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.”
Sources found with NewsCatcher's Web Search API
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.
Openreach's Customer support is part of this use case:
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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.”
Sources found with NewsCatcher's Web Search API
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.
Openreach's Customer support is part of this use case:
Related implementations across industries and use cases
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
Reps manually skimmed 12-page articles to resolve cases. Now, an AI assistant synthesizes live data to deliver answers in seconds.
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Previously, agents manually handled all simple info requests—30% of contacts. Now, an AI agent resolves these queries automatically.
Native ad tools optimized for platform metrics, limiting spend efficiency. An AI agent now adjusts live campaigns to meet business goals.
Duplicated effort and fragmented knowledge slowed 150+ app releases. 120+ AI assistants cut timelines 15% and lifted productivity 20–25%.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.