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News : Uber Testing Cab-booking Through Calls, SMS in Local Languages


Mumbai, India, July, 2019 -- Stuck on the road without a 4G connection and trying to book a taxi is a frustrating experience most of us would have faced one time or other. Uber hopes to change that soon.

Uber India is piloting a call centre for riders to book a cab by just calling its helpdesk. While it may not sound like much, staying away from a call centre-based booking system helped Uber curtail its costs and grow rapidly globally.

Uber does have a call centre for drivers and even for emergency situations where a rider gets a call back if they press the SOS button on the app, but that’s not enough for those who struggle to navigate apps and, thus, skip online cab bookings altogether.

"We are trying to play on accessibility and allow people to use local languages to maybe send an SMS or a call to book a ride as opposed to just using the app. It is not just the local language access but it also allows access to older people who are not comfortable navigating apps," Vidhya Duthaluru, Director, Engineering, who leads Uber’s Customer Obsession team in India, told BusinessLine.

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Uber is looking at various ways to expand its user base. The ride hailing app has set up its Customer Obsession team in India, which is expected to double in size by the end of the year. Overall, Uber’s engineering division has over 500 employees based in Hyderabad and Bengaluru technology centres and is likely to grow by at least 50 per cent by the end of the year, Duthaluru said.

Uber is also testing the calling and SMS facility to book a cab in multiple Indian languages.

"We are looking at the sections of society we’ve excluded so far and how we can bring them in" Duthaluru said.

Duthaluru’s mandate is also to make sure that customer support is more seamless than what it has been so far. Her team is also looking at creating new access channels for resolve customer issues —be it live chat, call, or even artificial intelligence-driven automated resolution. Uber’s use of AI could soon help you get a refund of a ride where you were overcharged or where the driver took a longer route — before you even raise the issue with Uber.

"We are looking at moving to a proactive intervention. We’ll actively look at a bunch of events that happened during the trip so that before a rider contacts us, or if the driver takes an unusual route, we’ll contact the customers proactively to check the problem," said Duthaluru.

A lot of customers today contact Uber for fare review related requests. Those are some of the things that Uber will be proactively reach out to the customer. Based on some calculations, Uber will be able to issue a credit if it notices the rider was charged more than they were supposed to.

An AI engine will automatically assess if a refund can be generated without the need for human intervention. "If your ride gets cancelled multiple times, we might be able to upgrade you to a higher category of cabs," she said.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Thursday, July 18, 2019

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2021 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
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TactiCall Recruitment Services

TactiCall Recruitment Services
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Recruitment Consulting Services
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