Scalable Chatbot Architecture with eBay ShopBot
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Video and slides synchronized, mp3 and slide download available at URL http://bit.ly/2xbyEiA. Robert Enyedi talks the ebay ShopBot, a personal shopping assistant available as a Facebook Messenger bot. He talks about the internals of the ebay ShopBot and how the processing of text, image and speech flows through the purpose-built system leveraging the product knowledge graph, commerce-aware input recognizers and the Dialog Manager. Filmed at qconnewyork.com. Robert Enyedi works as a MTS Software Engineer at eBay.
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Scalable Chatbot Architecture with eBay ShopBot
- 1. Scalable Chatbot Architecture with eBay ShopBot Robert Enyedi
- 2. InfoQ.com: News & Community Site • 750,000 unique visitors/month • Published in 4 languages (English, Chinese, Japanese and Brazilian Portuguese) • Post content from our QCon conferences • News 15-20 / week • Articles 3-4 / week • Presentations (videos) 12-15 / week • Interviews 2-3 / week • Books 1 / month Watch the video with slide synchronization on InfoQ.com! https://www.infoq.com/presentations/ ebay-shopbot
- 3. Presented at QCon New York www.qconnewyork.com Purpose of QCon - to empower software development by facilitating the spread of knowledge and innovation Strategy - practitioner-driven conference designed for YOU: influencers of change and innovation in your teams - speakers and topics driving the evolution and innovation - connecting and catalyzing the influencers and innovators Highlights - attended by more than 12,000 delegates since 2007 - held in 9 cities worldwide
- 4. eBay Marketplace at a Glance 2 One of the world’s largest and most vibrant marketplaces Data as of Q1 2017 12M New listings added via mobile per week $20B GMV 1.1B Live listings 67% Transactions that ship for free (US, UK, DE) 60% Platform GMV touched by mobile 80% Items sold as new
- 5. 2017 Fun Facts: Velocity Stats by Region Frequency of product purchases via desktop and mobile US 11 sec 5 sec 4 sec UK 1 sec 3 sec 8 sec DE AU 16 sec 3 sec 18 sec 14 sec 26 sec 4 sec
- 6. The Major Trends in Commerce 4 AI is having a profound impact on commerce Users expect simple and personalized interactions
- 8. eBay ShopBot •Personal shopping assistant •Powered by AI and eBay data •Launched in late 2016 on Facebook Messenger
- 9. ShopBot AI System System Architecture 7 Bot Memory ShopBot Fabric Dialog Manager Input Processors Facebook Messenger Knowledge Graph
- 10. User Experience •A shopping assistant •Multi-turn and multi-modal •Try it out yourself: https://shopbot.ebay.com/ 8
- 11. Challenges •Relevancy •Shopping conversations •Informal conversations •Conversation not search •Environment •Building a deep memory 9
- 12. Goals •Optimize: –For mobile –For chat –For upcoming platforms and hardware •Flexibility of integrations •Rich interactions 10
- 13. Under the Hood
- 14. Multi-Modal System Input “looking for shoes size 10” “shop for sleeping bags” “shoes for my baby” 12 Text Image Speech Click & Tap
- 16. Multi-Turn Conversation •Dialog around a topic •More productive than traditional search 14
- 17. System Design Constraints • User input: – Minimal – Fragmented through multiple interactions – Limited forms • Needs large amounts of data to accurately understand the input • System output: – Has to be user-friendly – Limited mechanisms 15
- 18. Features of Third-Party Bot Frameworks •Natural Language Understanding and Processing –Tuned for general purpose bots –Intent detection: (e.g. weather, flight scheduling, shopping) –Entity extraction: (e.g. number, temperature) •Limited non-linear conversation support •Coarse grained bot memory •In various states of availability and maturity of API, tools and implementation 16
- 19. Why Implement Our Own Bot Back-end? •Commerce-aware input analysis tuned with eBay-scale data •Fine-grained bot memory with long-term secure storage •Support for non-linear multi-turn dialog •Full data from input analysis 17
- 20. ShopBot AI System System Architecture 18 Bot Memory ShopBot Fabric Dialog Manager Input Processors Facebook Messenger Knowledge Graph
- 21. ShopBot Fabric layer with Facebook Messenger Integration 19 ShopBot Fabric Facebook Messenger Webhook Callback Web View Webhook Send API
- 22. Bot Memory 20 Missions Turns Product Product Attributes User Attributes
- 23. Input Processors • Common outputs: – Intent (ShopBot focus is… shopping) – Product attributes; ranked 21 Natural Language Understanding Image Recognition Speech Recognition
- 24. Natural Language Understanding 22 My husband needs some new black leather dress shoes but I want to spend less than $80, what do you have? Relationship: Husband Gender: Male Dominant Object: Dress shoes Product Category: Men's Dress Shoes Color: Black Material: Leather Max price: $80 Natural Language Understanding
- 25. Image Analysis 23 Product Category: Men's Casual Shoes Color: Black Pattern: Solid Image Recognition
- 26. Dialog Manager 24 Dialog Manager Input Handler NLG Input Analysis Output Utterances Bot Memory Answer Generator Mission Manager Product Retriever
- 27. Dialog Manager – Search 25 Product Retriever Text Search Visual Search Curation Search
- 28. Dialog Manager Input Handler NLG Answer Generator Mission Manager Product Retriever Dialog Manager in Action 26 Bot Memory Knowledge Graph
- 29. Dialog Manager in Action – search results 27 Dialog Manager Input Handler NLG Answer Generator Mission Manager Product Retriever Bot Memory Knowledge Graph
- 30. Dialog Manager Input Handler NLG Answer Generator Mission Manager Product Retriever Dialog Manager in Action: Mission Change 28 Bot Memory Knowledge Graph
- 31. Implementation Choices •Runtime: mostly JVM languages, some Python •ML Model Training: Python, Spark •Micro-services architecture 29
- 33. Architectural Benefits •Extensibility and Flexibility –Integrations –Search providers –Knowledge sources •Improved scalability –Auto-scalable chat bot system –Horizontal and vertical •Depth of understanding –Leverages the richness of eBay data 31 ShopBot AI System Bot Memory ShopBot Fabric Dialog Manager Input Processors Facebook Messenger Knowledge Graph
- 34. Learnings •Many users see ShopBot as a search engine: “shoes size 12” •Handling unrestricted user input is challenging when specialized on shopping: –Users greet the bot –Some expect it to know the weather –Others use free text such as ”I don’t like those” •Accurate response tops a fast response •Ask the user for disambiguation 32
- 35. Status •Work started in Jan 2016 •Released as public beta in Oct 2016 •A platform for collecting data and learning •Full eBay inventory in the cloud •Continuing innovation into non-linear dialog interactions •Researching how to leverage AI in conversational commerce to make shopping easier/faster/delightful 33
- 38. Watch the video with slide synchronization on InfoQ.com! https://www.infoq.com/presentations/ebay- shopbot