United StatesMedia and entertainment2026 – ongoingBritBox
Zendesk AI agents and Copilot for subscriber support
Zendesk reported that AI handled 47% of BritBox's support ticket volume
Problem
BritBox's subscriber support team struggled with rising volumes as the service expanded into more markets and devices. Staffing was limited.
Approach
BritBox deployed Zendesk AI agents to answer subscription-access and billing questions, including playback issues. Human agents used Copilot for suggested replies and ticket summaries.
Results
47%AI automation rate, per Zendesk
27%decrease in full resolution time, per Zendesk
Takeaway
Automated answers reduced the volume reaching staff, while Copilot supported the remaining conversations.
Categories
- Size
- Large enterprise
- Industry
- Media and entertainment
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
[1]ZendeskJan 2026
Zendesk described BritBox's automated subscriber support and agent assistance. It reported 47% automation and a 27% reduction in full resolution time.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026