United KingdomTechnology and telecom2024 – ongoingBT Group
Aimee conversational and generative AI customer support
BT Group said Aimee's generative AI travel support halved demand for online chat assistance
Problem
Customers needed help with travel preparation and billing questions. Service guides also had to handle more complex requests.
Approach
BT Group deployed Sprinklr's customer experience platform to power EE's Aimee assistant. It used company data to answer customer questions and added generative AI for travel preparation and billing explanations.
Results
Takeaway
The reported reduction applied to travel-related chat support. It was not a measure of total contact-centre workload.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
BT Group described Aimee's use of Sprinklr and generative AI for customer support. It said the travel experience halved the need for online chat or messaging assistance.
Full details are in the original sources.
