zlacker

>>hugoda+(OP)
I recently found out that there's no such thing as Anthropic support. And that made me sad, but not for reasons that you expect.

Out of all of the tech organizations, frontier labs are the one org you'd expect to be trying out cutting edge forms of support. Out of all of the different things these agents can do, surely most forms of "routine" customer support are the lowest hanging fruit?

I think it's possible for Anthropic to make the kind of experience that delights customers. Service that feels magical. Claude is such an incredible breakthrough, and I would be very interested in seeing what Anthropic can do with Claude let loose.

I also think it's essential for the anthropic platform in the long-run. And not just in the obvious ways (customer loyalty etc). I don't know if anyone has brought this up at Anthropic, but it's such a huge risk for Anthropic's long-term strategic position. They're begging corporate decision makers to ask the question, "If Anthropic doesn't trust Claude to run its support, then why should we?"

>>areofo+c8
> Out of all of the different things these agents can do, surely most forms of "routine" customer support are the lowest hanging fruit?

I come from a world where customer support is a significant expense for operations and everyone was SO excited to implement AI for this. It doesn't work particularly well and shows a profound gap between what people think working in customer service is like and how fucking hard it actually is.

Honestly, AI is better at replacing the cost of upper-middle management and executives than it is the customer service problems.

>>eighty+yc
We're working on this problem at large enterprises, handling complex calls (20+ minutes). I think the only reason we have any success is because the majority of the engineering team has been a customer support rep before.

Every company we talk to has been told "if you just connect openai to a knowledgebase, you can solve 80% of calls." Which is ridiculous.

The amount of work that goes in to getting any sort of automation live is huge. We often burn a billion tokens before ever taking a call for a customer. And as far as we can tell, there are no real frameworks that are tackling the problem in a reasonable way, so everything needs to be built in house.

Then, people treat customer support like everything is an open-and-shut interaction, and ignore the remaining company that operates around the support calls and actually fulfills expectations. Seeing other CX AI launches makes me wonder if the companies are even talking to contact center leaders.