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Genie: Gen AI On-Call Copilot at Uber

In today’s fast-paced tech environment, maintaining robust on-call operations is crucial for ensuring seamless service functioning. Modern platform engineering teams face the challenge of efficiently managing on-call schedules, incident response, communication during critical moments, and strong customer support on…

By Uber engineers · Uber · Added 2026-10-12

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Learn this case study

About 37 min left. Your work is saved as you go.

What you are about to study

Uber explains a real system. You should know the basics: caching, queues and replication.

Ideas you will meet

Distributed Systems
Consensus, time, failure and the fundamentals of scale-out.
Machine Learning Systems
Recommendations, ranking, feature stores and serving models at scale.

What we already know about this

Our own lessons on these ideas. Read them here before you start, so it makes sense.

  • Messaging and Microservice Patterns · 12 minService discovery, service mesh and sidecarsHow services find each other as instances come and go, and how sidecar proxies and a mesh move retries, security and telemetry out of application code.Read here

    The problem: moving targets

    In a microservice system, instances are created and destroyed constantly by autoscaling, deployments and failures. A caller cannot rely on a fixed address. It needs an answer to "where are the healthy instances of the orders service right now?"

    Service discovery

    Instances register themselves (or are registered by the platform) in a registry; callers look up the current list.

    Figure SDA-MSV-04-1 · Service registry and lookup · © forcsguy.com

    • Client-side discovery: the caller queries the registry and balances itself (smart client library).
    • Server-side discovery: the caller talks to a load balancer or the platform's service address, which knows the instances (Kubernetes Services and cluster DNS work this way; see the Kubernetes lesson).
    • DNS-based discovery is simple but constrained by caching.
    • Registries must be highly available (often built on consensus; see the consensus lesson), and the system should keep working with the last known list if the registry is briefly unreachable.

    Sidecars

    A sidecar is a helper process or container deployed alongside each service instance (in Kubernetes, in the same pod). All the service's network traffic goes through it. It can take over cross-cutting jobs so application code does not have to implement them in every language:

    • retries, timeouts and circuit breaking (see the resilience lesson),
    • mutual TLS (encrypting and authenticating service-to-service traffic),
    • load balancing and service discovery,
    • metrics, logs and tracing headers,
    • access policy.

    Other sidecar uses: log shippers, config reloaders, secret agents.

    Service mesh

    A service mesh is a dedicated infrastructure layer made of two parts:

    • Data plane: the fleet of sidecar proxies (often Envoy) that carry the traffic.
    • Control plane: configures and secures the proxies, distributes certificates and policy (for example Istio, Linkerd, Consul).

    Figure SDA-MSV-04-2 · Control plane and data plane · © forcsguy.com

    What a mesh enables:

    • Traffic management: weighted routing for canary releases, mirroring, fault injection, timeouts and retries by route.
    • Security: automatic mutual TLS and service-level authorisation, giving each service a cryptographic identity.
    • Observability: uniform metrics, traces and access logs for every call, without code changes.

    Costs and alternatives

    • Resources and latency: a proxy per instance adds CPU, memory and a small latency per hop.
    • Operational complexity: another system to upgrade and debug; misconfiguration can break everything.
    • Learning curve and sometimes opaque behaviour.
    • Newer designs reduce per-pod cost (node-level or "ambient" proxies).

    Alternatives: a shared library for resilience and telemetry (language-bound, needs upgrades everywhere), a managed platform's built-in features, or an API gateway for north-south traffic only (see the load balancing lesson).

    When a mesh makes sense

    Many services, several languages, strong needs for mutual TLS or consistent policy, and a platform team able to run it. For a handful of services, platform defaults and a good library are usually enough. As ever, adopt the pattern for a problem you have.

    Real-world reading

    Open this lesson with its quiz and exercise

Want the architecture first? Read our Uber case study, with its diagram.

Go deeper on this

A path through videos, articles, other case studies and code on the same ideas as Genie: Gen AI On-Call Copilot at Uber.

  1. Warm upGet the vocabulary first.

  2. WatchHow others solve the same problem, on video.

    Videos belong to their creators and play from YouTube. More on YouTube (opens in a new tab)

  3. ReadEngineers explain it in their own words.

  4. See it in another companyThe same ideas, a different system.

  5. Read the codeSee how it looks when it is real.

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