Broadband ISP TalkTalk UK Adopt NiCE’s AI-Powered Customer Service Platform
Debt troubled broadband ISP TalkTalk today claims to have taken “another step forward” in its “mission to become the UK’s most recommended Wi-Fi provider” by adopting a new AI-powered customer service automation platform from NiCE (tough ask in the current climate), which is called CXone Mpower.
The internet access provider sees the new solution, which aims to help them combine multiple existing operating systems into one unified platform, as being part of its wider transformation plans that it says are aimed at “simplifying its business and revolutionising customer experience” (cost-cutting may also be a factor).
Just to be clear, this is more of an internal change than a customer facing one, although subscribers might see some benefits. The new platform will support front-line support agents by “streamlining end-to-end customer service processes” and – through built-in AI technology – “equip them with intelligent automated writing tools and the most relevant answers in real-time“.
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Neil Smith, Chief Operating Officer at TalkTalk, said:
“We are transforming our approach to customer service to meet the expectations of today’s digitally connected customers. Partnering with NiCE will give us a powerful and practical customer service platform powered by AI, enabling us to provide faster resolutions and a better customer experience.”
Darren Rushworth, President of NiCE International, said:
“We are extremely thrilled to be working with TalkTalk at such a pivotal point in their customer service transformation. By unifying operations with CXone Mpower, TalkTalk is eliminating inefficiencies and setting a new benchmark for AI-driven customer service in the UK telecom industry. Their commitment to innovation ensures they remain at the forefront of delivering seamless, scalable, and automated customer experiences. This will be a game-changer for TalkTalk, its customers and employees.”
The goal of such platforms is usually to cut down on the more laborious/repetitive work and thus free up human teams to focus more on other areas, or to tackle a greater number of issues in any given day. In theory, this means “faster response times” and “more accurate resolutions” for customers, although it remains to be seen whether this is something customers will notice.
Still, it makes a change from all the recent doom and gloom stories that seem to emanate from the group’s recent financial woes.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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Customer: “can’t get on line, I think the neighbour has cut through my telephone line as the phone is dead to and I can see a wire hanging’.
Talk Talk support: “Please turn off your router for 30 minutes then turn it back on, and call back if you still have a problem”
AI assisted Talk Talk support: “My name is NiCE, an AI customer service agent assistance program, thank you for reaching out to us today. We recommend that in almost all cases, turning off your router for 30 minutes then back on will resolve the issue. Thank you for contacting Talk Talk, have a nice day”
Five minutes later a text message: Please rate how we did helping you with your enquiry today.
TalkTalk today claims to have taken “another step forward” in its “mission to have the worst customer service of any UK broadband provider” by adopting a new AI-powered customer service automation platform
FTFY
“UK’s most recommended Wi-Fi provider”
“AI-powered customer service”
What is the goal here? If they want to accelerate the company’s demise, these seem to be clear steps towards that. I read these as “we provide even less value for your money!”
If the goal is to keep the company afloat, I don’t think this is the right direction.
I think the fact that they call themselves a “wifi provider” really shows how far the rot has set in.
Not that TalkTalk has ever had great customer service, but a chat bot isn’t going to help them get out of that reputation. No one really wants to use these things, but executives are convinced (read: cost savings by firing humans). Still looking forward to more examples of how someone got their bill down to £0 by “negotiating” with the bot.
Even the statement by this NICE guy reads like they got ChatGPT to write it.
“say you’re making people redundant without saying you’re making people redundant”.
Talktalk : “Ai yes”
Expect their customer base to decline even further then…..
They should be more concerned about the fact that they are on the brink of bankruptcy right now.
So they can lay off 1000’s of customer service employees to make their business look more profitable whilst they sell it off
This is exactly what they’re doing. Chances are, the first ones that go will be their quality analysts who write their knowledge base articles which the agents will rely on.
I thought they were already using AI named Sara judging by my experience of customer service which is rubbish as I was without my internet and landline for 13 days as I tried every day different times to get help finally I was able to text someone my problem which lasted 3 hours 10 minutes as it appeared to me this person was just reading off a script this is what TalkTalk pass off as an ENGINEER!!!
NiCE International probably haven’t been paid yet, they shouldn’t expect to be this financial year!
They probably don’t realise this yet and will end up cutting TalkTalk off when they need the system the most.
They will bump them no doubt like the rest of the bills they are suppose to Openreach. Now TV ETC LOL
I mean this could be good for them if the AI has been trained properly.
My company adopted an AI to run our out of hours support, we trained it for about 6 months before allowing it to deal with real people. Rather than outsourcing to an overseas company.
Being a forward looking techy working within the tech industry, I volunteered to train the model. In testing I only had a couple of instances where there was an issue.
It’s been up and running for a few months now and I’ve been not only asking how it’s going but keeping an eye on our trustpilot reviews and so far we have had no issues, when spoken to by real people (follow up care) people have actually complimented how well it works and how surprised they were.
It works when you take the time to train it and go for an AI company that allows you to do so.
Customer service is shocking, I know I don’t think an AI to will help. I was meant to have FTTP installed today, openreach failed to turn up, every time I phone up Talk Talk customer service I keep getting a different answer. And now they are saying it won’t be done until the 11th of July. And the Gray connection box for fibre is outside my property on the wall. Is this because Talk Talk failed to pay up their bill to openreach on time? Or is it just poor customer service . Also Talk Talk and open reach didn’t inform me that no one was coming out today until I contacted them. I would happily move to a different ISP if I wasn’t still in contract with them.
I also think it’s maybe a fault of Ofcom not having teeth.