Lyft has partnered with AI startup Anthropic to develop an AI assistant designed to enhance customer service intake for both riders and drivers. This collaboration marks the initial phase of a broader initiative where Anthropic will assist Lyft in researching and testing new products, as well as building internal software.
This partnership follows a similar engagement between Uber and OpenAI to create an AI-powered assistant for driver inquiries. Lyft has integrated Claude, Anthropic’s advanced language model, into its customer support system, improving response quality by addressing common issues and escalating more complex queries to human representatives.
Although Lyft has previously utilized AI chatbots, Claude offers a more human-like interaction that may enhance customer experience. Despite skepticism about AI in customer service—evidenced by a Gartner survey indicating that 64% of customers prefer human assistance—Lyft reports an 87% reduction in customer service resolution time since deploying the Claude system, resolving thousands of inquiries daily.
Additionally, the partnership allows Anthropic to provide training for Lyft’s engineers, helping them effectively leverage AI tools across their platform for various operational tasks. Lyft aims to advance its competitive edge against Uber by implementing more efficient systems and software engineering methods informed by generative AI technologies.
Anthropic, which has raised a total of $13.75 billion, is currently valued at $60 billion while seeking additional funding. This partnership is expected to yield new product innovations that will benefit both Lyft and its users.
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