Openreach AI tools help cut cancelled full fibre orders by three thousand a month
Openreach is using AI to give customers faster, clearer and more interactive support when Full Fibre installations become complicated – helping to prevent more than 3,000 cancellations every month.
The company is combining two AI capabilities to improve the experience for customers waiting to get connected. Crystal Ball predicts what is likely to happen next when an installation hits a snag, while Ask Me Anything (AMA) allows customers to ask questions in their own words and get immediate answers and reassurance.
Crystal Ball helps broadband providers keep customers better informed when an order runs into difficulties — reducing frustration, cutting avoidable contact and helping more people stay on track to get connected.
When an engineer finds a problem during an installation, Crystal Ball looks at the information available and predicts what type of work is likely to be needed and whether it is expected to take less or more than ten days to complete. That information is then used to send clearer updates via text message, explaining what’s happened, what needs to happen next and when the job is expected to be completed.
Messages are typically sent within 24 hours of an engineer reporting an issue, so customers aren’t left chasing for answers when plans change.
Openreach is also using generative AI through its Ask Me Anything capability to make customer communications more interactive. AMA is used within proactive customer journeys to give customers the opportunity to ask questions in everyday language and receive relevant answers about their installation.
The two capabilities play complementary roles. Crystal Ball uses AI to predict and explain what is likely to happen next on a delayed installation, while AMA adds a conversational element — helping customers get answers to the questions that matter to them without having to chase for an update.
It is a practical use of AI: giving customers and providers better information sooner, and allowing customers to interact with that information, rather than leaving uncertainty to build when an installation becomes more complicated than expected.
Chris Herbert, Director of Customer Service at Openreach, said: “When an installation hits a snag, the worst thing we can do is leave people guessing. Crystal Ball helps us explain what’s happened, what needs to happen next and when we expect the job to be done.
“And we’re going a step further with Ask Me Anything, giving customers the opportunity to ask questions in their own words and get the information and reassurance they need.
“That makes life easier for customers and for the providers we work with. It means fewer people have to chase for updates, and more orders stay on track.
“It’s a good example of AI being used in a practical way — not to replace people, but to give them better information sooner and make it easier to get answers when they need them.”
Most Full Fibre installations are completed smoothly. But a small number are delayed by issues such as blocked underground ducts, complex build requirements or survey findings that change the type or amount of work needed. In the past, those problems could mean missed appointments, repeat visits and uncertainty for customers and providers.
Ask Me Anything and Crystal Ball form part of Openreach’s wider work with AI-driven customer service platform CXone Proactive AI Agent to make customer communications more proactive, predictive and conversational. They sit alongside other Openreach customer experience improvements, including the Change My Appointment tool, which lets customers book or adjust engineer appointments themselves. That tool has helped cut missed appointments by 30 per cent.
Openreach has been working closely with its Communications Provider customers to incorporate their feedback and make sure its customer updates are useful, clear and support the service providers give to their customers.
It is using AI to improve parts of the customer experience where better information can make a real difference. As well as helping more customers complete their orders, these capabilities can reduce avoidable calls and manual work for providers and Openreach teams.
Chris Herbert added: “We’ve built these customer journeys with our provider customers, using their feedback throughout. The aim is simple: clearer updates, easier access to answers, fewer surprises and a better experience for the people waiting to be connected.”
