O2 pointed out that the central presence of the rollout is a unique AI tool called Lumi AI. Its main function is to assist customer service agents during calls by analyzing the conversation in real time
In short – what you need to know:
AI transforms frontline support – Virgin Media O2's new Lumi AI tool offers real-time prompts and resolution suggestions for human agents, enhancing personalization, speed, and first-time problem resolution.
Faster and smarter call handling – Tools from AWS and internal innovations reduce transfers, lower latency and increase resolution rates. 70% of complaints are closed within 24 hours.
Proactive care of vulnerable users – The new software detects signs of vulnerability during calls and allows for customized assistance, but an automated call summary will ensure that agents are fully focused on each customer.
UK carrier Virgin Media O2 has launched a new suite of new AI tools aimed at improving how human agents support customers, especially those with complex or vulnerable needs.
In the release, Telco pointed out that the center of the rollout is a unique AI tool called Lumi AI. Its main function is to analyse the conversation in real time, assisting customer service agents during calls and providing useful prompts and resolution suggestions while the agents talk to customers. For example, if it appears that a customer needs further explanation on a particular topic, Lumi can guide the agent to provide clarification. They can also recommend potential resolutions that worked in similar cases, or products or services that suit the needs of the customers.
The tool is currently being piloted by a selection group of Virgin Media O2 agents working on care, telesales and retention. A wider deployment is planned over the coming months, including a new 500 customer service team based in Manchester, and a new 500 customer service team who will be tasked with handling complex and sensitive cases.
Lumi AI is part of a larger digital investment strategy introduced earlier this year by Virgin Media O2. The initiative includes a four-pillar approach to transforming a company's service model using digital tools and improved customer insights.
Virgin Media O2 also uses other new AI-driven systems. One example is Amazon Web Services (AWS) AI-powered customer contact center platform implemented in 2025. This platform allows customers to state the reason for the query when they start a call and route it to the most relevant team. Since its launch, the platform has improved the percentage of “first-time resolutions.” This has increased by 8% over the past six months. Additionally, 70% of complaints were resolved within 24 hours.
Virgin Media O2 also highlighted that these tools have helped reduce overall complaints by more than 50% over the past year.
Additionally, new AI software is being used to flag customers when they are vulnerable or require special care. These insights allow agents to provide more customized support. Another tool, Autocall's summary feature, listens to the conversation and generates an accurate summary of key points. This means that agents no longer have to take detailed notes during calls and allow them to focus completely on dealing with customer issues. The summary is made available to the agent at the end of the conversation and is also sent to the customer for recording.
Alan Stott, Director of Customer Contacts for Virgin Media O2, said: “When customers need to contact us by phone or online, they just want to get through without long delays and understand the issue.
“We are seriously committed to improving the customer experience of Virgin Media O2 by investing in new digital tools and leveraging the expertise of our partners. A far from replacing the human workforce, AI Technology is helping us create a team of super agents to solve customer problems for the first time,” he added.
Last month, Virgin Media O2 announced a spectrum transfer agreement with rival operator Vodafone UK, confirming that Virgin Media O2 will acquire 78.8 Megahertz of 78.8 Megahertz on £343 million investment.
Carrier said the new spectrum will help substantially strengthen the network's location and improve the connectivity experience for consumers and businesses across the country.
