Reactive support for 15M broadband upgrades drove high call volumes. Now, AI agents proactively text and call to schedule installations.
The United Kingdom's largest wholesale broadband network, supporting over 680 service providers, is executing a £15 billion infrastructure program to bring full-fiber internet to 25 million premises.
Managing 15 million customer journeys during a complex national broadband upgrade exposed the limitations of a traditional, reactive service model....
“Our proactive AI agents are transforming the broadband experience across the U.K. and delivering tens of millions in financial benefits for Openreach and our customers. By moving to proactive, AI-driven engagement, we’ve improved appointment success, optimized operations, and given customers greater clarity during a complex national upgrade. At this scale, that combination of efficiency and trust makes a meaningful difference.”
Openreach's Customer support is part of this use case:
Broadband and telephone network infrastructure wholesaler for the United Kingdom.
Provided the NiCE Cognigy agentic AI platform to automate proactive customer engagement and orchestrate broadband upgrade appointments.
Related implementations across industries and use cases
10,000 monthly billing queries bogged down support. Now, AI delivers instant answers to customers and field sales reps, 24/7.
Nuanced queries stalled bots; manual searches slowed agents. Now, AI executes fixes and guides diagnostics with 90% correctness.
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Nuanced queries stalled bots; manual searches slowed agents. Now, AI executes fixes and guides diagnostics with 90% correctness.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Reps manually calculated variances across three systems. AI now compares statements in seconds, spotting fee changes instantly.
Manual fine-tuning held back deployment. Automated optimization cut inference time 63% and agent routine work by over 50%.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.
Reactive support for 15M broadband upgrades drove high call volumes. Now, AI agents proactively text and call to schedule installations.
The United Kingdom's largest wholesale broadband network, supporting over 680 service providers, is executing a £15 billion infrastructure program to bring full-fiber internet to 25 million premises.
Managing 15 million customer journeys during a complex national broadband upgrade exposed the limitations of a traditional, reactive service model....
“Our proactive AI agents are transforming the broadband experience across the U.K. and delivering tens of millions in financial benefits for Openreach and our customers. By moving to proactive, AI-driven engagement, we’ve improved appointment success, optimized operations, and given customers greater clarity during a complex national upgrade. At this scale, that combination of efficiency and trust makes a meaningful difference.”
Openreach's Customer support is part of this use case:
Broadband and telephone network infrastructure wholesaler for the United Kingdom.
Provided the NiCE Cognigy agentic AI platform to automate proactive customer engagement and orchestrate broadband upgrade appointments.
Related implementations across industries and use cases
10,000 monthly billing queries bogged down support. Now, AI delivers instant answers to customers and field sales reps, 24/7.
Nuanced queries stalled bots; manual searches slowed agents. Now, AI executes fixes and guides diagnostics with 90% correctness.
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Nuanced queries stalled bots; manual searches slowed agents. Now, AI executes fixes and guides diagnostics with 90% correctness.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Reps manually calculated variances across three systems. AI now compares statements in seconds, spotting fee changes instantly.
Manual fine-tuning held back deployment. Automated optimization cut inference time 63% and agent routine work by over 50%.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.