Customer Support Automation Platform at Uber

Customer Support Automation Platform at Uber

摘要

If you’ve used any online/digital service, chances are that you are familiar with what a typical customer service experience entails: you send a message (usually email aliased) to the company’s support staff, fill out a form, expect some back and forth with a customer service representative (CSR), and hopefully have your issue resolved. This process can often feel inefficient and slow. Typically, this might be attributable to the tooling/processes made available to CSRs for solving your issue. For any given issue, the CSR has to navigate standard operating procedures (SOPs, a.k.a. flow) with proliferating undocumented branches/edge cases making their work mundane, tedious, and imprecise. The manual maintenance and navigation of these SOPs can create a bureaucratic bottleneck, which ultimately leaves the customer dissatisfied.