Story
Anthropic
IBMAnthropic Supports Voice Experiences at IBM
IBM, an information technology organization in the United States, uses Claude from Anthropic to support customer and product conversations for product and contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because spoken interfaces has a clear owner |
| Productivity | Handoffs in customer and product conversations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Claude is the governed place product and contact center teams use for customer and product conversations |
Story
IBM grew spoken interfaces faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. Product and contact center teams were the ones stitching the picture together by hand.
Rolling out Claude put customer and product conversations on Anthropic. Anthropic builds the Claude family of AI models used for analysis, coding, and workplace assistants with an emphasis on reliability. IBM keeps the product in the path where work already happens, so product and contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer and product conversations. Spoken interfaces is easier to inspect, and adjacent groups can join product and contact center teams without a guided tour of someone's desktop.
