COTA: Improving Uber Customer Care with NLP & Machine Learning
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 integrates customer support ticket context for easy issue resolution. With hundreds of thousands of tickets surfacing daily on the platform across 400+ cities worldwide, this team must ensure that agents are empowered to