DII was introduced in January 2021 to analyze user interactions across different applications and gain visibility
into processes
Process excellence team conducted PoCs across different business units to identify processes for deployment. DII was first implemented in BT Group’s GBS (Group Business Services) unit, for use cases such as order management and pricing excellence
This is built through internal training programs and it does not rely on any third-party service providers for talent.
It introduced certification courses to train its employees
BT Group has implemented a hub and spoke CoE model wherein the central hub manages license management and best practice sharing, and the spokes within business units leverage the insights for process improvement initiatives
Identified the potential to realize a 15-20% improvement in operational efficiency by leveraging digital interaction intelligence solutions
Reduced the time to obtain the operational data that was otherwise challenging to obtain by manual methods
Improved upstream and downstream processes by identifying and eliminating redundant processes
leverage DII across hundreds of projects. BT Group leverages DII for a wide range of use cases such as record to report (R2R), order management, billing assurance, pricing excellence, and helpdesk.
Addressing concerns from operational teams regarding the adoption of task mining / DII technology due to the apprehensions around increased visibility and transparency into the ways of working
Lack of understanding about the applications and benefits that DII technology could offer
Getting approvals from the IT team related to data usage in the initial phase of the journey
Establish a CoE model within the organization to manage these initiatives or utilize existing CoEs to collaborate and manage these initiatives
Create a business case to analyze the expense and resources consumed and the return and benefits that can be achieved for further adoption in other areas to overcome the barriers to adoption
Have an effective change management program to have proactive and continuous communication with relevant stakeholders to educate them about the benefits of technology and address their concerns or apprehensions related to data privacy
“Establishing a CoE model, creating a business case, and having an effective change management program to educate the benefits are some of the key success factors for implementing digital interaction intelligence solutions.”
