Virgin Media O2 has introduced Lumi AI, an innovative AI tool designed to enhance customer service by providing real-time insights to agents. This development is part of their comprehensive strategy to transform customer support, aiming to increase satisfaction and reduce complaints significantly. Lumi AI analyzes past interactions, advising agents on how to address specific customer queries effectively. Currently piloted with a dedicated team, it will soon cater to a larger workforce, including a new 500-member team in Manchester.
Furthermore, advances like an AI-powered customer contact center from Amazon Web Services streamline the routing process, boosting first contact resolution by 8%. The technology also assists in identifying vulnerable customers, ensuring tailored support. The Auto Call Summarisation tool captures key discussion points, allowing agents to focus on immediate customer needs efficiently. Alan Stott, Director of Customer Contact, emphasizes that these digital tools enhance human capabilities, driving a consistent, exceptional customer experience.
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