Virgin Media O2 claims to have cut customer complaints by over 50 percent in the past year.
The claim comes as the network has just launched a new AI too called Lumi AI, to provide real-time insights and suggestions for customer service operators during customer interactions.
The tech analyses live conversations and outcomes of from millions of past customer engagements to give agents relevant prompts. If a customer needs clarity on a particular issue, the AI tool may recommend a solution based on similar past cases.
Lumi AI is being trialled across Virgin Media O2’s customer care, telesales and retentions teams and is set for wider rollout and integration into the 500-person customer resolution hub in Manchester, which handles complex cases.
Lumi AI is the latest in a series of AI-led initiatives by the company. Earlier in 2025, Virgin Media O2 adopted an Amazon Web Services-powered smart contact centre system. This allows customers to state the reason for their call upfront and be routed directly to the most relevant team. Since its introduction, the business says it has seen an eight per cent increase in first-time resolution and now resolves 70 per cent of complaints within 24 hours.
“These technologies aren’t replacing people, they’re empowering them to become more effective”
The AI platform gives agents a view of a customer’s history, including past issues and interactions. Additional tools analyse conversations to help identify vulnerable customers or those with additional needs, allowing agents to tailor their support more effectively.
An Auto Call Summarisation tool listens to conversations and generates concise summaries of the key points discussed to ensures accurate records are shared with both agent and customer after the call.
Alan Stott, Director of Customer Contact at Virgin Media O2, said: “Customers want to get through to the right person, be understood, and have their issue resolved as quickly as possible. Our investment in AI and digital tool is delivering just that. These technologies aren’t replacing people, they’re empowering them to become more effective in every customer interaction. We’ll continue to explore innovations that help us deliver an exceptional customer experience.”
