Scaling Uber’s Customer Support Ticket Assistant (COTA) System with Deep Learning
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