• Innovation leader Millard stresses enthusiasm for automation and digitisation in customer support. 

Elsewhere in BT Enterprise: ContactEngine partnership gets praise

Elsewhere in BT Enterprise: ContactEngine partnership gets praise

Source: BT Group

  • Nicola Millard, Principal Innovation Partner at BT, gave a shout‑out to two technology partners supporting its digital‑led customer experience (CEX) improvement effort. Speaking during a web‑based walkthrough of TheAutonomous Customer2020, a biennial CEX review conducted by BT and Cisco Systems, Millard gave virtual assistance technology partner SightCall and conversational artificial intelligence (AI) developer ContactEngine some airtime. A tie‑up with the former provider, aimed at reducing the need for site visits, enables BT engineers to control a customer’s smartphone camera to diagnose an on‑premise issue, and then annotate the video feed to help the customer fix any faults. The partnership appears to have started before 2018, and the vendor also has relationships with AT&T and Telefónica. The ContactEngine engagement was referenced in connection with Enterprise’s use of its technology to help “manage its broadband and PSTN installation journeys”, according to Millard (BTwatch, #308). Over its lifetime, the deployment is said to have generated an 800% increase in contact response rate and a 35% reduction in customer‑initiated order cancellations. It has also reportedly improved internal efficiency, with 13 staff handling about 3,500 orders on a weekly basis, supported by the integrated ‘conversational’ AI‑powered engagement hub.