BT Group Expands ServiceNow Partnership to Save Agents Time

BT Group has expanded its strategic relationship with ServiceNow.

The multi-year agreement will extend ServiceNow’s service management capabilities across all BT Group units, aiming for increased efficiency, cost savings, and improved customer interactions.

Additionally, BT Group will utilize ServiceNow Service Bridge for automated connections with enterprise customers and will pilot ServiceNow’s Now Assist for Telecom Service Management (TSM) to leverage generative AI capabilities.

Following the successful consolidation of its Digital unit’s service management platforms onto ServiceNow in 2022, BT Group is now rolling out these solutions across the entire organization.

ServiceNow Service Bridge will facilitate seamless, automated workflows between BT Group and its customers, enhancing the efficiency of tasks such as orders and support.

BT Group is one of the first to pilot Now Assist for TSM, which uses generative AI to improve agent productivity. Initial results show a 55% reduction in time for case summarization and review of complex notes, leading to a one-third improvement in mean time to resolve issues.

Hena Jalil, Managing Director, Business CIO at BT Group, said: “Reimagining how we deliver service management requires a platform first approach, building stronger foundations for us to do things faster and smarter.”

Paul Smith, Chief Commercial Officer, ServiceNow, said: “We’re excited to partner with BT Group to accelerate their ambitions around business transformation. In this new era of intelligent automation, ServiceNow puts AI to work for our customers – with speed, trust, and security. 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.”

Author: Robyn Coppell