Overview
Virgin Media O2 introduced bots and digital assistants to enhance their employee experience. The aim was to automate and simplify internal communications, making it easier for staff to get information and support. They also wanted to boost employee engagement, recognition, and involvement in important company programs and initiatives.
Bots in Action
Virgin Media O2’s bots enable employees to express gratitude and recognise colleagues, fostering a positive and supportive work environment. They also assist employees in understanding their Annual Salary Review outcomes, providing clarity and transparency. Additionally, Virgin Media O2 have developed bots to support its Diversity, Equity, and Inclusion (DE&I) initiatives, giving employees easy access to tools, resources, and information on DE&I topics.
Their most recent bot was launched in line with Virgin Media O2’s zero-tolerance policy against abuse and discrimination toward retail staff. This bot empowers employees to complete frontline safety training and report incidents, enhancing workplace safety and ensuring staff feel supported.
Impact
Bots have significantly boosted engagement at Virgin Media O2, contributing to a remarkable 72% increase in their daily active Workplace users. Their Employee Appreciation bot, Shout, has been used by 36% of all staff and garnered over 8700 recognition nominations for Virgin Media O2 colleagues.
Virgin Media O2 also utilised Shout to embed their new all company purpose, ‘See What You Can Do’, which launched in February 2023. Each month during their all-company event, their CEO and the broader Executive team share top shouts with the wider business, recognising employees’ contributions as well as encouraging others to Shout.
Feedback from staff has been overwhelmingly positive, with staff saying the Recognition Program is “simple, straightforward and easy to use”, “great for instant peer-to-peer recognition” and “good for highlighting company-wide recognition and achievements”.
Bots have also saved the DE&I team 40 hours each month, freeing time for more strategic work. The bot is also for easy registration to their DE&I workshops, with over 2,000 people booking successfully, or pushing staff engagement campaigns like their DE&I Survey (VIBE) which generated over 3000 visits to their Oracle Cloud systems.
Additionally, a bot created to support Virgin Media O2’s zero-tolerance policy against staff discrimination has driven an impressive 81% completion rate in frontline safety training, strengthening their commitment to a safer and more respectful workplace.
What our customers say
“Our Operations bot provides our team with real-time incident reporting and support from their direct line managers. We've been thrilled with the positive responses so far.”
