BT Business Partners with Accenture to Deploy New UK AI Capabilities
Communications and broadband provider BT Business has today announced a new multi-year partnership with Accenture, which will see them deploy new service management orientated AI capabilities to harness network intelligence, customer data and insight platforms to improve its support for businesses and the public sector.
The deal, which also builds on BT’s existing partnership with ServiceNow (core service management platform), will see the UK telecoms giant deploying their latest in AI-powered operations (AI-Ops) capability to customers, including the use of agents to autonomously analyse and – “under strict control” – self-heal at machine speed while dynamically learning.
The system is also designed to enable BT to more rapidly identify and resolve emerging cybersecurity threats and vulnerabilities. Finally, BT Business will also adopt the latest in AI-powered journey mapping technology to re-design their end-to-end customer processes, using “intelligent automation and the responsible deployment of agentic AI“.
Advertisement
The operator claims that providers adopting this sort of approach see clear advantages against peers, with improved customer loyalty (65% vs. 48%), faster time-to-market (68% vs. 39%), and improved network fault detection and resolution time (57% vs. 39%).
Jon James, CEO of BT Business, said:
“BT has a unique responsibility in supporting much of the UK’s critical infrastructure. Working with Accenture, we are investing to bring our customers the latest in AI-Ops capability, combined with our unique data and networks, to enhance the UK’s resilience as well as accelerating the responsible deployment of efficient and autonomous systems.”
The catch is that greater use of AI and improved efficiencies can often also result in further redundancies among human staff.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
« Gov to Set UK Plan for Terrestrial TV Switch Off – Dependent Upon Broadband
Advertisement
Leave a Reply
Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message and display names can be almost anything you like (provided they do not contain offensive language or impersonate a real person's legal name). By clicking to submit a post you agree to storing your entries for comment content, display name, IP and email in our database, for as long as the post remains live.
Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.
I had to report my failing router and faulty broadband line to BT. I was able to use online chat. At the time I didn’t realise what they were doing. They repeatedly promised that Openreach would fix everything. The engineer came and fixed the line but said BT routers are for BT to deal with. It wasn’t until much later that I realised I had NOT been chatting with humans but with FRAUDBOTS – Artificial Incompetence systems made to appear human by deception, lies, fraud. The fraudbots have the delusion that only ONE thing can be faulty at any time. They fiercely defended their delusion by hallucinating line faults on the newly-fixed line, sending out Openreach TWICE more to fix it despite being told not to, and then trying to send them again.
The fraudbots wasted HOURS of my time by REFUSING to accept that a second thing – the router – was faulty, and then insisted on referring me to ‘customer complaints agents’ – more fraudbots which did nothing but waste much more of my time. BT then repeatedly ignored complaints, lied that they had not done so, and sent complaints to more fraudbots to avoid any action and waste even more of my time.
They lied that automation is only used to refer complaints to the right “person”, and say they’re expanding their use of fraudbots. Obviously this abuse will also extend to victims of EE and Plusnet (both owned by BT). And now they’re letting them loose to make automatic system changes. Absolutely avoid these despicable criminals (Data Protection Act, GDPR) if you possibly can.