Customer service works in two directions, and AI agents are showing up on both sides. Businesses use them to answer common questions and sort tickets, while customers are starting to use their own agents to deal with companies: chasing refunds, asking for credits and getting through support chats.
This guide gathers real examples of both. Some cases show agents drafting replies, triaging requests and looking up answers for a support team. Others show people handing an agent the frustrating job of contacting a company on their behalf. Every case links to its public source.
Clear instructions matter more than anything here. Agents do best when they know exactly what outcome is wanted, what they are allowed to agree to, and when to stop and check with a person. That keeps conversations polite and productive and avoids promises nobody intended to make.
Whether you run a support desk or simply hate waiting on hold, browse the cases below for an approach that fits. Each page has a reusable prompt you can adapt and tips for staying in control. The most interesting cases are listed first.
What is in this guide: 60 sourced cases, added between 2026-10-29 and 2026-11-11. The tools that come up most often are Amazon Bedrock (18), Agentforce (17), Claude (13), and the cases mostly sit under Customer Support (60). They were reported on Case study (Anthropic) (37), Case study (Salesforce) (18), Case study (Fin) (1). If you only have a few minutes, start with the top three: “Draft replies and promo codes for L'Oréal support advisors”; “deinePflege makes in-home healthcare more accessible with Agentforce.”; “bunq builds intelligent banking assistant Finn with Claude”.
Each case page gives a short summary in our own words, a note on why it matters, a reusable prompt broken into steps you can follow, and a link to the original first-hand account. Nothing here is a paid placement, and we only list cases with a working public source.
60 real cases, most interesting first
Draft replies and promo codes for L'Oréal support advisors· Agentforce (Salesforce) · Customer Support L'Oréal's consumer care advisors get Agentforce inside Service Cloud: it summarises each case, confirms what the consumer is asking, drafts the…
bunq builds intelligent banking assistant Finn with Claude· Amazon Bedrock · Customer Support bunq automates about 80% of support tickets. Founded in 2012 by Ali Niknam, bunq empowers 20 million users across Europe to spend, save, budget, and…
Young Drivers gears up to expand globally with Agentforce.· Agentforce · Customer Support Young Drivers — Agentforce is projected to resolve 70% of inquiries, cut call times, and deliver personalized service. Digital labor projected to…
Wiley sees 213% return on investment with Salesforce.· Agentforce · Customer Support Wiley — Learn how the publisher implemented Agentforce to cut costs and boost productivity. Learn how the publisher implemented Agentforce to cut…
Transparency and trust: Why Clay chose Fin· Fin · Customer Support With a rapidly-growing customer base, Clay wanted to scale support without sacrificing quality or their community-led approach. The team needed an…
Tidio automates customer support at scale with Claude· Claude · Customer Support Tidio automates 71% of its customer support. Read the case study to see how they build on the Claude Platform. Case study | Claude Platform Tidio…
Surging developer productivity with custom GPTs· Claude · Customer Support In their search for the ideal generative AI solution, Paf experimented with LLAMA, Claude and GPT‑4. In addition to the wide range of use cases for…
Newfront modernizes insurance experiences with Claude· Claude · Customer Support Newfront cut document processing costs 60%. Read the case study to see how they build on the Claude Platform. With Claude, Newfront: Saves HR teams…
N26 automates customer operations with Claude· Amazon Bedrock · Customer Support N26 automates up to 70% of targeted customer-ops tasks. As a fully licensed bank, N26 provides a 100% digital banking experience powered by advanced…
Medgate accelerates healthcare innovation with Claude Code· Claude Code · Customer Support Working with OWT —a Swisscom company and Switzerland’s leading technology consultancy—Medgate deployed Claude Code in a three-month pilot with four…
Lex streamlines the writing process with Claude· Claude · Customer Support Lex — Read the case study to see how they build on the Claude Platform. Lex drew 25,000 signups within 24 hours of launch. With Claude, Lex saw…
Kai delivers preemptive exposure management with Claude· Amazon Bedrock · Customer Support Kai cut false positives 99.5% across 2.5 million findings. “A skilled security analyst can thoroughly investigate 10 to 20 vulnerabilities per day,”…
IFS Nexus Black builds industrial AI with Claude· Claude · Customer Support Ifs — Read the case study to see how they build on the Claude Platform. Their flagship product, Resolve, is an AI assistant built on Claude that…
How Satispay’s engineers write 75% of their code with Claude· Amazon Bedrock · Customer Support Satispay engineers write 75%+ of code with Claude. Claude Code Anthropic's agentic coding tool. Read more The solution Making Claude available from…
Gumroad’s customer support team ships code with Claude· Claude · Customer Support Gumroad — Read the case study to see how they build on the Claude Platform. Gumroad shipped 300% more features to production. To achieve that, I had…
Gambit Robotics builds a real-time sous-chef with Claude· Claude Code · Customer Support Gambit Robotics uses Claude to power an AI kitchen device that guides home cooks through any recipe in real time, combining camera, thermal sensors…