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: Huaixiu Zheng, Uber
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