BT Group has announced an expanded strategic relationship with ServiceNow to enhance customer and employee experiences. This new multi-year agreement aims to extend ServiceNow's service management capabilities across all BT Group units, potentially driving cost savings, increased efficiency, and improved customer interactions.
BT Group will leverage ServiceNow's Service Bridge for creating a seamless, automated connection between BT and its customers. Furthermore, BT Group plans to pilot ServiceNow's Now Assist for Telecom Service Management (TSM), which will harness generative AI capabilities to benefit both internal and customer-facing teams.
BT Group had previously consolidated its service management platforms onto the ServiceNow platform for its Digital unit in 2022. The company now seeks to implement ServiceNow's service management solutions across all its organisational units.
A significant component of the service management platform is the ServiceNow Service Bridge. This application is designed to connect BT Group and its enterprise customers more effectively, streamlining the automation and completion of tasks such as orders, support, and service within a unified digital workflow. This integration allows BT's customers to forward their requests directly to BT's service team from within their own ServiceNow environments.
BT Group is among the first clients to test Now Assist for TSM and its generative AI capabilities. The initial deployment saw 300 agents utilising Now Assist, which resulted in substantial gains in agent responsiveness and overall service quality. Notably, the AI-powered case summarization feature reduced the time needed for agents to create case activity summaries by 55%. The tool also decreased the time required to review complex case notes by the same percentage, facilitating a smoother handoff process between agents. As a result, BT Group improved its mean time to resolve cases by approximately one-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."
Paul Smith, Chief Commercial Officer of ServiceNow, also expressed his optimism about the collaboration, stating, "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."
