tech
April 10, 2026
NiCE: How AI Agents Boosts Customer Engagement at Openreach
Openreach deployed NiCE Cognigy’s AI agents, driving improved efficiency, while decreasing missed appointments and inbound contact volumes by one-third
TL;DR
- Openreach is deploying AI agents from NiCE Cognigy to transform customer engagement for broadband upgrades.
- The AI agents proactively contact customers through preferred channels, providing real-time updates and resolving issues before they escalate.
- This approach has resulted in a one-third reduction in missed appointments and inbound contact volumes.
- Operational efficiency has increased, allowing service teams to focus on complex tasks.
- Customer satisfaction has significantly improved, with Openreach's Trustpilot rating rising from 2.0 to 4.7.
- The AI-powered model adapts in real time using live performance signals to deliver timely updates and suggestions.
- Automating routine communication reduces pressure on human agents and maintains consistency.
- The deployment demonstrates the measurable outcomes agentic AI can deliver at scale in customer engagement.
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