BT says AI tools cut a 14-week bid to three minutes. Its business chief calls agents without a human "a huge decision".
BT says one bid response that used to take 14 weeks now takes three minutes, diginomica reported from ServiceNow's World Forum in London on 22 October.
BT has put AI into its core business software, including ServiceNow, Genesys and Salesforce.
Jon James, chief executive of BT Business, said BT has the capability to bring AI agents, software that carries out tasks on its own, to most of its customers. But BT works on behalf of national security and air traffic control. "So introducing agents without human in the loop is a huge decision, and one that we take very, very seriously," he said.
Inside its own IT, BT goes further. Around 60% of the IT support tickets in its ServiceNow system do not affect customers. Using Dynatrace, which monitors IT systems, and ServiceNow, around half of those now resolve themselves with AI agents, diginomica reported.
The 14-week example is BT's own figure from the stage, with no independent measurement in the report.
Our reading: BT lets agents run on tickets that do not affect customers, and moves slowly where the customer is air traffic control.
Sources
Our file on BT
- 5 Oct
BT will spend £400m saving TalkTalk. A quarter is TalkTalk's debt to BT.
- 4 Oct
BT cut broadband for customers ignoring its landline switch. Over 80% then signed up.
For your next steering committee
- 1Ask which AI tools already touch your ERP or finance data, including the ones nobody approved.
- 2Ask what each tool is allowed to change, and who reviews what it changed.
- 3Ask how the result is measured, and who decides to switch a tool off.
Issue 01 of the ERP LEADERS brief puts a timeline, the three-number review and six questions on one page. Read issue 01
Welcome back. · Issue 01
