BT Group and ServiceNow have announced an expanded strategic partnership aimed at enhancing customer and employee experiences. This multi-year agreement will see ServiceNow’s service management capabilities extended to all BT Group units. The goal is to achieve savings, increase efficiency, and improve customer experiences. Additionally, BT Group will use ServiceNow Service Bridge to create a seamless, automated connection with their customers. Plans are also in place to pilot ServiceNow’s Now Assist for Telecom Service Management (TSM) to leverage generative AI capabilities for both internal and customer-facing teams.
BT Group successfully consolidated its legacy service management platforms into a single ServiceNow platform in 2022. Now, the company is rolling out ServiceNow’s service management solutions across its entire organisation.
Benefits of ServiceNow Service Bridge
A crucial element of this service management platform is the ServiceNow Service Bridge. This application connects BT Group with its enterprise customers, making it easier to automate tasks such as orders, support, and services. Service Bridge integrates previously isolated processes into a single digital workflow, allowing customers to pass requests directly to BT’s service team from within their own ServiceNow environments.
Paul Smith, Chief Commercial Officer at ServiceNow, expressed his excitement about the partnership: “We’re thrilled to partner with BT Group to accelerate their business transformation ambitions. In this new era of intelligent automation, ServiceNow puts AI to work for our customers with speed, trust, and security. By leveraging 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.”
Generative AI and Now Assist
BT Group is one of the first to pilot Now Assist for TSM, benefiting from ServiceNow’s generative AI capabilities. In the initial rollout to 300 agents, Now Assist showed significant improvements in agent responsiveness, enhancing experiences for both BT Group’s agents and customers. The AI helps with case summarisation, cutting the time needed to generate case activity summaries by 55%. It also improves agent handoff experiences by reducing the time to review complex case notes by 55%. Overall, Now Assist has helped BT Group improve its mean time to resolve issues by a third.
Hena Jalil, Managing Director, Business CIO at BT Group, commented: “Reimagining how we deliver service management requires a platform-first approach, building stronger foundations for us to do things faster and smarter. Our approach, powered by ServiceNow and enhanced with AI, will transform customer experience at BT Group, unlocking value at every stage of the journey. In short, it is further evidence to customers that we’ve got their back.”
By integrating ServiceNow’s advanced service management solutions and generative AI, BT Group aims to revolutionise its operations and ensure a better experience for customers and employees.
