{"id":48166,"date":"2026-09-23T14:06:07","date_gmt":"2026-09-23T13:06:07","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=48166"},"modified":"2026-09-23T14:06:07","modified_gmt":"2026-09-23T13:06:07","slug":"virgin-media-uk-co-parent-liberty-global-adopt-new-ai-chatbot-for-support","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/09\/virgin-media-uk-co-parent-liberty-global-adopt-new-ai-chatbot-for-support.html","title":{"rendered":"Virgin Media UK co-parent Liberty Global adopt new AI chatbot for support"},"content":{"rendered":"

The co-owner of UK broadband, pay TV and mobile giant Virgin Media<\/a> (O2<\/a>), Liberty Global, has today announced that they’ve signed a 3-year “strategic partnership<\/em>” to adopt Sierra<\/a>‘s conversational AI platform across their various operating companies, which is intended to make customer interactions “easier, more intuitive and more effective<\/em>“.<\/p>\n

The use of AI chatbots and related solutions in a support setting has become increasingly common over the past few years and is often seen by companies as a way of improving efficiency, while also cutting costs. The latter is perhaps particularly relevant in the UK, where VMO2 has recently been linked to a c.\u00a3600m cost cutting plan (here<\/a>); greater use of AI is already expected to be one of the outcomes from that.<\/p>\n

NOTE:<\/strong> Sierra was recently valued at $15bn in its latest funding round in May 2026 and its platform is already used by more than 40% of the top 50 companies in the Fortune 500.<\/div>\n

The new framework partnership agreement with Sierra is similarly said to provide Liberty Global\u2019s businesses with a common approach to deploying AI agents “capable of engaging customers in natural language, across chat, voice and text<\/em>” (Sierra’s website clarifies that its solution can deploy a single AI agent across chat, SMS, voice, ChatGPT, email, and more).<\/p>\n

Such agents will focus on handling the more routine, as well as some increasingly complex, interactions. In theory, if used more as a complement than replacement to humans, this could allow customer-care teams to focus more of their time on situations requiring human judgement and deep expertise – improving overall quality.<\/p>\n

Mike Fries, Liberty Global Chairman and CEO, said:<\/strong><\/p>\n

“Sierra has built a game-changing platform that we are excited to deploy across our footprint. By combining Sierra\u2019s technology and deployment expertise with the deep knowledge of our local teams, we will deliver better customer experience across our group by making customer journeys simpler, faster and more effective.\u201d<\/p><\/blockquote>\n

On the other hand, consumer sentiment toward the use of AI chatbots tends to be quite mixed, with many viewing it as being more of a negative (i.e. a way of reducing the number of actual humans that are available to provide support). On the other hand, if such systems do end up making it quicker and easier for customers to get their issues resolved, then that would still be a positive change.<\/p>\n

Liberty Global said they’ve already started to deploy Sierra’s new AI solution across their 80 million fixed and mobile connections in Europe, which is taking place gradually via a phased programme and will be tailored to the unique needs of each operator and country in which they operate. Virgin Media<\/a> are currently using a number of AI solutions (e.g. Lumi AI) within their support teams, so this looks set to expand upon that.<\/p>\n","protected":false},"excerpt":{"rendered":"

The co-owner of UK broadband, pay TV and mobile giant Virgin Media (O2), Liberty Global, has today announced that they’ve signed a 3-year “strategic partnership” to adopt Sierra‘s conversational AI platform across their various operating companies, which is intended to make customer interactions “easier, more intuitive and more effective“.<\/p>\n","protected":false},"author":1,"featured_media":43820,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[32,475],"class_list":["post-48166","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-o2","tag-virgin-media"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/117320507009811396","error":""},"yoast_head":"\nVirgin Media UK co-parent Liberty Global adopt new AI chatbot for support - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The co-owner of UK broadband, pay TV and mobile giant Virgin Media (O2), Liberty Global, has today announced that they've signed a 3-year "strategic\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2026\/09\/virgin-media-uk-co-parent-liberty-global-adopt-new-ai-chatbot-for-support.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Virgin Media UK co-parent Liberty Global adopt new AI chatbot for support - 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