Openreach says AI is helping to prevent more than 3,000 full fibre order cancellations every month by giving broadband providers and their customers faster, clearer and more interactive support when installations hit a snag.
It has achieved this through two complementary AI capabilities, Crystall Ball and Ask Me Anything.
Crystal Ball analyses available information when an engineer encounters a problem with an installation and predicts what work is likely to be needed and whether it will take more or less than ten days to complete. Within 24 hours of an engineer reporting an issue, the customer is sent updates via text message explaining what’s happened, what needs to happen next and when the job is expected to be completed.
Ask Me Anything (AMA) allows customers to ask questions about their installation in everyday language and receive immediate and relevant answers without having to chase for an update.
Ask Me Anything and Crystal Ball are enabled by Openreach’s AI-driven customer service platform CXone Proactive AI Agent, which also includes a Change My Appointment tool that lets customers book or adjust engineer appointments themselves, helping to reduce missed appointments by 30%.
