Uber’s Genie combines retrieval, human escalation and evaluation for engineering support

Uber’s Genie answers engineering support questions in Slack by retrieving passages from internal documentation and asking a language model to explain them with source links. The system separates document preparation, vector search and response generation, while offering follow-up questions or escalation to human support when information is insufficient. Uber also evaluates both answers and source documents, using feedback and model-based judging. The article reports 154 channels, more than 70,000 answered questions and a 48.9% helpfulness rate, but says its account is reconstructed from public details.












