United StatesRetail and e-commerce2025 – ongoingStubHub
AI virtual assistant for customer support
StubHub cut customer service operating costs by over 30% with a Claude-based virtual assistant
Problem
StubHub's customers waited more than 20 minutes for help, and simple requests such as tracking an order took about 20 minutes and several calls.
Approach
StubHub A/B tested several model providers and chose Claude for a virtual assistant. The assistant tracks orders, gives event updates, helps customers reach tickets and answers policy questions in several languages, around the clock. It reads internal systems through a retrieval-augmented generation pipeline. The first use case launched within six weeks.
Results
Takeaway
Routine order and ticket questions were the first work handed to the assistant, which freed the service operation from long waits on simple requests.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Anthropic's customer story describes StubHub's Claude-based customer support assistant, built with a retrieval pipeline over internal systems. It reports waits falling from over 20 minutes to near-instant answers and customer service operating costs dropping by over 30%. The page carries no date; the Internet Archive first saved it on September 17, 2025.
Full details are in the original sources.