stage of the journey,” said Hena Jalil, Managing Director and Business CIO of BT Group.
“By leveraging the speed and scale of the Now Platform, we’re creating a competitive advantage for BT, driving enterprise-wide transformation, and helping them achieve new levels of productivity, innovation, and business impact,” said Paul Smith, Chief Commercial Officer of ServiceNow.
Photo: Charanjeet Dhiman on Unsplash
Entelechy Asia 