Smartsheet builds conversational AI into work management with Claude
Smartsheet hit 1.76M MCP tool calls in 30 days. “Here’s the thing most companies get wrong about AI adoption: they think it’s a tools problem,” said Drew Garner, SVP of AI & Data Platform at Smartsheet. Launched in March 2026, it reached 1,400+ organizations within the first 30 days.
- Agent or tool
- Amazon Bedrock
- Topic
- Customer Support
- Reported on
- Case study (Anthropic)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 112 by interest), and one of 81 involving Amazon Bedrock.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Amazon Bedrock or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Amazon Bedrock.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Anthropic): https://claude.com/customers/smartsheet. Our summary is a paraphrase; details are in the source.
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