Allana Barber

EMEA Principal Partner Development: Strategic Consulting & Business Transformation Amazon Web Services

Summit Day One - Tuesday, 6th October 2026 [CET]

14:35 Masterclass: From Queue to Resolution in Under Two Minutes: How Community Fibre Deployed Agentic Voice AI to Autonomously Resolve Broadband Support Calls

When London's fastest-growing full-fibre broadband provider needed to scale technical support without scaling headcount, they turned to Reply and Amazon Connect to reimagine the customer experience. AWS & Reply share how they built and deployed a production agentic voice AI solution powered by Amazon Nova Sonic that autonomously handles broadband troubleshooting, from live device diagnostics and speed tests to replacement hardware and engineer visits. Learn how Community Fibre moved from concept to production and the impact on resolution speed, containment rates and customer satisfaction.

Learning Objectives

• Understand how agentic voice AI can move beyond deflection to autonomously resolve customer issues end-to-end

• Explore how real-time system integration with diagnostics, provisioning and scheduling systems enables autonomous decision-making

• Learn the architectural and implementation decisions that enabled Community Fibre to move from proof of concept to live production

Key Takeaways

• Learn how voice AI can autonomously resolve calls end-to-end, rather than simply routing or deflecting them

• Discover how connecting AI to live diagnostics, provisioning APIs and scheduling systems transforms it into a decision-making agent

• Understand the measurable impact on resolution speed, containment and customer satisfaction

Check out the incredible speaker line-up to see who will be joining Allana.

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