分析客户问题以改善用户体验

Analyzing Customer Issues to Improve User Experience

The primary goal for customer support is to ensure users’ issues are addressed and resolved in a timely and effective manner. The kind of issues users face and what they say in their support interactions provides a lot of information about the product experience, any technical or operational gaps and even their general sentiment towards the product / company. At Uber, we don’t stop at just resolving user issues. We also use the issues reported by customers to improve our support experience and our products. This article describes the technology that makes it happen.

客户支持的主要目标是确保用户的问题得到及时和有效的处理和解决。用户所面临的问题种类以及他们在支持互动中所说的话提供了很多关于产品体验的信息，任何技术或操作上的差距，甚至他们对产品/公司的总体情绪。在Uber，我们不会仅仅停留在解决用户问题上。我们还利用客户报告的问题来改善我们的支持体验和产品。这篇文章介绍了使之成为现实的技术。

Support Data at Uber

Uber的支持数据

Support data at Uber comes from a number of sources:

Uber的支持数据来自于多个来源。

Different types of customers who reach out for help regarding their trip or order (Eater, Courier, Rider, Driver, Restaurant, etc.),
不同类型的客户就他们的旅行或订单寻求帮助（食客、快递员、骑手、司机、餐厅等）。
In-app surfaces across different apps (Eater app, Rider app, Driver app etc.), across mobile and web, and other external sources such as mobile app store reviews, social media channels etc. where customers reach out for support
不同应用程序（食客应用程序、骑士应用程序、司机应用程序等）的应用内表面，跨越移动和网络，以及其他外部来源，如移动应用程序商店评论、社交媒体渠道等，客户在这些方面获得支持。
Different support experiences as part of the issue resolution (Chatbot, Automation Experiences, Agent Interactions)
不同的支持体验作为问题解决的一部分（聊天机器人、自动化体验、代理互动）。
Channels for agent interactions (Chat, Phone, Messaging, etc.)
代理人互动的渠道（聊天、电话、信息等）。

Broadly speaking, we use the support data to:

大体上，我们使用支持数据来。

1. Improve the Support Experience

1.改善支持经验

Mining users’ support interaction helps us recognize the top issues faced, as well as the efficacy of their support resolution. For example, analysis of user and support staff interactions has helped us identify patterns that can be automated, such as one-touch agent resolutions. Automating such interactions saves time and effort for users by providing them the same resolution...