Copilot Studio empowered U.K. retail bank, Virgin Money, to modernise. Get the customer story to discover:
- How the retail bank deploys AI agents to improve customer engagement and completion rates
- Real-world use of Copilot Studio in a UK financial services leader
- How unified assistants support customers and employees
Redi is an AI-powered assistant developed by Virgin Money in partnership with Microsoft, using Microsoft Copilot Studio. It consolidates multiple virtual assistants into a single solution, providing real-time support and intelligent automation. Redi enhances customer interactions by making them faster and more efficient, achieving a 54% engagement rate on outbound messages and a 97% journey completion rate.
How does Redi improve customer experience?
Redi transforms customer experience by proactively addressing customer needs and streamlining interactions. For example, it automatically sends notifications for replacement cards and confirms customer addresses, which simplifies the process. This proactive approach has led to high customer satisfaction, as reflected in improved customer satisfaction scores.
What role does Redi play internally?
Internally, Redi acts as a valuable resource for Virgin Money's teams by handling routine requests and triaging more complex issues. This allows employees to focus on delivering empathetic service and resolving high-impact queries. Additionally, Redi provides actionable insights that help the organization continuously enhance its services.
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