Case Study: Grab boosts merchant support and sentiment with Claude

Grab scales personalized merchant support across Southeast Asia with Claude

Grab, Southeast Asia's leading super-app, faced the challenge of scaling personalized support for its vast and diverse network of merchants. Traditional methods could not efficiently provide the high-quality, tailored business advice that small and large merchants needed to succeed, creating a need to democratize enterprise-level consulting. They turned to Anthropic and implemented Claude to power a new solution.

By deploying Claude as the core of its Merchant AI Assistant, Grab created a 24/7 business advisor that delivers personalized, multilingual support across its eight regional markets. The solution provided practical guidance and strategic recommendations tailored to each business. This implementation by Anthropic yielded 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