TLDR: Virgin Media O2 has launched new AI tools, including its proprietary Lumi AI, to significantly improve customer services by analyzing conversations in real-time and providing agents with prompts for better first-time resolution. The company is also deploying AI-powered solutions to combat fraud and spam calls, reinforcing its commitment to customer protection and service excellence.
Virgin Media O2 is making significant strides in customer service and security with the introduction of advanced Artificial Intelligence (AI) tools. On July 28, 2025, the telecommunications giant announced the rollout of new AI capabilities, including its own Lumi AI, designed to revolutionize how it interacts with customers and safeguards them from malicious activities.
At the core of this initiative is the enhancement of customer service operations. The new AI tools are engineered to analyze customer conversations in real-time, providing human agents with immediate prompts and insights. This real-time assistance is expected to lead to a substantial improvement in first-time resolution rates, ensuring customers receive quicker and more effective support. This builds upon previous investments, such as the creation of a specialist team of over 500 multi-skilled customer care agents in March 2025, who are already backed by the latest technology to handle complex and sensitive customer issues.
Beyond customer support, Virgin Media O2 is also leveraging AI to bolster its defenses against fraud and spam. The company is actively deploying AI-powered tools aimed at combating fraudulent calls and spam messages. This includes a partnership with voice security leader Hiya, which in February 2024, saw the introduction of Hiya Protect service. This service uses Adaptive AI to analyze call behavior, flagging suspected spam or blocking fraudulent calls before they even reach the customer’s phone. Additionally, Hiya’s Connect service allows legitimate companies to add identity information to their calls, such as company name, logo, and call purpose, increasing customer trust and answer rates. These measures complement existing AI-powered spam text technology that prevented over 89 million fraudulent texts in 2023 alone.
Virgin Media O2’s commitment to AI extends to its network infrastructure as well. A £700 million investment in 2025, part of a wider £2 billion connectivity investment, includes the use of AI to improve network efficiency, ensuring a more consistently reliable and stronger mobile experience for customers. This investment focuses on upgrading 4G and 5G coverage, particularly in rural areas, and boosting signal in high-demand locations like rail travel routes, motorways, and city centers. The company is also phasing out outdated 3G networks to free up bandwidth for faster 4G and 5G services.
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This strategic integration of AI across customer service, fraud prevention, and network optimization underscores Virgin Media O2’s dedication to delivering a superior and secure experience for its 44.2 million UK connections across broadband, mobile, and entertainment services.
