Building an AI-powered support system? We compare GPT-5.2 and Claude Sonnet 4.5 on the five dimensions that matter most for customer-facing conversations.
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Task-specific scoring for customer support workloads across 5 dimensions.
| Dimension | GPT-5.2 | Claude Sonnet 4.5 | Edge |
|---|---|---|---|
| Empathy & Tone | Warm, approachable tone that feels natural in customer conversations. Good at defusing frustration. | Professional and measured. Excellent at acknowledging the customer's problem without over-promising. | tie |
| Issue Resolution | Efficiently walks through troubleshooting steps. Strong at generating how-to instructions from documentation. | Better at diagnosing root causes from vague customer descriptions and suggesting less obvious solutions. | |
| Escalation Detection | Detects angry language and common escalation triggers. Can miss subtle signals like repeated questions. | More nuanced escalation detection including passive frustration signals. Recommends human handoff earlier when appropriate. | |
| Knowledge Accuracy | Reliable when grounded with documentation via RAG. Occasionally hallucinates product features without grounding. | More cautious about stating uncertain information. More likely to say 'I'm not sure' than fabricate an answer. | |
| Response Speed | Faster time-to-first-token and higher throughput, resulting in snappier responses for live chat. | Slightly slower to begin responding but produces more complete answers on the first message. |
Pick GPT-5.2 for high-volume live chat, FAQ-style responses, and support flows where speed matters more than nuance. Pair with strong RAG to minimize hallucination.
Pick Claude Sonnet 4.5 for complex support tickets, sensitive conversations, and any support channel where accuracy and appropriate escalation are more important than raw speed.
Claude Sonnet 4.5 is the safer choice for customer support thanks to better root-cause diagnosis, escalation detection, and its tendency to avoid hallucination. GPT-5.2's speed advantage matters for high-volume live chat where response time impacts satisfaction scores.
Use LLMWise Compare mode to test GPT-5.2 vs Claude Sonnet 4.5 on your own customer support prompts.
You only pay credits per request. No monthly subscription. Paid credits never expire.
Replace multiple AI subscriptions with one wallet that includes routing, failover, and optimization.