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How BritBox uses Zendesk AI

47%

AI automation rate

As published on zendesk.com, January 2026. Captured by usedby on Oct 5, 2026.

What happened

BritBox uses Zendesk AI agents to automatically handle common subscriber inquiries such as subscription access, billing questions, and playback issues. Human agents use Zendesk's Copilot with auto assist for suggested replies, ticket summaries, and routine tasks.

Summary written by usedby from the source page, in English. The figures are those of Zendesk AI and BritBox, not ours.

  • 27 percent“In fact, full resolution ticket time has been reduced by 27 percent, with Zendesk AI agents now handling 47 percent of ticket volume.”
  • 89 percent“BritBox’s CSAT score recently increased to 89 percent—the streamer’s highest CSAT score ever recorded.”

In fact, full resolution ticket time has been reduced by 27 percent, with Zendesk AI agents now handling 47 percent of ticket volume.

From the page. zendesk.com, captured Oct 5, 2026

Zendesk is one of the coolest tools I’ve ever used,” Moore Perrin said. “It’s made our service strategy easier, smarter, and more economical.

Jesse Moore Perrin, Head of Customer Care and Operations at BritBox, BritBox. Source, captured Oct 3, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 5, 2026.

  • The figure: 47%CheckedThe figure is on the page; its label is our wording.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of BritBox.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • BritBox uses Zendesk AICheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

56 percent“a reduction by more than 56 percent”IRC-CEO uses Zendesk AI. Another customer of Zendesk AI80 percent“automating up to 80 percent of repetitive inquiries”TeamSystem uses Zendesk AI. Another customer of Zendesk AI75 percent“average handling times drop by 75 percent, live chat processing times decrease by 90 percent”Fortnum & Mason uses Zendesk AI. Another customer of Zendesk AI