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EE virtual assistant Aimee now handles up to 60,000 customer conversations per week, with automation success rates on several types of customer journey now approaching 50%, freeing time for guides to focus on more complex issues
BT Group is transforming customer support through the integration of advanced AI and generative AI technologies, in collaboration with Sprinklr. The refreshed customer contact platform significantly enhances the EE and BT customer experience through conversational AI, and enhances support processes for the Group’s customer service guides across its Business, Consumer and internal contact channels. BT Group has integrated Sprinklr's unified customer experience platform, meaning when a customer is seeking support, the platform can draw on BT Group’s data to provide a personalised, accurate response. The customer contact platform, which powers EE’s virtual assistant Aimee, also provides the messaging capability for real-time online chat with customers.
The platform enables BT Group to use generative AI to support various customer experiences, for sales and support for both EE and BT customers. For example, the Gen AI-enhanced experience within Aimee which helps customers prepare for international travel has halved the need for online chat/messaging support, thanks to its ability to understand and respond to customer needs. This keeps guides free for more complex asks, and helps customers get what they need, faster.
Harry Singh, MD of Consumer Digital at BT Group, shared, "The collaboration with Sprinklr marks a significant step forward in BT Group's commitment to using cutting-edge technology to deliver exceptional customer experiences. With our customer contact platform, we have unlocked powerful AI-enhanced capabilities for our customer service, boosting satisfaction and creating exciting new opportunities for customer experience."
Sprinklr President and CEO Rory Read, added, “We’re delighted to be working alongside the iconic brands within BT Group, at the forefront of innovative customer engagement through effective AI. AI has huge potential to enhance and elevate customer experiences, and it’s been fantastic to help BT Group achieve such brilliant results, so quickly.”
As BT integrates AI into its operations, the company emphasizes its commitment to ethical AI practices. It ensures that customer data is handled securely and transparently. AI systems are designed to operate within strict ethical guidelines, avoiding biases and maintaining customer trust. By embracing cutting-edge technology, the company is not only enhancing the customer experience but also setting the stage for a new era in telecommunications. With AI at its core, BT is poised to lead the industry in delivering seamless, efficient, and personalized service experiences.
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