# How Openreach uses Cognigy

**35%** Reduction in missed deployments

As published on [cognigy.com](https://www.cognigy.com/case-study/openreach). Captured by usedby on 2026-10-02.

- Company: [Openreach](https://www.usedby.ai/companies/openreach.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Telecommunications](https://www.usedby.ai/companies/industry/telecommunications.md)

## The 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.

Summary written by usedby from the source page, in English. The figures are those of Cognigy and Openreach, not ours.

> Missed deployments dropped by more than 35%. Fewer engineers were sent out unnecessarily, and the whole process became smoother and more efficient for customers.

- **one-third**: “Inbound contact volumes dropped by roughly one-third”
- **4.7 out of 5**: “which started at 2.0 before AI implementation and now sits at 4.7 out of 5”

> 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.
>
> Chris Herbert, Director of Customer Service

Source: [cognigy.com](https://www.cognigy.com/case-study/openreach), captured 2026-10-02.

## Cognigy users in Telecommunications

- [BICS](https://www.usedby.ai/companies/bics.md) — Confirmed
- [Mobily](https://www.usedby.ai/companies/mobily.md) — Confirmed
- [Nuuday](https://www.usedby.ai/companies/nuuday.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-10-03.

- Checked: the figure 35% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Openreach.
- Checked: Openreach uses Cognigy. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/openreach-cognigy · How we check: https://www.usedby.ai/methodology