Understanding the implications of artificial intelligence on field service operations: a case study of BT

Abstract

Driven by insufficient empirical research and understanding about AI deployment in operations management, we set out to explore the implications of AI on field service operations. Via an in-depth case study of four AI initiatives across a time span of 20 years at BT telecommunications, we explored the answers to the following two research questions (RQs): RQ1: How has the deployment of artificial agents affected the operational efficiency of the organisation? And RQ2: What are the critical success factors (CSFs) of AI deployment? Our study found that having a standard TRL protocol, a people-centric approach, as well as establishing a portfolio of AI initiatives are instrumental to BT’s success. We also identified a range of other CSFs that were essential to the successful deployment of AI in BT’s field service operations. This paper therefore contributes to the timely and emerging sociotechnical debates around the real-world implications of AI deployment within organisations.

Keywords:

• Artificial intelligence
• case study
• critical success factors
• service operations
• machine learning

Acknowledgement

We would like to extend our sincere thanks to Dr. Kjeld Jensen and Dr. Raphael Dornet at BT for their valuable support and insights to our research.

Additional information

Notes on contributors

Yingli Wang

Dr. Yingli Wang is a Reader in logistics and operations management at Cardiff Business School. She specialises in logistics and supply chain digitisation and has led a number of research projects from a wide range of UK and international funding bodies. Her research started with examining technological innovation for organisations such as logistics service providers and manufacturers, and then recently extended to explore how technological innovations could benefit a wider society, in particular by addressing the ‘wicked’ problems and grand challenges. Dr. Wang is also a Chartered Member of the Chartered Institute of Logistics and Transport (CILT).

Jean-Paul Skeete

Dr. Jean-Paul Skeete’s specialism is in public policy and the regulatory control of emerging technologies in various commercial sectors. His current research broadly examines how governments oversee the rapid pace of innovation within the automotive industry on behalf of the public interest. He is particularly interested in the evolving policies and regulations that support the increasing electrification and automation of new vehicles. Before that, his PhD research focussed on the EU automotive industry, covering topics including connected and autonomous vehicles, the Volkswagen diesel scandal and even how Formula One racing contributes to cleaner automotive technologies.

Gilbert Owusu

Dr. Gilbert Owusu heads the Service and Operational Transformation Research in BT. He has a strong track record in applying AI, production management and operational modelling technologies to service operations which have led to significant customer service improvements and OPEX reduction in BT’s operations. Gilbert has PhD in applied AI and his research on applying AI technologies for transforming service operations have been published widely in book chapters, conferences and journals. He is the co-editor of two books on service production management.