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 to ...

This case study describes how O2, the mobile network, used online video content to improve customer service, reducing churn and driving incremental value in the UK. This case study describes how O2, ...

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 ...

O2 has announced plans to introduce an AI capable of performing the same job as customer service staff. The voice recognition system, which is called Aura, was unveiled by the mobile operator’s parent ...