Virgin Media O2 has introduced a new AI-powered voice agent designed to provide customers with faster assistance for specific broadband fault inquiries. This rollout reflects the company’s ongoing commitment to enhancing customer service and streamlining the support process.
The AI voice agent is being deployed in stages, initially focusing on routine broadband fault calls, which currently account for a small percentage of the company’s total call volume.
Developed in collaboration with the conversational AI platform Sierra, the delivery.
Additionally, Virgin Media O2 has invested in digital tools to assist its advisors, including Lumi AI. This system analyzes customer conversations in real time to provide agents with helpful insights and prompts derived from millions of previous interactions. These tools assist frontline teams in resolving issues more effectively, minimizing transfers, and offering more personalized support while ensuring human advisors remain central to the customer service experience.
Collectively, these efforts are driving measurable improvements for customers. Official data from Ofcom indicates a sustained decline in complaints for both Virgin Media and O2 over the past 18 months, alongside an increase in the percentage of complaints resolved within 24 hours.
Alan Stott, Chief Operating Officer, Virgin Media O2
Customers want support that is quick, simple and effective, and our people want the right tools to help them deliver brilliant service. Launching this service is another step forward in our plan to use technology responsibly to improve the customer experience. This is about supporting our people, not replacing them. By using AI to help with routine journeys, we can give customers faster support where it makes sense, while freeing up our advisors to focus on the complex, sensitive and human moments where their expertise and experience make the biggest difference. We’ve made real progress improving customer service, from investing in specialist teams and accredited training to rolling out AI tools like Lumi that empower our advisors. But we know there is more to do, and we’ll continue testing, learning and investing so we can deliver even better service for our customers.
Bret Taylor, CEO and co-founder of Sierra
The companies getting the most from AI start with a clear business goal and use AI to reach it – rather than approaching AI as a standalone project. Virgin Media O2 is doing exactly that, kicking off with a specific broadband use case where AI can help customers get support faster, then learning and expanding over time. We’re so proud to partner with them to create effortless experiences for customers.
