When Anthropic decided to more deeply invest in an AI-enabled customer service solution, there were two core challenges that needed to be addressed:
1. Tailoring support to meet a wide range of customer needs at scale
Anthropic has a large customer base that spans everyday consumers using free Claude accounts to large organizations using its SaaS and API products. This diverse set of plan tiers and customer types brings with it a lot of unique needs that need to be met – and support queries of varying levels of complexity.
The team knew that without AI, their ability to provide highly tailored customer service at that level of scale would be extremely difficult, which prompted their search for the right AI agent. “We want to make safe AI available to everyone, so we try to support our customers in different ways,” says Isabel. “The challenge we faced was that we needed to find more scalable ways of supporting them. And AI really was a critical part of the solution.”
2. Managing sharp spikes in support volume
AI technology is growing more sophisticated by the day. As a pioneer in the space, Anthropic’s platform and products are constantly evolving, with new features and models being added all the time.