Skip to main content
Engineering

Improving the User Experience with Uber’s Customer Obsession Ticket Routing Workflow and Orchestration Engine

March 28, 2019 / Global
Featured image for Improving the User Experience with Uber’s Customer Obsession Ticket Routing Workflow and Orchestration Engine
LanguagesHindi, English
CountriesIndia
Ticket TypesDriver-Partner Account, Driver-Partner Payments, Driver-Partner Sign Up
User Segments“New driver-partners”
Figure 1. Simple routing entails that tickets from each eligible category are compared. The ticket which has been waiting the longest is assigned to the waiting agent.
Figure 2. Our system routes with prioritized segments so that agents trained to handle the high-priority, new driver-partner segment will receive the oldest tickets from that segment, even if older tickets are available from other segments.
Figure 3. The early routing code was simple but grew over time into a complex tangle of code paths to handle special cases.
Figure 4. After we re-designed the ticket routing process as a workflow, the control logic became much easier to understand.
Ken Buckner

Ken Buckner

Ken Buckner is a senior software engineer on Uber's Customer Obsession Engineering team.

Posted by Ken Buckner

Category: