BT Group & ServiceNow extend alliance to boost experiences

BT Group and ServiceNow have announced an expanded strategic relationship designed to improve both customer and employee experiences. The collaboration, set to span multiple years, will see ServiceNow’s service management capabilities extended to all BT Group units.

This initiative aims to enhance efficiency, drive savings, and deliver improved customer experiences. A significant part of this effort is the utilisation of ServiceNow Service Bridge, intended to create a seamless automated connection between BT Group and its enterprise customers.

Chief Commercial Officer at ServiceNow, Paul Smith, commented on the significance of this partnership.

"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," he said.

"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."

BT Group, having consolidated its legacy service management platforms for its Digital unit onto a single ServiceNow platform in 2022, is now rolling out ServiceNow’s service management solutions across the entire organisation. A core component of this rollout is ServiceNow Service Bridge, which facilitates a direct digital workflow between BT Group and its enterprise customers. This connectivity will automate tasks such as orders, support, and service requests, allowing customers to interact with BT’s service team directly from within their ServiceNow environments.

Additionally, BT Group will pilot ServiceNow’s Now Assist for Telecom Service Management (TSM), which leverages generative AI capabilities for both internal and customer-facing teams. In its initial deployment to 300 agents, the tool has shown promising results.

Now Assist improves agent responsiveness and enhances both customer and agent experiences by reducing the time needed for case summarisation and note review by 55%. This decrease in handling time has also contributed to a one-third improvement in the mean time to resolve issues.

Managing Director, Business CIO at BT Group, Hena Jalil, shared her perspective on the initiative.

"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."

The incorporation of generative AI technologies like Now Assist is a key part of BT Group’s strategy to modernise its service management processes.

By streamlining case handling and improving the efficiency of note reviews and summaries, the company aims to enhance the overall service experience for both customers and employees. The expected time savings are substantial, and the improved mean time to resolution indicates a notable gain in operational efficiency.

Both companies see this partnership as a step forward in the evolution of intelligent automation in the telecom sector.

The enhanced service management capabilities and the effective use of AI are set to provide BT Group with a competitive edge, fostering innovation and productivity across its operations.

The successful integration of these advanced technologies underscores BT Group’s commitment to improving service quality and operational efficiency.