BT: How BT Balances AI Speed with Compliance

BT Consumer, serving 25 million+ customers via 12,000+ guides across EE, BT, and Plusnet, transformed its mature but over-complex eGain knowledge base for the AI era. An initial Instant Answers trial returned only a 5% response rate, prompting a full content rewrite led by subject matter experts. Six weeks and 1,000 content changes later, a 100% response rate was achieved. The resulting hybrid model — 70% Instant Answers, 30% protected Guided Help — cut answer retrieval from 3 minutes to 35 seconds, delivering significant financial returns now being rolled out across the full contact centre operation.