As part of its ongoing customer service transformation, Virgin Media O2 has created and launched its own AI tool, Lumi AI, that helps agents by analysing conversations in real-time and providing helpful prompts based on millions of previous conversations on the same topic.

During an interaction with a customer, Lumi AI will advise an agent if a customer may need more information on a specific point, or suggest a specific resolution which helped a different customer with a similar query or issue. It can also be used to recommend products and services that

Currently being piloted among a number of Virgin Media O2 agents across care, telesales and retentions, Lumi AI will be rolled out more widely over the coming months to resolve the most complex and sensitive customer issues.

The launch follows Virgin Media O2’s introduction of other AI tools that have helped to significantly reduce customer complaints – by more than 50 per cent – over the past year.

Alan Stott, Virgin Media O2’s Director of Customer Contact, said: “We know that when a customer needs to contact us – whether over the phone or online – they simply want to get through to us without long delays, they want to ensure we understand their issue and they want a satisfactory resolution as quickly as possible. Through investing in new digital tools and leveraging the expertise of partners, we are making real strides in improving the Virgin Media O2 customer experience. Far from replacing our human workforce, AI technology is helping to create a team of super-agents better equipped and more empowered to resolve customer issues first-time. With complaints falling, and call transfers and waiting times down as well, our transformation strategy is well under way and making good progress, but we can’t afford to stand still. Technology is evolving more rapidly than ever before and we’ll continue to work with our partners to explore new and innovative solutions that deliver a consistently exceptional, industry-leading customer experience.”

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Categories: AI, Articles, Telco

Tags: AI, virgin, Virgin Media O2