Virgin Media O2 Empowers Agents With Lumi AI to Boost Customer Satisfaction and Reduce Complaints

Virgin Media O2 Introduces Lumi AI to Boost Customer Service Efficiency

Virgin Media O2 has launched an AI-powered tool called Lumi AI to support its customer service agents in delivering faster, more personalised assistance. This new technology analyses live conversations and offers agents real-time prompts based on insights drawn from millions of previous interactions. The goal is to help agents address customer needs effectively, suggest relevant solutions, and recommend products that add value to each customer’s package.

How Lumi AI Works

During customer calls, Lumi AI listens and provides agents with timely suggestions—whether it’s highlighting the need for additional information or proposing resolutions that have worked for similar issues. It is currently being tested with selected teams in care, telesales, and retention departments. Plans are underway to expand its use, including with a newly formed 500-strong team in Manchester dedicated to complex cases.

This launch builds on Virgin Media O2’s previous AI initiatives, which have already helped reduce customer complaints by over 50% in the last year.

Investment in AI-Driven Customer Contact Services

Earlier this year, Virgin Media O2 invested in an AI-powered contact centre platform developed by Amazon Web Services. This system allows customers to explain their issue upfront, which then directs them to the most appropriate team. This reduces call transfers and speeds up resolution times.

• First-time resolution rates have improved by 8% in six months.
• 70% of complaints are now resolved within 24 hours.

The platform also equips agents with a comprehensive view of the customer’s history, enabling more sensitive and effective support. Additionally, conversation analysis software flags customers who may be vulnerable or require extra care, allowing for tailored assistance.

Auto Call Summarisation Tool Enhances Agent Efficiency

Another AI tool in use is an Auto Call Summarisation feature that listens during calls and creates concise summaries of key points. This frees agents from note-taking, letting them focus entirely on the conversation. Summaries are reviewed by agents before being sent to customers, ensuring accuracy.

Feedback from agents highlights that this tool saves time on every call, enabling quicker responses to subsequent customer queries and reducing wait times.

Leadership Perspective

Virgin Media O2’s Director of Customer Contact commented that customers expect quick access, understanding, and swift resolution when they contact support.

The use of AI tools does not replace agents but empowers them to become more effective in resolving issues on the first contact. With improvements in complaint rates, call transfers, and waiting times, the company’s customer service transformation is progressing well. However, continuous innovation remains a priority to maintain a high standard of service.

For those in customer support and communications looking to enhance their AI knowledge, exploring practical AI courses can provide valuable skills to implement similar technologies in their organisations. More information on relevant AI training is available at Complete AI Training.