Openreach Improves UK Customer Engagement via New Agentic AI Tech

Openreach Uses NiCE Cognigy AI Agents to Upgrade UK Broadband Deployment - Directors Club News

NiCE announced that Openreach, a unit of BT Group, has deployed proactive AI agents from NiCE Cognigy to redesign customer engagement across 15 million customer journeys during one of the UK’s largest digital infrastructure transformation programs. By shifting from reactive management to AI-driven proactive engagement, Openreach is delivering a more seamless broadband upgrade experience at … Continue reading Openreach Uses NiCE Cognigy AI Agents…

Openreach onboards AI agents in bid to cut missed appointments

Customer service lead Chris Herbert talks up ‘unified, proactive, AI-powered’ customer engagement strategy, underpinned by NiCE agents.

Openreach Improves UK Customer Engagement via New Agentic AI Tech

Network operator Openreach (BT), which is busy rolling out their new full fibre broadband network across the UK, claims to have reduced missed engineering appointments and inbound contact volumes by one-third after they adopted proactive AI (Artificial Intelligence) agents from NiCE Cognigy – redesigning customer engagement across some 15 million customer journeys. Just to recap. Openreach is busy investing up to £15bn to deploy their Fibre-to-t…