Customer support at Uber was a multi-tab, multi-tool problem. We made it one screen.

Agents resolving support issues were jumping between first- and third-party tools while having to reconstruct context from scratch on every ticket. The goal was to replace all of it with a single internal tool, Bliss, built around the three things agents actually need to resolve an issue: the conversation, the context, and the available actions.

The consolidation was the unlock. Everything an agent needed was in one tab, organized so the most common information was readable at a glance and deeper details were a click away without losing your place.

The action bar was the other key decision. Agents could make backend changes (adjust fees, modify ratings, add notes) while staying in the conversation. No switching contexts, no losing thread. Saved replies handled the other time sink: common responses pre-written and ready, with variables to make sure you’re talking to James and not Jamie.

Five months after shipping: 55% increase in agent productivity ($57.9M in annualized savings).