Virgin Money has partnered with Microsoft to launch Redi, an AI-powered assistant developed using Microsoft Copilot Studio to enhance customer experience.
Redi combines several virtual assistants into one streamlined tool, offering real-time support and automation to speed up and simplify customer interactions.
The assistant is designed to transform how Virgin Money engages with customers, offering a more proactive and precise service by answering queries and anticipating needs.
For example, when a customer is due a new card, Redi automatically sends a message to confirm their address. It seeks to act as a simple interaction that delivers meaningful results.
Laura MacLeod, product strategy senior manager at Virgin Money, said engagement with the messages is around 54%, with 97% of those who interact completing the full journey.
She added: “We’ve been able to move away from old-style chatbots and toward more conversational banking. We’ve consolidated multiple virtual assistants into a single, smarter experience.”
Redi’s impact is also designed to extend beyond customer interactions, as it also supports Virgin Money’s internal teams with enhancing service speed and efficiency.
The assistant manages routine requests and escalates complex issues, allowing employees to focus on delivering empathy, resolving critical cases, and strengthening customer relationships.
Alison Lattimer, head of customer service operations at Virgin Money, said: “My team sees Redi as another colleague. It’s the one who passes a customer to them when a human touch is needed.”