Sendbird uses Claude to power AI customer support agents that enable companies to automate high-volume support conversations while maintaining accuracy, reliability, and compliance for their 4,000+ global customers.
With Claude, Sendbird:
Extends the capabilities of a platform that powers 7 billion+ monthly conversations across 6 billion users worldwideIncreased competitive win rate of selling their AI-enabled platform from 30% to 90% in head-to-head evaluationsEnables enterprise clients like Lotte Homeshopping to redirect 30-40% of human inquiries to AI agents
Transforming customer support with reliable AI
Sendbird has become the communication backbone for 4,000+ global businesses, with over 7 billion monthly conversations flowing through their platform. As customer expectations evolved to demand instant, personalized support across all channels, Sendbird recognized that traditional contact centers couldn’t keep pace.
The AI opportunity was clear, but so was the risk. Early experiments revealed most AI models produced confident but incorrect responses that endangered brand trust and compliance. Sendbird needed intelligent automation without sacrificing enterprise reliability.
By integrating Claude into their platform, Sendbird now offers AI agents that combine automation’s scale with human-level accuracy. Their solution handles routine inquiries automatically while escalating complex issues, enabling enterprises to provide immediate, high-quality support at any scale.
Why Sendbird chose Claude
Sendbird’s evaluation process focused on finding an AI model that could reliably follow instructions and limit hallucinations while maintaining the right tone for customer support. After extensive testing across multiple models, Claude clearly outperformed the competition.
“Instruction following and limiting hallucination were key traits,” states Jin Ku, Sendbird CTO. “We also needed a model with the right characteristics—kind, patient, and empathetic—to properly serve users in support settings.”
The results spoke for themselves. Ku explains, “With competitors’ models, we only achieved a 30% win rate. Claude delivered a 90% win rate without any prompt optimization. These results remained consistent even with reduced knowledge context, which was truly remarkable.”
Claude demonstrated superior performance without requiring extensive prompt engineering. The Sendbird team found their integration experience remarkably smooth, with excellent documentation and responsive support from Anthropic. Claude’s enterprise-grade security through AWS further strengthened their decision, ensuring they could meet the strict compliance requirements of their largest enterprise customers.
How Claude powers Sendbird’s AI customer support agents
Sendbird uses Claude to create AI agents that handle enterprise customer communications at scale. These agents serve as the frontline support system across multiple channels, delivering key advantages:
Reliable instruction following that virtually eliminates the hallucinations common with other AI modelsNatural, conversational interactions that maintain consistent brand voice across mobile, web, SMS, email, and WhatsAppEnterprise-grade security through AWS integration that meets strict compliance requirements
The platform excels at processing complex information during live conversations. Ku says, “Claude analyzes large amounts of unstructured data in real-time. It can process hundreds of pages of technical documentation and immediately determine if uploaded materials meet compliance standards—all while maintaining the conversation flow.”
This capability fundamentally changes AI support. For Sendbird’s clients, it means their AI agents now confidently handle inquiries that previously required human intervention—creating seamless customer experiences that maintain brand standards while dramatically improving efficiency.
Transforming customer service at scale
Sendbird’s Claude-powered platform has revolutionized customer support for enterprise clients, delivering measurable business impact and enhanced user experiences. The improved AI accuracy has transformed operations and customer satisfaction.
“With Claude, accuracy has significantly increased compared to our previous AI solutions, delivering higher quality interactions for our clients,” notes Ku. “This improvement means users feel more comfortable with AI support, give higher CSAT ratings, and resolve more issues without human intervention.”
Lotte Homeshopping demonstrates these benefits in action. Their implementation of Sendbird’s solution redirected 30-40% of inquiries to AI, enabled 24/7 support, and improved satisfaction. “We tested several providers and were disappointed until we found Sendbird powered by Anthropic’s Claude,” explains Oh Ju-young from Lotte Homeshopping’s AI Promotion Team. “Their accuracy and flexibility overcame our challenges.”
Claude’s strong compliance features have also reduced perceived risk for enterprise clients, accelerating AI adoption across Sendbird’s customer base and helping companies embrace AI support confidently.
Building the future of AI-powered customer experiences
Sendbird is redefining customer service from reactive problem-solving to a strategic business driver. “We’re creating proactive AI agents that anticipate needs and elevate satisfaction at scale,” says Ku.
This vision transforms customer service from cost center to revenue generator. Ku explains, “With Claude, we’re integrating personalized cross-sell opportunities within support conversations, leveraging these trusted touchpoints to grow customer value.”
Sendbird is bringing powerful multimodal AI capabilities to enterprise communication platforms through their collaboration with Anthropic. By integrating Claude across every customer touchpoint, they’re creating a future where AI genuinely improves communications to customers. The result is a new standard for digital connection—one that delivers both operational efficiency and the human touch that builds lasting loyalty.
