BritBox streaming subscriber support agent

What was done

BritBox adopted Zendesk AI agents as ticket volume rose across its streaming markets and human agents were spread thin. The agents handle common subscription-access, billing, and playback issues while Copilot helps human support with summaries, suggested replies, and routine tasks. Zendesk reports about a 25% ticket reduction, 47% AI automation rate, 27% faster full resolution time, and localized tone-of-voice work for different regional subscriber experiences.

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