VMO2

O2's objective is to provide visitors to O2.co.uk with a functional choice of contact channels that are available when required.
These channels include Live Chat, WhatsApp and Voice.

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By using Now Interact's machine learning technology, O2 are now able to display contact channel options based on intent, customer behaviour and probability scoring. O2 now offer visitors the right information, at the right time, increasing the chances of them converting opportunities into additional sales, they could otherwise have missed.

"We’ve ripped up the rule book on how we target customers for web chat on www.o2.co.uk moving from dwell times to an
AI based model with a significant increase in conversion."
 

Andrew Carpenter

Online Innovation Sales Manager, Virgin Media O2