Anthropic uses AI to dodge customer complaints. A new law may force a change

Inside the disorienting Dreamforce takeover of Moscone Center last month, one booth advertised the future of customer service using — what else? — AI agents. Fin, formerly Intercom, was acquired by Salesforce in September for $3.6 billion and listed an impressive array of clients. One of them, Anthropic, said in a testimonial that it sees about 560,000 customer service resolutions a month using Fin’s tech. Anthropic’s business case is based on the theory that AI can efficiently replace human labor. Its employees have been sounding the alarm that the technology might kill us all. But several of Anthropic’s paying customers say they hit prosaic billing and subscription service problems, and there are few (if any) avenues for recourse or to talk to a person to address the issues.

First reported by The San Francisco Standard. This page is a short excerpt; the full text is theirs.