This article explores Uber's artificial intelligence-driven customer service system, from data preprocessing to the implementation of sorting algorithms. To ensure an exceptional user experience, Uber continuously refines its customer support processes and has developed COTA to enhance the speed and accuracy of problem resolution for customer service representatives.
Recently, an article published on Uber's official website provided an in-depth look at how COTA was built using natural language processing (NLP) and machine learning technologies. With this system, Uber is now able to address over 90% of customer service inquiries quickly and efficiently.
To deliver the best possible user experience, Uber keeps improving its customer support infrastructure, making it more accessible and efficient. The Customer Obsession team offers five distinct customer service channels through its internal platform—application-based support, website support, local driver networks, phone assistance, and physical service centers.
This internal system includes a ticketing function that tracks and resolves issues. Every day, hundreds of thousands of service requests are submitted across more than 400 cities worldwide. The Customer Obsession team must ensure that customer service agents can resolve problems as accurately and swiftly as possible.
To achieve this, Uber developed COTA (Customer Obsession Ticket Assistant), an AI-powered platform that leverages machine learning and NLP to assist customer service representatives in delivering better support.
On Uber’s customer support platform, COTA works with the Michelangelo machine learning service to resolve over 90% of customer service issues quickly and effectively.
In the following sections, we will delve into the motivations behind creating COTA, its backend architecture, and how it helps boost customer satisfaction.
Customer Support Without COTA
When customers reach out to Uber for assistance, our goal is to provide them with the most effective solution as quickly as possible.
Users can select the category that best matches their issue and then describe the problem in detail when submitting a request. This process provides valuable context for customer service agents, helping them resolve issues faster, as shown in Figure 1:
Figure 1: Uber’s built-in customer support service features an intuitive and user-friendly interface that first identifies the type of problem and then highlights relevant trip details.
Uber’s in-app support captures background information about the issue, which is essential but not always sufficient to fully resolve the problem, especially when multiple solutions exist. Additionally, the same issue can be described in various ways, making the resolution process more complex.
As Uber continues to expand its services, the volume and diversity of customer inquiries have grown significantly, including technical issues and billing concerns. When customer service agents handle these requests, the first challenge is identifying the correct problem category from thousands of options—an arduous task.
Reducing the time it takes to classify an issue is crucial, as it directly impacts the overall time required to solve a user’s problem.
Once the issue type is identified, the next step is to apply the appropriate solution. Each category has specific protocols, and choosing the right one from thousands of potential answers is a time-consuming process.
A comprehensive selection of USB connectors are available with various combinations of form factors, interface and version types, vertical and horizontal configurations, as well as a unique new USB 2.0 Type-C charging option. Chances are Antenk have the right USB connector for you.
USB (Universal Serial Bus) was originally developed and introduced in 1996 as a way of setting up communication between a computer and peripheral devices by replacing many varieties of serial and parallel ports.
USB connectors have become the standard connection method for devices such as mice, keyboards, game pads & joysticks, scanners, digital cameras, printers and external hard drives.
Although designed for personal computers USB has become commonplace on other devices such as mobile phones, PDA's, video game consoles, AC power adaptors, memory sticks and mobile internet access dongles.
USB Connector Type
USB Type A
Also known as USB standard A connector, the USB A connector is primarily be used on host controllers in computers and hubs. USB-A socket is designed to provide a "downstream" connection intended for host controllers and hubs, rarely implemented as an "upstream" connector on a peripheral device. This is because USB host will supply a 5V DC power on the VBUS pin. As such, it is important to remember while purchasing USB cables it is safest to make sure at least one of the plugs is a USB A.
Though not that common, USB A male to A male cables are used by some implementers to make connections between two USB A style female port. Be aware that typical A-A cables are not intended for connection between two host computers or computer to hub.
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USB Type B
Also known as USB standard B connector, the B style connector is designed for USB peripherals, such as printer, upstream port on hub, or other larger peripheral devices. The primary reason for the development of USB B connectors were to allow the connection of peripheral devices without running the risk of connecting two host computers to one another. USB B type connector is still used today, though it is slowly being phased out in favor of more refined usb connector types.
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USB Type C
USB-C or USB Type-C connector is the newest USB interface came to the market along with the new USB 3.1 standard. Different from previously mentioned USB A type and B type connector, USB C Type connector can be used on both host controller ports and devices which use upstream sockets. In the last few years a numbers of laptops and cellphones have appeared on the market with C style USB connectors.
USB Type C connector is compatible with USB 2.0, 3.0, 3.1 Gen 1 and Gen 2 signals. A full feature USB 3.1 Gen 2 C to C cable is able to transmit data at maximum 10 Gbps with enhanced power delivery of up to 20V, 5A (100W) and to support DisplayPort and HDMI alternate mode to transfer video and audio signal.
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USB Mini B
Similar to USB B type connector, USB mini B sockets are used on USB peripheral devices, but in a smaller form factor. The mini B plug by default has 5 pins, including an extra ID pin to support USB On-The-Go (OTG), which allows mobile devices and other peripherals to act as a USB host.
Initially, this plug was designed for earlier models of smartphones, but as smartphones have become more compact and with sleeker profiles, the Mini USB plug has been replaced by the micro USB. Now, the Mini-B is designed for some digital cameras while the rest of the mini plugs series have become more of a legacy connectors as they are no longer certified for new products.
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USB 2.0 A to Mini B High Flex Cables
USB 2.0 Mini B to Mini B High Flex Cables
USB Micro B
The micro USB B connector essentially a scaled down form of the mini USB which allowed mobile devices to get slimmer while still maintaining the ability to connect to computers and other hubs.
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