Virgin Media O2 has launched a new AI voice agent to help customers get faster support with selected broadband fault queries, as part of its ongoing commitment to improving customer service and making it easier for people to get the help they need.
The new AI voice agent will be introduced gradually, initially supporting customers with routine broadband fault calls which represent a small proportion of total call volumes. The technology was built in partnership with Sierra, a conversational AI platform, and is designed to help customers resolve simpler issues more quickly, while ensuring human advisors can spend more time on complex or sensitive issues where their expertise and experience matter most.
Customers will still be able to speak to a member of our support team if they need to. Calls will be carefully monitored by our teams, with Virgin Media O2 using customer feedback to assess performance and improve the experience.
The initiative builds on Virgin Media O2’s wider customer service transformation programme, which is focused on investing in people, simplifying systems and processes, upskilling frontline teams and removing persistent pain points for customers.
Virgin Media O2 recently launched a specialist UK-based team of more than 500 highly skilled customer service agents dedicated to resolving the most complicated and sensitive issues, including bereavements, complex complaints and support for vulnerable customers. Building on this investment, it later collaborated with the Institute of Customer Service on a structured and officially recognised training programme designed to equip contact centre employees with the skills to better manage complex customer interactions and deliver more consistent support.
Virgin Media O2 has also invested in new digital tools to support its advisors, including Lumi AI, which analyses customer conversations in real time and provides agents with helpful prompts and insights based on millions of previous interactions. These tools are helping frontline teams resolve issues more effectively, reduce transfers and provide more personalised support, while keeping human advisors at the heart of customer service.
Alan Stott, Chief Operating Officer, Virgin Media O2, said: “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.”
Together, these initiatives are helping to deliver measurable improvements for customers, with Ofcom’s official data showing sustained reductions in complaints from Virgin Media and O2 customers over the past 18 months, while there’s also been an increase in the proportion of complaints resolved within 24 hours.
Bret Taylor, CEO and co-founder of Sierra, said: “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.”
