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Customer Obsession

Latest Articles
10 MAY

Customer-focused Engineering at Uber: A Q&A with Jörg Heilig, VP of Ridesharing and Eats Engineering

In this interview, Uber Vice President of Engineering for Ridesharing and Eats Jörg Heilig talks about taking a leadership role in a large engineering organization with a broad portfolio and the priorities being set for 2018.

7 MAY

Thank You for Your Feedback: Improving the Uber Engineering Workflow with uRate

uRate empowers both Uber employees and customers to provide quick and efficient feedback on tools and products, enabling engineers to build more responsive services.

18 APR

Mediation Modeling at Uber: Understanding Why Product Changes Work (and Don’t Work)

Uber Labs leverages mediation modeling to better understand the relationship between product updates and their outcomes, leading to improved customer experiences on our platform.

28 MAR

Building Check-In Queuing & Appointment Scheduling for In-Person Support at Uber

Uber's Customer Obsession Engineering team developed new check-in queuing and appointment systems to improve the customer experience for driver-partners at our Greenlight Hubs.

3 JAN

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.

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