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.”
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
Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
Previously, agents manually handled all simple info requests—30% of contacts. Now, an AI agent resolves these queries automatically.
10,000 monthly billing queries bogged down support. Now, AI delivers instant answers to customers and field sales reps, 24/7.
Previously, agents manually handled all simple info requests—30% of contacts. Now, an AI agent resolves these queries automatically.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Technicians spent six months learning to parse noisy network logs. Now, an AI assistant correlates alarms for rapid root-cause analysis.
Procurement chased draft contracts across scattered tools. Now, AI centralizes workflows, flags risks, and summarizes 98-page audits.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Sourcing native speakers for 14 markets was costly. Now, AI handles 40% of routine queries and translates live for a central English team.
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.”
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
Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
Previously, agents manually handled all simple info requests—30% of contacts. Now, an AI agent resolves these queries automatically.
10,000 monthly billing queries bogged down support. Now, AI delivers instant answers to customers and field sales reps, 24/7.
Previously, agents manually handled all simple info requests—30% of contacts. Now, an AI agent resolves these queries automatically.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Technicians spent six months learning to parse noisy network logs. Now, an AI assistant correlates alarms for rapid root-cause analysis.
Procurement chased draft contracts across scattered tools. Now, AI centralizes workflows, flags risks, and summarizes 98-page audits.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Sourcing native speakers for 14 markets was costly. Now, AI handles 40% of routine queries and translates live for a central English team.