Ride-hailing platform Lyft has partnered with Anthropic, an AI startup backed by Amazon and Alphabet, to implement AI tools for its customer care operations. The company is using Anthropic's Claude AI model, through Amazon's Bedrock generative AI platform, to resolve customer requests.
Lyft reports that this AI implementation has reduced average customer service resolution time by 87% and is resolving thousands of requests daily. While AI's role in customer service raises concerns about job displacement, Lyft emphasizes that human agents will remain crucial for complex issues.
The company plans to use AI as a first line of support, escalating to human agents when necessary. Lyft is also collaborating with Anthropic to develop AI tools for both riders and drivers.