Case Study: Openreach cuts missed appointments 35% with Cognigy proactive AI agents
Key results
The challenge
Openreach, which runs the UK's national broadband access network, faced high inbound contact volumes and missed engineer appointments, alongside a low Trustpilot rating of 1.6. It wanted to improve the broadband experience across the UK.
The solution
Openreach deployed proactive AI agents built on Cognigy to notify and coordinate with customers ahead of appointments and reduce inbound contact.
“Our proactive AI agents are transforming the broadband experience right across the UK and delivering tens of millions in benefits for Openreach and our customers.”
CHChris HerbertDirector of Customer Service, Openreach
The results, in context
Openreach reported a 35% reduction in missed appointments and about a one-third drop in inbound contact volumes, contributing tens of millions of pounds in annual benefits. Its Trustpilot rating rose from 1.6 to 4.7 across more than 300,000 reviews.