The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Why Anthropic chose Fin to transform their customer support
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Feb 20, 2025 Emily Lampert, Head of Product Support at Anthropic and former support leader at Stripe, shares insights on AI's transformative role in customer service. She reveals how Anthropic chose to partner with Intercom to optimize support while maintaining human expertise. Key topics include the strategic integration of AI, the efficiency gains from hackathons, and the balance between AI and personalized service. Emily emphasizes the need for ongoing evaluation of AI tools to improve customer experiences and manage complex inquiries effectively.
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Podcast Guest Introduction
- Emily Lampert, Head of Product Support at Anthropic, discusses AI-first support.
- She chats with Mark Iafrate, Principal Integrated Marketing Manager at Intercom.
Support Challenges at Anthropic
- Anthropic's diverse users, from free Claw.ai users to paid enterprise users, require varied support strategies.
- Scaling support involves using AI for free users and human specialists for paid users.
Build vs. Buy Decision
- Partner with established experts for speed and expertise instead of building in-house AI support tools.
- Trust is crucial; Intercom using Claude models was key for Anthropic's decision.