The Advanced Road Of Jingdong'S "6. 18" Preparation For War

"We are in preparation for two months ahead of schedule." Referring to the preparations for this year's "6. 18" campaign, Allen, head of Jingdong's cloud network and business management team, recalled to the twenty-first Century economic report reporter that during the two months' time, the Jingdong technical team would prepare for the preparation meeting every week.

Allen's network and business management group is responsible for basic operation and maintenance and network guarantee during the period of 6 / 18. This is the foundation of all experience. "It can be understood that our department is the underlying technology platform under all business lines, and the stability of this technology platform is very critical. Once it is unstable, the business will shake and business will be affected. "

But at least until now, the business's "chassis" is rock solid. As of 14:00 on June 1st, Jingdong's "6. 18" first day turnover increased by 74% over the same period, but with the rapid flow of traffic, the user experience is still smooth. Allen said frankly, since then, the team has really entered a tense and orderly working state. "Next, we will fully respond to the peak traffic volume in the morning of the 18."

In addition to Allen, there are still many technical highlights in this year's "6. 18" promotion. They also benefit from the participation of many technical teams. The RPA intelligent interaction department provides 7 * 24 hours of real-time customer service service with temperature, which further improves the efficiency of user receipt and user service experience; the intelligent customer service of the natural language department always matches user needs and initiatively raises questions to enhance conversion rate; intelligent writing robots automatically generate personalized product selling notes based on product characteristics and user tags.

In addition, this year as the first year of live broadcast, there are also many large-scale live events on the Jingdong platform during the period of "6 / 18". "The magnitude is much larger, and the number of videos is much larger than before." Wei, Jingdong cloud leader in cloud computing, pointed out to the twenty-first Century economic news reporter that "video needs high definition, smooth and not carton. It also requires second level response and interaction. These are the challenges that technology brings to technology compared to simple pictures."

A carnival

"Carnival" to describe this year's "6. 18" can not be too much, and for Jingdong technology team, businesses and users of the big promotion crazy, is undoubtedly a skill training accumulated on weekdays.

"(after" 6. 18 "officially launched) the first thing to do every day is to look at the performance of the system online, such as our recovery rate, the number of dialogue rounds and other data. It has been rising." speaking of "6. 18" during the greatest sense of achievement, Jingdong voice semantic and dialogue laboratory project leader TOMO speech is not excited, "6. 18" that day, we hope that the system can be stable, at the same time. It can achieve high traffic volume.

Intelligent robot is only a bright spot in Jingdong's "6. 18" promotion. In fact, in this year's "6. 18", Jingdong is preparing for all kinds of new changes: the new consumption mode of live shopping, the coordination of man-machine customer service, and the change of the operational structure of "6. 18".

Live goods bring consumers a similar shopping experience, and content providers also emerge. And around this year's popular live business, Jingdong has already had some moves. Just like the live broadcast of the Jingdong, it was proposed that this year's Jingdong "6. 18" will create more than 300 thousand live hits. Many celebrities and brand leaders will be invited to interact with consumers. Even the "Strawberry Festival", which was founded in 2009, has been moved online, so that all fans can enjoy free music for more than 4 hours in a row for two consecutive days.

In addition to the direct perceived changes of consumers, there are also consumers' "invisible" changes. Jingdong intelligent customer service full link production system is one of them.

"Consumers can perceive dialogue with AI customer service. Active and quick service delivery is the earliest form of man-machine conversation. But when judging that users may not be able to understand the problem accurately, they can quickly turn back to manual labor and solve some necessary links manually. When the customer service feels that the solution is almost the same, it can quickly turn back to the machine customer service. When it comes to the characteristics of intelligent customer service, Peng Peng, head of Jingdong RPA intelligent interactive department, explains.

In the process of transformation between man and machine, how to achieve seamless connection and how to avoid abrupt and abrupt feeling to users is one of the essentials of human-machine interaction. "Through intelligent scheduling and intelligent scheduling system, the scheduling and scheduling of artificial customer service can be optimized to save company costs. In addition, we can get customers' portrait through AI technology, and accurately match customer service and optimize user shopping experience for users. Peng brother pointed out.

However, this is just a manifestation of smart customer service. In fact, the Jingdong 10000 customer service center has a rather complicated management system. The middle layer is an intelligent assistant management data analysis system, and the upper level is an intelligent decision analysis system. Peng Ge pointed out that with these two parts, this is the complete full link AI service solution and product system. It is also the "next generation intelligent customer service" that Jingdong is committed to.

Technology plus

Behind this year's "6 / 18" big application and experience, there is no doubt that technology needs to be promoted.

In fact, around the live broadcast business, Jingdong video cloud team has made full preparations. "Two years ago, we had moved the video business of Jingdong mall to Jingdong unified cloud platform," Wei pointed out. "The whole cloud is huge enough and the service is stable. This year, we have also made some capacity expansion, adding 100 thousand Hz dynamic resources to deal with unexpected traffic.

In Wei's view, for the direct seeding electricity supplier, the Jingdong can be described as an early layout, so it is easy to deal with it. But for this year, the Jingdong technology team is more experienced in the optimization.

It is understood that there are hundreds of thousands of businesses on the Jingdong platform, and the equipment, network and conditions used by every businessman to do live broadcast are not the same. This will easily cause the final consumers to see or not be compatible when they are watching. "Through our platform, we can establish a better connection between businesses and users, so as to ensure that businesses can do video content more smoothly, and that users can better watch and enjoy the video shopping experience." Wei says.

Besides, an important scene of shopping is customer service. "We start doing something more valuable in business scenarios." Speaking of intelligent customer service system, Peng Ge said that this year's Jingdong's focus is to build the back end of intelligent customer service, and build it into a data driven closed-loop idea, so as to achieve more efficient and high-quality business scenario optimization and provide customers with better experience. At the same time, Jingdong will enhance the efficiency of operation system and customer service system through the whole intelligent customer service technology.

Behind the direct dialogue between intelligent customer service and users, it is inseparable from the phonetic semantics and the merit of the dialogue laboratory. "Smart customer service needs a better understanding of the context, hoping to continue with the conversation of users." TOMO pointed out to the twenty-first Century economic news reporter, "as long as users are willing to chat with customer service, there is a chance to achieve transformation."

After two years of accumulation, Jingdong intelligent customer service robot "Beijing little wisdom" has finally grown into an adult. Not only has it achieved remarkable results in many rounds of dialogue, it has further improved the conversion rate, and has even stepped out of commercial steps. According to TOMO, today's Jingdong customer service robot "Jing Xiao Zhi" has raised a lot in response. "We have used many cutting-edge technologies to enable users to carry out multi rounds of dialogue better."

Since last year's "double 11" plan, new requirements have been planned and defined. After the Spring Festival, technical debugging and related application tests have been officially carried out. Today, "6. 18" has been officially opened, and we have seen the performance of digital indicators of Beijing Xiao Zhi. TOMO believes that they encourage their own team to prepare for war.

The application of AI is not only reflected in customer service, but also in writing. Jingdong's intelligent writing robot can automatically generate content, style controllable personalized selling points, and even highlight key selling points automatically based on product characteristics and user tags, so that users can quickly match their needs and feel fast and smooth shopping.

According to TOMO, from the initial trial of water appliances to the full spread in the past six months, Jingdong intelligent writing robot has been able to support more than 2500 three class material writing, covering many fields such as household appliances, fast food, clothing, and so on. At the same time, on the rendering effect, the writing robot also wrote a style from the past single "find good goods" and expanded it to the "social style" and "live broadcast body" which now include "grass seed" and many Emoji expressions. The length of the writing robot also moved from the past 100 words to 500-1000 characters.

Preparation for normalization

"6. 18" is the most important holiday in the year of the Jingdong. This year, affected by the epidemic, it also has its particularity. "Before" 6. 18 ", we will all go to the on-site duty protection, like the Spring Festival vigil, every year to watch this night. Affected by the epidemic this year, some teams are not at the scene. Wei said.

Allen also mentioned that in the past, "6. 18" and "double 11", the Jingdong technical team was basically prepared for the Yizhuang headquarters. "This year Yizhuang is the core command post, and the subsidiary is the Beichen and national conference center where the Jingdong technology team is located. This is also due to the safety considerations made by the epidemic." Allen told the twenty-first Century business news reporter, "this needs to be done as far as possible, and at the same time, we should respond as quickly as possible."

On the one hand, the detailed preview will be carried out in advance, and the details will be handled. On the other hand, the normalization of technical preparation is also a high frequency word in the lips of all technical personnel. It is also a solid foundation for Jingdong's technical preparation.

"After each big push, we will make a very detailed reply. We will learn the best practices of the team, but there will still be some problems, so we can share them openly." Peng Ge told the economic news reporters twenty-first Century.

In his view, the various business segments, the various R & D teams themselves for their own situation, in their daily work of their own system, verification of business flexibility and other R & D core elements, through the re plate, improve, re plate, and then improve, and then face the pressure test to share the experience, these measures and processes, Jingdong technology team every year has not changed. "Putting these values in order and implementing them well, each team has a significant improvement and improvement, which further ensures the coping ability in the big promotion season."

"Many of the Jingdong's technical people have been involved in many major preparations for the war, and what they are doing is in the details." Peng Ge said, "we are able to cope with such a large volume of traffic and pressure, to cope with such a complex business and to achieve a very advanced level in the industry, which is inextricably linked to our basic skills."

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