United KingdomTechnology and telecom2026 – ongoing

Openreach

Proactive AI agents for broadband installation appointments

Openreach reduced missed appointments and inbound contacts by one-third, according to NiCE

WorkingVendor case studyVendor ↗

Problem

Broadband upgrades required coordination with customers at national scale. Missed appointments and incoming enquiries added work for service teams.

Approach

Openreach deployed NiCE Cognigy agents to initiate customer conversations before customers contacted support. The agents provided updates and answered questions through text, email and voice. They also carried out actions on customers' behalf.

Results

one-thirdreduction in missed appointments and inbound contact volumes, per NiCEVendor case study[1]

Takeaway

The agents supported appointment coordination before problems generated incoming calls. NiCE reported reductions in both missed appointments and inbound contacts.

Sources

Openreach Uses NiCE Cognigy AI Agents to Upgrade U.K. Broadband Deployment to Deliver Tens of Millions in Financial Benefits for Openreach and its Clients
NiCE7 Apr 2026Vendor publication

Source summaries

[1]NiCE7 Apr 2026

NiCE described proactive customer engagement during Openreach's broadband upgrades. It reported a one-third reduction in missed appointments and inbound contact volumes, alongside financial benefits claimed by Openreach.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026