Virgin Media and O2 'pilot' big change with millions of customers set to benefit - Birmingham Live

Virgin Media unleashes AI 'super-agents' to cut long waiting time as it overhauls customer service

Virgin Media has turned to cutting-edge Artificial Intelligence (AI) to bolster its customer service. The broadband and telly firm was spurred into action after a damning report from Ofcom revealed that it had 2x the number of customer complaints, compared with the industry average for broadband. In the wake of the data, a spokesperson for Virgin Media stated: “Our number one priority is to provide an excellent service to our customers, and we a…

Virgin Media and O2 'pilot' big change with millions of customers set to benefit - Birmingham Live

Virgin Media O2 has created and launched a new AI tool, Lumi AI, to help customer service agents provide faster, more effective and more personalised customer service.

Virgin Media O2 launches new AI tools to supercharge customer services - Directors Club News

As part of its ongoing customer service transformation, Virgin Media O2 has created and launched its own AI tool, Lumi AI, that helps agents by analysing conversations in real-time and providing helpful prompts based on millions of previous conversations on the same topic. During an interaction with a customer, Lumi AI will advise an agent … Continue reading Virgin Media O2 launches new AI tools to supercharge customer services → The post Virgin…

Virgin Media O2 UK to Boost Customer Service with New Lumi AI Tool

Broadband ISP and mobile operator Virgin Media and O2 (VMO2) has this morning informed ISPreview that they’ve created and launched a new AI (Artificial Intelligence) tool, Lumi AI, which aims to “drive its customer service turnaround strategy” by helping customer service agents to provide “faster, more effective and more personalised” support. At present VMO2 already uses some other AI tools for different tasks (more on this later), which the co…