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 ...

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 ...

An O2 customer has been left baffled after having their account "shut" having seen a phone order wrongly deemend to be FRAUD. O2 has come under fire from a customer who wrote into the Guardian ...

Broadband and mobile provider Virgin Media and O2 (VMO2) has today stated that their adoption of AI-based improvements to their automated phone system, as well ...