Case Study: Virgin Money boosts customer engagement with IBM Consulting

Redi, the AI-powered banking virtual assistant, boosts customer engagement

Virgin Money, one of the UK’s largest retail banks, wanted to improve digital customer service and reduce call-centre dependence as it rolled out new products like its credit card app. To support its digital-first strategy, Virgin Money engaged IBM Consulting to help design an AI-powered banking assistant using Microsoft technologies.

IBM Consulting implemented Redi, a conversational virtual assistant integrated into Virgin Money’s mobile app and connected to core systems through APIs for real-time self-service. The solution has delivered over 2 million interactions, contained 57% of customer inquiries at peak, and achieved a 94% customer satisfaction rate, while helping Virgin Money earn industry recognition for its AI in financial services.

Virgin Money

Adam Paice

Head of Digital Proposition