Original: Li Sheng
Ctrip group
From a big data platform to a shared personalized platform
From an intelligent customer service robot to an intelligent shopping guide to a small poetry machine
From a company-level data warehouse to a marketing delivery algorithm
How does ad algorithm work, etc.? I'll tell you.
First
Let me tell you
Which technical services are difficult to migrate to cloud
Which technical services are difficult to migrate to cloud
What does this mean?
This is a service closely related to business
Difficult to achieve intersectoral cloudiness
For example
Something like PaaS or Docker
In fact, it is completely unrelated to business
Relative
Cloud ecology and cloud architecture are easier to create
But it looks like personal recommendations
In part, business AI technologies and business are closely related
What is complexity of cloud processing?
Technically extract common features of a business
Clarify responsibilities between platform and different users
Technical boundaries
Simultaneously improve reuse and integration of modules, data and business knowledge
So for user
Creating Big Data and a Big Industry Group Knowledge Base
Key business benefits
Facilitate convergence of similar industries to form a new closed ecosystem of big business
In targeted industry clusters
On one side
Business is highly dependent on cluster
Full Big Data and Big AI Knowledge Map Top Level Service
Move directly
Optimization and modernization of relevant enterprises
Even creating a new big business ecosystem
On other side
These services must be compatible
Applicable to dozens of completely different business models
Segmented industries with different structure
This is why cloud is essential
High business
Cloud for related service products
Although it has always been a deep field of cloud computing
In fact, cloud architecture develops architecture, algorithm and data
Design possibilities create near-limitless challenges
But our Ctrip
A lot of innovative work has been done in this area
For example, a group personalized platform
Once encountered over 100 landing scenarios
Annual income over 200 million yuan
But only 7.2 people were used
This includes services, algorithms, data, and products
and supports
Almost 300 million calls a day
One scene iteration can be completed in 1.3 man-days
Or a new online scene
The same applies to robotic customer service platform Ctrip
Closed to business
Simultaneous support for over 60 business units
Linked online business in over 20 industries
Trust these companies
Deep architecture optimization for highly coupled systems
Innovation of many new technologies
The implementation and reconstruction of architecture implemented modularity of service platform
Reusable, customizable and compatible with various services
Let me tell you
There is a big difference between OTA and traditional e-commerce
For example, Amazon
Jingdong has mineral water, clothing and electrical appliances
Products such as mobile phones
There are tens of thousands of categories
But their customer service process, whole transaction process
Mostly
Everything is decided in a standardized way
AND OTA
Online Travel Agent, Online Travel Agent
Not same
For example
Booking a hotel is completely different from booking a flight
User requirements vary
The process of finding and booking flights, hotels and train tickets
The inventory system and structure is almost completely different
In general
Systems of different BUs are relatively independently developed by different teams
But traditional e-commerce
Usually tens of thousands of categories are used in one system
Inside Ctrip
Our company
Some Public Part Maintenance Products
Especially for artificial intelligence
There are also some personal recommendations
Although
For employees of a company or group
But it should actually be on a technical level
Encourage compatibility and self-service across 20-30 industries
But these tricks
This is also closely related to business
Now let me talk about this in discussion form
How to do cloud work on a system with high business connectivity
O
Topic topics will be divided into four parts
Ctrip Artificial Intelligence Practice
AI cloud
Group personalized cloud
The Future of Travel Technology
Wait...
One,
Ctrip Artificial Intelligence Practice
First, a small project for a poetry machine
Let me start with a "simple" AI system
We have a Ctrip poetry writing robot. For poetry and distance
This element
Mainly to solve problem of poetry
You are uploading landscape photos from your travels
This will help you identify content of photo
Write another Tang poem for AI user
Example: below
Below is a photo of this person
Even though I can't write symbols
But Ctrip
Many users will also use it to create a text version of Meitu Xiuxiu
Take some photos. Help make "beauty" with words
Then
Take a picture of West Lake and he can recognize it
Because of photo
Not much information on its own
It's just sun and water. AI will parse it
Help you write a poem about West Lake
In following way:
This photo was taken on Mount Fuji
Because it's getting late
That's why I don't see any information
The system skips background
Some season and time data is displayed in Scenic Spots Knowledge Base
Of course, including weather conditions of day
It was snowing day this photo was taken
But I can't see it in picture
Because picture itself doesn't contain that much information
Write poems based on knowledge base
You see following:
Or this input
"Go Degang" of three words that AI helps write poetry
This is entirely based on character knowledge map for writing poetry
You see following:
We use
Blind test in Shanghai
It was a blind test with professional poets in Shanghai
The judges didn't know beforehand
Whether each poem was written by a human or artificial intelligence
Blind human-machine test
No. 3, slightly better than poets in Shanghai
You see this:
Again
Now you can also write quatrains, rhythm poems, pagoda poems, Tibetan acrostics
Also searchable
User takes photo
Artificial intelligence extracts ancient Tang poetry that best matches photography
Also year and author
You will see following:
Two,
Ctrip Artificial Intelligence Practice
Helpdesk robot
When another AI application
Larger piece
Mostly a helpdesk robot
Currently at session level
Approximately 80% of conversations can be resolved by bots
In remaining 20%
Most customer support teams should be helping hotel or airline guests
Manual
Fight for some rights or deal with urgent matters
For example
Due to a problem, illness, or temporary change in user's schedule
Our trip
We need to help guests negotiate with hotels and airlines
Help your customers get most out of it
Paid night in room
Can I recalculate commission today or return it?
If this location is resolved, total could reach 94%
In following way:
This
Basic algorithm
This is also solved by deep learning
Sure
Recognition of some named objects
Including user intent recognition, CNN-like methods
I won't talk about these methods
This is LSTM+CNN, this is a matter of Q standard fit
This is what QA will get
Let me tell you
When biLSTM can run forward and backward
These two directions receive contextual information
The lCNN model does not deform when translated, scaled, etc.
Could be better
Feature area detection, good reliability
final
Compare multiple experiments
biLSTM+CNN found to perform best offline
I made a map with curves and waves
In following way:
Ctrip Cloud AI Practice
Implementation of AI in Ctrip
The business effect is very good
But biggest technical challenge is actually cloud processing
Each business unit of Ctrip is practically its own industry
The architecture of business-related IT technologies is also different
Other customer service systems
It's completely different
Contrasting technology and business
The product itself is divided into different teams in different business units
This is a very independent team
In this case
How to support more than 60 business lines in a group
Actually
Equivalent to over 60 companies in over 20 industries
Therefore
Full set of similar cloud solutions
While there are some in industry, they are not particularly developed
Including cold start of each business unit
Because it has many customer service scenarios
Even for a business unit
For example, a hotel
There are after-sales and pre-sales consultations
We'll see later
Which hotel would you choose?
Or choose a hotel in which city?
We did it
Cloud system operation
I made some abstractions and formed a body annotation
Students who are familiar with this customer service robot also know
We will coordinate human trainer with background platform
So
The thing is appropriate. We will give an artificial simulator
What to do every day
Some KPI reports to review every week
The data and algorithms of cloud platform will be listed for them
Enable standard Q (body)
How to mine library, corresponding platform will also be indicated
In following way:
What we do
Sure
Including logical cloud business management
Business management process
His flight and hotel may be completely different
In this case, how to use cloud platform
Let every line of business be an AI coach
Full business editing in this self-service service
In following way:
Artificial Intelligence
There are two main things. One of them is a small poetry machine.
There is also a customer service robot
For Ctrip
There are many artificial intelligences
Our company
Ctrip artificial intelligence has also been reorganized and repositioned
What to do
Actually artificial intelligence
This is a very laborious job
Even very small functions
For example, anti-yellow images or anti-political photos
It also requires a lot of manpower and material resources
For example
One million yellow pictures should be marked
Or sensitive images can implement this feature
But in fact, this is a very small functional point for direction of business
To create a large system will require many function points
In this case
How to implement artificial intelligence of whole group
How to update artificial intelligence of this line of business?
Our company
It also uses a concept similar to that proposed by Google Li Feifei
Democratic artificial intelligence
About our AI technical staff
More focus
How we help different business units
How to use artificial intelligence to improve OTA user experience quickly and efficiently?
For example
For business departments such as air tickets and train tickets
How to improve user experience?
We also did an integration in corresponding field
Including a small poetry machine
Lots of imports
Where
Including BAT, Face++ and others, and open source AI capabilities
Democratic and open promotion of Ctrip's achievements in artificial intelligence
In following way:
Our company
A single access platform will be created in public area
We have a systematic approach
A relatively scientific method for model evaluation has been developed
enable
Evaluation, standardization and comprehensive selection
For example
Image recognition: integrates Ctrip introspection
And API BAT,
We will comprehensively evaluate which one is better
How to complement each other
To provide best image recognition in industry for every business unit
This is our Ctrip group
Cloud platform of artificial intelligence (Ctrip Brain)
You can see
Includes features of each module
Some algorithms with ads
There are also some traditional pictures
Some AI for text, voice, etc.
In following way:
Above
Common Functions
For example, classification of places of interest
Send a photo. Find out what's in this photo
Then write poetry
Actually
This thing is very useful on OTA sites
For example, I want to run a spring marketing campaign
We need to collect all photos of spring
Artificial intelligence of entire Xiaoshi machine
It will be dismantled and distributed to various business lines
In following way:
This is artificial intelligence
Let me recap customer service section
Customer Service
This is closely related to business
In this case, our technicians
The entire customer service system will be integrated
There is also an abstraction at algorithm level
After abstraction
Into artificial intelligence, which each functional module supports each line of business
Coach's work
Guarantee when joining a new business line
To our entire technology development team
It costs as little as possible
Work on a new line of business
Support for AI trainers via self-service platform
This part of people are very knowledgeable
For technical team
Especially for social technology students
On contrary, I don't know much about business
Can some tickets be refunded?
I don't know if I can rebook
We do what we do to support these businesses
Get rid of it on platform
Subscriptions
Group personalized cloud platform
Interaction with business
The highest level - personalization
Because we need to promote 20 or 30 business line products at same time
Recommendation logic
It's completely different
Raw data and user behavior data are completely different
In this case
We have also created a corresponding unified recommendation system for groups
100 scenes released
Annual income 210 million yuan
Many deep learning methods are now also available
In the following way:
In smart appointment decisions
If user decides where to play
The decision cycle will be much better than in e-commerce or traditional internet companies
For example
The results of our statistics
If user wants to travel within country
On average, it takes 21 days to make a decision if you travel to Southeast Asia
will make a comprehensive decision within 40 days
460 visits
For example, user selects Southeast Asia
Can make decisions
My son loves to play on beach, my husband loves to play outdoor sports
My wife loves shopping
Together we will recommend attractions
In this way, interests will be combined and we will make some recommendations
We will tell him where price is cheaper
Because
The travel market is not same as e-commerce
The tourism market changes depending on season
The price index changes a lot every day
In this case, we will make big data for it
There are also personalized solutions using artificial intelligence
In following way:
Such a solution
Once decision is made, look at change in price curve
Comprehensive price index including flights and hotels
Here you will be advised on which day to go
User selects approximate time period
For example
I want to go to beach next month
My husband wants to go out and exercise outdoors
Integrated launch of these rides
Suggest cheapest day next month
Corresponding price chart
I mostly do this kind of work
Internet also showed best results
In following way:
This is a recommendation for a scene in a line
Where user goes once
I will recommend things like food, accommodation and travel. This is corresponding aggregation page
In following way:
Entire recommendation system
What I just saw is a product landing form
See how its structure is arranged
We will summarize data of business department
We will use a virtual "standard product"
Standardize user behavior and order data, then make recommendations
In following way:
Architectural
We have adopted this model, our bottom level
These things are in white
Most search engines
Including all reverse flow closed loop and offline mode
Online compute engine
We will make a single set in group, and it will be repeated centrally
Yellow border at top
Basically we make some adjustments for a certain scene
In following way:
Actually
We are still working on some things
We will make it a complete cloud
Let product manager set it up
Let's put it in its entirety
After online and offline organization becomes modular
Who uses our business
You can make your own configuration in this interface
This allows some combinations
For example, use your browsing history to make recommendations
This can be customized
In following way:
In addition
About future of tourism technologies
Future Studies
We can see
According to data, share of mobile Internet users reached 95.1%
much more than
Broadband users in some countries
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