O2 are busy trumpeting the fact today that they’ve hit a milestone this week – Lucy, their virtual Customer Service Advisor, had her millionth conversation with a customer. O2 apparently created Lucy to ‘bring the help section of our website to life and make it more than a long section of questions and answers’. Lucy is built on software provided by Creative Virtual, and has at her disposal the largest knowledge bank of any UK-based Creative Virtual agent, so we’re told.
Lucy successfully answers more than 90% of all the questions she’s asked including ‘How do I view my online bill?’, ‘How do I activate my new sim?’ and even ‘What’s your favourite drink?’ More than 60,000 people have been able to fix their problems online by speaking to Lucy, saving them time in getting their query resolved.
Lucy is also updated weekly with responses to questions that she can’t answer – wow, if only that feature was available in real women!
If you’d like to have a conversation with Lucy (ideally you should be an O2 UK customer), then hit up this link, and follow the directions to ‘speak’ to her. Alternatively, you might wish to engage in conversation with a real person. The choice, as they say, is yours 🙂