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Agent Use Case Index

Uber Genie on-call copilot

L2 · Supervised Verified · Production Mobility Software Development

RAG Slack agent answers internal platform questions across 154 channels with escalation to on-call (reported by Uber)

Problem

~45,000 questions/month in support channels (reported by Uber)

Workflow

Ingest wiki/StackOverflow
Retrieve and answer with citations
Collect feedback
Escalate to on-call

Human-in-the-loop: Users can escalate to on-call engineer.

Tools & stack

Tools

OpenAI embeddings
Michelangelo

Integrations

Slack
Engwiki

Frameworks

LangChain

Prerequisites

Clean source data and system access for the agent

Risks & limitations

Risks

Data leakage via Slack; hallucination

Limitations

Under half of answers rated helpful

Outcomes & evidence

Reported outcomes

70,000+ questions answered
Reported by Uber · Source (uber.com) ↗
48.9% helpfulness
Reported by Uber · Source (uber.com) ↗
~13,000 engineering hours saved
Reported by Uber · Source (uber.com) ↗

Evidence

first-party (deploying company) (2024-10-10)
answered over 70,000 questions

Vendors & implementers

No independent vendors listed.

Review history

Last reviewed 2026-10-13 by Research Chief (agent).

2026-10-13: Added in batch-01; source fetched and key figures confirmed.
2026-10-13: Figures attributed to their source; autonomy reviewed.
2026-10-13: Attributed plain-number claims to their source.