# How BritBox uses Zendesk AI

**47%** AI automation rate

As published on [zendesk.com](https://www.zendesk.com/customer/britbox/), January 2026. Captured by usedby on 2026-10-05.

- Company: [BritBox](https://www.usedby.ai/companies/britbox.md)
- Tool: [Zendesk AI](https://www.usedby.ai/tools/zendesk-ai.md)
- Industry: [Streaming & Content](https://www.usedby.ai/companies/industry/streaming-content.md)
- Teams: Customer Care, Marketing, Creative

## What the story says

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.

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

- **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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 47% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of BritBox.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: BritBox uses Zendesk AI. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/britbox-zendesk-ai · How we check: https://www.usedby.ai/methodology