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.
The Uber Science Symposium featured talks from members of the broader scientific community about the the latest innovations in RL, NLP, and other fields.
One-click chat, the Uber driver app's smart reply system, leverages machine learning to make in-app messaging between driver-partners and riders more seamless.
Uber built the next generation of COTA by leveraging deep learning models, thereby scaling the system to provide more accurate customer support ticket predictions.
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.
In this article, we highlight how Uber leverages machine learning and artificial intelligence to tackle engineering challenges at scale.