Ride-hailing platform Lyft ties up with Anthropic for AI-powered customer care
The HinduLyft said on Thursday it has tied up with Amazon and Alphabet-backed startup Anthropic to roll out artificial intelligence tools for the ride-hailing platform's customer care operations. The company said it has been using Anthropic's Claude AI model, through Amazon's Bedrock generative AI platform, which has helped reduce the average customer service resolution time by 87% and is resolving thousands of customer requests each day. While the use of advanced AI in customer service operations has fueled worries over job loss in the industry, Lyft said there would continue to be a need for human customer support agents. According to some industry experts, an AI model's ability to make up information or produce incorrect outputs can hinder its ability to fully replace a human customer service agent.
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