Virgin Money's AI Assistant Redi Drives 54% Engagement on Outbound Messages
Virgin Money· United KingdomMicrosoft 365 Copilot · Copilot Studio · Microsoft Power Automate
Virgin Money partnered with Microsoft to build Redi, an AI-powered assistant using Microsoft 365 Copilot and Microsoft Copilot Studio that consolidates multiple virtual assistants into one solution for real-time customer support, proactive outbound messaging such as replacement-card notifications, and intelligent automation. Engagement for these outbound messages sits at around 54%, and of those who engage, 97% complete the journey.
Overview
Virgin Money partnered with Microsoft to build Redi, an AI-powered assistant using Microsoft 365 Copilot and Microsoft Copilot Studio that consolidates multiple virtual assistants into one solution for real-time customer support, proactive outbound messaging such as replacement-card notifications, and intelligent automation. Engagement for these outbound messages sits at around 54%, and of those who engage, 97% complete the journey.
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Inspect the highlighted sourceThe challenge
Virgin Money wanted to transform its customer experience by making every interaction faster, easier and more efficient, aiming to resolve customer queries first time, every time. Its virtual agents started as basic chatbots, and it wanted to move away from old-style chatbots toward more conversational banking.
The solution
Virgin Money partnered with Microsoft, embracing AI agents with Microsoft 365 Copilot and Microsoft Copilot Studio, choosing Copilot Studio primarily for the capabilities it offers through the Power Automate platform, to build Redi, which consolidates multiple virtual assistants into one smarter solution. Redi automatically sends outbound messages, such as confirming a customer's address when a replacement card is due, handles routine requests, and triages more complex queries so that colleagues can step in when a human touch is needed. Redi also delivers actionable insights that help the organisation continuously refine its services.
Reported business value
Engagement for Redi's outbound messages sits at around 54%, and of those who engage, 97% complete the journey from start to finish. Redi handles routine requests and triages more complex ones, freeing employees to focus on empathy, resolving high-impact queries and building relationships, and Virgin Money won an award for Best Use of AI in Financial Services in the cards, payments and services category.
Sources
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