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Spotlight on Data: Improving Uber’s Customer Support with Natural Language Processing and Deep Learning with Piero Molino

Video Description

For a company looking to provide delightful user experiences, it's critical to resolve customer issues quickly and efficiently. Uber has implemented COTA, a system that helps representatives provide the best experience to customers by suggesting the best solutions. COTA improves the speed and reliability of customer support through automated ticket classification and answer selection for support representatives. By improving speed and reliability, COTA also helps reduce customer support operations costs.

In this Spotlight on Data, find out how Uber leverages large-scale data and deep learning models for operational efficiency and improved user experience. Piero Molino details how Uber has reduced issue resolution time by 20% while maintaining levels of customer satisfaction, using NLP, deep learning, A/B testing, and productionized models.

Recorded on July 2, 2019. See the original event page for resources for further learning. Find future live events to attend or watch recordings of other past events.

O’Reilly Spotlight explores emerging business and technology topics and ideas through a series of one-hour interactive events. In live conversations, participants share their questions and ideas while hearing the experts’ unique perspectives, insights, fears, and predictions for the future.

In every edition of Spotlight on Data, you’ll learn about, discuss, and debate the tools, techniques, questions, and quandaries in the world of data. You’ll discover how successful companies leverage data effectively and how you can follow their lead to transform your organization and prepare for the Next Economy.