CREDIT: BT GROUP
Artificial Intelligence and chatbot technologies are fundamentally transforming the procurement experience, making it more intuitive, efficient and accessible for users across organisations.
Not just through the automation of routine tasks, they are reimagining how people interact with procurement processes, providing instant access to information, policy guidance and procedural support.
The impact extends beyond user experience to operational efficiency, where AI-driven systems are reducing response times, improving decisionmaking and enabling procurement teams to focus on strategic activities.
The business case for AI in procurement is compelling. Research from Globality indicates that Global 2000 companies using AI-driven autonomous sourcing can reduce procurement costs by 20 % and increase productivity by 70 %.
These gains are achieved through intelligent automation of sourcing processes, enhanced supplier discovery and evaluation, plus sophisticated analysis of market conditions and supplier performance.
Organisations including BT are harnessing chatbots in their operations. BT Group has integrated Sprinklr’ s unified customer experience platform, meaning when a customer is seeking support, the platform can draw on BT Group’ s data to provide a personalised, accurate response. The customer contact platform,
186 September 2025