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    

Uber AI Labs and Uber ATG Toronto are excited to announce the Uber AI Residency, an intensive one-year research training program slated to begin this summer.   Uber has invested substantially in machine learning and artificial intelligence, with groups around the company working on a variety of techniques—deep learning, reinforcement learning, neuroevolution, probabilistic modeling,  natural language processing,    

Choice is fundamental to the Uber Eats experience. At any given location, there could be thousands of restaurants and even more individual menu items for an eater to choose from. Many factors can influence their choice. For example, the time of day, their cuisine preference, and current mood can all play a role. At Uber Eats, we strive to help eaters find the exact food they want as effortlessly as possible. We approach    

Earlier this year, we introduced Uber’s Customer Obsession Ticket Assistant (COTA) system, a tool that leverages machine learning and natural language processing (NLP) techniques to recommend support ticket responses (Contact Type and Reply) to customer support agents, with Contact Type being the issue category that the ticket is assigned to and Reply the template agents use to respond. After integrating it into our Customer Support Platform, COTA v1 reduced English-language ticket resolution times by    

Imagine standing curbside, waiting for your Uber ride to arrive. On your app, you see that the car is barely moving. You send them a message to find out what’s going on. Unbeknownst to you, your driver-partner is stuck in traffic en route to your pick-up location. They receive your message and want to reply back. This scenario is something Uber driver-partners tell us is a pain point. So we began thinking, what if    

High quality map data powers many aspects of the Uber trip experience. Services such as Search, Routing, and Estimated Time of Arrival (ETA) prediction rely on accurate map data to provide a safe, convenient, and efficient experience for riders, drivers, eaters, and delivery-partners. However, map data can become stale over time, reducing its quality. As a customer-obsessed company, Uber reviews and    

By Theofanis Karaletsos, Ersin Yumer, Raquel Urtasun, and Zoubin Ghahramani on behalf of Uber AI Labs and Uber ATG Connecting the digital and physical worlds safely and reliably on the Uber platform presents exciting technological challenges and opportunities. For Uber, artificial intelligence (AI) is essential to developing systems that are capable of optimized, automated decision making at scale. AI at Uber is a rapidly growing area across both research and applications, including self-driving vehicles. We    

At Uber, hundreds of data scientists, economists, AI researchers and engineers, product analysts, behavioral scientists, and other practitioners leverage scientific methods to solve challenges on our platform. From modeling and experimentation to data analysis, algorithm development, and fundamental research, the methods used by our teams reflect a commitment to advancing scientific discovery beyond the scope of our own use cases. On November 28, 2018, members of Uber’s scientific community hosted the first-ever Uber Science Symposium,    

Every day, Uber users around the world initiate customer support tickets through our Customer Obsession Platform. To ensure a seamless user experience, each of those tickets must be matched with an agent who speaks the user’s language and who has been trained to handle issues of that type and in that country, among other qualifications. Routing tickets to an agent with the right skillset has become more complex as    

Zoubin Ghahramani is Uber’s Chief Scientist and the Head of AI. The ease and simplicity of Uber’s platform is built on fundamental advances in science and technology. Teams across Uber are committed to developing the most advanced scientific techniques in a wide array of domains, from artificial intelligence and its many sub-fields, including natural language processing and self-driving vehicles, to   To finish reading, please visit source site