Virgin Media O2 Launches AI Tools for Customer Support Improvement
Virgin Media O2 has introduced a suite of AI tools, including the Lumi AI, to enhance customer support by assisting agents in real-time conversations with customers. The Lumi AI provides real-time prompts, personalized suggestions, and faster issue resolution.
This initiative aims to transform the service model by leveraging digital tools and customer insights. The AI-driven tools have significantly reduced complaint resolution time and improved overall customer support efficiency.
The AI technology, including AI-powered customer contact center platforms, has streamlined call routing, improved first-time resolution rates, and tailored assistance for vulnerable customers. Additionally, the Auto Call Summarization feature generates summaries of key points, enhancing agents’ focus on issue resolution.
Alan Stott, director of customer contact at Virgin Media O2, emphasized the importance of utilizing digital tools to enhance customer experiences and empower support agents.
In a recent deal, Virgin Media O2 secured additional spectrum from Vodafone UK to bolster its network infrastructure and enhance connectivity nationwide.
