Lumi AI marks a step in Virgin Media O2’s strategy to strengthen customer relationships by combining human expertise with automation, creating faster, personalised, and reliable service experiences across all touchpoints.
Virgin Media O2 has launched a new AI tool called Lumi AI, designed to support customer care agents during live calls. The tool offers real-time suggestions to help agents respond more effectively and consistently to customer queries.
Lumi AI analyses ongoing conversations and draws on data from past interactions to identify useful prompts. These can include suggesting when to share additional information, proposing resolutions that have worked in similar situations, or flagging when a customer might need extra support.
It can also recommend relevant products or services based on the individual needs of the caller. The tool is part of Virgin Media O2’s broader efforts to improve service quality and reduce complaints, particularly in more complex or sensitive cases.
Alan Stott, Virgin Media O2’s Director of Customer Contact, said, “We know that when a customer needs to contact us – whether over the phone or online – they simply want to get through to us without long delays, they want to ensure we understand their issue and they want a satisfactory resolution as quickly as possible.
“Through investing in new digital tools and leveraging the expertise of partners, we are making real strides in improving the Virgin Media O2 CX. Far from replacing our human workforce, AI technology is helping to create a team of super-agents better equipped and more empowered to resolve customer issues first-time.
The company stated that complaints, call transfers, and waiting times have all dropped since deploying AI-driven support tools. This indicates improvements in customer journeys and reflects growing trust in the brand’s service channels.
“Technology is evolving more rapidly than ever before and we’ll continue to work with our partners to explore new and innovative solutions that deliver a consistently exceptional, industry-leading CX,” added Alan Stott.
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