When Lyft announced our partnership with Anthropic and AWS earlier this year, we promised to reimagine rideshare through customer-first artificial intelligence (AI). Today, the results show the future of customer support isn't just faster, it's fundamentally different.
The Problem We Solved
Picture a driver whose account shows an issue right before Friday evening rush, or a rider who left their wallet in the backseat after a late-night ride. These aren't just support tickets, they're moments that impact livelihoods and peace of mind.
Previously, getting help meant navigating endless menu options. Drivers had to sort through hundreds of possible categories, and if they accidentally chose the wrong option, it meant starting over. At Lyft's scale, serving over 40 million annual riders and more than 1 million drivers, that friction created a lot of frustrating moments.
The Innovation: AI That Understands
Working with the AWS Generative AI Innovation Center, we built an "intent agent" that changes everything. Instead of rigid menus, it has real conversations. A driver messages, "My earnings aren't showing up," the AI agent already knows they just completed three rides, sees their payment history, and understands the context in order to take action to resolve it.
Using Claude by Anthropic via Amazon Bedrock, we've created AI that's smart (leveraging backend data), empathetic (natural conversation), and agentic (taking meaningful action, not just answering questions).
"The future of customer service has fundamentally shifted through AI," said Ameena Gill, Vice President of Safety and Customer Care at Lyft. "We're excited to show how Lyft is leading that transformation to enhance every journey for our 40+ million annual riders and 1+ million drivers."
The numbers tell the transformation story:
87% reduction in average resolution time: thousands of support requests resolved daily, with more than half in under three minutes
70% growth in driver usage in 2025: when people have a choice, they're choosing AI
24/7 availability in English and Spanish: support whenever and however it's needed
“Lyft is embracing agentic AI to advance its commitment to delivering great rider and driver experiences,” said Sri Elaprolu, director of the AWS Generative AI Innovation Center. “It has been rewarding to see the experts and leaders at both our companies team up to work backwards from the business outcomes Lyft is looking to achieve with AI. That’s the key to creating meaningful value with the technology.”
What's Next
At AWS re:Invent 2025 this week, we'll share our learnings. This is just the beginning of the long-term collaboration we announced - using AI to enhance every journey and power human connection. Today, we're proving the future isn't just about automation—it's about AI that understands how to support users and makes every interaction better.
Learn more about our AWS & Anthropic partnership.
Forward-Looking Statements
Certain statements contained in this announcement are “forward-looking statements” about Lyft within the meaning of the securities laws, including statements about Lyft’s further anticipated collaboration with Anthropic and AWS. Such statements, which are not of historical fact, involve estimates, assumptions, judgments and uncertainties. There are a number of factors that could cause actual results or outcomes to differ materially from those addressed in the forward-looking statements. Such factors are detailed in Lyft’s filings with the Securities and Exchange Commission. Lyft does not undertake an obligation to update its forward-looking statements to reflect future events, except as required by applicable law.