Case Study: Grab achieves higher merchant issue resolution and lower negative sentiment with Anthropic’s Claude

Grab scales personalized merchant support across Southeast Asia with Claude

Grab, a Southeast Asian super-app, faced the challenge of providing consistent, high-quality business support at scale to its vast and diverse network of merchant partners. Their goal was to democratize access to expert guidance—traditionally only for large enterprises—for millions of small merchants and large chains across multiple countries and languages. To address this, they partnered with vendor Anthropic to implement the Claude Platform.

Anthropic’s Claude powers the conversational AI at the heart of Grab’s Merchant AI Assistant, which acts as a 24/7 business advisor. The solution delivers personalized, practical, and strategic recommendations to merchants, operating seamlessly across multiple regional languages. This implementation by Anthropic led to significant results, including a 5.7 percentage point increase in merchant issue resolution rates and a 25% reduction in negative merchant sentiment.

Grab

Chris Collard

Product Manager