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The co-owner of UK broadband, pay TV and mobile giant Virgin Media (O2), Liberty Global, has today announced that they’ve signed a 3-year “strategic partnership” to adopt Sierra‘s conversational AI platform across their various operating companies, which is intended to make customer interactions “easier, more intuitive and more effective“.
The use of AI chatbots and related solutions in a support setting has become increasingly common over the past few years and is often seen by companies as a way of improving efficiency, while also cutting costs. The latter is perhaps particularly relevant in the UK, where VMO2 has recently been linked to a c.£600m cost cutting plan (here); greater use of AI is already expected to be one of the outcomes from that.
The new framework partnership agreement with Sierra is similarly said to provide Liberty Global’s businesses with a common approach to deploying AI agents “capable of engaging customers in natural language, across chat, voice and text” (Sierra’s website clarifies that its solution can deploy a single AI agent across chat, SMS, voice, ChatGPT, email, and more).