Virtual Buddy AI Assistant for Smarter Customer Support
Virtual Buddy is an AI-powered assistant built to support O2’s customer service teams by quickly delivering accurate answers from internal resources.
How It Works
Virtual Buddy uses large language models (LLMs) to search, summarize, and process information from internal documents, pricing lists, manuals, and procedures across many services like 5G networks, internet solutions, or TV broadcasting.
Today, Virtual Buddy supports over a thousand O2 employees, helping them deliver fast and accurate customer assistance. By working with only the materials users are authorized to access, Virtual Buddy ensures data security and privacy.
Core Features
- Instant search across vast knowledge bases
- Summarization of complex information
- Natural language understanding for intuitive queries
Key Use Cases
1. Improving Efficiency
Saves time and delivers faster service.
- Quickly finds relevant answers to customer queries from O2’s extensive knowledge base.
- Reduces time spent searching through documents, enabling consultants to focus on resolving issues.
2. Training and Onboarding
Supports new employees as they learn.
- Guides new team members by providing up-to-date, accessible information.
- Acts as a senior peer during onboarding, helping employees navigate complex product and service details.
3. Enhancing Customer Experience
Delivers consistent service across all customer touchpoints.
- Enables consultants to provide accurate and standardized answers, whether customers interact via call, chat, or in person.
Real-World Benefits for O2
- Faster Customer Care: Consultants respond to customer queries faster, reducing resolution times and boosting productivity.
- Scalability: Supports a growing number of employees as O2 expands its knowledge base.
Looking Ahead
Virtual Buddy evolves daily to meet the growing needs of O2’s customer service. Future enhancements include:
- Faster response times (low latency).
- Integration of unstructured data into the knowledge base.
- Expanded capabilities for handling complex care tasks autonomously.
Privacy and Security
Virtual Buddy works exclusively with materials accessible to the user, ensuring:
- Data Security: Only authorized users access relevant documents.
- Privacy: No customer-specific information is processed.
Why Choose Virtual Buddy?
Virtual Buddy works exclusively with materials accessible to the user, ensuring:
- Faster Service: Consultants save time and resolve queries quickly.
- Streamlined Training: New employees ramp up faster with guided assistance.
- Improved Consistency: Customers receive reliable, high-quality support across every channel.
