Virgin Media O2 has innovatively launched Lumi AI, an AI-driven tool designed to enhance customer service by analyzing real-time conversations. Lumi AI provides agents with relevant prompts and solutions derived from millions of past interactions, improving customer engagement and satisfaction. This tool, currently tested among select agents, will soon expand to a newly established team in Manchester dedicated to tackling complex customer issues. The introduction of Lumi follows a broader AI initiative that has already cut customer complaints by over 50% in the last year, significantly increasing first-call resolution rates by 8%. Additionally, advanced software now identifies vulnerable customers, ensuring they receive tailored support. An Auto Call Summarisation feature streamlines the conversation process, letting agents focus on customer needs without extensive note-taking. Virgin Media O2’s commitment to leveraging AI not only improves operational efficiency but also enhances the overall customer experience, marking a transformative shift in its customer service strategy.
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