Why Anthropic chose Fin to transform their customer support | The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom | Podwise
This podcast episode interviews Emily Lampert, Head of Product Support at Anthropic, about their AI-first customer support strategy using Intercom's FIN. The discussion covers challenges in scaling support for diverse user bases (free vs. paid, product variations), the decision to partner with Intercom instead of building an in-house solution (driven by trust, expertise, and speed), and strategies for handling predictable and unpredictable support volume spikes (Help Center content updates, team training, AI buffer). Anthropic leverages Claude AI for content creation and categorization, achieving a 50% resolution rate with FIN and saving 6,000 human support hours. The interview concludes with advice for support leaders on balancing AI and human teams, focusing on leveraging AI for routine tasks and reserving human expertise for complex issues.
