Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
The leading streaming service for British television, expanding globally across four major regions, operated a highly manual customer support setup that could not scale with the rapidly growing business.
As the platform entered new markets and added devices, ticket volume was predicted to double, spreading the existing support team too thin. The...
“Zendesk is one of the coolest tools I’ve ever used. It’s made our service strategy easier, smarter, and more economical. It’s how we bring British charm to the world—one conversation at a time.”
Subscription video-on-demand service specializing in British television.
AI-powered customer service and employee experience software platform.
BritBox's Customer support is part of this use case:
Related implementations across industries and use cases
Agents handled 200 tickets a day, copying replies from a Word doc. Now, AI answers routine questions, freeing agents for complex conversations.
Five-fold growth created service bottlenecks for agents. Now, an AI agent handles routine questions, freeing the team for complex problems.
Every viewer question scripted by hand. 237K World Cup viewers describe problems in their own words—Spanglish, regional Spanish, and all.
Five-fold growth created service bottlenecks for agents. Now, an AI agent handles routine questions, freeing the team for complex problems.
Every viewer question scripted by hand. 237K World Cup viewers describe problems in their own words—Spanglish, regional Spanish, and all.
Tournaments running simultaneously meant an hour of manual checks each. AI agents now run them in minutes, freeing the team to be proactive.
Answering 'mediums or hards?' once meant pulling an engineer for minutes. Now the whole field's tire feedback surfaces in a chat query.
New subscribers churned before anyone called—too costly to reach them all. An AI agent now calls every one; early cancellations halved.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
The leading streaming service for British television, expanding globally across four major regions, operated a highly manual customer support setup that could not scale with the rapidly growing business.
As the platform entered new markets and added devices, ticket volume was predicted to double, spreading the existing support team too thin. The...
“Zendesk is one of the coolest tools I’ve ever used. It’s made our service strategy easier, smarter, and more economical. It’s how we bring British charm to the world—one conversation at a time.”
Subscription video-on-demand service specializing in British television.
AI-powered customer service and employee experience software platform.
BritBox's Customer support is part of this use case:
Related implementations across industries and use cases
Agents handled 200 tickets a day, copying replies from a Word doc. Now, AI answers routine questions, freeing agents for complex conversations.
Five-fold growth created service bottlenecks for agents. Now, an AI agent handles routine questions, freeing the team for complex problems.
Every viewer question scripted by hand. 237K World Cup viewers describe problems in their own words—Spanglish, regional Spanish, and all.
Five-fold growth created service bottlenecks for agents. Now, an AI agent handles routine questions, freeing the team for complex problems.
Every viewer question scripted by hand. 237K World Cup viewers describe problems in their own words—Spanglish, regional Spanish, and all.
Tournaments running simultaneously meant an hour of manual checks each. AI agents now run them in minutes, freeing the team to be proactive.
Answering 'mediums or hards?' once meant pulling an engineer for minutes. Now the whole field's tire feedback surfaces in a chat query.
New subscribers churned before anyone called—too costly to reach them all. An AI agent now calls every one; early cancellations halved.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.