ISP Octaplus Test New AI Support System with UK Broadband Customers

Internet service provider Octaplus, which sells broadband packages to consumers via various full fibre networks, has today begun an exclusive “early-stage” rollout of their new AI (Artificial Intelligence) powered support system – Ask Octa AI – with a selected group of existing customers.

Consumer sentiment toward the use of AI chatbots tends to be quite mixed, with many viewing it as being more of a negative (i.e. a way of reducing the number of actual humans that are available to provide support over the longer term). On the other hand, if such systems do end up making it quicker and easier for customers to get their issues resolved, then that would still be a positive change.

In this case, Octaplus appear to be deploying a system that will go much deeper than just a standalone chatbot can, not least by “directly [integrating] into the Octaplus digital framework” (e.g. allowing it to have direct interaction with your broadband router).

The goal is to deliver faster account management and improved support, which also means that customers will gain “real-time insights and faster responses through a system that understands their connection, not just their questions“.

Gladstone Gonsalves, CEO of Octaplus, said:

“Ask Octa marks the beginning of a smarter era for broadband. This isn’t about automating conversations; it’s about connecting intelligence to infrastructure. Ask Octa is built into our digital core, giving customers instant access to their broadband performance, account details, and network insights — all powered by AI that truly understands their service.”

The first phase of Ask Octa AI testing has now begun and will initially only be used for certain things, such as allowing customers to manage their accounts more easily and efficiently through AI-powered prompts for billing, usage insights, and parental controls. Customers will also be able to interact directly with their router for real-time diagnostics, connection quality checks, and instant self-serve support via the tool.

All of this is said to be laying the groundwork for Octaplus’ vision of a “fully AI-optimised home experience“, where broadband “adapts intelligently to user habits and household needs“. The internet provider currently plans a full launch in Q1 2026, with expanded AI features scheduled to be introduced throughout the year.