ai-customer-support

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

Title	Company	Year	Type
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