Skip to main content
24th June 2022

Artificial Intelligence to run all BT network ops by 2025

In This Article

The BT Group has announced it’ll put its trust in Artificial intelligence (AI) to run its network operations by 2025. They'll be handing over responsibility from human troubleshooters to ‘self-healing’ automation by an algorithm. 

According to a recent press release, BT Digital intends to dehumanise its operations and is consolidating all of BT Group’s application monitoring onto one automated system. This system will take complete responsibility for that aspect of the new service management stack.


BT Digital has appointed the automation, AI, and cloud-native application security platform, Dynatrace to help simplify and support the automation of issue detection across BT’s technology estate; replacing 16 existing monitoring systems. They are estimated to save £28 million by 2027, as the automation is integrated into systems. 

The Chief Marketing Officer at Dynatrace, Mike Maciag, has said a self-healing system will free BT’s teams from manual tasks, so they can focus on accelerating digital transformation. This means that networks will be expected to self-heal, without human intervention, in a new AI Operations model supported by BT’s work with, the American software company, ServiceNow.

However, can the fate of networks be entirely trusted by automation and algorithms? Is Artificial intelligence reliable enough? Director of Service at BT, Jim Dempsey, says “Dynatrace gives us precise insight into our technology estate and consolidates all data in a single pane of glass.” 

Dempsey highlights that working with Dynatrace will “let us improve predictability and drive faster resolutions”, overall driving better customer experience. Artificial Intelligence and automation can provide a deeper understanding of digital services at BT, deriving signals from noise with the root cause and delivering resilient operations for all applications and microservices. 

If you are interested in learning more about the world of automation and AI, we have a range of articles for you to browse through here.