Uber: Using NLP & Machine Learning to improve customer care

Apr 18, 2018 · San Jose, United States of America

6:30pm: Food & Networking
7:00pm: tech talk:
*** Please arrive by 7 PM due to Security ***

COTA stands for Customer Obsession Ticket Assistant, a tool that uses machine learning and natural language processing (NLP) techniques to help agents deliver better customer support. Leveraging our Michelangelo machine learning-as-a-service platform on top of our customer support platform, COTA enables quick and efficient issue resolution for more than 90 percent of our inbound support tickets, surfacing daily on our platform across 400+ cities worldwide.

In this event, we discuss our motivations behind creating COTA, outline its backend architecture, building the COTA backend with NLP and ML and showcase how the powerful tool has led to increased customer satisfaction.

Speaker Bio
Huaixiu Zheng is currently a Senior Data Scientist in Uber’s Applied
Machine Learning team focusing on applications of Natural Language
Processing, Deep Learning and Conversational AI Systems. He is a major
contributor to several ongoing efforts at Uber in using deep-learning based NLP/AI technologies to empower business use cases.

This event is brought to you by ACM chapter at sf/bay.
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Event organizers
  • SF/Bay AI Tech Talks Group

    "Learn by Practice". AI Tech Talks Group is a global tech community to learn and practice AI tech together with thousands like-minded tech engineers by tech talks, networking, workshop, code labs, hackathon, conference, training, etc..  we invite tech leads from companies like Microsoft, Amazon, Google, Facebook, Uber, Airbnb, Pinterest, Twitter, Nvidia, etc...and successful startups to talk and share their practices, practical experiences and solutions to solve engineering problems.  We focus on four area

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