Under a £40 million contract with Serco, the BBC plans to automate handling of viewer complaints. AI processes the most common complaint types and routes complex cases to human staff, as part of wider cost-saving and modernisation of viewer engagement.
Benefits & outcomes
Routine complaint responses automated.
Human staff kept for complex or sensitive cases.
Cost savings as part of the BBC's digital transformation.
Notes & quotes
Headline: “BBC to use AI to handle viewers’ complaints in £40m Serco contract”
Publisher / company: BBC (British Broadcasting Corporation) / Serco
Date of mention: 19/05/2025
Source: https://www.thetimes.com/article/eeb82187-aa60-41e1-a68e-2f33837b8bd2?shareToken=797ba7e471fc3569ef8179ea74296c17