Openreach has deployed AI to give customers clearer, interactive support when full fibre installations run into problems, helping prevent more than 3,000 cancellations every month.The company combines two AI capabilities, Crystal Ball and Ask Me Anything, to keep customers informed and answer their questions while an installation is delayed.

Detailed in the announcement, Openreach is a London-headquartered fixed-line telecoms infrastructure provider and wholly owned subsidiary of BT Group. Crystal Ball predicts what type of work is likely needed when an engineer finds a problem and whether it will take more or less than 10 days, sending customers a text update typically within 24 hours.

The structural driver behind the tools is the uncertainty created when installations hit unexpected snags such as blocked underground ducts, complex build requirements or survey findings that change the scope of work, previously leaving customers and providers facing missed appointments and repeat visits.

"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," said Chris Herbert, director of customer service at Openreach. "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."

Ask Me Anything uses generative AI to let customers ask questions in everyday language within proactive customer journeys, complementing Crystal Ball's predictive updates. The two capabilities form part of Openreach's wider work with AI-driven customer service platform CXone Proactive AI Agent, alongside tools such as Change My Appointment, which has cut missed appointments by 30 per cent.

Openreach is a wholly owned subsidiary of BT Group plc, which trades on the London Stock Exchange under the ticker BT.A. Openreach reported revenue of more than £6.0 billion and operating income of more than £3.8 billion in its most recent financial year, employing more than 24,000 people.

For the sector, the rollout reflects growing use of predictive and conversational AI to manage customer uncertainty during complex service delivery, reducing avoidable contact and manual work for both infrastructure providers and the retail brands that sell on their networks.

Source: commsbusiness.co.uk / BT Group