Under a £40 million contract with outsourcing firm Serco, the BBC plans to implement AI technology to automate the handling of viewer complaints. The system is expected to process the most common types of complaints, with the AI providing responses and routing more complex cases to human staff. The move is part of broader cost-saving efforts and modernization of viewer engagement systems.
Benefits & outcomes
- Automates routine viewer complaint responses, reducing staff workload
- Allows human agents to focus on complex or sensitive issues
- Anticipated cost savings as part of the BBC’s long-term digital transformation strategy
Notes & quotes
Headline: “BBC to use AI to handle viewers’ complaints in £40m Serco contract”
Publisher / company: BBC (British Broadcasting Corporation) / Serco
Date of case study: 19/05/2025
Source: https://www.thetimes.com/article/eeb82187-aa60-41e1-a68e-2f33837b8bd2?shareToken=797ba7e471fc3569ef8179ea74296c17