Case Study: StubHub achieves near-instant customer support with Claude from Anthropic

StubHub transforms live event ticketing with Claude

StubHub, the world's leading live event marketplace, faced a significant challenge in providing timely customer support for its time-sensitive ticketing inquiries. Traditional support models were unable to meet the demands of customers who often needed assistance just minutes or hours before an event, leading to long wait times that risked ruining special occasions. The company turned to vendor Anthropic and its Claude Platform for a solution.

By implementing Anthropic's Claude through a RAG pipeline, StubHub connected the AI to its internal systems to provide instant, accurate support. This solution drastically reduced customer wait times from over 20 minutes to near-instant responses while simultaneously decreasing operational costs by 30%. Claude consistently outperformed other AI models in resolution rates and customer satisfaction, transforming StubHub's customer service into a strategic advantage.

StubHub

Timothy Addison

Engineering Org Chief of Staff