July 2019
Intermediate
56m
English
video
Spotlight on Data: Improving Uber’s Customer Support with Natural Language Processing and Deep Learning with Piero Molino
by Piero Molino
Closed Captioning available in German, English, Spanish, French, Japanese, Korean, Portuguese (Portugal, Brazil), Chinese (Simplified), Chinese (Traditional)
Overview
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 resources for further learning or watch recordings of other past events.
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