NiCE announced that Openreach has deployed proactive AI agents from NiCE Cognigy to redesign customer engagement across 15 million customer journeys during one of the U.K.?s large digital infrastructure transformation programs. By shifting from reactive management to AI-driven proactive engagement, Openreach is delivering a more seamless broadband upgrade experience at national scale, 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 has introduced a proactive, automated engagement model that adapts based on live performance signals. Instead of waiting for customers to initiate contact, 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. The impact extends across both customer experience and operations.
In addition to reducing missed appointments and contact volumes, Openreach has lowered repeat contacts, allowing service teams to focus on more complex interactions. 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.
