BT Group Newsroom

BT joins Anthropic’s Project Glasswing to strengthen cyber defences with frontier AI

Mon, 08 Jun 2026 13:46:00 +0100

BT becomes the first UK company to confirm it has joined Anthropic’s Project Glasswing
The project helps the world’s critical infrastructure providers secure their systems with frontier AI
BT announced the news at the UK Government’s ‘AI Adoption Summit’, which aims to accelerate AI usage across the UK economy in a safe and positive way
Membership will help BT strengthen cyber security for its networks and the country, and enable greater protection against the latest AI threats for BT’s customers

BT has become the first UK company to confirm its membership of Anthropic’s Project Glasswing – giving access to Claude Mythos Preview, Anthropic’s frontier AI model, and strengthening BT’s protection against cyber security threats for its networks and customers.

Project Glasswing brings together critical infrastructure providers to secure data and systems which underpin services that millions of people rely on. It allows trusted organisations to use Anthropic’s safe AI systems to rapidly identify vulnerabilities – and help fix them before criminals can take advantage.

BT’s Chief Executive, Allison Kirkby, announced the news as she opened the UK Government’s ‘AI Adoption Summit’ earlier today, which featured the Chancellor of the Exchequer Rachel Reeves, DSIT Secretary Liz Kendall, Business Secretary Peter Kyle, Cabinet Secretary Antonia Romeo and Minister for AI and Online Safety Kanishka Narayan.

Allison’s speech outlined the critical role of connectivity in ensuring the UK can seize the growth potential of AI, stating that “AI only works at scale when it is underpinned by future-ready networks that are secure, resilient, safe”. She also emphasised BT’s commitment “to working with Government to support the further development and deployment of sovereign British AI capability, so that the UK can be an AI maker and not just a taker”, and to acting as an “enabler of responsible adoption and a responsible adopter ourselves” in AI.

BT’s participation in Project Glasswing reflects its role in securing UK critical national infrastructure, and as one of the UK’s leading providers of security managed services. BT now prevents four million cyber-attacks across its networks every day, underlining the scale of the threat and the importance of staying ahead of it.

Jon James, Chief Executive Officer, BT Business said: “AI is changing cyber security fast, and businesses need trusted partners who can help them stay one step ahead. By joining Project Glasswing, BT will strengthen its own cyber security capability to protect our networks, our customers and the wider UK.”

BT Business already provides AI-powered cybersecurity solutions to customers of all sizes, including new products for small businesses – and recently announced a collaboration with Accenture to develop advanced AI-powered cyber operations, responding to cyber threats at machine speed.

BT Business collaborates with Accenture to supercharge AI deployment

Mon, 18 May 2026 09:20:00 +0100

BT Business has announced a multi-year programme with Accenture to deploy cutting edge AI capabilities into BT’s operations, further strengthening its support for the UK’s businesses and public sector.

The initiative uses Accenture’s global experience in service management to strengthen BT’s existing AI capabilities, utilising BT’s unique network intelligence, customer data and insight platforms. It also builds on BT’s extensive partnership with ServiceNow – BT’s core service management platform.

As a result, BT will bring the latest in AI-powered operations (‘AI-Ops’) capability to UK customers, including the use of agents to autonomously analyse and – under strict control – self-heal at machine speed while dynamically learning.

In cyber-security, AI-Ops will enable BT to more rapidly identify and resolve emerging threats and vulnerabilities, which is increasingly critical as new frontier AI capabilities transform the security landscape.

The programme will enable new propositions that allow public and private sector customers to take advantage of the latest in AI-driven service operations, driving efficiency, security and resilience as well as unlocking new AI-enabled capabilities.

The programme will also use the latest in AI-powered journey mapping to re-design BT Business’ end-to-end customer processes. By combining expert-led delivery with intelligent automation and the responsible deployment of agentic AI, BT will enhance customer experience and streamline operations across the full service lifecycle.

The shift shows that the industry is at a critical inflection point, with AI and data at its core. Accenture research shows that only one in five telecom providers are truly leading and successfully navigating this transition. Providers adopting this 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.”

Andrew McCaffer, Managing Director and Client Account Lead for BT at Accenture, said: “As customer expectations increase and technology environments become more complex, enterprises are under increasing pressure to deliver always on, secure services. Accenture is supporting BT by applying AI responsibly at scale across its managed services business, drawing on deep industry expertise to strengthen resilience, speed up resolution and enhance the customer experience.”

Damian Stirrett, Group Vice President and General Manager, UK & Ireland, ServiceNow, said: "By combining BT's unrivalled network insight, Accenture's expertise in scaling AI across complex environments, and ServiceNow’s AI control tower for business reinvention, we're making agentic AI a reality for BT's customers. The difference will be tangible – fewer disruptions, faster resolution, more resilient services. Together, we're setting a new standard for enterprise managed services, and redefining the telco marketplace."

About ServiceNow

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BT becomes first UK provider to offer full suite of sovereign services – as research unveils £18bn sovereign AI opportunity for UK

Thu, 23 Apr 2026 09:07:11 +0100

BT is the first provider in the UK to offer a full, end-to-end sovereign portfolio for public and private sector organisations – combining sovereign connectivity, voice, cloud and AI
New research estimates that digital sovereignty could deliver £18 billion in productivity benefits for the UK economy, by providing the confidence needed for faster AI adoption
BT’s sovereign capabilities allow critical services to be modernised with confidence – reducing cyber risk, improving resilience and enabling faster adoption of new technology
Customers can now run sensitive and regulated workloads in the UK with greater control over data residency, operational governance and security – accelerating adoption of cloud and AI while meeting compliance requirements

Thursday, 23 April, London: BT Business today announced the UK’s first full suite of sovereign services, offering public and private sector organisations an end-to-end portfolio spanning sovereign connectivity, voice, cloud and AI. The expanded sovereign platform is built to help customers keep sensitive workloads in the UK, strengthen operational control and deploy advanced digital services faster – without compromising on security, resilience or compliance.

The commercial launch comes as a new report from Assembly Research finds that concerns over data security are holding back AI adoption in the UK. By giving organisations clearer control over how data is stored, accessed and governed, digital sovereignty can provide the confidence needed to scale AI securely – unlocking an estimated £18bn productivity boost for the UK economy.

The report also highlights the wider commercial opportunity created by sovereign infrastructure. Accelerated investment in UK-based data centres could generate £14.6bn by 2030, while the expansion of sovereign cloud services is estimated to be worth an additional £13.6bn over the next five years.

As part of the expanded sovereign portfolio, BT is building sovereign AI capability with Nscale and NVIDIA to deliver new sovereign AI solutions in the UK. This will enable organisations to run AI workloads domestically, scale capacity on demand and meet data residency, security and regulatory requirements – supporting use cases from operational automation to advanced analytics and AI-assisted customer service.

BT is also launching Sovereign Cloud – a private cloud platform hosted and operated entirely within the UK. Designed for organisations handling sensitive or regulated workloads, it provides compute, storage and backup capabilities underpinned by Rackspace Technology’s UK data centre infrastructure, with UK-based, security-cleared teams and managed services to support migration, operations and ongoing compliance.

Jon James, Chief Executive Officer of BT Business, said: “Organisations, public and private, want to move fast with AI and cloud while keeping control over the sovereignty of their data. That’s why BT is the first UK provider to offer a complete sovereign portfolio – from secure connectivity and voice to sovereign cloud and AI – all delivered in one place. Only BT has the scale and infrastructure to help customers modernise critical services with confidence, delivering real benefits for organisations and for the UK as a whole.”

Matthew Howett, Founder and Chief Executive of Assembly Research, said: “Our research shows that digital sovereignty has become a political focus across Europe and in the UK, as concerns about an over-reliance on non-sovereign digital platforms have intensified. The clear prize on offer should encourage the Government to take further steps to realise the opportunities of a wider adoption of digital sovereignty. As well as the potential economic benefits, the wider adoption of digital sovereignty promises enhanced resilience by giving organisations more control over services.”

Alongside growth, the research highlights the role of sovereignty in mitigating risk. Greater control and visibility across data and digital systems can help organisations limit the financial impact of cyber incidents, reducing losses linked to data, intellectual property and digital assets. The report estimates this could save about £632m a year.

Greater use of domestically controlled systems can also simplify compliance. The research suggests it could make it easier for organisations to meet UK data protection rules and sector-specific regulation, helping to avoid up to £1bn in GDPR-related fines.

ENDS

About the report

BT asked Assembly Research to research the potential benefits of digital sovereignty to the UK and the policy levers that the Government could use to realise them. Assembly Research outline policy actions that could encourage the business adoption of digital sovereignty, in support of the Government’s growth agenda.

Assembly Research established an understanding of the different elements of digital sovereignty by assessing the few early approaches and frameworks that have been adopted elsewhere using our expertise in the regulation of global digital markets.

Assembly Research estimated a number of potential economic benefits of a wider adoption of digital sovereignty across the UK based on official UK Government projections, and a review of other literature.

About Assembly Research

Assembly provides independent research on regulatory, policy, and legislative developments in communications markets and the digital economy.

For more information, visit www.assemblyresearch.co.uk

BT to work with Nscale to accelerate UK sovereign AI capability, powered by NVIDIA

Thu, 23 Apr 2026 09:06:37 +0100

London, UK, 23 April 2026 – – BT and Nscale have today announced plans to deliver sovereign AI data centres in the UK, using NVIDIA full stack AI infrastructure. The move will expand the UK’s AI capability using trusted nationwide networks – enabling organisations to adopt AI securely, at scale, and under UK control.

Nscale plans to build up to 14 megawatts of AI data centre infrastructure across three existing strategic BT sites in the UK. BT will provide infrastructure and connectivity to these new data centres, which will significantly expand the UK’s AI compute capacity in response to surging demand.

The development extends BT Business’ sovereign platform to provide new AI services for the private and public sector. Organisations using BT’s sovereign AI capability will be able to:

Run AI models in the UK, supporting regulatory, data residency and security requirements
Scale AI capacity on demand, without upfront capital investment in infrastructure
Adopt advanced AI technologies, while maintaining operational resilience and control

This will support a wide range of use cases, from AI-powered analysis of sensitive data in healthcare and research, to enabling AI in public services and critical industries such as energy, finance and security.

Sovereignty plays a critical role in the UK Government’s AI Opportunities Action Plan, a strategy to boost economic growth through AI and data centre investment while ensuring national resilience and control. NVIDIA, Nscale and BT are also among the founding members of the ‘UK Sovereign AI Industry Forum’, a coalition of leading British businesses working with the government to strengthen the UK’s sovereign AI infrastructure, skills capacity and startup ecosystem.

AI Minister Kanishka Narayan said: “To unlock the full benefits of AI, Britain needs more of the infrastructure that powers it. This investment in new AI data centres will give businesses and public services the tools they need to use AI at scale here in the UK. Building more of this on British shores strengthens our position in a highly competitive global market, supports high value jobs, and ensures Britain can work with the best technologies in the world while growing our own capability at home.”

Jon James, CEO, BT Business, said: “The development of AI and data centre infrastructure is key to unlocking economic growth in the UK, and is only possible with the best, most trusted networks at the foundation. Digital sovereignty enables UK organisations to adopt the world’s leading technologies, while maintaining resilience and control in a rapidly changing world. Our collaboration with Nscale reflects BT’s unique position as the digital backbone of the UK – the only provider with the scale, capabilities and experience to enable the nation’s sovereign ambitions.”

Tom Burke, Chief Revenue Officer, Nscale, said: “Partnering with BT is a major milestone in supporting the UK’s AI ambitions and its position in the global AI economy. Telecommunications have a critical role to play in this shift – you can’t deliver AI at scale without resilient, high-capacity networks as the backbone. Together, BT’s nationwide digital infrastructure and Nscale’s modular, NVIDIA-powered AI data centre deployment will give organisations access to world-class compute, with the assurance that their data and operations can stay local.”

Anthony Hills, Director UKI, NVIDIA, said: “Telecommunications is at the core of sovereign AI, because secure, high-capacity networks are essential to unlocking the UK’s accelerated computing potential. By combining BT’s trusted nationwide infrastructure with Nscale’s AI data centres powered by NVIDIA , this collaboration expands access to sovereign compute under UK control, enabling telcos and their customers to innovate with AI while keeping sensitive data and operations in the country.”

Upskilling Business for an AI future

Wed, 11 Feb 2026 13:00:05 +0000

At BT Business, we’re using AI to radically transform how we work and to better serve our customers, whether it be SMBs using AI to grow their businesses or enabling critical elements of the UK public sector’s digital transformation.

AI training for all Business colleagues

The foundation of our AI transformation will be our people. That’s why we’re announcing today that BT Business is launching tailored AI training for all 11,000 of our employees across all roles and disciplines.

All BT Business staff will receive a course of training modules that support people at all stages of AI knowledge - from AI fundamentals to role-specific training, supported by coaching from leaders and line managers.

The skills programme is provided by Avanade and Microsoft, who will provide dedicated webinars and learning pathways for participants, as well as resources for managers to create tailored study plans for their teams.

New AI roles in Business

Today, in National Apprenticeship Week, BT Business is also launching the first BT apprentice and graduate roles fully dedicated to AI as part of its 2026 intake. In parallel, we’ve also announced that we’ll be providing hundreds of new AI & Data apprenticeships for existing colleagues, enabling them to train in new fields.

This reflects BT’s continued commitment to early careers opportunities and to growing its pipeline of specialist talent at the cutting edge of technology, with roles available across the UK.

In partnership with leading educational technology company Multiverse, these Business staff will be given the chance to develop new AI, data, automation and technology skills. As one of the UK’s largest private sector employers of apprentices, participants in both schemes will join more than a thousand employees who are currently completing an apprenticeship at BT.

Our commitment to the UK

BT’s investment in AI upskilling aligns with our commitment to grow AI skills across the UK. BT is a founding partner in the Government’s AI Skills Boost programme, which aims to upskill 10 million workers with AI skills by 2030. Alongside major industry and public sector organisations, BT is supporting colleagues and customers to access training that helps them confidently participate and thrive in an AI-enabled world.

BT also works in partnership with Babington, one of the UK's largest apprenticeship training providers, to provide a £4m Apprenticeship Fund to support SMEs, charities and public sector organisations across England. Now in its third year, this programme helps to train new apprentices and upskill existing staff, with £1.6m allocated so far to support 223 apprentices across 142 employers.

One of the recipients of the fund is the Midlands Air Ambulance Charity (MAAC), based at Cosford. They deliver vital pre-hospital care across six West Midlands counties, responding to around 4,300 emergencies a year and often reaching patients within 10 minutes. Entirely funded by public and business donation, the charity relies on volunteers but also needs a skilled staff team. With limited HR capacity, MAAC received £4,500 from BT’s Apprenticeship Fund to support a HR apprentice – an investment it could not have made without this funding.

Emily Browne, head of education and training for Midlands Air Ambulance Charity, said: “Our people are at the heart of everything we do. We want to thank the teams at Babington and BT for enabling our people to be part of the BT Group Apprenticeship Fund scheme and further develop our skills.”

Seizing the AI future

Investing to stay at the cutting edge of technology, including AI, is crucial to our customers and to our employees, and BT will continue to invest to ensure that we remain at the forefront of our industry, as we have for 180 years.

These new AI training and career pathways are designed to enable our current and future talent to ensure they have the lifelong skills they and BT need for the future, so we can innovate and deliver faster. AI does not transform businesses; people do.

BT launches pioneering capabilities to enable UK digital sovereignty

Thu, 04 Dec 2025 10:00:00 +0000

BT has today announced the launch of a sovereign platform which will deliver a pioneering suite of new digital sovereignty services for the UK private and public sector.

Digital sovereignty is a growing priority for organisations of all sizes, as they look to enhance their resilience in the face of growing geopolitical instability. It’s also key to ensuring the adoption of new technologies and digital infrastructure incorporating the world’s leading global firms is future-proofed against developments outside the UK.

Assuring the control and management of operations, systems and data within a UK infrastructure platform – supported exclusively by UK-based staff where required – is key to providing digital sovereignty. With network infrastructure at its centre, BT has deep expertise delivering secure sovereign services to critical public and private sector organisations, making it the natural choice for businesses seeking a trusted partner.

BT is significantly enhancing its customer offering by making a range of new solutions available for customers via its sovereign platform, built on BT’s unique capabilities in UK-based systems, infrastructure and sensitive customer data management.

The platform will underpin the rollout of new sovereign voice, cloud and AI services over the coming months. It will also enable BT’s Business unit to make a range of its existing core products and services available with a sovereign option in the first half of 2026, allowing customers to choose the level of sovereignty they need for their organisation.

Jon James, CEO of BT Business, said: “Sovereignty isn’t simply a matter of compliance or risk management – it’s key to unleashing the potential of AI, and ensuring resilient operations in an increasingly uncertain world. Our pioneering launch reflects BT’s unique position as the digital backbone of the UK, and the only provider with the scale, capabilities and experience to enable true UK sovereign solutions.

“Organisations are increasingly looking for sovereignty in their services and it’s up to us to make sure we deliver for our customers. That means making sure we’re offering the right sovereign solutions that ensure data and operations remain secure, compliant, resilient and future-proofed.”

The UK Government’s ambitious AI strategy includes boosting national growth through AI and data centre investment, and securing future UK AI sovereignty. BT is committed to supporting this strategy, both as a founding member of the UK Sovereign AI Industry Forum and partner on the UK Government’s AI skills development programme, and by providing the future-ready digital infrastructure key to connecting and powering these technologies.

For more information, visit: Sovereign Platform | Secure Digital Infrastructure

Scaling up to the international challenge

Mon, 02 Jun 2025 10:58:00 +0100

Today, we launch BT International, serving our multinational customers as a dedicated operation within BT Group with its own people, products and platforms.

It comes as our customers face unprecedented disruption across their markets driven by geopolitics, regulation and technology — with AI catalysing change faster than ever. We have designed BT International specifically to help our customers meet these challenges head on and anticipate future opportunities to thrive.

The way we do this centres on two highly scalable telco platforms designed for the age of multi-cloud and AI: Global Voice and Global Fabric, with security built in by design. We’ve channelled our investments into these cloud-centric global platforms and concentrated our expert teams where customers need them most.

From asset-light to platform-rich

We have evolved our ‘asset-light’ strategy for several years, designing our platforms to reflect the trends we see in customer traffic crossing our networks — from data flows to and between the big cloud providers to the emergence of hybrid cloud as a preferred model for many businesses. We see that AI has unpredictable impacts on our customers’ networks — from the lumpy, bulky training workloads of large language models (LLMs) powering GenAI to the low latency demands of conversational AI and augmented reality. These trends are set against the backdrop of a rapidly evolving cyber security threat landscape and a fast-moving regulatory environment.

Telecoms gets its voice back

Our Global Voice platform enables businesses, governments and the people they engage with to communicate with each other effortlessly. We’re already world leading in the global voice services market, managing over 16 billion calls to customer call centres in over 70 countries every year. We’ve migrated these services onto a new SIP-powered, cloud focussed platform enabling voice to be carried across data networks. SIP has been around for a while but the fact that Global Managed Voice is both SIP-powered and cloud-focused means that it’s perfectly poised to unlock the full potential of integrating voice with AI.

Indeed, Gartner predicts that 30 per cent of Fortune 500 companies will offer customer service through only a single, AI-enabled channel by 2028. I believe our Global Voice platform is strongly positioned to enable this, backed by our experts who have delivered over 5,000 contact centres to over 2,000 customers around the world.

Wrapping the world in Global Fabric

Next, we have Global Fabric, our brand-new, AI-ready, cloud-centric network-as-a-service (NaaS) platform. This offers customers instant, secure and resilient connectivity to practically every app or digital service they want, including the world’s top cloud and software-as-a-service (SaaS) providers. It launched to live customer traffic earlier this year and it is the platform that will help us achieve our goal to be the world’s number one provider of secure multi-cloud connectivity.

Global Fabric could have hardly arrived at a better time. We were one of the first telcos off the starting blocks with a truly greenfield international platform to eliminate the drag that the previous generation of networks had on customer innovation. With traditional networks, setting up or making changes to connectivity for a new or existing app, including AI, could take days or weeks. With Global Fabric, it happens in an instant.

Now think of the increasingly complex international regulatory environment. Technology and data have become geopolitical pawns. That means customers must double down on sovereignty, ensuring the right data stays within the right jurisdiction while enabling them to unlock its value to the business. With Global Fabric, customers can choose both the cloud destinations their data goes to and the route it takes along the way. This means regulated data never leaves the designated national borders and helps customers stay compliant.

Sharing a platform for success

Looking to the future of our industry, we believe international networks will gravitate towards fewer, larger, telco platforms able to manage the demand generated by increased cloud and AI services. We invite other service providers to work with BT International, as we build out our ecosystem of partners, including our recently announced partnership with Google Cloud, and scale fast so we can, as an industry, offer the best value to customers across the globe.

We’re at a pivotal moment as an industry. It is an opportunity to move away from fragmented legacy international networks to a platform designed with the reality of AI, cyber and cloud at its core, reflecting customers’ expectations of speed, security, sustainability, sovereignty and naturally the skills to support future growth and prosperity.

BT Group leans on AI to transform customer service experience

Thu, 12 Dec 2024 00:01:00 +0000

BT Group has deployed Sprinklr’s unified customer experience management platform to deliver AI-enhanced customer support
EE virtual assistant Aimee now handles up to 60,000 customer conversations per week, with automation success rates on several types of customer journey now approaching 50%, freeing time for guides to focus on more complex issues
Sprinklr’s capabilities will be re-used across the Group, not just for EE
BT Group plans to expand its use of AI to provide real time support and information to customer service guides

London, 12^th December 2024 – BT Group is transforming customer support through the integration of advanced AI and generative AI technologies, in collaboration with Sprinklr. The refreshed customer contact platform significantly enhances the EE and BT customer experience through conversational AI, and enhances support processes for the Group’s customer service guides across its Business, Consumer and internal contact channels.

BT Group has integrated Sprinklr's unified customer experience platform, meaning when a customer is seeking support, the platform can draw on BT Group’s data to provide a personalised, accurate response. The customer contact platform, which powers EE’s virtual assistant Aimee, also provides the messaging capability for real-time online chat with customers.

The platform enables BT Group to use generative AI to support various customer experiences, for sales and support for both EE and BT customers. For example, the Gen AI-enhanced experience within Aimee which helps customers prepare for international travel has halved the need for online chat/messaging support, thanks to its ability to understand and respond to customer needs. This keeps guides free for more complex asks, and helps customers get what they need, faster.

Another place it is making a difference is in billing support, where generative AI provides detailed explanations of billing charges, enhancing transparency and customer satisfaction. Rich media within Aimee also means the chat experience isn’t just a text exchange; product cards and carousels are more engaging and valuable for customers. Over 30 separate customer experiences have been defined within Aimee so far, with more to follow. Aimee’s use has risen 51% year on year, demonstrating customer enthusiasm for the channel as its capabilities continue to be improved.

Looking ahead, BT Group plans to expand its use of generative AI to further improve customer support. Upcoming features are expected to include AI-driven summaries of customer interactions and real-time support and guidance. With this, Aimee will be able to act as a virtual AI assistant for our guides, helping to improve efficiency, effectiveness, colleague and customer experience.

BT Group has experienced an impressive growth in customer interactions facilitated by Aimee. ~60,000 conversations per week are now handled through Aimee compared to ~30,000 per week just two years ago. This frees time for guides to help customers with more complex issues and deliver an even more personal experience.

BT Group has implemented key ethical guardrails to ensure robust data privacy and security measures. AI capabilities are hosted on a private cloud instance, ensuring compliance with data and privacy regulations, and data policies are set by BT Group’s internal data management platform, Data Fabric. This allows BT Group to maintain control over its data while benefitting from Sprinklr's AI capabilities. Working with Sprinklr has also enabled BT Group to put in safeguards to monitor for attempts to get the AI to misbehave.

BT Group remains agnostic about which Large Language Model (LLM) it uses in generative AI, continuing to draw on different LLMs. The architecture in the customer contact platform allows BT Group to select the optimal LLM for each use case, and will integrate with BT Group’s new GenAI Gateway in the future.

Harry Singh, MD of Consumer Digital at BT Group, commented: "The collaboration with Sprinklr marks a significant step forward in BT Group's commitment to using cutting-edge technology to deliver exceptional customer experiences. With our customer contact platform, we have unlocked powerful AI-enhanced capabilities for our customer service, boosting satisfaction and creating exciting new opportunities for customer experience."

Sprinklr President and CEO Rory Read, added: “We’re delighted to be working alongside the iconic brands within BT Group, at the forefront of innovative customer engagement through effective AI. AI has huge potential to enhance and elevate customer experiences, and it’s been fantastic to help BT Group achieve such brilliant results, so quickly.”

About Sprinklr

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,800 valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 60% of the Fortune 100. Sprinklr’s value to the enterprise is simple: We un-silo teams to make customers happier.

For more information, visit www.sprinklr.com

BT Group’s Digital Unit launches ‘GenAI Gateway’ platform, powered by AWS, accelerating the company’s safe adoption of generative AI at scale

Tue, 24 Sep 2024 00:01:00 +0100

The GenAI Gateway, a generative AI enablement platform, built in collaboration with AWS, enables BT Group to tap into the power of GenAI with safe, secure access to Large Language Models (LLMs) from a scalable number of foundation model providers
Platform supports prompt security, central privacy controls, billing per use case, enterprise search, and use of multiple corporate data sources to enable the company to be flexible and responsible in the use of different AI models required
Ethics and performance are enabled through embedded guardrails that limit the risk of exploitation of the models (“jailbreak risk”)
A single consolidated Group platform reduces duplication of effort and resources as BT Group scales and accelerates the adoption of generative AI as APIs, security configuration, infrastructure management etc., can be managed centrally, reducing the risk of error along the way

LONDON, 24^th September 2024: BT Group’s Digital Unit has announced the launch of an innovative internal platform to help the company tap into the power of large language models (LLMs) from providers such as Anthropic, Meta, Claude, Cohere, and Amazon. The GenAI Gateway, built in collaboration with AWS and using Amazon Bedrock, Amazon SageMaker and AWS Professional Services capabilities, provides secure, private access to a range of natural-language processing and large language models, a critical tool BT Group will use as it embeds AI into the way it runs the business.

Ad-hoc use of LLMs, whilst appropriate for test and development work, is not well suited to large scale use; cost control, security and privacy need more careful management. LLM performance also needs to be monitored, for unexpected errors (e.g. “hallucinations”) and model decay over time (where LLMs stop behaving as expected). The GenAI Gateway also gives BT Group protection against ‘lock-in’ to any given LLM if any other issues emerge. The use of GenAI Gateway platform will encourage BT Group engineers to use the right model for the right use case, at the right price, as it supports per-use case budget tracking.

A consolidated platform reduces duplication of effort and resources, as BT Group scales the adoption of generative AI. Application programming interfaces (APIs), security configuration and infrastructure management, can all be managed centrally, reducing the risk of error and the cost of maintaining separate LLMs for every use case.

GenAI Gateway, deployed on AWS, is accessed via secure APIs, like all the components of BT Group’s modular digital architecture. GenAI Gateway uses Amazon Bedrock, a fully managed service that offers a choice of high-performing foundation models from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API; as well Amazon SageMaker, a fully managed service that brings together a broad set of tools to enable high-performance, low-cost machine learning for any use case. The platform supports prompt security, chat history, FinOps billing per use case, enterprise search, as well as use of multiple corporate data sources. Central privacy controls include separate tenants for each use case, the use of Personal Identifiable Information filters, the location of the data within the UK and the isolation of trained models from each other, protecting data in line with Group policies and relevant regulation. Guardrails are built into the GenAI Gateway, limiting the risk of jailbreaks or toxic interactions, filtering out queries that go beyond the remit of specific applications – ensuring both performance and ethical guardrails are built-in by design.

Gen AI Gateway is one of the several key enablers we are deploying to enable BT Group as an AI-enabled enterprise, and we will also use our “data fabric” data management platform to help enforce governing policies for how data can be used, as well as to manage access control and data sovereignty restrictions.

GenAI Gateway is live today with the first beta use cases. A trial in Openreach is summarising engineering notes on Ethernet and full fibre jobs, helping to simplify processes and boost productivity for its teams and Communications Provider customers. A second use case, supporting contract analysis for the Group’s Business, legal and procurement teams, is also live.

Fabio Cerone, GM EMEA Telco at AWS, said: “The BT Group GenAI Gateway is showcasing how enterprises can effectively deploy generative AI at scale and speed. It’s been a brilliant, pioneering opportunity to collaborate and work backwards from the customer to provide a way to accelerate deployment of generative AI use cases into production with embedded security and compliance. The GenAI Gateway will trigger the flywheel effect in the adoption of generative AI, delivering quicker results for BT Group and its customers.”

Deepika Adusumilli, Managing Director, Data & AI, BT Group’s Digital Unit said: “AI is helping us reimagine the future of our company. We believe that where our data is a constant, we need flexibility with our LLMs. GenAI Gateway allows us to tap into this powerful new set of technologies at scale, in a way that is safe, responsible, flexible and scalable, delivering the ambition we have for AI to unlock the human potential within BT Group, today and in the future.”

BT Group’s My Campus personalised learning platform harnesses AI with Degreed

Thu, 23 May 2024 00:01:00 +0100

AI platform delivers personalised learning based on role, interests and preferences
Integration of Degreed and SAP SuccessFactors simplifies learning in-the-flow-of-work

LONDON, 23^rd May 2024: BT Group has announced that it has worked with data-driven learning specialists Degreed to deliver its AI-enhanced My Campus platform to provide personalised learning experiences for its colleagues. The platform supports BT Group to re-skill and up-skill colleagues by offering them personalised learning as the Group works to boost productivity and transform the skills base in its business.

BT Group has been rolling out My Campus as its new learning platform for its colleagues over the past 12 months. My Campus draws its content from industry-leading digital skills platforms such as Pluralsight and LinkedIn Learning, as well as proprietary BT Group learning content, including videos, courses, articles and podcasts, to ensure its people have access to cutting edge professional learning. Supported by Degreed’s technology, My Campus delivers personalised learning content to BT Group colleagues based on their role, interests and preferences enabling them to learn anywhere and at any time.

A soft launch phase has seen My Campus made available to over 46,000 colleagues across BT Group’s Business, Digital, Networks and Corporate units – with 42% of them actively engaging with the platform.

The partnership with Degreed makes learning through the course of the working day more intuitive and seamless for BT Group colleagues. The learning platform is integrated with the Group’s consolidated human resources platform, MyHR, powered by SAP’s SuccessFactors. This provides a single system of record for colleagues, including tracking mandatory training and personal development plans. Sharing skills data between SuccessFactors and Degreed also enables BT Group to drive greater talent mobility, to improve workforce planning and to surface relevant learning for colleagues based on the skills they identify.

In addition, BT Group’s My Campus is now integrated with Microsoft Teams, saving colleagues time and effort in accessing their learning without having to switch between different screens and platforms.

Nick Hawkes, HR Technology Director, BT Group’s Digital Unit said: “We needed to build a platform that people loved to use, to overcome the friction that is in place for so many around learning at work. Delivering a modern, learning experience, which surfaces deeply personalised experience through engaging learning content and pathways, has been key to our early success with My Campus, and we're excited to build from here. More broadly, this is a great example of BT Group’s ambition to use the power of AI in a safe and ethical manner to unlock immense value for our customers and colleagues, in line with our purpose to ‘connect for good’.”

David Blake, CEO of Degreed said, “BT Group had tremendous vision here – deploying personalised, user-friendly learning at scale, drawing on a wider bank of content, tightly integrated into MyHR – it’s a world class implementation we’re all very proud of. We know it will support the Group well as they continue to shape the platform to meet the needs of a changing workforce.”

ENDS

About Degreed

Degreed is a technology suite that combines lifelong learning and data-driven development so organizations can accelerate workforce capabilities for greater impact and make skills the heart of all work.

Degreed is the only learning platform that makes it easy for companies to deliver daily learning, deep skill-building, education benefits, real-time insights and expert services, while connecting to the most robust and open ecosystem. Each day, over 9 million learners from hundreds of global companies use Degreed to gain the skills to grow in their careers.

Degreed, founded in 2012, launched with the mission of “jailbreaking the degree” where all skills are recognized, irrespective of how they are acquired. Degreed is headquartered in Pleasanton, California, with offices in Salt Lake City, New York, London, Amsterdam, and Brisbane.

Learn more about Degreed: Website | YouTube | LinkedIn | Twitter

Brits call for tech revolution to tackle NHS wait times, as three quarters prefer remote or digital diagnosis

Thu, 24 Aug 2023 09:59:00 +0100

The UK public wants technology to play a bigger role in the NHS, with two thirds (64%) believing it’s a worthwhile investment.
New research from BT shows nine in 10 (91%) patients are calling for shorter wait times and speedier diagnosis as their top priority, with most welcoming the use of technology to help.
BT today announces new AI and digital diagnosis services for healthcare – to help speed up diagnosis and unlock the benefits of AI for more hospitals.

New research into public opinion of digital health in the UK shows that the majority of adults want to see the NHS invest more in technology – as speeding up diagnosis and treatment top the list of patient priorities¹.

The research was commissioned by BT, which recently marked 75 years of collaboration with the NHS and is committed to helping support the next phase of its digital transformation. It reveals that three in five (61%) patients are frustrated with the time it takes to contact a medical professional, and a similar number (59%) with delays in arranging an appointment. Data from NHS England indicates that 7.6 million people in England are waiting for hospital treatment, including 1.6 million waiting for diagnostic tests or scans, the highest figure since modern records began in 2007.²

One area that promises to cut waiting lists is the use of digital technology to enable faster diagnosis and treatment and allow doctors to clear the patient backlog, quicker. BT’s research suggests the public are ready to embrace innovation if it will help, with two thirds (64%) believing technology is a worthwhile investment for the NHS.

The pandemic has radically changed the perception of digital healthcare in the UK, so much so that three quarters (75%) of UK adults would prefer a digital consultation or diagnosis – and one in five (19%) patients are now frustrated if they are asked to visit a GP or hospital for an appointment that could be done remotely.

Saving time is the most popular draw for digital appointments, with just under half (48%) of those asked saying they would choose digital over face-to-face if it meant they could speak to a medical professional quicker. Two fifths (38%) say they’d prefer if the money that would have been used for an in-person appointment was reinvested elsewhere. A third (32%) would welcome digital appointments if it meant they could be seen outside of traditional working hours, while more than a quarter (27%) like the idea of not having to leave the house.

Improving speed of diagnosis and treatment are the public’s top NHS priorities, with nine in 10 (91%) patients believing them to be the most important; making them as high a priority as the NHS remaining free at the point of entry (87%). This need is one of the key drivers pushing patients to the private sector, with almost two in five (38%) saying they’d look outside the NHS if it meant faster treatment.

Similarly, 58% agree that leveraging data and technology can enhance the NHS's effectiveness in preventing illnesses and identifying risk factors earlier in patients' lives, showing significant support towards using tech to help foster a healthier nation.

More than a third (37%) of the UK public would support the use of AI (Artificial Intelligence) to help improve the efficiency and effectiveness of the NHS. A third (33%) of the population picked video and telephone consultations as one of the top three health technologies they’d like to see the NHS prioritise, alongside one in five (18%) that would like digital diagnosis rolled out widely. These practical choices are a much higher priority for the public than robotics (9%) or Virtual Reality (5%).

Discussing the research, Professor Sultan Mahmud, BT’s Director of Healthcare, said: “The NHS is critically important to all of us, with a 75-year-strong track record of embracing new technology. However, as its challenges mount, we need to do more to make sure it’s equipped to keep up with patient demand. It’s clear from the research that the public recognises the link between technology and health. While technology alone can’t build more hospitals or train doctors and nurses, it can make the day-to-day experience of healthcare better for everyone – speeding up diagnosis and treatment, improving the experience of patients, freeing up time for frontline workers and helping budgets go further.”

BT is today announcing it is working in partnership with specialist technology companies deepc and Axon Diagnostics to boost its digital health programme for the NHS and help tackle wait times. The collaborations promise to help free up doctors’ time using AI and unlock the benefits of faster diagnosis for more patients and clinicians in a safe and responsible way. These new services bolster BT’s existing healthcare solutions, which include Virtual Ward & Care programmes to support the NHS with tech to help manage patient care.

AXON Diagnostics – provides a digital platform that enables faster diagnosis and image sharing. Using a secure streaming service, it allows specialists across the world to access and report live diagnostic information, e.g. scans, safely in seconds. This helps increase capacity across health services by connecting more clinicians and consultants across different locations. It can also reduce reliance on outsourcing.
deepc is a radiology AI platform that can help medical professionals access the clinical value of multiple AI tools quickly and safely via an AI marketplace. It integrates into any hospital environment, streamlining the curation and onboarding effort, offering access to over 50 third-party best-in-breed AI solutions to enable adoption at scale. deepc can onboard AI tech into NHS hospitals that might otherwise typically be overlooked due to their geographic location. AI allows doctors to see more patients and address the existing backlog. The adoption of AI in radiology and pathology is increasing, helping to address the current skills shortage.

Professor Sultan Mahmud continues: “Offering faster diagnosis and helping reduce waiting times, our new digital diagnostics and AI services are designed to help ease some of the pressures facing doctors and nurses today. It’s part of our commitment to stand alongside the NHS, working with clinicians to help more UK Trusts reap the benefits of the latest technology – helping them do more with digital, without increasing their already heavy workload.”

Dr Paul Bhogal, Consultant Interventional Neuroradiologist and member of BT’s Clinical Advisory Board, added: “When we talk about the need to bring new technology to the NHS, we’re not talking about replacing doctors and nurses. We’re talking about taking tools that are already a part of everyday life elsewhere, and using them to make things quicker and easier for patients. BT’s new digital diagnostics and AI partnerships will not only help connect NHS clinicians with patients faster and more efficiently, but they can also help with knowledge sharing, to plug some of the gaps where healthcare services need it most.”

To find out more about BT’s collaboration with deepc and AXON Diagnostics, or its work with the NHS to build smarter, safer and more efficient healthcare for everyone, please visit here.

ENDS

Notes to editors

¹ Research conducted by Opinium on behalf of BT, polling 2,063 UK adults, weighted to be politically and nationally representative, between the 21st and 23rd June 2023

²NHS waiting list in England hits record 7.5 million | The Independent

BT’s partnership board: a new strategy to help businesses accelerate digital transformation

Wed, 09 Nov 2022 10:50:00 +0000

When I joined BT earlier this year to lead the new Division X unit within the Enterprise division, I was stepping into a business that has more than 100 years of expertise and innovation behind it. Our history is something that we are immensely proud of, but it’s the future that’s hugely exciting.

At the heart of our strategy is to be a better, more modern BT and we are on a charge to evolve from traditional telco to a technology company, while also enabling businesses and the public sector to make the same leap.

And that’s what is front and centre for us in Division X – to be the best digital transformation partner, helping our business and public sector customers take advantage of a digitally enabled future. That includes delivering quantifiable business outcomes for customers, and leading end-point solutions to improve productivity, optimise operations and drive cost savings, such as asset tracking, predictive maintenance, connected sensors, real-time data processing, automation, and robotics.

Managing these transformations is increasingly complex, and sometimes quite niche, and so the need to ‘collaborate to innovate’ has never been greater.

But choosing the right partners is critical. You must look for complementary skills and assets that add value. It’s not simply a question of working well together, you have to collectively drive better business outcomes than any one of you could achieve alone.

So, for us to be the best for our customers, we need to have the best-in-class partnerships to meet, deliver and exceed their expectations.

And it’s something we are taking seriously at BT. We already have world class research and development functions and rich network experience and are actively engaged with many businesses today who are grappling with making the shift to a digital future. An example of this is reflected in our work with Belfast Harbour and the Port of Tyne, where we are deploying private 5G networks to help them revolutionise their processes, track assets, and understand how sustainable and productive their operations can be. Also, our partnership with Hyperbat in developing the world’s first 5G Virtual Reality Digital Twin solution is helping to accelerate the manufacturing process for electric vehicle batteries; and our innovative 5G trial with the BBC at the Commonwealth Games in Birmingham this summer also demonstrated the potential for a portable 5G network to transform broadcasting for live events.

None of the above would have been possible without the support of multiple partners, and so we made the decision earlier this year, as part of our BT Means Business Enterprise Customer Charter to create a more structured partnership engagement that would allow us to accelerate our ambitions and co-innovate in a more coordinated way.

Over the past number of months we have been talking to partners about the form this engagement should take and I’m delighted that this month, we launched our Partner Advisory Board (PAB), with the first wave of many partners joining the new collaboration.

The purpose of the PAB is for industry leading companies of all sizes to come together to discuss and share insights and best practices, to examine innovative propositions, and to debate potential solutions to current and future challenges that business leaders are encountering.

We held our first meeting this week where I was joined by Katherine Ainley (CEO UK & Ireland, Ericsson), Clay Van Doren (CEO Northern and Central Europe, Atos), Mike Grogan (Director Media & Communications Industry, Microsoft) and Warren Tucker (Partner and Head of Cloud & Digital, PwC) to set out the future roadmap.

Our aim as a group is to team up and accelerate the co-creation of digital solutions alongside our customers. This ranges from health, to logistics, transport and manufacturing.

BT has already launched a number of propositions in partnership with the founding members of the Board:

Our Digital Vision partnership with Atos to provide customers with a powerful AI-based analytics tool to extract value from their digital images and videos,
Our strategic alliance agreement with Microsoft to accelerate innovation across enterprise voice, cyber security and industry-focused services in sectors from digital manufacturing to health, setting businesses in the UK and around the world back to growth
The first commercial 5G Private Network ‘off the shelf’ product with Ericsson offering the next generation mobile network technology products to businesses and organisations to enable new innovative applications and IoT capabilities.

And our partnership with PwC to inject deep industry insights – with an initial focus on transport and logistics and healthcare – together with cloud and digital transformation expertise to help organisations solve important problems such as productivity, asset tracking and sustainability.

But it’s not just about the UK’s large businesses and titans of the industry. Going forward, we’ll also champion the growth of UK tech start-ups and scale ups through this process, working with ETC, BT’s Digital Incubator team, to identify and nurture the best tech companies. Our ambition is to help increase digital technology adoption across multiple sectors and improve and increase the number of solutions we can offer to customers.

Over the coming months we plan to welcome even more business partners to the PAB. We’re looking forward to the exciting joint value this can bring, and, in turn, the opportunity we have to build and sustain partners of choice for our 5G, IoT, AI, infrastructure, security and future solutions.

At BT our purpose is to connect for good, and to do so in a way that is inclusive, responsible, and sustainable - our new Partner Advisory Board is no better example of this in action.

BT partners with QiO to help customers deliver on sustainability commitments

Wed, 18 May 2022 13:00:00 +0100

New AI-powered Edge Compute solution delivers on BT’s pledge to help customers avoid 60 million tonnes of carbon dioxide emissions by 2030

BT today announced a new AI-powered solution to help customers achieve their sustainability targets by optimising energy use across their operations. The launch is the latest step in the BT Group Manifesto pledge to help customers avoid 60 million tonnes of carbon dioxide emissions by 2030.

Powered by AI technology within Foresight Optima^TMfrom QiO Technologies, it combines the latest in machine learning with BT Edge Compute devices. Customers can also benefit from BT’s wider digital industries capabilities, including IoT, cloud and secure connectivity, in a single managed solution.

The new solution brings together real-time data from IoT sensors, machinery control settings, databases, external data and energy sources to identify the variables that can be optimised to reduce energy consumption, and can also help improve quality, productivity, and other relevant factors.

The resulting energy efficiency index (EEI) looks at past configurations of the process and compares them to see which were most energy efficient and why. It can also compare sites and equipment to look for best practices.

The solution is hosted on a BT Edge Compute device, which ensures data can be securely processed by the AI close to where it is created. BT securely connects the device to all relevant systems, hardware and assets to give total visibility of the process being measured. Connectivity options include private 5G.

QiO’s AI has been successfully deployed across a wide range of industries, including glass, steel, cement, automotive and others, delivering energy savings between 5-15 per cent. For example, QIO’s deployment at a leading glass manufacturer reduced energy consumption by six per cent and carbon emissions by 21,600 tonnes.

“I believe we have a very important role to play in addressing the climate crisis. By partnering with customers, we can help them achieve net zero carbon emissions,” said Hriday Ravindranath, Chief Product & Digital Officer, Global, BT.

“Data is key,” he added. “Too many organisations still gather carbon data manually, making reporting difficult and limiting its usefulness in improving operations. Our solution collects data securely, and by using QiO’s AI, recommends steps to optimise processes. Moreover, customers can use this data to report on their performance in a standardised way. It’s a great example of how we’re delivering on our Manifesto commitments and connecting for good.”

“Our partnership with BT will deliver the benefit of QiO Foresight Optima^TM to asset heavy and energy intensive industry to help meet sustainability and net zero goals,” said Rick Haythornthwaite, Chairman & Co-Founder, QiO Technologies. “Combined with BT’s industry knowledge and connectivity expertise, we can accelerate delivery of energy efficiency, carbon emissions reduction and cost savings for organisations globally.”

ENDS

About QiO

QiO Technologies is a Gartner Magic Quadrant Industrial IoT AI Software products company delivering Sustainability and Industry4.0 solutions for the industrial sector.

Since 2015, QiO has built a global track record with leading industrial companies by optimising their operations, reducing their energy costs and carbon emissions, delivering 5-15 per cent efficiency improvement, and expediting their sustainability agenda.

QiO’s solutions are available across multiple industries, including aerospace, automotive, steel, glass, cement, oil and gas, healthcare, data centers and shipping

For more information, visit www.qio.io