- AI Tools for Enhanced Customer Support: Virgin Media O2 (VMO2) CEO Lutz Schüler has clarified that the company’s new AI tools are intended to enhance customer service, not replace human agents.
- Investment in Agent Training: The company is upskilling its agents with additional training to resolve customer issues efficiently on the first contact.
What happened: AI boosts service with human agents
VMO2 has announced the implementation of AI tools to enhance customer service, while reaffirming its commitment to human agents. CEO Lutz Schüler stated that the AI tools are designed to improve service efficiency and support, rather than replace human agents.
The company is also investing in upskilling its agents with additional training to ensure they can resolve the majority of customer issues on the first contact. Schüler highlighted VMO2’s ongoing investment in network infrastructure, with over £5 million spent daily to improve and expand services.
Additionally, the company has seen a significant reduction in Ofcom complaints, with a 48% decrease compared to 2023’s average monthly rate. Over the past three months, 92% of complaints were resolved within 24 hours, and call waiting times have dropped from two minutes in 2023 to just 20 seconds in January.
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Why it’s important
VMO2’s approach to leveraging AI tools while retaining human agents highlights a strategic balance between technological advancement and personalised customer service. This move underscores the importance of enhancing service efficiency without compromising on the human touch, which remains crucial for customer satisfaction.
The significant reduction in Ofcom complaints and improved call handling times demonstrate tangible progress in customer service. Additionally, the launch of VMO2’s next-generation 5G Standalone network for businesses and SMEs underscores the company’s commitment to providing robust connectivity solutions.
