Intelligent conversational agents have evolved significantly over the past few decades, from keyword-spotting interactive voice response (IVR) systems to the cross-platform intelligent personal assistants that are becoming an integral part of daily life.
Along with this growth comes the need …
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 …