Tag: Customer Support
Improving the User Experience with Uber’s Customer Obsession Ticket Routing Workflow and Orchestration Engine
Uber adopted workflow orchestration and Cadence, our open source orchestration engine, to better handle customer support ticket routing at scale.
To improve our maps, Uber Engineering analyzes customer support tickets with natural language processing and deep learning to identify and correct inaccurate map data.
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.
Uber’s Customer Obsession team builds tools that make the customer support experience quicker and more seamless for users across our services.