A joint UCAS / IMA / OR Society event
Leveraging AI Technologies for Delivering Better Service Outcomes, a talk by Gilbert Owusu (Head of Practice, Business Modelling & Operational Transformation, BT Technology)
Abstract
AI provides an opportunity for products and services to become smarter and more responsive to customer needs, an extremely important factor for any service organisation such as a Telco. BT has been using AI for many years both in its products and services as well as in its systems and networks. We see a range of applications for introducing smarter technologies which can increase automation and better tailor products to customer needs. AI underpins many of the company’s processes. The company was the first European Telco to use AI techniques in workforce scheduling in the 1990s, to maximise the efficiency of our workforce. Since then we have extended the use of AI across workforce and resource management in BT. Other applications of AI include service level prediction where we use data mining and machine learning techniques to enhance the decision making process for delivering better customer experience.
Refreshments will be provided. For directions to the venue and travel advice, please consult the map (pdf).
Please note that attendees must register in advance by emailing the organiser, Andy Harrison. On arrival at the venue, attendees should sign in and will be met at reception.
No charge is made to attend meetings; non-IMA members are welcome.
