Artificial intelligence among other related technologies like machine learning appears to be finding its way into different industries. In fact, based on Jairam Ranganathan, the Uber director of product, the cutting edge technology may soon become a vital part of the ride-hailing company’s onboarding process
Ranganathan recently said that Uber was exploring the use of artificial intelligence in a move to build an assistive onboarding guide intended for prospective drivers. He said that currently such an undertaking is mostly executed through documentation, things that the ride-hailing company sends them, and things that it writes.
Nevertheless, Uber is now interested in having a more high-touch experience that would not only allow people to actually talk to someone but also guide them throughout the process.
According to Ranganathan, Uber requires artificial intelligence (AI) to effectively build an assistive onboarding guide for its prospective drivers. Still, on the same issue, he highlighted that the company is already utilizing image recognition in the scanning of drivers documents and licenses that are vital for onboarding new drivers.
Ranganathan made his remarks onstage during the recently held AI-focused event dubbed Transform. It was hosted by VentureBeat in Mill Valley, California. Currently, Uber is looking at the use of automation in a bid to deal with text messages or phone calls for rides, specifically in various parts of the globe where smartphones might be common but individuals still desire to make a phone call.
Ranganathan emphasized his statement by saying that in case you want a ride that costs $5 and you have to get in touch with someone via the phone, that method may not be effective without having some type of automation systems that are capable of making it more efficient.
During his onstage talk, Ranganathan showcased a slide that properly outlined the various ways that Uber utilizes artificial intelligence. At the top part of the slide, he had included three key objectives including customer experience, acquisition, and engagement. On the other hand, Ranganathan added Uber’s core business at the bottom.
For Uber to be successful, Ranganathan said the company needs various things, one of them being deeply understanding and internalizing who its customers are and what they care about. He went on to say that such a case involves things such as segmentation as well as a lot of auto-clustering approaches.
Upon establishing such a foundation, Uber may now begin to do various things such as sending surveys to various users, segmenting customer populations, creating targeted advertising or taking other moves.
For instance, Uber needs to understand that at times Uber drivers, particularly those who are parents, would like to complete a few trips before picking up their kids. As such, segmenting such a population would provide Uber with the opportunity of getting in touch with other parents who do something similar.
Aside from the plan to use artificial intelligence in guiding drivers through the onboarding process, Uber recently recruited a new chief financial officer and also expanded its Uber Freight service to favor small and medium-sized enterprises to not only move freight but also ship products in the United States.