BT Group Enhances Customer Support with AI

The adoption of artificial intelligence (AI) in businesses has surged by 270%, with over 80% of employees viewing it as a productivity booster. BT Group has enhanced its customer support by integrating advanced AI technologies through a partnership with Sprinklr, allowing for personalized customer experiences and reducing the need for human support by 50% for routine queries. The platform powers EE's virtual assistant Aimee, which now handles around 60,000 conversations weekly, doubling its capacity from two years ago. Additionally, generative AI is improving billing support by providing clear explanations of charges, enhancing customer satisfaction. As AI continues to evolve, companies like Yellow.ai and IBM are setting new standards in customer service with conversational agents that deliver personalized responses. Overall, these advancements in AI are redefining the customer service landscape, prioritizing efficiency and empathy.