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Lyft Partners with Anthropic for AI-Powered Customer Care

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Lyft (LYFT.O) announced on Thursday that it has partnered with Amazon (AMZN.O) and Alphabet-backed startup Anthropic to introduce artificial intelligence tools to enhance its customer care operations. The company has already been using Anthropic’s Claude AI model, which is integrated with Amazon’s Bedrock generative AI platform. This collaboration has reportedly reduced average customer service resolution times by 87%, allowing the platform to address thousands of customer inquiries daily.

Despite concerns about AI-driven job losses, Lyft emphasized that the goal is not to replace human workers but to enhance the quality and efficiency of its customer support services. Lyft’s approach involves initially addressing customer issues with the AI assistant, directing users to human agents only if further assistance is required.

“We see AI as an opportunity to improve the quality and effectiveness of our operations, not to reduce headcount,” said Jason Vogrinec, Lyft’s executive vice president of platforms. However, industry experts have pointed out that AI models can sometimes produce incorrect or fabricated information, limiting their ability to completely replace human agents. Lyft also noted that complex issues such as safety concerns, account deactivations, and fraud will still be handled by human representatives.

Through this collaboration, Lyft and Anthropic plan to explore additional AI-driven tools for both riders and drivers. Anthropic will also provide training for Lyft’s engineers on the technology, further enhancing the platform’s AI capabilities.

Lyft is scheduled to report its quarterly earnings after market close on Tuesday.

 

Qualcomm Shares Fall on Downbeat Forecast for Licensing Business

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Qualcomm’s (QCOM.O) shares dropped by around 5% in early trading on Thursday following a disappointing forecast for its patent licensing business, despite strong expectations for quarterly sales and profits. The chipmaker revealed that its licensing business, which contributed 14.8% to its total revenue in the reported quarter, would experience no sales growth this year due to the expiration of its agreement with Huawei Technologies (HWT.UL).

TD Cowen analysts had initially expected the removal of Huawei’s royalty payments to have a mild impact, but they noted that the development adds to the “wall of worry” surrounding Qualcomm’s stock. However, analysts pointed out that Qualcomm has secured licensing agreements with two other Chinese smartphone manufacturers, which may help mitigate some of the losses.

The company’s first-quarter performance exceeded expectations, driven by strong demand for AI features in mobile devices, and is often seen as a barometer for broader smartphone industry trends. Qualcomm’s second-quarter sales forecast of $10.75 billion, with adjusted profits of $2.80 per share, surpassed analysts’ estimates of $10.34 billion and $2.69 per share, respectively, as reported by LSEG data.

While Qualcomm credited growth in its smartphone division to strong sales from China, powered by government subsidies and flagship smartphone launches, it also highlighted positive performance across other business segments, including handsets, autos, and IoT.

Despite gains in 2024, Qualcomm’s stock has underperformed AI chip leader Nvidia (NVDA.O), whose shares surged by 171%. Qualcomm’s stock has increased by 6% this year, far surpassing the losses seen by competitors like Intel (INTC.O), which saw a 60% decline, and Advanced Micro Devices (AMD.O), which dropped by 18%.

As a result of the company’s outlook, Qualcomm’s median price target decreased slightly to $192, down from $199 prior to the report, according to LSEG data. The company’s forward price-to-earnings ratio stands at 15.02, significantly lower than Nvidia’s 27.64 and Intel’s 32.21.

 

Amazon’s AI-Enhanced Alexa Set for Major Upgrade in February 2025

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Amazon is preparing to unveil a significant overhaul of its Alexa voice assistant with the introduction of a generative AI-powered service, marking the most substantial update since Alexa’s original launch over a decade ago. The event, scheduled for February 26 in New York, will feature Panos Panay, head of Amazon’s devices and services team. While the company has remained tight-lipped about specifics, it is clear that the event will focus heavily on Alexa’s transformation.

This upgrade promises to take Alexa beyond its current capabilities, allowing the AI to engage in more complex interactions and respond to multiple requests in a single session. The new Alexa will act as an “agent,” capable of performing tasks on behalf of users without their direct input, making it a more integrated tool for daily activities like scheduling and shopping. Despite the excitement, Amazon faces significant challenges in ensuring the new AI system delivers accurate responses without the “hallucinations” common to generative models.

Although initially launching with limited access and no fees, Amazon is exploring potential subscription charges of $5 to $10 per month. Classic Alexa, the version currently in use, will continue to be available for free but will no longer receive new features. The decision to proceed with the generative AI version will be finalized during a “Go/No-go” meeting set for February 14, with Amazon executives aiming to resolve remaining concerns about performance and speed.

Alexa was originally envisioned by Amazon founder Jeff Bezos to resemble the voice-activated computers from Star Trek, capable of handling a wide range of tasks from controlling home devices to managing communications. However, after several years of stagnant innovation, Alexa’s functionality has largely remained limited to basic tasks like setting timers or checking the weather.

This new generative AI-driven version, internally referred to as “Banyan” or “Remarkable Alexa,” is expected to help Amazon recapture the interest of users by making Alexa smarter and more versatile. The company has also invested $8 billion into AI startup Anthropic to support the AI’s development. According to analysts, if 10% of Alexa’s 100 million active users were to pay for the new service, Amazon could generate an estimated $600 million annually.