Virgin Media has announced a smart free upgrade that promises to make calling the firm less of a hassle. The Internet Service Provider (ISP) is introducing a new AI-powered voice agent, which it says will help deliver faster support for selected broadband fault queries.
Although that may sound like the stuff of nightmares for anyone who has spent hours on the phone navigating endless menus without ever getting an answer, Virgin says it's designed its system to help customers resolve simpler issues more quickly.
Gradual introduction for routine calls
"The new AI voice agent will be introduced gradually, initially supporting customers with routine broadband fault calls which represent a small proportion of total call volumes," Virgin explained.
"The technology was built in partnership with Sierra, a conversational AI platform, and is designed to help customers resolve simpler issues more quickly."
Human agents remain available
One big bonus of AI is that it frees up Virgin's human agents to advise on more complex issues. Having robots answer calls will certainly worry some, but Virgin is adamant that all customers will still be able to speak to a member of its support team if needed.
The firm recently announced that more than 500 highly skilled customer service agents are now based in the UK, dedicated to resolving the most complicated and sensitive issues, including bereavements, complex complaints and support for vulnerable customers.
COO comments on the change
Speaking about the changes, Alan Stott, Chief Operating Officer, Virgin Media O2, said: "Customers want support that is quick, simple and effective, and our people want the right tools to help them deliver brilliant service. Launching this service is another step forward in our plan to use technology responsibly to improve the customer experience.
"This is about supporting our people, not replacing them. By using AI to help with routine journeys, we can give customers faster support where it makes sense, while freeing up our advisors to focus on the complex, sensitive and human moments where their expertise and experience make the biggest difference.
"We've made real progress improving customer service, from investing in specialist teams and accredited training to rolling out AI tools like Lumi that empower our advisors. But we know there is more to do, and we'll continue testing, learning and investing so we can deliver even better service for our customers."
