Story
Anthropic
MGM ResortsHow MGM Resorts Runs Voice Experiences on Claude Code
MGM Resorts, a consumer discretionary organization in the United States, uses Claude Code from Anthropic to support customer and product conversations for product and contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer and product conversations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Claude Code is the governed place product and contact center teams use for customer and product conversations |
| Capability | New joiners can see how customer and product conversations actually runs |
Story
Consumer Discretionary work at MGM Resorts spans more than one site, even when headquarters sits in the United States. Spoken interfaces was splitting across regional habits. Product and contact center teams asked for a shared way to run customer and product conversations without freezing local judgment.
Anthropic (Claude Code) is what they standardized on. Anthropic builds the Claude family of AI models used for analysis, coding, and workplace assistants with an emphasis on reliability. MGM Resorts uses it as the system of record for spoken interfaces, with product and contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
