构建可扩展的实时聊天以提升客户体验

Uber is a global business and has a customer base that’s spread throughout the world. Uber’s customer base is divided into many user personas, predominantly riders, drivers, eaters, couriers, and merchants. Being a global business, Uber’s customers also expect support at a global scale. We have customers reach out to us through various live (chat, phone) and non-live (inApp Messaging) channels, and expect swift resolutions to their issues. With millions of support interactions (known internally as contacts) being raised by Uber customers every week, our goal is to resolve these contacts within a predefined service level agreement (SLA). Contacts created by customers are resolved either via automation or with help from a customer support agent. 

Uber是一家全球性企业，其客户群遍布全球。Uber的客户群分为许多用户角色，主要包括乘客、司机、用餐者、快递员和商家。作为一家全球性企业，Uber的客户还希望在全球范围内获得支持。我们的客户通过各种实时（聊天、电话）和非实时（应用内消息）渠道与我们联系，并期望快速解决他们的问题。每周Uber客户提出数百万次支持交互（在内部称为联系人），我们的目标是在预定的服务级别协议（SLA）内解决这些联系人。由客户创建的联系人可以通过自动化或与客户支持代理的帮助来解决。

For agent contacts, the cost of resolution of tickets plays an important role in how Uber structures its support channels and determines volumes across different live and non-live channels. Cost-per-contact (CPC) and FCR (first contact resolution) for the chat channel are most effective across different live channels, as they allow agents to handle multiple chat contacts concurrently while maintaining a lower average cost than channels like Phone. This channel is in the sweet spot for Uber,  as it has a good CSAT score (customer satisfaction rating, measured in the range of 1 to 5) while generally reducing CPC. This channel allows for a higher automation rate, higher staffing efficiency (as agents can work on multiple chats at the same time), and high FCR, which are all beneficial to Uber while providing quality support for customers.

对于代理联系人，解决工单的成本在Uber如何构建其支持渠道和确定不同实时和非实时渠道的容量方面起着重要作用。对于聊天渠道，每次联系的成本（CPC）和首次联系解决（FCR）在不同实时渠道中最有效，因为它们允许代理同时处理多个聊天联系，同时保持较低的平均成本，而不像电话等渠道那样。这个渠道对Uber来说是一个理想的选择，因为它具有良好的CSAT评分（客户满意度评分，范围为1到5），同时通常降低CPC。这个渠道允许更高的自动化率...