Virgin Money | Contact center evolution through conversational AI

Virgin Money has restructured its contact center operations to include the conversational banking function, placing digital and human touchpoints on a level playing field. In this fireside chat, Laura MacLeod, Digital Product Strategy Senior Manager at Virgin Money, is joining to explain how this shift is enabling a smarter, more joined-up service experience, and why AI isn’t replacing agents, but enhancing their value.

With hundreds of thousands of monthly interactions now handled by a 24/7 virtual assistant, including complex queries like fraud, Virgin Money is seeing a surprising trend: contact volumes are rising. Easier, faster service is driving repeat use of the virtual assistants, especially in the small hours when support used to be out of reach.

Discover how the team is using Microsoft Copilot to summarise conversations and support agents through a unified desktop, and why transparent, ethical AI is central to both colleague buy-in and customer trust.

Attendees will learn:

• Why contact volumes can rise after AI is implemented and why that’s a good thing
• How Virgin Money is embedding AI to support, not replace, its contact center teams
• The role of ethical design in building trust across digital and human channels