O2 famous that the centerpiece of the rollout is a proprietary AI instrument known as Lumi AI. Its essential operate is to help customer support brokers throughout calls by analyzing conversations in actual time
In sum – what you’ll want to know:
AI transforms frontline help – Virgin Media O2’s new Lumi AI instrument affords real-time prompts and backbone solutions to human brokers, enhancing personalization, pace, and first-time subject decision.
Sooner, smarter name dealing with – Instruments from AWS and in-house improvements cut back transfers, shorten ready occasions, and increase decision charges—70% of complaints at the moment are closed inside 24 hours.
Proactive look after susceptible customers – New software program detects indicators of vulnerability throughout calls, enabling tailor-made help, whereas automated name summaries let brokers focus totally on every buyer.
U.Ok. provider Virgin Media O2 has launched a brand new suite of synthetic intelligence (AI) instruments aimed toward bettering how human brokers help prospects — particularly these with advanced or susceptible wants.
In a launch, the telco famous that the centerpiece of the rollout is a proprietary AI instrument known as Lumi AI. Its essential operate is to help customer support brokers throughout calls by analyzing conversations in actual time, and supply useful prompts and backbone solutions to brokers whereas they converse with prospects. For instance, if a buyer seems to want extra clarification on a sure subject, Lumi can information the agent to supply clarification. It may well additionally suggest potential resolutions which have labored in related circumstances, in addition to services or products which will higher swimsuit the client’s wants, the provider defined.
The instrument is presently being piloted with a choose group of Virgin Media O2 brokers working in care, telesales, and retentions. A wider rollout is deliberate over the approaching months, together with to a brand new 500-person customer support workforce based mostly in Manchester, tasked with dealing with advanced and delicate circumstances.
Lumi AI is an element of a bigger digital funding technique that Virgin Media O2 launched earlier this yr. The initiative features a four-pillar method to remodeling the corporate’s service mannequin utilizing digital instruments and improved buyer insights.
Virgin Media O2 can also be utilizing different new AI-driven programs. One instance is an AI-powered buyer contact heart platform from Amazon Internet Providers (AWS), applied earlier in 2025. This platform lets prospects state the rationale for his or her question firstly of a name, then routes them to probably the most related workforce—minimizing the necessity for brokers to switch calls between departments. Since its launch, the platform has improved the speed of “first time decision,” which is now up 8% over the past six months. Moreover, 70% of complaints at the moment are resolved inside 24 hours.
Virgin Media O2 additionally highlighted that these instruments have helped lower general complaints by greater than 50% over the previous yr.
As well as, new AI software program is getting used to flag when a buyer could also be in a susceptible scenario or require particular consideration. These insights enable brokers to supply extra tailor-made help. One other instrument, an Auto Name Summarization characteristic, listens to conversations and generates correct summaries of key factors. This implies brokers not must take detailed notes throughout a name, permitting them to focus solely on addressing the client’s subject. Summaries are made accessible to brokers on the finish of the dialog and are additionally despatched to the client for his or her data.
Alan Stott, director of buyer contact at Virgin Media O2, stated: “We all know that when a buyer must contact us—whether or not over the telephone or on-line—they merely wish to get by to us with out lengthy delays, they wish to guarantee we perceive their subject, they usually need a passable decision as shortly as doable.”
“By way of investing in new digital instruments and leveraging the experience of companions, we’re making actual strides in bettering the Virgin Media O2 buyer expertise. Removed from changing our human workforce, AI know-how helps to create a workforce of super-agents higher outfitted and extra empowered to resolve buyer points first-time,” he added.
Final month, Virgin Media O2 introduced a spectrum switch settlement with rival operator Vodafone UK that may see Virgin Media O2 purchase 78.8 megahertz of spectrum for an funding of £343 million.
The provider stated that this new spectrum will materially improve its community place and assist to enhance the connectivity expertise of shoppers and companies throughout the nation.