The Ride-Hail Lyft giant has worked with AI Startup Anthropic to build an AI assistant handling the initial hiring of customer service questions for both riders and drivers.
It is the first phase of a broader partnership between the two companies to use Anthropic services to research and test new Lyft and create software internally.
The connection comes for four months after Uber has announced a similar collaboration with Openai to launch an assistant fueled with AI who can answer driver’s questions about the EU. More recently, Uber announced a collaboration with The new AI agent of Openai called Operator To help customers automate food order or programming rides.
Lyft quietly incorporated Claude, the family of large linguistic models of Claude, to AI’s customer care assistant in late 2024 via Amazon Bedrock, according to Anthropic. It provides answers to common support issues and redirects customers to a human specialist for more complex tasks.
This is not the first time of Lyft with an AI Chatbot. The company first introduced one for help Customer Customer Complaints In 2018, but as anyone who has ever had to be based on a chatbot can tell you, old school chatbots are limited and outrageous bot-like. Claude is known for his human answers, which could make all the difference to a customer looking for a resolution in a problem.
Or, it could just be another chatbot that allows companies to spend less money on customer service, abandoning human assistants who could really solve the problem much faster. Despite the promises of genetic AI, most people still don’t want to talk to a bot when they have trouble solving. A recent Gartner research He found that 64% of customers would prefer companies not to use AI to serve customers. Other study He found that when customers see that they are talking in an AI Chatbot, it reduces emotional confidence.
Lyft also says that Claude’s assistant and that has reduced the average customer service analysis time by 87% and resolves thousands of customer requests every day. TechCrunch has arrived to confirm the definition of a customer service request option and if some of these resolutions are people who simply sign in a frustration.
Lyft’s non -exclusive collaboration with Anthropic exceeds chatbots. Under the agreement, humanity will provide Lyft engineers with training and education to teach them how to integrate AI’s tools into their work flows.
Lyft uses AI To supply its entire platform – everything from acquiring expensive ETAS and optimizing the routes to select the right destination and coordinate the rider’s receipt. Anthropic’s tools could help improve the Lyft service so that it can better compete with its main opponent.
“Software engineering has undergone a seismic displacement with the introduction of Genai technologies. There are days when people write primarily code,” Jason Vogrinec, executive vice president of the platform in Lyft, said in a statement. “With LLMS’s promise, especially top -notch coding models such as Claude, and Agentic AI, we are working to revolutionize our engineering organization to build products that change games for our customers.”
ANTHROPIC also manages an “exclusive early access program” where some customers can research and try new products. Neither LYFT nor Anthropic would share these products, but an anthropopath said Lyft’s feedback would help ensure that the company’s models and capabilities are “useful for end users”.
ANTHROPIC has raised $ 13.75 billion to date, per Votova, including Google’s latest $ 1 billion. The company is in the process of raising $ 2 billion in $ 60 billion in valuation.
