Uber has implemented an ML and NLP system that suggests the most likely solutions to a ticket to its customer support representatives, making them faster and more accurate while providing a better user experience. Piero Molino, Huaixiu Zheng, and Yi-Chia Wang describe how Uber built the system with traditional and deep learning models and share the lessons learned along the way.
Table of contents
- Title: How Uber used natural language processing and deep learning to improve customer service satisfaction
- Release date: August 2019
- Publisher(s): O'Reilly Media, Inc.
- ISBN: 0636920421870
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