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How Virgin Media O2 uses Sierra

As published on sierra.ai, September 2026. Captured by usedby on Oct 7, 2026.

What happened

Virgin Media O2 uses a Sierra-built AI voice agent to handle selected routine broadband fault calls, rolled out gradually. This frees human advisors to focus on complex or sensitive issues.

Summary written by usedby from the source page, in English. The figures are those of Sierra and Virgin Media O2, not ours.

The new AI voice agent will be introduced gradually, initially supporting customers with routine broadband fault calls which represent a small proportion of total call volumes.

From the page. sierra.ai, captured Oct 7, 2026

This is about supporting our people, not replacing them. By using AI to help with routine journeys, we can give customers faster support where it makes sense, while freeing up our advisors to focus on the complex, sensitive and human moments where their expertise and experience make the biggest difference.

Alan Stott, Chief Operating Officer, Virgin Media O2, Virgin Media O2. Source, captured Oct 7, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 7, 2026.

  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Virgin Media O2.
  • The numbers in our summaryCheckedEach one is printed on the page.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Virgin Media O2 uses SierraCheckedConfirmed line. Latest check across sources: Oct 7, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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