How Openreach uses Cognigy
Openreach uses proactive AI agents to contact broadband customers by SMS, email or phone during a national network upgrade. The agents explain the upgrade, answer questions, and reschedule or bring forward appointments through self-service.
View captured proofThe use case: how Openreach deploys Cognigy
Openreach uses proactive AI agents to contact customers by SMS, email, or phone during the UK's national broadband network upgrade. The agents explain the upgrade, answer questions, and reschedule appointments through self-service.
More reported results
Figures published in Cognigy’s case study. They are not independently measured by usedby.
Inbound contact volumes dropped by roughly one-third
which started at 2.0 before AI implementation and now sits at 4.7 out of 5
In the customer’s words
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.Cognigy users in Telecommunications
Companies in the same sector, with public evidence.
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Go straight to the source
Based on Cognigy’s published case study. We check the public evidence; the results are reported by the vendor.
cognigy.com- Last checked
- Oct 3, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 35%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Openreach.
- Openreach uses CognigyChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Missed deployments dropped by more than 35%. Fewer engineers were sent out unnecessarily, and the whole process became smoother and more efficient for customers.