BT Group Hackathon

Overview

BT aims to be one of the largest Digital ID providers—not only providing world class login experiences that are safe, secure, and protect your privacy, but by creating products and services enabled by having a verified ID.

Our vision is to be the most trusted and widely adopted digital identity service by making life simpler, safer and better for everyone. The core challenge is a ‘supply and demand’ issue for ID services between customers and businesses. There is no demand from customers as a critical mass of ID-related services for them to use regularly and trust is yet to be realized. There is also no current supply from businesses, because a widely adopted digital ID offering or credentials is not available in the market. Here is a summary of the problems from both a customer point of view and a business point of view.

• Customer Problems
   
  • Complex: Single-use processes for proving eligibility and identity result in frustration and waste of time.
  • Insecurity: Digital and real-world solutions make fraud prevalent, with associated loss of money and identity theft.
  • Non-inclusive: Mechanisms to acquire and verify an identity create disenfranchised customer groups 

• Businesses Problems

• Single sign-on: No one with scale has yet delivered a reusable widely accepted ID solution, so the market is filling with fragmented, low impact fixes.
• Customer verification: It is expensive to implement for one-off applications. UK businesses spend £800m per year, and a third don’t verify at all.
• Sales friction: It is increased by collecting customer information much of which is already available elsewhere.

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Overview

BT’s flagship consumer brand, EE, is undergoing a significant transformation—transitioning from offering primarily telco products and services (broadband and mobile) to address a broader range of customer needs in adjacent markets. 

This expansion includes gaming, home security, consumer electronics, and an even wider array of offerings in the future. We have recently built a new foundational marketplace to cater for these extended range of new products and service offerings.Our vision is to create the most personal, customer focused tech shop in the UK, where anyone can easily buy any product we offer. 

There are several key challenges as EE evolves to becomes a business that introduces new products and services beyond connectivity that we offer today:

• The ability to sell converged and bundled products and services across a wide set of categories (from 100s of products/SKUs to 1000s/10,000s products/SKUs).  
• The ability to tailor and personalize products and services based on customer needs, whilst maintaining optimal trading performance (include stock availability).
• How might we scale our marketplace and ecommerce capabilities to cater for more products and services whilst maintaining a healthy and efficient cost base.

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Overview

Over the last year, AI has been much more accessible to organisations and users, presenting even more opportunities to improve outcomes than previously imagined. Many organisations are at the start of the journey and seeking what it might mean for them and where they are able to make an impact in a responsible way.

Here at BT and EE, we’re embracing AI and working with hyperscalers such as Google, AWS and Microsoft to accelerate our plans. This includes piloting how we deploy intelligent agent partnering for customer service centers and also how AIMEE, our AI powered conversational bot plays a pivotal role in the EE App and the next chapter for EE.

As a customer centric business, we’re obsessed about delivering products and services to our customers at pace and quality. With AI, there are so many use cases to drive value with agile ways of working, ultimately being better at adapting so that we’re more effective and efficient. 

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