Virgin Media O2 launches new AI tools to supercharge customer services and better help most vulnerable customers

• A suite of new AI tools is helping Virgin Media O2’s human agents provide streamlined and effective support to customers faster than ever before, boosting customer satisfaction and reducing complaints
• Virgin Media O2 has created and launched its own AI tool, named Lumi AI, to help agents provide insight-driven, personalised customer service
• The significant investment in new digital tools comes as part of the company’s plans, announced earlier this year, to transform customer service through a comprehensive four-pillar strategy

28 July: As part of its ongoing customer service transformation, Virgin Media O2 has created and launched its own AI tool, Lumi AI, that helps agents by analysing conversations in real-time and providing helpful prompts based on millions of previous conversations on the same topic.

During an interaction with a customer, Lumi AI will advise an agent if a customer may need more information on a specific point, or suggest a specific resolution which helped a different customer with a similar query or issue. It can also be used to recommend products and services that are most likely to be of interest to a customer, enhancing the value they receive from their package.

Currently being piloted among a cohort of Virgin Media O2 agents across care, telesales and retentions, Lumi AI will be rolled out more widely over the coming weeks and months, including in the new 500-strong team recently launched in Manchester to resolve the most complex and sensitive customer issues.

The launch follows Virgin Media O2’s introduction of other AI tools that have helped to significantly reduce customer complaints – by more than 50% – over the past year.

Earlier in 2025, the operator invested in a new AI-powered customer contact centre service, from Amazon Web Services, which is enabling it to better serve customers. It allows a customer to explain the reason for their query at the beginning of the call before instantly routing them to the most relevant team, reducing the likelihood of an agent having to transfer a customer elsewhere. Even in its relatively early stages, this tool has helped to improve ‘first time resolution’, which is up by 8% over the past six months, with 70% of complaints now fully resolved within 24 hours.

The new platform also provides care agents with a holistic view of the customer they are speaking to – for example details of previous interactions or any issues they may have experienced in the past – that helps the agent manage the customer relationship more sensitively.

Meanwhile, new software is being used to analyse conversations and highlight customers that may be vulnerable or have additional needs. With this new insight, Virgin Media O2 can offer enhanced support to those that may need it.

Furthermore, an Auto Call Summarisation tool actively listens to the conversation and concisely captures the salient points discussed. This allows the agent to focus solely on meeting the customer’s needs, eliminating the need to take comprehensive notes, which are instead presented to them at the end of the call before being sent to the customer. Agent feedback shows these summaries are incredibly accurate and, crucially, they save agents time on every call, allowing them to reinvest that and have more effective conversations or pick up the next customer query more quickly, reducing waiting times.

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 customer experience. 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.

“With complaints falling, and call transfers and waiting times down as well, our transformation strategy is well under way and making good progress, but we can’t afford to stand still. 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 customer experience.”