BT Deepens ServiceNow Partnership for Efficiency & AI

BT Group and ServiceNow have expanded their strategic partnership to enhance customer and employee experiences through a multi-year agreement. ServiceNow’s service management tools will be implemented across all BT Group units to improve efficiency and customer satisfaction. This includes using ServiceNow Service Bridge for automated, seamless connections between BT and its customers. BT will also pilot ServiceNow’s Now Assist for Telecom Service Management [TSM] to integrate AI capabilities for internal and customer-facing teams.

After successfully consolidating BT Group’s Digital unit’s service management platforms onto ServiceNow in 2022, BT is now extending these solutions across the entire organization. ServiceNow Service Bridge will streamline connections between BT and enterprise customers, automating tasks like orders, support, and service, and integrating isolated processes into a unified digital workflow.

BT is among the first to test Now Assist for TSM, leveraging ServiceNow’s AI to enhance agent performance and customer experience. Initial results with 300 agents show significant improvements, such as a 55% reduction in time to generate case summaries and review complex notes, and a 33% improvement in mean time to resolve issues.

Hena Jalil, BT Group’s Managing Director, Business CIO, emphasized that their AI-powered approach with ServiceNow will transform customer experiences and add value at every stage. Paul Smith, Chief Commercial Officer of ServiceNow, highlighted their commitment to driving BT’s business transformation through intelligent automation, fostering productivity, innovation, and business impact.

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