Original article ISPreview UK:Read More
UK ISP Virgin Media (O2) have this morning followed yesterday’s news from Liberty Global by announcing the expected launch of a new AI voice agent, which will initially be deployed to support selected broadband fault calls (i.e. helping customers get routine issues resolved more quickly) and will later “gradually” be expanded to cater for other issues.
At present the “routine broadband fault calls” that Virgin Media seem to be targeting are only said to represent a “small proportion of total call volumes“, while VMO2 promised that human agents would remain available to support customers with more complex issues. As per yesterday’s news, this is all being built using Sierra’s conversational AI technology.
The launch is said to build on VMO2’s “ongoing customer service transformation“, including its Institute of Customer Service (ICS) partnership, the introduction of a specialist UK-based team (more than 500 strong) for complex customer support needs, Lumi AI tools for advisors, and “wider investment in improving customer experience“.