Openreach has reduced missed appointments and inbound contact volumes by one-third using proactive AI agents from NiCE Cognigy, deployed across 15 million customer journeys, NiCE announced on April 7, 2026. Openreach said customer satisfaction improved, with its Trustpilot rating rising to 4.7 out of 5 from 2.0, based on hundreds of thousands of reviews after the rollout of proactive AI engagement.
“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,” said Chris Herbert, Openreach’s director of customer service.
Openreach, a unit of the British Telecom Group, deployed the agents to redesign customer engagement during one of the U.K.’s largest digital infrastructure transformation programs, shifting from reactive management to AI-driven proactive engagement. According to the announcement, this is increasing appointment success, reducing inbound contact volumes and generating operational and commercial value for Openreach and its clients such as Vodafone and Sky.
Powered by NiCE Cognigy’s agentic AI, Openreach introduced a proactive, automated engagement model that adapts based on live performance signals. Instead of waiting for customers to initiate contact, the AI agents anticipate needs and start real-time conversations by text message, email and voice, providing updates, suggesting options, answering questions and automating actions on customers’ behalf. The approach is designed to make the process more transparent and easier for customers. In addition to fewer missed appointments and contacts, Openreach has lowered repeat contacts, allowing service teams to focus on more complex interactions.
Details
- City
- London
- Organization
- Openreach
- Continent
- Europe
- Country
- United Kingdom
- Category