The platform enables BT Group to use genAI to support unified CX, for sales and support customers.
BT Group has deployed Spinklr’s unified CX platform to provide improved customer experience using AI.
By integrating advanced AI and generative AI (gen AI) technologies, the refreshed platform has significantly enhanced the EE and BT customer experience, as well as the support processes for the Group’s customer service guides across its business, consumer and internal contact channels.
The platform draws on BT Group’s data to provide a personalised, accurate response to a customer seeking support. The platform, which powers EE’s virtual assistant Aimee, also provides messaging capability for real-time online chat with customers.
The platform enables BT Group to use generative AI to support unified CX, 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 due to its ability to understand and respond to customer needs. This leaves guides free for more complex requests and helps customers get what they need, faster.
BT Group plans to expand its use of gen AI to improve customer support. Upcoming features are expected to include AI-driven summaries of customer interactions and real-time support and guidance. With this, Aimee will act as a virtual AI assistant for its guides, helping to improve efficiency, effectiveness, colleague and customer experience.
Harry Singh, MD of consumer digital at BT Group, said, “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, said, “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.”
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