BT Group and ServiceNow Increase Partnership to Improve Buyer Expertise


BT Group and ServiceNow Expand Partnership to Enhance Customer Experience
British telecommunications firm BT Group and ServiceNow have introduced an enlargement of their strategic partnership to reinforce buyer and worker experiences. The multi-year settlement will lengthen ServiceNow’s service administration capabilities throughout all items of BT Group, following profitable integration in its Digital unit in 2022. In keeping with a joint assertion launched on Thursday, this initiative is predicted to drive financial savings, effectivity, and improved buyer experiences.

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AI-Powered Service Administration

Moreover, BT Group plans to pilot ServiceNow’s Now Help for Telecom Service Administration (TSM) to reinforce generative AI capabilities for each inside groups and customer-facing operations.

BT Group will utilise ServiceNow Service Bridge, a key software inside the service administration platform, to automate and streamline duties corresponding to order processing, buyer help, and repair throughout BT Group and its enterprise purchasers.

Service Bridge will combine beforehand remoted processes right into a unified digital workflow, enabling clients to submit requests on to BT’s service staff from their very own ServiceNow environments, the corporate defined.

Advantages and Enhancements

In preliminary pilot outcomes involving 300 brokers, Now Help demonstrated vital enhancements by enhancing agent responsiveness and delivering higher experiences for each BT Group’s brokers and clients, the telco stated. By decreasing general dealing with time, Now Help helps BT Group enhance its imply time to resolve by a 3rd.

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Hena Jalil, Managing Director and Enterprise CIO at BT Group remarked, “Reimagining how we ship service administration requires a platform first strategy, constructing stronger foundations for us to do issues quicker and smarter. Our strategy, powered by ServiceNow and enhanced with AI, will remodel buyer expertise at BT Group, unlocking worth at each stage of the journey. Briefly, it’s additional proof to clients that we’ve bought their again.”

By leveraging ServiceNow’s platform and AI capabilities, BT Group goals to realize larger ranges of productiveness and innovation in customer support inside the telecommunications trade.