New Way Now: Virgin Media O2’s AI agents deliver quick, personalized assistance with Google Cloud скачать в хорошем качестве

New Way Now: Virgin Media O2’s AI agents deliver quick, personalized assistance with Google Cloud

Featured in this video: Gilles Comeau, Director of AI and Engineering at Virgin Media O2 Executive summary: Virgin Media O2, which unites the UK’s top mobile and media networks, supercharged its customer service with AI agents with Google Cloud. Using Google’s Gemini models, Vertex AI, BigQuery, and Pub/Sub, Virgin Media O2 developed the “Next Best Action and Assist Solution,” a multi-agent system that instantly analyzes and reasons across all available customer information to recommend the best actions to resolve issues — whether over the phone or online. Already, Virgin Media O2 has seen a 9.2% reduction in call handling time and a 26% boost to its Net Promoter Score, meaning faster, more successful customer support. The new solution is not only helping human agents work faster and more effectively, it’s paving the way for exciting new ways to serve customers. AI agents will soon be available through Virgin Media O2’s digital channels, providing even more convenient, personalized service directly to millions of customers. Challenge: On its mission to upgrade connectivity in the UK, Virgin Media O2 wanted to transform its customer service, placing data and AI at the core of its most crucial decisions — from how it invests in and operates its network to how it supports and personalizes their experiences. Solution: After partnering with Google Cloud to transform its data architecture, Virgin Media O2 already had a strong foundation to support data-driven decisions and the latest AI technologies. With Google Field Services’ expert guidance, Virgin Media O2 developed the “Next Best Action and Assist Solution,” a multi-agent system that instantly analyzes and reasons across all available customer information to recommend the best actions to resolve issues. The solution uses Vertex AI to orchestrate and scale hundreds of prediction and fault detection models, with Gemini serving as the intelligent brain, powering AI agents that can query network signals and past interaction data stored in BigQuery and real-time data streams from Pub/Sub to determine the customer’s intent, potential faults, and recommend the best action based on similar resolved issues. Gemini models are also helping automatically personalize after-care customer communications and evaluate call transcripts to extract new insights that can improve best practices for support teams. Results: Virgin Media O2’s new multi-agent system is already serving up big improvements: Call handling times are down by 9.2% and its Net Promoter Score is up 26%. Human care agents now also have easy access to vital customer context, past interactions, and recommendations, enabling them to resolve issues faster and more effectively. Partnering with Google Cloud is also laying the groundwork for even more exciting ways to interact and serve customers: AI agents will soon be available on Virgin Media O2’s digital channels, bringing even more convenient, personalized service directly to millions of customers. Key takeaways and highlights from our interview with Gilles Comeau, Director of AI and Engineering at Virgin Media O2: → “Vertex AI lets us scale hundreds of personalization and faults models using massive streams of network data while ensuring fairness, accountability, and transparency in our decision making. The “next best action and assist solution,” powered by Gemini, is our intelligent brain for customer service. It looks at everything we know about a customer, all the signals we are getting from the network in BigQuery, our models in Vertex, streams of data from Pub/Sub. This lets us identify the appropriate action for customers quickly.” → “Early A/B testing with our assist technology showed a 9.2% reduction in call handling time and a 26% increase in NPS — what that basically means is it's taking less time to help our customers successfully. Our agents tell us it's much easier and faster having a single spot to understand customer context, past interactions, and recommendations about what to say to our customers.” → “What's even more exciting is how we're moving towards communicating directly with the customer online. These agents we're building into call centers will be released directly to our customers. That means our customers can get the same customer service in our Google Cloud-powered digital channels for their convenience.” Google Cloud products used: Gemini, Vertex AI, BigQuery, Pub/Sub Learn more: → Modernizing telecommunications and keeping the UK connected https://cloud.google.com/blog/topics/... → How Virgin Media O2 began a five-year Google Cloud migration post-merger to unify data and improve business and customer experiences. https://cloud.google.com/customers/vi...