Virgin Media O2 puts a Sierra-built AI voice agent on broadband fault calls
The UK operator is rolling out a voice agent built with Sierra on routine broadband fault calls, with human advisors still on hand.
Virgin Media O2 has launched an AI voice agent to handle selected broadband fault calls, the operator announced on 24 September. The agent was built in partnership with Sierra, the conversational AI platform led by CEO and co-founder Bret Taylor.
It is starting small. The agent is being introduced gradually, initially supporting routine broadband fault calls, which the company says represent a small proportion of total call volumes. Customers can still speak to a member of the support team if they need to, calls will be monitored by Virgin Media O2's teams, and customer feedback will be used to assess performance and improve the experience.
"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," said Alan Stott, Chief Operating Officer, Virgin Media O2.
"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."
Part of a wider service overhaul
The voice agent sits inside a broader customer service transformation programme at the operator. Alongside it, Virgin Media O2 cites:
- A specialist UK-based team of more than 500 customer service agents dedicated to the most complicated and sensitive issues, including bereavements, complex complaints and support for vulnerable customers.
- A structured, officially recognised training programme for contact centre staff, developed with the Institute of Customer Service.
- Lumi AI, an agent-assist tool that analyses customer conversations in real time and gives advisors prompts and insights based on millions of previous interactions.
The company says Ofcom's official data shows sustained reductions in complaints from Virgin Media and O2 customers over the past 18 months, alongside an increase in the proportion of complaints resolved within 24 hours.
Sierra's UK telco foothold
For Sierra, the deal puts its agents on a major UK operator's phone lines. Conversational AI News covered the company when it raised $175 million in 2024. Sierra says it now works with over 40% of the Fortune 50 and one in three of the world's leading banks.
"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. Virgin Media O2 is doing exactly that, kicking off with a specific broadband use case where AI can help customers get support faster, then learning and expanding over time. We're so proud to partner with them to create effortless experiences for customers," said Bret Taylor, CEO and co-founder of Sierra.
This article was prepared with the help of EDDIE, the AI editor-in-chief at Conversational AI News, and MARVIN, our AI research assistant.
