AI Awards Finalist: O2 and intelligent customer support

We welcomed O2 among the finalists of AI Awards 2026, a telecommunications operator focused on providing reliable and modern communication services for a wide range of customers on a top-tier mobile network. The company offers traditional and digital services with an emphasis on customer experience quality, innovation, and accessibility, and sees AI solutions as a key tool for increasing efficiency and customer satisfaction. We spoke with Viktor Kubica, Product Owner for BotCraft at O2 Slovakia.

This particular AI system is a chatbot that provides real-time customer support across multiple channels. It helps handle common requests such as information about services, billing, and technical support, but also enables direct changes to service settings and parameters. It improves the availability of support 24/7, reduces waiting times, and at the same time relieves operators of routine tasks so they can better focus on the specific needs of customers.

We place the greatest emphasis on privacy protection, as we work with our customers’ data. It was therefore necessary to set strict rules for data processing, minimisation, and security. At the same time, we had to ensure transparency toward users. Customer trust is key for us.

We use the human-in-the-loop model at multiple points, from the smooth handover of communication to an operator to retrospective monitoring of conversations and regular quality audits of responses. We proactively route to a human whenever we have even the slightest doubt about the correctness of a response, and the operator receives the complete context of the conversation as well as information about the logged-in customer, so they can pick up seamlessly and the customer does not have to repeat anything. The system also has guardrails in place that prevent inappropriate or risky responses, and a limited context that minimises both hallucinations and the potential for misuse. We continuously update the solution based on feedback and new data. 

We are a reliable digital partner for our customers and a gateway to the digital world. The greatest challenge in AI is building and maintaining long-term trust, particularly in the areas of transparency and data protection. Society must have confidence that AI is being used responsibly and securely. Our role is to bring solutions that are not only ethical and understandable for users, but that will help them navigate the complexity and speed at which technology is evolving. We also care about preserving human connection and personal relationships in the digital age.

Our chatbot is part of an ecosystem we are developing toward a comprehensive, proactive, and personalised assistant. It will understand your needs, preferences, and context, and anticipate what you need. AI will handle all routine tasks on your behalf, while you will be able to focus on the things that interest and engage you. Together they will create a more efficient and higher-quality customer experience.