Openreach AI tools prevent 3,000 UK full fibre broadband cancellations a month

Network access provider Openreach (BT) has today revealed that their recent adoption of two new and complementary AI (Artificial Intelligence) tools, which provide customers with clearer updates and immediate answers, are now helping to prevent more than 3,000 Full Fibre (FTTP) broadband cancellations every month.

The two tools reflect those we’ve written about before, including Crystal Ball, which predicts what is likely to happen next when a broadband installation hits a snag, and Ask Me Anything (AMA), which allows customers to ask questions in their own words and get immediate answers and reassurance. In the past, certain problems with an install would have meant missed appointments, repeat visits and uncertainty for customers and providers.

Just to give a bit more of an explanation. The Crystal Ball process uses notes from engineers, delay codes, survey outputs, network topology and other information to help inform its model. The process is designed to monitor and predict when Openreach will be able to get complex installations into service (normal installs don’t use this process), which is then fed back to broadband ISPs.

Complex installs may involve extra or unexpected physical or access challenges (e.g. needing to clear blocked cable ducts), which can result in a multi-stage job or higher costs to tackle. The goal of the new tool is thus to better manage expectations and improve customer communication by using that information 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.

Openreach are also harnessing 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.

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.”

Both 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 separately helped cut missed appointments by 30%.