BT Group has partnered with Sprinklr to transform its customer support operations using Sprinklr’s unified customer experience (CX) management platform. The collaboration introduces AI-driven capabilities to enhance customer interactions and streamline support processes across BT Group’s Business, Consumer, and internal contact channels.
The upgraded customer contact platform delivers a significant boost to the experience for EE and BT customers by integrating conversational AI. This technology enables more efficient and personalized support, improving service delivery for both customers and BT Group’s customer service teams.
Harry Singh, Managing Director of Consumer Digital at BT Group, highlighted the partnership’s impact: “Our collaboration with Sprinklr represents a major milestone in our journey to leverage advanced technology for superior customer experiences. The AI-powered capabilities of our new platform are enhancing customer satisfaction and opening up exciting opportunities to deliver exceptional service.”
Sprinklr’s platform seamlessly integrates with BT Group’s data systems, allowing for accurate, personalized responses when customers require assistance. A key feature of the platform is its support for EE’s virtual assistant, Aimee, which now manages approximately 60,000 conversations per week—a significant increase from 30,000 two years ago. This growth in automated interactions enables customer service agents to dedicate more time to complex queries, improving overall service efficiency.
In addition to Aimee, the platform supports real-time online chat, ensuring timely and effective communication with customers.
Rory Read, CEO and President of Sprinklr, praised the collaboration: “We’re thrilled to work with BT Group’s iconic brands, leading the way in innovative customer engagement through AI. The potential of AI to elevate customer experiences is immense, and it’s been incredible to see BT Group achieve such impressive results so quickly.”
This partnership underscores BT Group’s commitment to integrating cutting-edge technology to drive customer satisfaction and improve service capabilities across its operations.
BT Group Enhances Customer Support with Sprinklr’s AI-Powered CX Platform
BT Group has partnered with Sprinklr to transform its customer support operations using Sprinklr’s unified customer experience (CX) management platform. The collaboration introduces AI-driven capabilities to enhance customer interactions and streamline support processes across BT Group’s Business, Consumer, and internal contact channels.
The upgraded customer contact platform delivers a significant boost to the experience for EE and BT customers by integrating conversational AI. This technology enables more efficient and personalized support, improving service delivery for both customers and BT Group’s customer service teams.
Harry Singh, Managing Director of Consumer Digital at BT Group, highlighted the partnership’s impact: “Our collaboration with Sprinklr represents a major milestone in our journey to leverage advanced technology for superior customer experiences. The AI-powered capabilities of our new platform are enhancing customer satisfaction and opening up exciting opportunities to deliver exceptional service.”
Sprinklr’s platform seamlessly integrates with BT Group’s data systems, allowing for accurate, personalized responses when customers require assistance. A key feature of the platform is its support for EE’s virtual assistant, Aimee, which now manages approximately 60,000 conversations per week—a significant increase from 30,000 two years ago. This growth in automated interactions enables customer service agents to dedicate more time to complex queries, improving overall service efficiency.
In addition to Aimee, the platform supports real-time online chat, ensuring timely and effective communication with customers.
Rory Read, CEO and President of Sprinklr, praised the collaboration: “We’re thrilled to work with BT Group’s iconic brands, leading the way in innovative customer engagement through AI. The potential of AI to elevate customer experiences is immense, and it’s been incredible to see BT Group achieve such impressive results so quickly.”
This partnership underscores BT Group’s commitment to integrating cutting-edge technology to drive customer satisfaction and improve service capabilities across its operations.
