O2 famous that the centerpiece of the rollout is a proprietary AI device known as Lumi AI. Its essential operate is to help customer support brokers throughout calls by analyzing conversations in actual time
In sum – what it’s essential know:
AI transforms frontline help – Virgin Media O2’s new Lumi AI device affords real-time prompts and determination options to human brokers, enhancing personalization, velocity, and first-time problem decision.
Sooner, smarter name dealing with – Instruments from AWS and in-house improvements scale back transfers, shorten ready occasions, and enhance 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 absolutely on every buyer.
U.Okay. service Virgin Media O2 has launched a brand new suite of synthetic intelligence (AI) instruments geared toward enhancing how human brokers help clients — particularly these with advanced or susceptible wants.
In a launch, the telco famous that the centerpiece of the rollout is a proprietary AI device known as Lumi AI. Its essential operate is to help customer support brokers throughout calls by analyzing conversations in actual time, and provide useful prompts and determination options to brokers whereas they converse with clients. For instance, if a buyer seems to wish extra clarification on a sure subject, Lumi can information the agent to supply clarification. It might probably additionally advocate potential resolutions which have labored in related instances, in addition to services or products which will higher swimsuit the client’s wants, the service defined.
The device 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 instances.
Lumi AI is a component of a bigger digital funding technique that Virgin Media O2 launched earlier this yr. The initiative features a four-pillar strategy to remodeling the corporate’s service mannequin utilizing digital instruments and improved buyer insights.
Virgin Media O2 can be utilizing different new AI-driven techniques. One instance is an AI-powered buyer contact heart platform from Amazon Net Providers (AWS), applied earlier in 2025. This platform lets clients state the explanation for his or her question originally 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% during the last six months. Moreover, 70% of complaints at the moment are resolved inside 24 hours.
Virgin Media O2 additionally highlighted that these instruments have helped minimize total 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 state of affairs or require particular consideration. These insights enable brokers to supply extra tailor-made help. One other device, an Auto Name Summarization characteristic, listens to conversations and generates correct summaries of key factors. This implies brokers not have to take detailed notes throughout a name, permitting them to focus fully on addressing the client’s problem. Summaries are made obtainable to brokers on the finish of the dialog and are additionally despatched to the client for his or her information.
Alan Stott, director of buyer contact at Virgin Media O2, mentioned: “We all know that when a buyer must contact us—whether or not over the cellphone or on-line—they merely need to get by way of to us with out lengthy delays, they need to guarantee we perceive their problem, they usually need a passable decision as shortly as doable.”
“By investing in new digital instruments and leveraging the experience of companions, we’re making actual strides in enhancing the Virgin Media O2 buyer expertise. Removed from changing our human workforce, AI expertise helps to create a workforce of super-agents higher geared up 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 can see Virgin Media O2 purchase 78.8 megahertz of spectrum for an funding of £343 million.
The service mentioned that this new spectrum will materially improve its community place and assist to enhance the connectivity expertise of shoppers and companies throughout the nation.
