How Lyft uses Claude for faster, more human customer support

1. SPSpeaker0:00

   Back in 2023, we were facing a really difficult time at support at Lyft. Rider base increased, or driver base was increasing, and this was super exciting for Lyft, but it felt like our current support system was not set up to handle this well. Our support queues were getting a bit overwhelmed. It was just a long time to wait and get an issue resolved for our riders and our drivers. We knew we needed to do something, but it wasn't clear yet what. There were definitely a lot of different models that we were considering using. Claude's personality is really what stuck out. When I was looking at the actual support interactions, there was just this more organic feeling. Our customers were conversing more and opening up about the issues that they were having. Customer resolution time decreased by 87%, so something that would have taken thirty-plus minutes, now sometimes that's even resolved in a matter of seconds. This feels like a transformational shift for Lyft customer support. Through using Claude for our AI assistant, we have been able to save millions of dollars on the support side that we've specifically focused on reinvesting back into our support agents to upskill them, to avoid burnout, empowering our agents to spend more time on the issues that require human care, and infusing that layer of empathy and care that's really important to us at Lyft. [soft music]

Episode duration: 1:35