Virgin Money modernises banking with Microsoft Copilot Studio | Microsoft Customer Stories
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.
Virgin Money modernises banking with Microsoft Copilot Studio | Microsoft Customer Stories
published by Definitive Solutions
Definitive Solutions was founded in 1999 by Peter Meade who has over 30 years in the IT industry. We deliver IT managed services, cloud and security solutions to our SMB and Enterprise clients throughout Ireland and Internationally.
We are not just another MSP; our technical skill is given, but our success has been built on the ethos of trust and our focus is always on building strong relationships. Our approach is to really understand our clients’ business challenges and goals, and implement bespoke technology products and services which meet their unique business requirements.
As an independent private company, you can trust us to give impartial advice. We stand over every product and service we recommend and will only offer the right solutions for our clients. There is no such thing as ‘one size fits all’.
Our focus on professional trust and relationships does not just apply to our long-established clients; it continues within our dedicated team, evidenced by one of the strongest retention rates in the industry, and with our partners.
All of the growth and success our business has enjoyed is a result of our outstanding team of people and we all share a passion for providing the best customer experience.
Our clients range across all industry verticals including financial services, public sector, distribution, pharma and charities. Many of our clients operate within highly regulated industries, and adhere to strict compliance and regulation standards and we work closely with them to ensure their technology strategy is aligned with their compliance responsibilities.
Sign in with LinkedIn