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Norm Usenkanov

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Norm Usenkanov is a former Engineering Manager with the Customer Obsession team at Uber, based in Sunnyvale. In his spare time, he can be found hiking or reading books on history and philosophy.

Engineering Blog Articles

Customer Support Automation Platform at Uber

High Level Overview of the Problem

Introduction

If you’ve used any online/digital service, chances are that you are familiar with what a typical customer service experience entails: you send a message (usually email aliased) to the company’s support staff, fill

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