VMO2 unveiled its new proprietary AI tool designed to support customer service agents and improve issue resolution as part of its broader service transformation strategy.
Lumi AI analyses customer interactions in real-time and offers agents recommendations based on a bank of previous conversations. The system suggests appropriate responses to inputs, potential resolutions and relevant product offers, aiming to deliver more personalised and effective support.
Currently being trialled across care, telesales and retention teams, the AI tool is set for broader rollout in the coming months, including amongst the company’s new Manchester-based unit focused on complex customer support.
The move builds on VMO2’s investment in an array of AI tools introduced earlier this year. These include a contact centre platform powered by Amazon Web Services (AWS) which automatically routes calls to the most suitable team based on a customer’s query. According to the company, this tool has contributed to an 8 per cent increase in first-time resolution rates over the last six months. Other tools include auto call summarisation software to compile conversation highlights for agents, cutting admin time and speeding up customer follow ups.
Alan Stott, director of customer contact at VMO2, noted that “far from replacing our human workforce”, the company’s use of AI aims to “create a team of super-agents better equipped and more empowered to resolve customer issues first-time”.
VMO2 has outlined a four-pronged customer service overhaul, with CEO Lutz Schuler stating in February it aims to boost customer satisfaction and operational efficiency.
“With complaints falling, and call transfers and waiting times down as well, our transformation strategy is well under way and making good progress, but we can’t afford to stand still,” Scott added.
