Case Study: Openreach cuts missed appointments by 35% with NiCE Cognigy proactive AI

Openreach cuts missed appointments by 35% with Cognigy

Openreach, part of British Telecom, faced a fragmented communication process during a national broadband network upgrade, leading to missed appointments, operational inefficiency, and risk for vulnerable customers. To address this, they partnered with Cognigy to deploy its NiCE AI Agents for a unified, proactive customer engagement strategy.

Cognigy's solution used proactive AI agents to reach customers via SMS, email, or phone, explaining upgrades and managing appointments. This resulted in a 35% reduction in missed appointments, a third fewer inbound contacts, and tens of millions in annual benefits. Openreach's Trustpilot rating also dramatically improved from 1.6 to 4.7.

Openreach