Virgin Media O2 puts AI voice bot on broadband support calls

Virgin Media O2 is using an AI voice agent on broadband fault calls covering routine problems that can be diagnosed without reaching a human adviser.

Customers who need further assistance will still be able to speak to a member of the support team.

The voice agent was developed with conversational AI company Sierra. It is being trialled its performance and customer feedback is monitored.

Virgin Media O2 uses AI to assist its customer service staff through Lumi. This analyses conversations in real time and gives advisers prompts and information based on previous customer interactions.

The new voice agent puts AI directly in conversation with customers rather than keeping it behind the human adviser.

Chief operating officer Alan Stott said the technology was intended to support rather than replace employees.

“This is about supporting our people, not replacing them cBy using AI we can give customers faster support while freeing up our advisors to focus where their expertise and experience make the biggest difference.”

Virgin Media O2 says Ofcom data shows complaints have fallen over the past 18 months, with most now being resolved within 24 hours.

Sierra chief executive and co-founder Bret Taylor (below) said the operator was starting with a specific broadband support application to learn from the deployment before expanding its use.

If customers accept AI dealing with relatively straightforward faults, the same model could be extended across high-volume customer service interactions.

If AI can successfully deal with routine troubleshooting operators could reduce pressure on contact centres while allowing employees to concentrate on problems requiring specialist knowledge.