NICE announced that it has deployed its Cognigy AI agents at Openreach, a unit of the British Telecom Group, as part of the United Kingdom’s largest digital‑infrastructure transformation program. The deployment redesigns customer engagement across 15 million customer journeys, shifting Openreach from a reactive management model to an AI‑driven proactive engagement framework that supports the national fibre‑upgrade effort.
The new AI‑enabled system delivers tens of millions in financial benefits for Openreach and its customers by improving appointment success, reducing inbound contact volumes, and providing clearer communication during the complex upgrade. The shift to proactive engagement is expected to streamline operations and enhance the broadband experience for millions of users.
Chris Herbert, Openreach’s director of customer service, said, “Our proactive AI agents are transforming the broadband experience across the U.K. and delivering tens of millions in financial benefits for Openreach and our customers. By moving to proactive, AI‑driven engagement, we’ve improved appointment success, optimized operations, and given customers greater clarity during a complex national upgrade. At this scale, that combination of efficiency and trust makes a meaningful difference.”
Jeff Comstock, president of CX product and technology at NICE, added, “AI is redefining how organizations engage customers, shifting from reactive service to intelligent, proactive orchestration. This deployment demonstrates how agentic AI can deliver measurable outcomes at scale, enabling organizations to automate complex interactions while maintaining trust, inclusivity and control.” The deployment underscores NICE’s position as the only fully AI‑native customer‑experience platform and highlights the commercial value of its Cognigy acquisition, which is expected to contribute 200 basis points to 2026 cloud revenue growth.
The partnership aligns with Openreach’s full‑fibre rollout and national broadband upgrade, positioning NICE as a key enabler of large‑scale digital transformation. The deployment demonstrates the scalability of NICE’s AI platform and reinforces the company’s strategy to drive growth through agentic AI capabilities.”
revised_sentiment_rating":0} }
The content on EveryTicker is for informational purposes only and should not be construed as financial or investment advice. We are not financial advisors. Consult with a qualified professional before making any investment decisions. Any actions you take based on information from this site are solely at your own risk.