Openreach proactive broadband journey agents
Openreach uses NiCE agents to orchestrate broadband install and repair journeys across SMS, email, and voice for end customers.
Author: NiCE
What was done
Openreach built a proactive engagement layer to communicate directly with end customers across a wholesale network of roughly 700 communication providers. NiCE Proactive AI Agent runs multi-day, multi-channel journeys that confirm appointments, offer rescheduling, provide installation guidance, trigger engineer visits when needed, and write back to operational systems. NiCE AI Agents add voice and generative interactions, while a vulnerability layer detects safety-sensitive connectivity issues. NiCE reports more than 1.1 million monthly customer journeys, 95% end-to-end containment, 90,000 wasted engineer visits avoided each year, and NPS moving from roughly zero to plus sixty-five.