How Uber used natural language processing and deep learning to improve customer service satisfaction

Video description

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.

Product information

  • Title: How Uber used natural language processing and deep learning to improve customer service satisfaction
  • Author(s): Piero Molino
  • Release date: August 2019
  • Publisher(s): O'Reilly Media, Inc.
  • ISBN: 0636920421870