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📚 Curated collection of blogs and papers on how different companies are using machine learning in production for better customer support.

primaprashant.github.io/ai-customer-support

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ai-customer-support

A curated collection of blogs and papers on machine learning in production for customer support.

contributions welcome License: MIT

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

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📚 Curated collection of blogs and papers on how different companies are using machine learning in production for better customer support.

primaprashant.github.io/ai-customer-support

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nlp data-science machine-learning natural-language-processing ai deep-learning paper production customer-support artificial-intelligence tech-blog customer-service applied-data-science applied-machine-learning applied-ml

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