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Openreach onboards AI agents in bid to cut missed appointments
Joe Purnell2026-04-08T12:05:00
Source: Openreach
Customer service lead Chris Herbert talks up ‘unified, proactive, AI-powered’ customer engagement strategy, underpinned by NiCE agents.
This article includes:
- Themes: Agentic AI; Customer‑experience automation; PSTN migration; Missed‑appointment reduction; Synthetic agents; Proactive engagement; Fibre migration; CX transformation; AI‑driven operations; Trustpilot improvement.
- People: Chris Herbert; Jeff Comstock; James Lilley; Surinder Khatter.
- Geographic: UK.
- Organisations: Openreach; BT; NiCE; Cognigy; DTCP; Trustpilot.
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