BBC automates iPlayer customer service

New system reduces queries by 75 per cent

More than two and a half million iPlayer viewers have used the automated customer service platform

The BBC is increasing customer service automation for the iPlayer with the rollout of new software that so far has achieved a 75 per cent reduction in overall user queries.

The advanced Ask a Question web site service is part of the broadcaster’s Audience Services division agreement with Capita Business Services, which includes running of customer service for the iPlayer.

Under the service, users can receive instant answers to questions via the web site. Capita’s call centre agents also have access to the information, which provides extra resources when dealing with more complex queries and reduces average query times.

Since it went live in April 2008, more than two and a half million iPlayer viewers have used the online service. Currently, 99.6 per cent of questions are now answered automatically.

The service is powered by supplier Transversal.