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Scalable Chatbot Architecture with eBay ShopBot Slide 1 Scalable Chatbot Architecture with eBay ShopBot Slide 2 Scalable Chatbot Architecture with eBay ShopBot Slide 3 Scalable Chatbot Architecture with eBay ShopBot Slide 4 Scalable Chatbot Architecture with eBay ShopBot Slide 5 Scalable Chatbot Architecture with eBay ShopBot Slide 6 Scalable Chatbot Architecture with eBay ShopBot Slide 7 Scalable Chatbot Architecture with eBay ShopBot Slide 8 Scalable Chatbot Architecture with eBay ShopBot Slide 9 Scalable Chatbot Architecture with eBay ShopBot Slide 10 Scalable Chatbot Architecture with eBay ShopBot Slide 11 Scalable Chatbot Architecture with eBay ShopBot Slide 12 Scalable Chatbot Architecture with eBay ShopBot Slide 13 Scalable Chatbot Architecture with eBay ShopBot Slide 14 Scalable Chatbot Architecture with eBay ShopBot Slide 15 Scalable Chatbot Architecture with eBay ShopBot Slide 16 Scalable Chatbot Architecture with eBay ShopBot Slide 17 Scalable Chatbot Architecture with eBay ShopBot Slide 18 Scalable Chatbot Architecture with eBay ShopBot Slide 19 Scalable Chatbot Architecture with eBay ShopBot Slide 20 Scalable Chatbot Architecture with eBay ShopBot Slide 21 Scalable Chatbot Architecture with eBay ShopBot Slide 22 Scalable Chatbot Architecture with eBay ShopBot Slide 23 Scalable Chatbot Architecture with eBay ShopBot Slide 24 Scalable Chatbot Architecture with eBay ShopBot Slide 25 Scalable Chatbot Architecture with eBay ShopBot Slide 26 Scalable Chatbot Architecture with eBay ShopBot Slide 27 Scalable Chatbot Architecture with eBay ShopBot Slide 28 Scalable Chatbot Architecture with eBay ShopBot Slide 29 Scalable Chatbot Architecture with eBay ShopBot Slide 30 Scalable Chatbot Architecture with eBay ShopBot Slide 31 Scalable Chatbot Architecture with eBay ShopBot Slide 32 Scalable Chatbot Architecture with eBay ShopBot Slide 33 Scalable Chatbot Architecture with eBay ShopBot Slide 34 Scalable Chatbot Architecture with eBay ShopBot Slide 35 Scalable Chatbot Architecture with eBay ShopBot Slide 36 Scalable Chatbot Architecture with eBay ShopBot Slide 37 Scalable Chatbot Architecture with eBay ShopBot Slide 38
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Scalable Chatbot Architecture with eBay ShopBot

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. 1. Scalable Chatbot Architecture with eBay ShopBot Robert Enyedi
  2. 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. 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. 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. 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. 6. The Major Trends in Commerce 4 AI is having a profound impact on commerce Users expect simple and personalized interactions
  7. 7. What is ShopBot?
  8. 8. eBay ShopBot •Personal shopping assistant •Powered by AI and eBay data •Launched in late 2016 on Facebook Messenger
  9. 9. ShopBot AI System System Architecture 7 Bot Memory ShopBot Fabric Dialog Manager Input Processors Facebook Messenger Knowledge Graph
  10. 10. User Experience •A shopping assistant •Multi-turn and multi-modal •Try it out yourself: https://shopbot.ebay.com/ 8
  11. 11. Challenges •Relevancy •Shopping conversations •Informal conversations •Conversation not search •Environment •Building a deep memory 9
  12. 12. Goals •Optimize: –For mobile –For chat –For upcoming platforms and hardware •Flexibility of integrations •Rich interactions 10
  13. 13. Under the Hood
  14. 14. Multi-Modal System Input “looking for shoes size 10” “shop for sleeping bags” “shoes for my baby” 12 Text Image Speech Click & Tap
  15. 15. System Output 13 Text Product Listings Selectors
  16. 16. Multi-Turn Conversation •Dialog around a topic •More productive than traditional search 14
  17. 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. 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. 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. 20. ShopBot AI System System Architecture 18 Bot Memory ShopBot Fabric Dialog Manager Input Processors Facebook Messenger Knowledge Graph
  21. 21. ShopBot Fabric layer with Facebook Messenger Integration 19 ShopBot Fabric Facebook Messenger Webhook Callback Web View Webhook Send API
  22. 22. Bot Memory 20 Missions Turns Product Product Attributes User Attributes
  23. 23. Input Processors • Common outputs: – Intent (ShopBot focus is… shopping) – Product attributes; ranked 21 Natural Language Understanding Image Recognition Speech Recognition
  24. 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. 25. Image Analysis 23 Product Category: Men's Casual Shoes Color: Black Pattern: Solid Image Recognition
  26. 26. Dialog Manager 24 Dialog Manager Input Handler NLG Input Analysis Output Utterances Bot Memory Answer Generator Mission Manager Product Retriever
  27. 27. Dialog Manager – Search 25 Product Retriever Text Search Visual Search Curation Search
  28. 28. Dialog Manager Input Handler NLG Answer Generator Mission Manager Product Retriever Dialog Manager in Action 26 Bot Memory Knowledge Graph
  29. 29. Dialog Manager in Action – search results 27 Dialog Manager Input Handler NLG Answer Generator Mission Manager Product Retriever Bot Memory Knowledge Graph
  30. 30. Dialog Manager Input Handler NLG Answer Generator Mission Manager Product Retriever Dialog Manager in Action: Mission Change 28 Bot Memory Knowledge Graph
  31. 31. Implementation Choices •Runtime: mostly JVM languages, some Python •ML Model Training: Python, Spark •Micro-services architecture 29
  32. 32. Cloud Deployment 30
  33. 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. 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. 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
  36. 36. We Are Hiring https://careers.ebayinc.com/ 34
  37. 37. Q&A Robert Enyedi Software Engineer renyedi@ebay.com
  38. 38. Watch the video with slide synchronization on InfoQ.com! https://www.infoq.com/presentations/ebay- shopbot
  • ThirupurasundariR1

    Aug. 30, 2019
  • WSPA

    Jan. 9, 2019
  • octalxia

    Aug. 9, 2018
  • VishalNaik

    Jun. 18, 2018
  • JamesLevine2

    Jun. 17, 2018
  • tangthon

    Sep. 11, 2017

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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