In an all-connected, always-on world, few businesses have the reach, range and responsibility of BT Group. However, changing times bring new challenges, and BT has to develop a strategy to transform and innovate in the age of AI while strengthening the trust that defines its brand.
BT Group comprises 1,000 multinationals in over 180 countries. It needs to build trust at scale for millions of people and over a million business customers. Achieving this relies on being bold and embracing breakthrough technology, which is why BT has partnered with ServiceNow, using its AI platform for business transformation to put AI to work for its people.
The Now Platform, a powerful platform for automating work, allows BT to intelligently analyse and route incoming requests to the people best able to handle them. It's a game-changing technology that's delivering results: BT has seen an 80% improvement in task automation and self-service for its Service Bridge-enabled customers.
And that's just the start. With AI Ops, powered by ServiceNow, BT can now deploy AI to predict and prevent outages before they happen, and cut resolution times from 4.7 hours to less than a minute. Now Assist is also giving 300 customer service experts AI-generated case summaries and automated resolution notes. For some complex cases, this cuts the time spent on paperwork by 55%.
AI and digital transformations are radically simplifying the way BT works. 125 different service management platforms, 85 monitoring systems, 56 IT service management tools and 76 processes are now integrated into one unified intelligent platform. In the age of AI, ServiceNow is giving BT the platform it needs for real transformation.