Virgin Media O2 Launches AI Voice Agent as Firms Target 70% Automated Customer Interactions
Updated
Updated · CNBC · Oct 24
Virgin Media O2 Launches AI Voice Agent as Firms Target 70% Automated Customer Interactions
3 articles · Updated · CNBC · Oct 24
Summary
Virgin Media O2 rolled out an AI voice agent in September to handle routine customer-service issues, aiming to free human advisers for more complex or sensitive cases.
70% of interactions should be handled by technology and 30% by people, ArvatoConnect CEO Debra Maxwell said, reflecting a broader push to automate repetitive contact-center work.
97% accuracy was claimed for one ArvatoConnect tool used by the U.K. government's procurement agency, but workers interviewed by CNBC said AI notes can contain errors and failed automations often dump harder cases onto staff.
More than half of surveyed U.K. contact-center decision-makers reported higher agent workloads in 2025/26, up from about 40% in 2024, raising concerns that AI could intensify jobs by stripping out simpler tasks and leaving humans with angrier customers.