Beyond the bot: Virgin Money’s contact center evolution through conversational AI
Find out about the real-life application of conversational banking
07/21/2025
Virgin Money transformed its contact center operations to include conversational artificial intelligence (AI), placing digital and human touchpoints on a level playing field. In this fireside chat, Laura MacLeod, digital product strategy senior manager at Virgin Money, explained how this change is enhancing the value of human agents.
Gain insight by watching the video:
- Why contact volumes can rise after AI is implemented and why that’s a good thing.
- How Virgin Money is embedding AI to support human agents.
- The role of ethical design in building trust.
