Virgin Media O2 has introduced a new AI voice agent to support selected broadband fault calls, helping customers get faster help with routine issues. The tool frees up human customer service agents, who remain available to all customers, to focus on more complex issues that require specialist support.

The AI voice agent is being introduced gradually, initially supporting routine broadband fault calls that represent a small share of total call volumes. Built in partnership with Sierra, a conversational AI platform, customers can still speak to a support team member if needed, with calls monitored and feedback used to assess performance.

The structural driver behind the rollout is freeing human advisors from routine broadband fault queries so they can spend more time on complex or sensitive issues, including bereavements and support for vulnerable customers, where their expertise matters most.

The initiative builds on Virgin Media O2's wider customer service transformation programme, which includes a specialist UK team of more than 500 agents dedicated to complex and sensitive issues, training developed with the Institute of Customer Service, and Lumi AI, which analyses advisor conversations in real time to provide prompts based on past interactions.

"Customers want support that is quick, simple and effective, and our people want the right tools to help them deliver brilliant service," said Alan Stott, Chief Operating Officer at Virgin Media O2. "This is about supporting our people, not replacing them, while freeing up our advisors to focus on the complex, sensitive and human moments."

"The companies getting the most from AI start with a clear business goal and use AI to reach it, rather than approaching AI as a standalone project," said Bret Taylor, CEO and co-founder of Sierra. Virgin Media O2 said Ofcom data shows sustained reductions in complaints from Virgin Media and O2 customers over the past 18 months, alongside a rising share of complaints resolved within 24 hours.

For the sector, the rollout reflects growing use of AI voice agents to triage routine service queries in UK telecoms, positioning automation as a way to protect capacity for complex and sensitive customer interactions rather than replace human advisors.

Source: Virgin Media O2