ai-customer-support A curated collection of blogs and papers on machine learning in production for customer support. Title Company Year Type 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
