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Uber uses TAUS EPIC API to measure and improve the quality of its global customer care platform
Support Content is the Face of the Customer
The quality of content significantly influences the support experience of Uber’s customers. For instance consider an Eater who requests help canceling a severely delayed order. The same resolution, such as a refund, can be accompanied by either a robotic-sounding machine-translated message, or a message with a style and tone that expresses genuine empathy and acknowledges the user’s disappointing experience on our platform.
The Client
The Challenge
The Solution
The Result
Uber’s Customer Care platform (Support platform) presently supports content across multiple business sectors, including Uber Mobility (Rider, Driver), Uber Delivery (Eater, Courier, and Merchants), Uber For Business (Organizations and Employees), Uber Freight (Carrier, Shipper). Support content is translated with MT engines into and out of more than fifty languages. The platform facilitates the experience for hundreds of content creators, strategists and specialists who produce the support content. Furthermore, it is used by thousands of agents who incorporate the authored content into their daily handling of support tickets, and by millions of users who access it as an essential part of their support experience.
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