NiCE (NICE) announced that Openreach has deployed proactive AI agents from NiCE Cognigy to redesign customer engagement across 15 million customer journeys during one of the U.K.’s largest digital infrastructure transformation programs. By shifting from reactive management to AI-driven proactive engagement, Openreach is delivering a more seamless broadband upgrade experience at national scale, increasing appointment success, reducing inbound contact volumes, and generating operational and commercial value for Openreach and its clients such as Vodafone and Sky.
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