| Listening, Learning, and Helping at Scale: How Machine Learning Transforms Airbnb’s Voice Support Experience |
Airbnb |
2025 |
blog |
| Automation Platform v2: Improving Conversational AI at Airbnb |
Airbnb |
2024 |
blog |
| How AI Text Generation Models Are Reshaping Customer Support at Airbnb |
Airbnb |
2022 |
blog |
| Using Sentiment Score to Assess Customer Service Quality |
Airbnb |
2021 |
blog |
| Task-Oriented Conversational AI in Airbnb Customer Support |
Airbnb |
2021 |
blog |
| How We Improved Agent Chat Efficiency with Machine Learning |
Grab |
2021 |
blog |
| ML and customer support (Part 1): Using Machine Learning to enable world-class customer support |
Microsoft |
2021 |
blog |
| ML and customer support (Part 2): Leveraging topic modeling to identify the top investment areas in support cases |
Microsoft |
2021 |
blog |
| A Semi-supervised Multi-task Learning Approach to Classify Customer Contact Intents |
Amazon |
2021 |
paper |
| How Machine Learning Is Improving U.S. Navy Customer Support |
U.S. Navy |
2020 |
paper |
| Customer Support Ticket Escalation Prediction using Feature Engineering |
IBM |
2020 |
paper |
| Analyzing HPC Support Tickets: Experience and Recommendations |
Los Alamos National Laboratory |
2020 |
paper |
| Lessons from Contextual Bandit Learning in a Customer Support Bot |
Microsoft |
2019 |
paper |
| How natural language processing helps LinkedIn members get support easily |
LinkedIn |
2019 |
blog |
| The science behind consolidating Answer Bot production Models: Part 1 |
Zendesk |
2019 |
blog |
| The science behind consolidating Answer Bot production Models: Part 2 |
Zendesk |
2019 |
blog |
| Applying Customer Feedback: How NLP & Deep Learning Improve Uber’s Maps |
Uber |
2018 |
blog |
| COTA: Improving Uber Customer Care with NLP & Machine Learning |
Uber |
2018 |
blog |
| Scaling Uber’s Customer Support Ticket Assistant (COTA) System with Deep Learning |
Uber |
2018 |
blog |
| COTA: Improving the Speed and Accuracy of Customer Support through Ranking and Deep Networks |
Uber |
2018 |
paper |
| Attention Fusion Networks: Combining Behavior and E-mail Content to Improve Customer Support |
Square |
2018 |
paper |
| Building user confidence in machine learning products |
Zendesk |
2018 |
blog |
| Making the most of Answer Bot: topic group visualization using t-SNE |
Zendesk |
2018 |
blog |
| Machine learning implementation strategy for a customer service center |
Microsoft |
2018 |
blog |
| Hi, how can I help you?: Automating enterprise IT support help desks |
IBM |
2017 |
paper |
| SuperAgent: A Customer Service Chatbot for E-commerce Websites |
Microsoft |
2017 |
paper |
