Weekly Primer: Feb 10, 2025

A distillation of AI news for CX leaders

Author

John Walter
February 10, 2025

Welcome to the the Contact Center AI Association’s weekly newsletter. Our goal is to distill the week’s news that’s most important to CX leaders.

This edition focuses on:

  1. Lyft reduces average resolution time by 87% with new Anthropic collaboration;

  2. Amazon’s Chatbot upgrade increases CSAT by 5%;

  3. Notable Job Opportunities; and

  4. Q1 In-person meeting in the Bay Area.

Lyft reduces average resolution time by 87%

Lyft partnered with Anthropic to deploy the Claude AI assistant for driver support inquiries. The chatbot now handles thousands of routine questions, cutting average resolution time by 87% while transitioning complex cases to human specialists when needed. This is part of a larger collaboration between Lyft and Anthropic, where Lyft gets early access to Anthropic’s newest tools as they deploy them across various business functions. (Source)

Amazon’s Chatbot upgrade increases CSAT by 5%

Amazon redesigned its customer service chatbot using generative AI, resulting in a measurable uptick in customer satisfaction. CEO Andy Jassy noted a 5% improvement in satisfaction scores after the upgrade. The smarter chatbot can understand queries better and provide more helpful responses. (Source)

Noteworthy New Job Opportunities

Director, Contact Center Technology & Workflows at Disney Direct to Consumer (Remote): Job Posting

Senior Director, Customer Support Operations at Deltek, Inc.(Remote): Job Posting

Director of Customer Support at Rad AI (Remote): Job Posting

CCAIA’s Q1 In-Person Meeting on March 21

Join us for the CCAIA Q1 In-Person Meeting in San Jose, CA, on March 21.

The Boardroom-style meeting will focus on "Learning from Launches." CX leaders will exchange insights from implementing AI in their operations.

There will also be a Q1 legal update narrowly focused on new regulations and recent litigation involving the use of AI in customer support.

It's an education-packed 2 hour meeting, followed by an early dinner.

There is no recording or broadcast of the meeting. This encourages open and honest conversations. We will distribute the distilled insights through this newsletter.

There's no cost to attend.

But there's only 15 spots.