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Hugh Williams

1 BLOG ARTICLES 1 RESEARCH PAPERS
Hugh Williams is a data science manager on Uber's Applied Machine Learning team.

Engineering Blog Articles

Scaling Uber’s Customer Support Ticket Assistant (COTA) System with Deep Learning

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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

Research Papers

Can You be More Polite and Positive? Infusing Social Language into Task-Oriented Conversational Agents

Y.-C. Wang, R. Wang, G. Tur, H. Williams
Goal-oriented conversational agents are becoming ubiquitous in daily life for tasks ranging from personal assistants to customer support systems. For these systems to engage users and achieve their goals in a more natural manner, they need to not just provide informative replies and guide users through the problems but also to socialize with users. To this end, we extend the line of style transfer research on developing generative deep learning models to control for a specific style such as sentiment and personality. [...] [PDF]
Conversational Intelligence Challenge at Conference on Neural Information Processing Systems (ConvAI @ NeurIPS), 2018

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