We’ve hit a big milestone this week – Lucy, our virtual Customer Service Advisor, had her millionth conversation with a customer.
We created Lucy to bring the help section of our website to life and make it more than a long section of questions and answers. Built on software provided by Creative Virtual, Lucy has at her disposal the largest knowledge bank of any UK-based Creative Virtual agent and we’ve seen a huge amount of customers ask her questions.
Lucy successfully answers more than 90% of all the questions she’s asked including ‘How do I view my online bill?’, ‘How do I activate my new sim?’ and even ‘What’s your favourite drink?’ More than 60,000 people have been able to fix their problems online by speaking to Lucy, saving them time in getting their query resolved.
We regularly monitor the questions Lucy can’t answer and update her weekly to make sure she can support our customers, whatever their question.
To speak to Lucy now, head to www.o2.co.uk/help.