- BT Enterprise and ContactEngine, in partnership to create AI-based conversations, win at UK Customer Experience Awards 2019.
ContactEngine, a specialist in ‘conversational’ artificial intelligence (AI) aimed at automating customer communications for large corporations, bragged about its award‑winning partnership with BT Enterprise. Through its work on BT’s Brilliant Installations initiative, in which BT Enterprise and ContactEngine enabled AI-based ‘conversations’ across broadband and landline customer services, the duo bagged gold in the ‘Use of Technology’ category at the UK Customer Experience Awards 2019. ContactEngine purports to engage customers in “intelligently automated conversations” using so-called ‘natural language understanding’. The AI solution handles customers from initial order, through to appointment scheduling, billing, and surveying.