Virgin Media O2 Introduces AI Tools for Customer Support
Virgin Media O2 has launched a suite of AI tools to support its customer service agents better, with a focus on users with complex needs. The centerpiece is the Lumi AI tool designed to aid agents during calls by providing real-time prompts and suggestions.
These new tools improve call handling efficiency and personalize customer interactions. By leveraging AI innovations from AWS and in-house developments, the company has seen a significant increase in issue resolution rates and reduced complaint closure time.
A key feature of Lumi AI is its ability to detect vulnerabilities in customers, enabling tailored support. It also offers automated call summaries to aid agents in focusing on customer needs.
The company’s digital investment strategy includes a comprehensive approach to enhance service through technology. Alongside Lumi AI, Virgin Media O2 is implementing AI-driven systems like the AWS-powered contact center platform, streamlining call routing and resolving queries effectively.
