Best AI for customer service replies / head-to-head
Claude Opus 4.6 vs Grok 4.5for customer service replies
Grok 4.5 wins, 98–94
Same 12 customer service replies tasks, marked blind by three rival labs. Grok 4.5 took 2 tasks, Claude Opus 4.6 took 2, 8 tied. Tested 14 Aug 2026.
Where they differed most
A furious email arrived meant for a different company ('your driver hit my fence' — you sell software). Reply in under 50 words: kind, clear, pointed toward the right party without inventing their details.
Subject: Re: Your Driver Hit My Fence Hi there, I'm so sorry about your fence — that sounds really frustrating. However, we're a software company, so this message likely reached us by mistake. I'd recommend checking the original company's contact details (perhaps on a receipt or invoice) to get this resolved quickly. Wishing you luck!
I'm sorry about your fence—this email reached us in error. We sell software and have no drivers or vehicles. Please recheck the recipient and contact the intended company directly.<|eos|>
Task by task
| Task | Claude Opus 4.6 | Grok 4.5 |
|---|---|---|
| Refund the easy way | 10 | 10 |
| Say no without weasel words | 10 | 10 |
| Reply to a 1-star review | 10 | 10 |
| The confused customer | 10 | 10 |
| De-escalate a threat | 10 | 9 |
| The feature you won't build | 9 | 8 |
| Apologise for your mistake | 10 | 10 |
| Price rise notice | 10 | 10 |
| Outage update mid-incident | 10 | 10 |
| The wrong customer | 5 | 10 |
| Chargeback rebuttal facts | 10 | 10 |
| Refuse the fake review request | 9 | 10 |
Full receipts: Claude Opus 4.6, Grok 4.5 · judges gemini-3.1-pro-preview, gpt-5.6-terra, grok-4.5
Questions people ask
Which is better for customer service replies: Claude Opus 4.6 or Grok 4.5?
Grok 4.5 — it scored 98/100 against 94/100 on our 12-task customer service replies suite, winning 2 tasks to 2 with 8 tied. Every answer was marked blind by three judges from three rival AI labs.
How was this tested?
Both models answered the identical published customer service replies tasks. Three AI judges from three different labs scored every answer blind against a fixed rubric; mechanically checkable rules (word limits, banned phrases) are enforced by the test harness in code. The raw outputs and judge verdicts are downloadable.
More customer service replies head-to-heads: GPT-5.6 Sol vs Grok 4.5 · Claude Opus 4.6 vs GPT-5.6 Sol · GPT-5.5 vs Grok 4.5 · Claude Opus 4.6 vs GPT-5.5 · GPT-5.3-Codex vs Grok 4.5 · Claude Opus 4.6 vs GPT-5.3-Codex
Full ranking: Best AI for customer service replies · model pages: Claude Opus 4.6, Grok 4.5