Customer Service Automation
Virgin Money needed to reduce contact-center demand and improve digital self-service because credit-card customers often called for help instead of completing questions and account updates inside the mobile app.
Reported impact
Virgin Money increased customer engagement and self-service, improved satisfaction, and created a reusable conversational-banking platform it is extending across multiple product lines.
Virgin Money and IBM Consulting built Redi, an AI-powered banking assistant, on a Microsoft conversational stack hosted in Virgin Money's private cloud. Power Virtual Agents and Bot Framework Composer provide the core digital host, while natural-language understanding and API integrations let customers ask questions, complete account tasks, and receive proactive messages inside the credit-card app. The bank and IBM designed the rollout in phases so the same platform could begin with credit cards and later extend to current-account support as part of a multi-product virtual-assistant strategy. Redi now supports more than 100 credit-card queries, handles end-to-end account updates such as credit-limit increases, and integrates with over 50 back-end API calls to tailor support. The result is a reusable conversational-banking platform that sits inside the app rather than forcing customers to leave for a phone call or separate channel.
Customer questions flow from the credit-card mobile app into Redi, the conversational stack interprets the request, more than 50 APIs call Virgin Money's back-end systems to retrieve or update account data, and proactive messages can be pushed back into the app as account events occur.
2M+ customer interactions with virtual assistant since launch
94% customer satisfaction rate for new virtual assistant
The IT foundation for Redi consists of a full-stack Microsoft-powered digital host on Power Virtual Agents (PVA) and Bot Framework Composer solutions hosted on Virgin Money’s private cloud environment.
The virtual assistant also has proactive messaging capabilities
Virgin Money has integrated over 50 API calls within the various customer journeys
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Traceability
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