Uber的客户支持自动化平台
High Level Overview of the Problem
问题的高层概述
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.
如果你使用过任何在线/数字服务，你有可能熟悉典型的客户服务体验：你向公司的支持人员发送一个信息（通常是电子邮件的别名），填写一个表格，期待与客户服务代表（CSR）来回交流，并希望你的问题得到解决。这个过程往往会让人感到效率低下和缓慢。通常情况下，这可能是由于提供给CSR的工具/流程来解决你的问题。对于任何给定的问题，CSR必须浏览标准操作程序（SOPs，又称流程），其中有大量的无记录的分支/边缘案例，使他们的工作变得平凡、乏味和不精确。这些SOP的人工维护和导航会造成官僚主义的瓶颈，最终让客户不满意。
Uber Specific Context
Uber的具体背景
At Uber, as we scale globally with our various products (Rides, Eats, Freight, etc.), we faced similar challenges and inefficiencies around customer service interactions. We solved these challenges by developing Policy Engine (PE): a platform that enables standardization of SOP authoring, navigation, and execution to improve efficiency, increase egalitarian application of policies, and enable automation. This blog post shares the unique technical challenges faced in building this platform to enable the codification of complex customer interactions.
在Uber，随着我们的各种产品（乘车、吃饭、货运等）在全球范围内的扩展，我们面临着类似的挑战和围绕客户服务互动的低效率。我们通过开发政策引擎（PE）来解决这些挑战：这个平台可以实现SOP编写、导航和执行的标准化，以提高效率，增加政策的平等适用性，并实现自动化。这篇博文分享了在建立这个平台时面临的独特技术挑战，以实现复杂的客户互动的编纂。
Prior to the development of PE, Uber had invested in developing automation flows to solve issues for which users were commonly reaching out (e.g., cancellat...