{"id":91539,"date":"2025-05-11T01:57:08","date_gmt":"2025-05-11T01:57:08","guid":{"rendered":"https:\/\/www.europesays.com\/uk\/91539\/"},"modified":"2025-05-11T01:57:08","modified_gmt":"2025-05-11T01:57:08","slug":"bbc-to-use-ai-to-handle-viewers-complaints-in-40m-deal-after-broadcaster-was-blasted-over-huw-edwards-scandal","status":"publish","type":"post","link":"https:\/\/www.europesays.com\/uk\/91539\/","title":{"rendered":"BBC to use AI to handle viewers’ complaints in \u00a340m deal after broadcaster was blasted over Huw Edwards scandal"},"content":{"rendered":"

BBC bosses have given a \u00a340million contract to a controversial firm that will use artificial intelligence to help handle viewers\u2019 complaints.<\/strong><\/p>\n

It comes after the parents of the Huw Edwards grooming victim<\/a> blasted the Corporation for taking so long to respond to their initial concerns.<\/p>\n

\"Huw<\/a><\/p>\n

1<\/p>\n

Shamed paedo and ex-BBC broadcaster Huw EdwardsCredit: Alamy<\/p>\n

The broadcaster has admitted mishandling their complaint \u2014 which informed the broadcaster that its star news anchor had paid \u00a335,000 to a young man who sent him explicit images. <\/p>\n

Bosses apologised after an independent investigation found it had not been flagged to senior managers.<\/p>\n

The BBC has now agreed for Serco<\/a> to handle viewer issues using \u201cbulk responses\u201d.<\/p>\n

The company is a key government contractor in immigration<\/a> and prisons<\/a> \u2014 making millions during Covid<\/a>. <\/p>\n

It has agreed a five-year deal from April 2026 to handle editorial and non-editorial complaints, viewer inquiries, BBC action lines, charitable appeals and \u201cartist mail\u201d.<\/p>\n

The Beeb said outsourcing customer relations would \u201cenhance the service offering\u201d. <\/p>\n

It is understood AI<\/a> will not answer complaints directly but will be used by the staff.<\/p>\n

The BBC<\/a> has faced a string of viewer complaints in the past year following the Edwards scandal<\/a> \u2014 \u00adfirst revealed by The Sun \u2014 and its broadcasting of a Gaza documentary narrated by a Hamas official\u2019s teenage son<\/a>.<\/p>\n

This week, bosses apologised for \u201ceditorial lapses\u201d when they did not include responses from the Home Office<\/a> or Buckingham Palace<\/a> to Prince Harry\u2019s claim<\/a> that the removal of his security was a \u201cgood old-fashioned establishment stitch-up\u201d. <\/p>\n

Last night, the mother who shopped Edwards to the BBC<\/a> said the new system \u201cdoesn\u2019t look like it will be any easier for viewers to get through\u201d.<\/p>\n

The BBC said: \u201cWe will use AI to support the work of our team but humans will still respond directly to audience complaints.\u201d<\/p>\n

BBC claim paedo Huw Edwards is \u2018unwilling\u2019 to pay back \u00a3200k salary as bosses slam \u2018we thought he\u2019d do the right thing\u2019<\/p>\n","protected":false},"excerpt":{"rendered":"BBC bosses have given a \u00a340million contract to a controversial firm that will use artificial intelligence to help…\n","protected":false},"author":2,"featured_media":91540,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3163],"tags":[323,1942,192,193,194,188,560,31548,820,53,118,1890,16,15],"class_list":{"0":"post-91539","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-artificial-intelligence","8":"tag-ai","9":"tag-artificial-intelligence","10":"tag-bbc","11":"tag-bbc-one","12":"tag-bbc-two","13":"tag-crime","14":"tag-exclusives","15":"tag-huw-edwards","16":"tag-section-newsuk-news","17":"tag-technology","18":"tag-the-sun-newspaper","19":"tag-the-sun-on-sunday","20":"tag-uk","21":"tag-united-kingdom"},"share_on_mastodon":{"url":"https:\/\/pubeurope.com\/@uk\/114486722133013442","error":""},"_links":{"self":[{"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/posts\/91539","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/comments?post=91539"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/posts\/91539\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/media\/91540"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/media?parent=91539"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/categories?post=91539"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/tags?post=91539"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}