A Very Mobile Magazine Christmas - December 2024
One of our biggest stories in December 2024 was that BT Group tapped up AI to transform its customer service experience by deploying Sprinklr’s unified customer experience management platform.
This is designed to deliver AI-enhanced customer support, with Sprinklr’s capabilities being re-used across the entire BT Group, rather than just EE. A division of BT Group, EE uses its virtual assistant Aimee to handle up to 60,000 customer conversations each week.
In the wake of previous successes, BT Group is now planning to expand its use of AI to provide real-time support and information to customer service guides operating across its business, consumer and internal contact channels.
“The collaboration with Sprinklr marks a significant step forward in BT Group's commitment to using cutting-edge technology to deliver exceptional customer experiences,” explains Harry Singh, MD of Consumer Digital at BT Group.
“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.”
Read more HERE.
30 Years of LINX: Shaping Internet and Powering Connectivity
Leading global Internet Exchange Point (IXP) LINX marks its 30-year anniversary of advancing the Internet, with a continued focus on enhancing global connectivity.
Since its launch, LINX has grown into a critical hub for global Internet traffic and has increased its connected network capacity by 17% in one year, from 60.10 Tbps in 2023, to 72.91 Tbps in 2024.
The network traffic being passed across LINX’s global platforms continues to increase year on year. Notably, in 2024, LINX achieved its highest-ever network traffic, with a maximum peak of over 10.841 terabits per second (Tbps), up from 9.229 Tbps in 2023 and 7.424 Tbps in 2022.
LINX had plenty of significant announcements in 2024, including welcoming its new CEO, Jennifer Holmes, in November 2024. Having been with LINX since 2007, Jennifer is well-positioned to keep the LINX community serving its members.
“Over the past three decades, the Internet has transformed the way we connect, communicate, and conduct business,” Jennifer shares. “As the digital landscape has evolved, so too has the infrastructure that supports it. LINX has played a vital role in this journey, adapting to the increasing demand for reliable connectivity and seamless online experiences.”
See also in December
How Beijing is Spearheading Global 5.5G Network Innovation
Top 10: Mobile Predictions for 2025
How Rakuten TV aims to Achieve More Sustainable Streaming
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