Promises no pink slips despite service desk in crosshairs
BT Group expects to cut its use of third-party support staff in service desk roles after it has introduced GenAI technology from ServiceNow.
The UK-based telecoms and IT services giant said it was extending the ServiceNow service management capabilities to all units. The expansion includes use of ServiceNow’s Now Assist for Telecom Service Management (TSM) part of its GenAI offering.