Imagine standing curbside, waiting for your Uber ride to arrive. On your app, you see that the car is barely moving. You send them a message to find out what’s going on.
Unbeknownst to you, your driver-partner is stuck in …
Earlier this year, we introduced Uber’s Customer Obsession Ticket Assistant (COTA) system, a tool that leverages machine learning and natural language processing (NLP) techniques to recommend support ticket responses (Contact Type and Reply) to customer support agents, with Contact …
To facilitate the best end-to-end experience possible for users, Uber is committed to making customer support easier and more accessible. Working toward this goal, Uber’s Customer Obsession team leverages five different customer-agent communication channels powered by an in-house platform that …