BT Group

Client Background

BT Group plc is a British multinational telecommunications holding company headquartered in London, England.

The Project

BT’s Conversational AI systems are driving the modernisation of their customer service offering. These systems relied on legacy virtual architecture that was both expensive to maintain and challenging to scale. As customer expectations continued to evolve, BT needed to modernize its Conversational AI to enhance customer experiences, increase efficiency, aid iterative delivery in response to complex requirements and reduce costs.

Project Goals

• Migrate Conversational AI applications and services onto Google Cloud Platform (GCP) from virtual architecture while implementing robust monitoring solutions across GCP native and Dynatrace.

Project Execution

The Challenge: Modernizing Conversational AI

BT’s Conversational AI systems are driving the modernisation of their customer service offering. These systems relied on legacy virtual architecture that was both expensive to maintain and challenging to scale. As customer expectations continued to evolve, BT needed to modernize its Conversational AI to enhance customer experiences, increase efficiency, aid iterative delivery in response to complex requirements and reduce costs.

Our Approach: Leveraging GCP’s Power

BT’s decision to partner with The Dev Lab was rooted in our strong track record of implementing successful cloud migration projects. Leveraging our deep expertise in GCP, we embarked on a comprehensive transformation journey.

GCP Migration

Our team, embedded with the internal delivery teams, meticulously planned and executed the migration of BT’s Conversational AI applications and services onto GCP. This involved transferring vast amounts of data, deploying scalable serverless architectures, and ensuring high availability across multiple regions. By harnessing GCP’s infrastructure, we enabled BT to reduce infrastructure costs and improve the agility of their Conversational AI systems.

Monitoring Excellence

To guarantee the performance and reliability of the newly migrated services, we enhanced/implemented comprehensive monitoring solutions (using GCP native monitoring and Dynatrace).

Our approach focused on:

GCP Native Monitoring

We leveraged GCP’s monitoring tools to gain deep insights into the performance of BT’s Conversational AI systems. This included setting up custom dashboards, monitoring resource utilization, and creating alerting mechanisms to identify and address issues proactively.

Dynatrace Integration

Dynatrace is an industry-leading Application Performance Management (APM) tool. Our team seamlessly integrated Dynatrace with GCP to provide end-to-end visibility into BT’s Conversational AI applications. This allowed BT to monitor user experiences, application performance, and infrastructure health in real-time.

Benefit realisation

The migration of Conversational AI applications to GCP and the implementation of monitoring solutions had a profound impact on BT’s business:

Cost Savings: 

The move to GCP reduced infrastructure costs significantly, enabling BT to allocate resources more efficiently.

Scalability: 

GCP’s serverless architecture allowed for seamless scaling of resources to meet varying demand, ensuring a smooth customer experience.

Improved Customer Experiences: 

With real-time monitoring across GCP and Dynatrace, BT could identify and resolve issues swiftly, resulting in better customer experiences.