BT & ServiceNow — Turn bold AI thinking into business transformation

BT Group — operating across 180+ countries and serving millions of customers — needed to modernize how work gets done while protecting the trust its customers rely on. Partnering with ServiceNow’s AI Platform, BT consolidated service systems, automated complex workflows, and deployed AI Ops to predict and prevent outages. The result: faster resolutions, empowered teams, and measurably better customer outcomes.

The Solution: Servicenow Ai Platform For Bt

Servicenow Provided A Unified, Intelligent Platform To:
Analyze And Route Incoming Requests Automatically To The Right Teams.
Power Ai Ops To Predict Potential Outages And Resolve Incidents Before They Escalate.
Generate Ai-powered Case Summaries And Resolution Notes To Reduce Admin Time.
Integrate 125 Service Systems, 85 Monitoring Tools And 56 Itsm Tools Into One Platform For Consistent, Auditable Workflows.

Benefits

Faster Outcomes: Average Case Resolution Shrank From 4.7 Hours To Under A Minute.
Better Productivity: 80% Improvement In Automation And Self-service Adoption.

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