Lyft implements Anthropic's Claude artificial intelligence for its customer service.
Artificial intelligence is making its way into the ride-sharing sector.
Lyft has established a new partnership with Anthropic to implement the artificial intelligence assistant, Claude, in managing customer service inquiries. According to the company, this tool is already helping to resolve driver requests, achieving an 87% reduction in the average time taken to resolve an issue. One example provided by Lyft shows how a driver can ask Claude about the requirements necessary to drive in their locality, and the chatbot responds with a concise list of five conditions.
However, the effectiveness of this new AI-driven solution in assisting drivers is still uncertain. Lyft drivers, like those from Uber, have previously expressed their dissatisfaction with the impersonal nature of customer service, highlighting a lack of human support. The incorporation of a chatbot to handle a greater volume of inquiries could intensify these feelings.
The company has indicated that Claude will only handle frequently asked questions, transferring customers to human specialists when more detailed assistance is needed. Additionally, Lyft is leveraging generative artificial intelligence to increase the productivity of its engineers, generating up to 1 in every 4 lines of code through these technologies.
Lyft, along with Anthropic, backed by Amazon and Google, is exploring new opportunities and capabilities, with the aim of further integrating Claude into various functionalities of the transportation platform.
