Automatization of Drivers' Communication in Ride-sharing Service

Student: Iakunina Anastasiia

Educational Programme: Data Journalism (Master)

Year of Graduation: 2020

In this thesis, we analyze an existing process of communicating business updates to the drivers of a ride-sharing service and present a case study of its automation. We found that notifications of fare changes were particularly affected by a complicated communication workflow with an excessive number of steps. Apart from stretching the involvement of human resources, sometimes it also distorted the original information due to mistakes accumulated on each step. Moreover, the drivers were often notified about irrelevant or insignificant changes. We describe a new communication workflow that automates data collection, evaluation of fare changes, text generation, and selection of the target audience. The approach was successfully deployed and allowed us to fix the described issues.

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