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Workplace changes and challenges following the introduction of AI in customer service

CNBC ·

  1. 1Virgin Media O2 launched an AI voice agent in September.
  2. 2The company aims for a target ratio of 70% of ArvatoConnect interactions to be handled by technology and 30% to be handled by humans.
  3. 3More than half of the decision-makers surveyed in the 2025/26 MaxContact survey reported an increase in workload.

So what's the key point?

Virgin Media O2 has introduced a new AI voice assistant. With AI set to handle 70% of consultation tasks, ways of working will change.

Source CNBC · View original ↗

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