AI helps Virgin Media O2 avoid over one million call transfers as it saves customers more than 400,000 hours of time on the phone

• As part of the company’s ongoing efforts to remove persistent pain points and improve customers’ experience, Virgin Media O2 reduced the number of calls transferred by its agents by 1.3 million in 2025 – saving customers around 1.45 billion seconds of their time
• Milestone achieved as a direct result of cross-skilling 5,000 support agents, simplifying team structures and delivering AI-led improvements to the automated phone system
• Latest Ofcom statistics show that complaints about Virgin Media O2 have fallen by more than 50% over the last 12 months

Virgin Media O2 saved customers a collective 1.45 billion seconds of their time last year – equivalent to more than 24 million minutes or more than 400,000 hours – after introducing AI and upskilling teams to…