Fin has helped Anthropic – one of the world’s leading AI labs – revolutionize its customer service. By successfully implementing Al-first strategies, Anthropic’s team has been able to manage support more efficiently, refocus their human reps’ efforts on higher value work, and enhance the overall quality of their service.
On today’s episode, Emily Lampert, Head of Product Support at Anthropic, shares the real-world impact of this AI-first approach. She discusses why Anthropic chose to partner with Intercom, how they balance automation with human expertise, and what the future holds for AI-powered customer service.