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.