Virgin Money’s AI-powered virtual assistant, Redi, is being expanded to more customers.
The intuitive chat function is now available 24/7 for personal banking customers who manage their current accounts via the app, following the success it’s had with helping credit card customers since its launch in March 2023.
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Redi is navigable via the ‘chat with us’ button, and is trained to help customers manage their accounts quickly and easily by providing the right personalised support, connected to Virgin Money’s core systems. Behind the chat function, Redi is powered by Virgin Money’s suite of Microsoft Copilot products and was developed in collaboration with IBM Consulting.
51% of conversations with credit card customers now start with Redi
Allegra Patrizi, managing director, business and commercial, at Virgin Money said: “We know how important it is for customers to experience digital journeys that feel human, not sterile and functional. That’s why we’re excited to be making Redi available to even more of our customers and see this as a truly positive step in our work to become the UK’s best digital and most loved bank.”
Since the roll-out of Redi, it has been trained in over 70 common credit card customer queries, from requesting a PIN to viewing statements, and it can even carry out an action on a customer’s behalf. With permission from the customer, Redi can support a range of requests, such as ordering a replacement card, setting up a direct debit and changing a credit limit, and provides advice and information to customers on how to do things digitally, to save customers time and effort.
51% of conversations with credit card customers now start with Redi, and more than half of those conversations are solved by Redi without needing to go on to a live chat with a colleague. It is built to embody Virgin Money’s tone of voice, offers jargon-free help and can understand colloquialisms.
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