As part of its ongoing customer service transformation, Virgin Media O2 has created and launched its own AI tool, Lumi AI, that helps agents by analysing conversations in real-time and providing ...

Telefónica, the parent organisation behind the O2 mobile network, will implement Nokia Software’s Service Operation Center (SOC) platform in its UK business over the next 18 months as it transitions ...

Crave can exclusively reveal the malaise at the heart of O2 customer support. The mobile network's problems, we have discovered, stem from a peculiar recruitment policy -- namely offering employment ...

O2 has implemented new features on its UK mobile network designed to analyse the activity of customers in real time and make changes to the network on the fly to optimise their experience. The mobile ...

Virgin Media O2 has created a new specialist team of more than 500 multiskilled and fully converged customer care agents to support UK customers with issues across both fixed (broadband, landline and ...

The telecoms giant revealed to This Is Money last year that it spent £1million on customer serviceevery day but was eyeing ...