{"id":42263,"date":"2025-07-01T08:02:05","date_gmt":"2025-07-01T07:02:05","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=42263"},"modified":"2025-11-11T12:11:26","modified_gmt":"2025-11-11T12:11:26","slug":"broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/07\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html","title":{"rendered":"Broadband ISP TalkTalk UK Adopt NiCE’s AI-Powered Customer Service Platform"},"content":{"rendered":"

Debt troubled broadband ISP TalkTalk<\/a> today claims to have taken “another step forward<\/em>” in its “mission to become the UK\u2019s most recommended Wi-Fi provider<\/em>” by adopting a new AI-powered customer service automation platform from NiCE (tough ask in the current climate), which is called CXone Mpower.<\/p>\n

The internet access provider sees the new solution<\/a>, 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<\/em>” (cost-cutting may also be a factor).<\/p>\n

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<\/em>” and \u2013 through built-in AI technology \u2013 “equip them with intelligent automated writing tools and the most relevant answers in real-time<\/em>“.<\/p>\n

Neil Smith, Chief Operating Officer at TalkTalk<\/a>, said:<\/strong><\/p>\n

\u201cWe are transforming our approach to customer service to meet the expectations of today\u2019s 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.\u201d<\/p><\/blockquote>\n

Darren Rushworth, President of NiCE International, said:<\/strong><\/p>\n

\u201cWe are extremely thrilled to be working with TalkTalk<\/a> 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.\u201d<\/p><\/blockquote>\n

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<\/em>” and “more accurate resolutions<\/em>” for customers, although it remains to be seen whether this is something customers will notice.<\/p>\n

Still, it makes a change from all the recent doom and gloom stories that seem to emanate from the group’s recent financial woes.<\/p>\n","protected":false},"excerpt":{"rendered":"

Debt troubled broadband ISP TalkTalk today claims to have taken “another step forward” in its “mission to become the UK\u2019s 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.<\/p>\n","protected":false},"author":1,"featured_media":28109,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[2722,74],"class_list":["post-42263","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-artificial-intelligence","tag-talktalk"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/114776698259020081","error":""},"yoast_head":"\nBroadband ISP TalkTalk UK Adopt NiCE's AI-Powered Customer Service Platform - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Debt troubled broadband ISP TalkTalk today claims to have taken "another step forward" in its "mission to become the UK\u2019s most recommended Wi-Fi provider"\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2025\/07\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Broadband ISP TalkTalk UK Adopt NiCE's AI-Powered Customer Service Platform - ISPreview UK\" \/>\n<meta property=\"og:description\" content=\"Debt troubled broadband ISP TalkTalk today claims to have taken "another step forward" in its "mission to become the UK\u2019s most recommended Wi-Fi provider"\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ispreview.co.uk\/index.php\/2025\/07\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html\" \/>\n<meta property=\"og:site_name\" content=\"ISPreview UK\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:published_time\" content=\"2025-07-01T07:02:05+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-11T12:11:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2021\/08\/nggallery_import\/TalkTalk-Logo-on-Blue-Wall.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1182\" \/>\n\t<meta property=\"og:image:height\" content=\"1000\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Mark Jackson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ispreview\" \/>\n<meta name=\"twitter:site\" content=\"@ispreview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Jackson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2025\\\/07\\\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2025\\\/07\\\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html\"},\"author\":{\"name\":\"Mark Jackson\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#\\\/schema\\\/person\\\/de66a8b4e937c21c80e443d1bf9c35d5\"},\"headline\":\"Broadband ISP TalkTalk UK Adopt NiCE’s AI-Powered Customer Service Platform\",\"datePublished\":\"2025-07-01T07:02:05+00:00\",\"dateModified\":\"2025-11-11T12:11:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2025\\\/07\\\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html\"},\"wordCount\":384,\"commentCount\":14,\"publisher\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2025\\\/07\\\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.ispreview.co.uk\\\/wp-content\\\/uploads\\\/2021\\\/08\\\/nggallery_import\\\/TalkTalk-Logo-on-Blue-Wall.jpg\",\"keywords\":[\"Artificial Intelligence\",\"TalkTalk\"],\"articleSection\":[\"ISP News\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2025\\\/07\\\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2025\\\/07\\\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2025\\\/07\\\/broadband-isp-talktalk-uk-adopt-nices-ai-powered-customer-service-platform.html\",\"name\":\"Broadband ISP TalkTalk UK Adopt NiCE's AI-Powered Customer Service Platform - 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