The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Why Anthropic chose Fin to transform their customer support
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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Quick takeaways
- Anthropic's implementation of AI-first strategies allows human representatives to focus on complex tasks, enhancing overall service quality and efficiency.
- The partnership with Intercom enabled Anthropic to quickly deploy AI support tools, significantly improving their response to fluctuating customer inquiry volumes.
Deep dives
AI-First Customer Support Implementation
Anthropic has adopted AI First strategies to enhance its customer support, allowing human representatives to focus on higher value tasks while improving service quality. The company employs AI-driven tools like FIN to assist with customer queries, which has significantly reduced support backlogs, particularly during spikes in volume tied to product launches. For instance, when the new model Sonnet 3.5 launched, previous support methods couldn't handle the increased demand, but the introduction of AI tools allowed the team to manage inquiries more efficiently. This combination of AI and human effort aims to create a more scalable support system tailored to both paid and free users.
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