How BT Group uses AI

BT Group runs the EE virtual assistant Aimee on Sprinklr's customer experience platform, drawing on BT Group data for personalised answers. The platform lets BT Group use generative AI for EE and BT customers, for example in an Aimee journey that prepares customers for international travel and in billing support, where generative AI gives detailed explanations of billing charges. BT Group says Aimee handles up to 60,000 conversations a week, double the volume of two years earlier, that the travel journey halved the need for chat support, and that it stays model agnostic behind a private cloud instance with safeguards against attempts to make the AI misbehave.

• Interactions handled: up to 60,000, per week

  "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"

  Claimed by: organization
• Automation rate: up to 50%, several types of customer journey

  "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"

  Claimed by: organization

After trials in each of the UK's home nations, BT Group rolled out cell sleep software to more than 19,500 EE mobile sites. It puts 4G capacity carriers to sleep during quiet periods that machine learning has predicted for each site, wakes them automatically at busy times and within seconds when traffic surges unexpectedly, and can use a deeper sleep mode overnight. The sleep functions come from the radio equipment suppliers; BT Group's site data drives the statistical algorithms that control them. BT Group published an expected annual energy saving rather than a measured result.

No outcome disclosed.

BT's Digital Voice home phone service includes Enhanced Call Protect, an AI powered tool from Hiya that monitors incoming calls, diverts scam calls to a junk voicemail and shows a "Nuisance?" warning on the landline display for suspected spam, while showing the name of registered businesses. In its first four months it blocked more than 2.4 million scam calls and identified about 17.7 million spam calls. BT also runs an AI network level firewall against calls from abroad that use a UK number for scam purposes.

• Interactions handled: at least 2.4 million, May to early October 2024, scam calls blocked

  "BT’s new Enhanced Call Protect on Digital Voice has successfully blocked more than 2,430,000 scam and identified 17,700,000 spam calls to landlines since the new scam protection service from Hiya was introduced in May."

  Claimed by: organization
• Users served: 2.5 million, October 2024

  "2.5 million BT customers already receive the new call vetting service, a benefit of migrating to Digital Voice."

  Claimed by: organization