VMO2 has launched Lumi AI, a proprietary tool designed to enhance customer service by supporting agents in real-time issue resolution. This AI analyzes customer interactions and offers tailored recommendations, improving the personalization and effectiveness of support. Currently in trial across care, telesales, and retention teams, Lumi AI will expand to include VMO2’s new Manchester unit focused on complex support.
This initiative builds on earlier AI investments, including an AWS-powered contact center platform that routes calls effectively, leading to an 8% increase in first-time resolution rates. Additionally, auto call summarization software reduces admin time, streamlining follow-ups.
VMO2 aims to empower its workforce rather than replace it, creating “super-agents” equipped to resolve issues efficiently. With a comprehensive service strategy in place, VMO2 is focused on enhancing customer satisfaction and operational efficiency as the transformation progresses.
The company remains committed to ongoing improvements within its customer service framework.
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