- Virgin Media O2 new AI voice agent to support selected broadband fault calls
- Human agents remain available to all customers for complex issues and specialist support.
Virgin Media O2 has launched a new AI voice agent to help customers get faster support with selected broadband fault queries, making it easier for people to get the help they need.
Gradual Introduction
The new AI voice agent will be introduced gradually, initially supporting customers with routine broadband fault calls which represent a small proportion of total call volumes.
The technology is designed to help customers resolve simpler issues more quickly, while ensuring human advisors can spend more time on complex or sensitive issues where their expertise and experience matter most, and calls will be monitored.
Virgin Media O2 recently launched a specialist UK-based team of more than 500 skilled customer service agents dedicated to resolving complicated and sensitive issues, including bereavements, complex complaints and support for vulnerable customers. Additionally, advisors are being equipped with digital tools such as Lumi AI, which analyses customer conversations in real time and provides agents with helpful prompts and insights based on millions of previous interactions.
Alan Stott, Chief Operating Officer, Virgin Media O2, said:
“This is about supporting our people, not replacing them. By using AI to help with routine journeys, we can give customers faster support where it makes sense, while freeing up our advisors to focus on the complex, sensitive and human moments where their expertise and experience make the biggest difference.”
Stott continued, “We’ve made real progress improving customer service, from investing in specialist teams and accredited training to rolling out AI tools like Lumi that empower our advisors. But we know there is more to do, and we’ll continue testing, learning and investing so we can deliver even better service for our customers.”
