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Title
Virgin Money's AI Assistant Redi Drives 54% Engagement on Outbound Messages
…into one smart solution, enabling real-time support and intelligent automation. Redi now drives 54% customer engagement on outbound messages, with a 97% journey completion rate. Additionally, it supports teams internally and delivers real-time insights. REA…
Description
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.
…to create Redi – an AI-powered assistant built using Microsoft Copilot Studio. Redi consolidates multiple virtual assistants into one smart solution, enabling real-time support and intelligent automation. Redi now drives 54% customer engagement on outbound messages, with a 97% journe…
…s sits at around 54%. That means over half of our customers choose to interact, and of those, 97% complete the journey from start to finish.” And that impact shows up in the feedback too. “A lot of customers are very sat…
Company
Virgin Money
…by making every interaction faster, easier and more efficient. To achieve this, Virgin Money partnered with Microsoft to create Redi – an AI-powered assistant built using Microsoft Copilot Studio. Redi consolidat…
Country
United Kingdom
…Agents Power Automate SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION United Kingdom BUSINESS NEED Cloud-scale analytics Customer experience Employee experience Hyb…
Industry
Financial Services
…NEED Cloud-scale analytics Customer experience Employee experience Hybrid cloud INDUSTRY Banking Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
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.
…d of Customer Service Operations at Virgin Money. “When a customer reaches out, our aim is to resolve their query first time, every time.” To bring this vision to life, Virgin Money partnered with Microsoft, embracing…
…ains Ruaridh Wallace, BizApps Centre of Excellence (COE) Lead at Virgin Money. “What started as basic chatbots in our virtual agents has evolved into a fully integrated AI solution.” Transforming customer interactions Redi is reshaping the way Virgin Money conn…
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.
…AI-powered agent designed to transform how Virgin Money serves its customers. “We chose Copilot Studio primarily for the powerful capabilities it offers through the Power Automate platform,” explains Ruaridh Wallace, BizApps Centre of Excellence (COE) Lead at Virgin M…
…a replacement card notification. When a customer is due to receive a new card, Redi automatically sends an outbound message and confirms their address – a small interaction that delivers big results. Laura MacLeod, Product Strateg…
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.
…ague. It’s the one who passes a customer to them when a human touch is needed.” By handling routine requests and triaging more complex ones, Redi frees up employees to focus on what matters most - delivering empathy, resolving high-impact queries and building relationships. And the benefits don’t stop there. Redi also delivers actionable insights that…
…marter experience.” The impact hasn’t gone unnoticed. Laura MacLeod continues, “We won an award for Best Use of AI in Financial Services, in the cards, payments and services category.” But for Virgin Money, the journey is just beginning. The team continues to bui…
AI capabilities
Conversational AI, Agentic AI
…ery time.” To bring this vision to life, Virgin Money partnered with Microsoft, embracing the power of AI agents with Microsoft 365 Copilot and Microsoft Copilot Studio . Together, they developed Redi – an AI-powered agent designed to transform how…
Business functions
Customer Service & Support
…s. “We’re focused on resolving issues at the very first point of contact,” says Alison Lattimer, Head of Customer Service Operations at Virgin Money. “When a customer reaches out, our aim is to resolve their query first time, ev…
Technology
Microsoft 365 Copilot, Copilot Studio, Microsoft Power Automate
…Excellence (COE) Lead, Virgin Money Discover more details CUSTOMER Virgin Money PRODUCTS Microsoft 365 Copilot Microsoft Copilot Studio Agents Power Automate SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION United…
Headline outcome
…into one smart solution, enabling real-time support and intelligent automation. Redi now drives 54% customer engagement on outbound messages, with a 97% journey completion rate. Additionally, it supports teams internally and delivers real-time insights. REA…
Use case type
Conversational assistant
…to create Redi – an AI-powered assistant built using Microsoft Copilot Studio. Redi consolidates multiple virtual assistants into one smart solution, enabling real-time support and intelligent automation. Redi now drives 54% customer engagement on outbound messages, with a 97% journe…
