Case Study: Sendbird achieves enterprise-grade AI customer support at scale with Claude

Sendbird delivers reliable, enterprise-grade AI customer service with Claude

Sendbird, a software company that powers over 7 billion monthly conversations for its global clients, faced the challenge of scaling customer support. Traditional contact centers could not keep pace with the demand for instant, personalized support, and early AI solutions produced unreliable, inaccurate responses that risked brand trust and compliance. They turned to Anthropic's Claude to find a more intelligent and reliable automation solution.

By integrating Claude into its platform, Sendbird built AI customer support agents that combine automation with human-level accuracy. The solution from Anthropic delivered a massive increase in competitive win rate from 30% to 90%, and enabled clients like Lotte Homeshopping to redirect 30-40% of human inquiries to AI. This resulted in higher quality interactions, improved customer satisfaction scores, and 24/7 support capabilities for their enterprise customers.

Sendbird

Jin Ku

Chief Technology Officer