O2 Deploys AI Tools to Boost Customer Service Efficiency
Virgin Media O2 has introduced a new AI-driven system, Lumi AI, to assist customer service agents during live calls. This proprietary tool analyzes conversations in real time and provides agents with helpful prompts and solution suggestions, improving the quality and speed of customer interactions.
Key Points to Know
- Enhanced frontline support: Lumi AI offers instant recommendations to agents, helping them personalize the conversation and resolve issues on the first contact.
- Smarter call handling: Integration with AWS and internal AI tools cuts down call transfers, reduces wait times, and increases resolution rates, with 70% of complaints now closed within 24 hours.
- Focused care for vulnerable customers: AI detects signs of vulnerability during calls, enabling agents to provide appropriate responses. Automated call summaries help agents concentrate fully on the conversation without distraction.
Lumi AI currently serves a pilot group of agents in care, telesales, and retention teams. A broader rollout is planned, including a new 500-person team in Manchester dedicated to managing complex and sensitive cases. This initiative is part of Virgin Media O2’s larger digital transformation strategy, which aims to improve customer service through better digital tools and insights.
In addition to Lumi AI, Virgin Media O2 has implemented an AI-powered contact center platform from Amazon Web Services (AWS). This system allows customers to state their query reason upfront, routing calls directly to the appropriate team and reducing the need for transfers. Since deployment, first-time resolution rates have improved by 8% over six months, and overall complaints have dropped by more than 50% in the past year.
Another AI feature flags when customers may require extra care, helping agents provide more empathetic support. The Auto Call Summarization tool captures key points of the conversation automatically, freeing agents from note-taking and allowing them to give their full attention to solving issues. These summaries are shared with customers after calls for transparency and reference.
Alan Stott, director of customer contact at Virgin Media O2, emphasized the importance of quick, clear, and effective support. He said, “Customers want to reach us quickly, have their issues understood, and receive a resolution promptly. AI tools are helping our agents become more effective, not replacing them.”
Alongside these service improvements, Virgin Media O2 recently secured a spectrum transfer agreement with Vodafone UK, acquiring 78.8 MHz of spectrum for £343 million. This investment is expected to enhance network quality and overall connectivity for users across the UK.
For customer support professionals interested in how AI tools can improve service delivery, exploring training on AI applications in contact centers can be valuable. Courses on AI-driven customer support systems and automation are available through platforms like Complete AI Training.
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