Huaixiu Zheng
Huaixiu Zheng is a senior data scientist at Uber, working on projects in the domains of deep learning, reinforcement learning, natural language processing and conversational AI systems.
Improving Driver Communication through One-Click Chat, Uber’s Smart Reply System
One-click chat, the Uber driver app's smart reply system, leverages machine learning to make in-app messaging between driver-partners and riders more seamless.
Scaling Uber’s Customer Support Ticket Assistant (COTA) System with Deep Learning
Uber built the next generation of COTA by leveraging deep learning models, thereby scaling the system to provide more accurate customer support ticket predictions.
COTA: Improving Uber Customer Care with NLP & Machine Learning
In this article, Uber Engineering introduces our Customer Obsession Ticket Assistant (COTA), a new tool that puts machine learning and natural language processing models in the service of customer care to help agents deliver improved support experiences.
