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Virgin Media O2

 Sales Channel Optimisation

The Objective

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


These contact options should be offered in an Intelligent manner, based on visitor intent and potential needs.

The Solution

By using Now Interact's machine learning technology, O2 are now able to display Intelligent contact channel options based on intent, behavioural data, 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.

Our platform delivers a step-change improvement in both sales conversion, and customer experience , giving O2 more control and insight than ever before.


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


Andrew Carpenter

Online Innovation Sales Manager, Virgin Media O2

For more information on how your business could achieve similar results, contact us now

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