Virgin Media O2 is advancing their customer service with groundbreaking artificial intelligence. The U.K. carrier has integrated a suite of AI tools designed to assist human agents, especially when handling complex or sensitive customer cases. At the heart of this transformation is Lumi AI, a proprietary tool providing real-time assistance by analyzing conversations during calls and offering agents helpful prompts for resolutions.
This tool aims to personalize interactions and ensure issues are resolved more effectively on the first call. By suggesting solutions based on past successful cases, Lumi AI enhances the customer experience, allowing agents to provide more tailored support. Currently in pilot testing among selected agents, the wider rollout will include a new 500-person team dedicated to complex cases in Manchester.
This AI tool deployment is part of a larger digital strategy for the company, emphasizing the integration of advanced digital tools and customer insights. Moreover, the carrier utilizes other AI-driven platforms, such as an AI-powered contact center by Amazon Web Services. This system streamlines call handling by directing customers immediately to the appropriate department, enhancing the resolution rate and minimizing the call transfer rate.
The impact has been significant; since deployment, the rate of “first time resolution” has increased by 8%, with 70% of complaints now resolved within 24 hours. Besides, overall complaints have been cut by half over the past year, showcasing notable efficiency gains.
Additionally, the carrier has implemented software capable of discerning vulnerabilities in customer calls, allowing more specialized support. An Auto Call Summarization feature also reduces the need for detailed note-taking during calls, providing agents with conversation summaries afterward so they can focus on resolving issues more effectively.
Alan Stott, director of customer contact at Virgin Media O2, remarked, “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.” He emphasized that AI tools bolster customer experience by empowering super-agents equipped to solve issues efficiently.
