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.

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.

How well do you really know your competitors?

Access the most comprehensive Company Profiles on the market, powered by GlobalData. Save hours of research. Gain competitive edge.

Company Profile – free sample

Thank you!

Your download email will arrive shortly

Not ready to buy yet? Download a free sample

We are confident about the unique quality of our Company Profiles. However, we want you to make the most beneficial decision for your business, so we offer a free sample that you can download by submitting the below form

By GlobalData
Visit our Privacy Policy for more information about our services, how we may use, process and share your personal data, including information of your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.