Pre-sales customer service is of importance to E-commerce platforms as it contributes to optimizing customers' buying process. To better serve users, we propose AliMe KG, a domain knowledge graph in E-commerce that captures user problems, points of interests (POI), item information and relations thereof. It helps to understand user needs, answer pre-sales questions and generate explanation texts. We applied AliMe KG to several online business scenarios such as shopping guide, question answering over properties and recommendation reason generation, and gained positive results. In the paper, we systematically introduce how we construct domain knowledge graph from free text, and demonstrate its business value with several applications. Our experience shows that mining structured knowledge from free text in vertical domain is practicable, and can be of substantial value in industrial settings.
We present AliMe Assist, an intelligent assistant designed for creating an innovative online shopping experience in E-commerce. Based on question answering (QA), AliMe Assist offers assistance service, customer service, and chatting service. It is able to take voice and text input, incorporate context to QA, and support multi-round interaction. Currently, it serves millions of customer questions per day and is able to address 85% of them. In this paper, we demonstrate the system, present the underlying techniques, and share our experience in dealing with real-world QA in the E-commerce field.
With the rise of knowledge graph (KG), question answering over knowledge base (KBQA) has attracted increasing attention in recent years. Despite much research has been conducted on this topic, it is still challenging to apply KBQA technology in industry because business knowledge and real-world questions can be rather complicated. In this paper, we present AliMe-KBQA, a bold attempt to apply KBQA in the E-commerce customer service field. To handle real knowledge and questions, we extend the classic "subject-predicate-object (SPO)" structure with property hierarchy, key-value structure and comp…
Live streaming is becoming an increasingly popular trend of sales in E-commerce. The core of live-streaming sales is to encourage customers to purchase in an online broadcasting room. To enable customers to better understand a product without jumping out, we propose AliMe MKG, a multi-modal knowledge graph that aims at providing a cognitive profile for products, through which customers are able to seek information about and understand a product. Based on the MKG, we build an online live assistant that highlights product search, product exhibition and question answering, allowing customers to s…
Rutgers University（罗格斯大学）；HPI/University of Potsdam（波茨坦大学哈索·普拉特纳研究院）
In this work, we present a new dataset for conversational recommendation over knowledge graphs in e-commerce platforms called COOKIE. The dataset is constructed from an Amazon review corpus by integrating both user-agent dialogue and custom knowledge graphs for recommendation. Specifically, we first construct a unified knowledge graph and extract key entities between user--product pairs, which serve as the skeleton of a conversation. Then we simulate conversations mirroring the human coarse-to-fine process of choosing preferred items. The proposed baselines and experiments demonstrate that our…
Zhejiang University（浙江大学）；Alibaba Group（阿里巴巴集团）；University of Macao（澳门大学）
In recent years, knowledge graphs have been widely applied to organize data in a uniform way and enhance many tasks that require knowledge, for example, online shopping which has greatly facilitated people's life. As a backbone for online shopping platforms, we built a billion-scale e-commerce product knowledge graph for various item knowledge services such as item recommendation. However, such knowledge services usually include tedious data selection and model design for knowledge infusion, which might bring inappropriate results. Thus, to avoid this problem, we propose a Pre-trained Knowledg…
Zhejiang University（浙江大学）；Alibaba Group（阿里巴巴集团）；Zhejiang University & AZFT Joint Lab for Knowledge Engine（浙江大学与AZFT知识引擎联合实验室）
Knowledge Graphs (KGs), representing facts as triples, have been widely adopted in many applications. Reasoning tasks such as link prediction and rule induction are important for the development of KGs. Knowledge Graph Embeddings (KGEs) embedding entities and relations of a KG into continuous vector spaces, have been proposed for these reasoning tasks and proven to be efficient and robust. But the plausibility and feasibility of applying and deploying KGEs in real-work applications has not been well-explored. In this paper, we discuss and report our experiences of deploying KGEs in a real doma…
Zhejiang University（浙江大学）；Alibaba Group（阿里巴巴集团）；Alibaba-Zhejiang University Joint Research Institute of Frontier Technologies（阿里巴巴-浙江大学前沿技术联合研究院）
In recent years, knowledge graphs have been widely applied as a uniform way to organize data and have enhanced many tasks requiring knowledge. In online shopping platform Taobao, we built a billion-scale e-commerce product knowledge graph. It organizes data uniformly and provides item knowledge services for various tasks such as item recommendation. Usually, such knowledge services are provided through triple data, while this implementation includes (1) tedious data selection works on product knowledge graph and (2) task model designing works to infuse those triples knowledge. More importantly…
Entity-based semantic search has been widely adopted in modern search engines to improve search accuracy by understanding users' intent. In e-commerce, an accurate and complete product type (PT) ontology is essential for recognizing product entities in queries and retrieving relevant products from catalog. However, finding product types (PTs) to construct such an ontology is usually expensive due to the considerable amount of human efforts it may involve. In this work, we propose an active learning framework that efficiently utilizes domain experts' knowledge for PT discovery. We also show the…
Alibaba Group（阿里巴巴集团）；Institute of Computing Technology, Chinese Academy of Sciences（中国科学院计算技术研究所）
Question Answering (QA) over Knowledge Base (KB) aims to automatically answer natural language questions via well-structured relation information between entities stored in knowledge bases. In order to make KBQA more applicable in actual scenarios, researchers have shifted their attention from simple questions to complex questions, which require more KB triples and constraint inference. In this paper, we introduce the recent advances in complex QA. Besides traditional methods relying on templates and rules, the research is categorized into a taxonomy that contains two main branches, namely Inf…
Understanding latent user needs beneath shopping behaviors is critical to e-commercial applications. Without a proper definition of user needs in e-commerce, most industry solutions are not driven directly by user needs at current stage, which prevents them from further improving user satisfaction. Representing implicit user needs explicitly as nodes like "outdoor barbecue" or "keep warm for kids" in a knowledge graph, provides new imagination for various e- commerce applications. Backed by such an e-commerce knowledge graph, we propose a supervised learning algorithm to conceptualize user nee…
Lenovo Research（联想研究院）；German Research Center for Artificial Intelligence (DFKI)（德国人工智能研究中心）
Named Entity Recognition (NER) in domains like e-commerce is an understudied problem due to the lack of annotated datasets. Recognizing novel entity types in this domain, such as products, components, and attributes, is challenging because of their linguistic complexity and the low coverage of existing knowledge resources. To address this problem, we present a bootstrapped positive-unlabeled learning algorithm that integrates domain-specific linguistic features to quickly and efficiently expand the seed dictionary. The model achieves an average F1 score of 72.02% on a novel dataset of product …
The Chinese University of Hong Kong（香港中文大学）；Alibaba Group（阿里巴巴集团）
Recently, Product Question Answering (PQA) on E-Commerce platforms has attracted increasing attention as it can act as an intelligent online shopping assistant and improve the customer shopping experience. Its key function, automatic answer generation for product-related questions, has been studied by aiming to generate content-preserving while question-related answers. However, an important characteristic of PQA, i.e., personalization, is neglected by existing methods. It is insufficient to provide the same "completely summarized" answer to all customers, since many customers are more willing…
Alibaba Group（阿里巴巴集团）；University of Macau（澳门大学）；Zhejiang University（浙江大学）
Conversational Recommender Systems (CRSs) in E-commerce platforms aim to recommend items to users via multiple conversational interactions. Click-through rate (CTR) prediction models are commonly used for ranking candidate items. However, most CRSs are suffer from the problem of data scarcity and sparseness. To address this issue, we propose a novel knowledge-enhanced deep cross network (K-DCN), a two-step (pretrain and fine-tune) CTR prediction model to recommend items. We first construct a billion-scale conversation knowledge graph (CKG) from information about users, items and conversations,…
Rakuten Institute of Technology（乐天技术研究所）；Rakuten Group Inc.（乐天集团）；Institute of Industrial Science（工业科学研究所）；the University of Tokyo（东京大学）
A key challenge in attribute value extraction (AVE) from e-commerce sites is how to handle a large number of attributes for diverse products. Although this challenge is partially addressed by a question answering (QA) approach which finds a value in product data for a given query (attribute), it does not work effectively for rare and ambiguous queries. We thus propose simple knowledge-driven query expansion based on possible answers (values) of a query (attribute) for QA-based AVE. We retrieve values of a query (attribute) from the training data to expand the query. We train a model with two t…
In this paper, we study transfer learning for the PI and NLI problems, aiming to propose a general framework, which can effectively and efficiently adapt the shared knowledge learned from a resource-rich source domain to a resource- poor target domain. Specifically, since most existing transfer learning methods only focus on learning a shared feature space across domains while ignoring the relationship between the source and target domains, we propose to simultaneously learn shared representations and domain relationships in a unified framework. Furthermore, we propose an efficient and effecti…
University of California, Los Angeles（加利福尼亚大学洛杉矶分校）；Amazon.com Inc（亚马逊公司）
Predicting missing facts in a knowledge graph (KG) is crucial as modern KGs are far from complete. Due to labor-intensive human labeling, this phenomenon deteriorates when handling knowledge represented in various languages. In this paper, we explore multilingual KG completion, which leverages limited seed alignment as a bridge, to embrace the collective knowledge from multiple languages. However, language alignment used in prior works is still not fully exploited: (1) alignment pairs are treated equally to maximally push parallel entities to be close, which ignores KG capacity inconsistency; …
University of Science and Technique of China（中国科学技术大学）
The study of question answering has received increasing attention in recent years. This work focuses on providing an answer that compatible with both user intent and conditioning information corresponding to the question, such as delivery status and stock information in e-commerce. However, these conditions may be wrong or incomplete in real-world applications. Although existing question answering systems have considered the external information, such as categorical attributes and triples in knowledge base, they all assume that the external information is correct and complete. To alleviate the…
Product-specific community question answering platforms can greatly help address the concerns of potential customers. However, the user-provided answers on such platforms often vary a lot in their qualities. Helpfulness votes from the community can indicate the overall quality of the answer, but they are often missing. Accurately predicting the helpfulness of an answer to a given question and thus identifying helpful answers is becoming a demanding need. Since the helpfulness of an answer depends on multiple perspectives instead of only topical relevance investigated in typical QA tasks, commo…
In this work we propose an ontology to support automated negotiation in multiagent systems. The ontology can be connected with some domain-specific ontologies to facilitate the negotiation in different domains, such as Intelligent Transportation Systems (ITS), e-commerce, etc. The specific negotiation rules for each type of negotiation strategy can also be defined as part of the ontology, reducing the amount of knowledge hardcoded in the agents and ensuring the interoperability. The expressiveness of the ontology was proved in a multiagent architecture for the automatic traffic light setting a…
National Institute of Technology Kurukshetra（库鲁克谢特拉国家理工学院）
Most of the existing techniques to product discovery rely on syntactic approaches, thus ignoring valuable and specific semantic information of the underlying standards during the process. The product data comes from different heterogeneous sources and formats giving rise to the problem of interoperability. Above all, due to the continuously increasing influx of data, the manual labeling is getting costlier. Integrating the descriptions of different products into a single representation requires organizing all the products across vendors in a single taxonomy. Practically relevant and quality pr…
Beijing University of Chemical Technology（北京化工大学）；Southwest Jiaotong University（西南交通大学）
Deep learning oriented named entity recognition (DNER) has gradually become the paradigm of knowledge discovery, which greatly promotes domain intelligence. However, the current activation function of DNER fails to treat gradient vanishing, no negative output or non-differentiable existence, which may impede knowledge exploration caused by the omission and incomplete representation of latent semantics. To break through the dilemma, we present a novel activation function termed KDAC. Detailly, KDAC is an aggregation function with multiple conversion modes. The backbone of the activation region …
Rutgers University（罗格斯大学）；NEC Laboratories America, Inc.（NEC美国实验室公司）；Institute of Computing Technology, Chinese Academy of Sciences（中国科学院计算技术研究所）
Pre-trained language models such as BERT have achieved great success in a broad range of natural language processing tasks. However, BERT cannot well support E-commerce related tasks due to the lack of two levels of domain knowledge, i.e., phrase-level and product-level. On one hand, many E-commerce tasks require an accurate understanding of domain phrases, whereas such fine-grained phrase-level knowledge is not explicitly modeled by BERT's training objective. On the other hand, product-level knowledge like product associations can enhance the language modeling of E-commerce, but they are not …
Customer reviews usually contain much information about one's online shopping experience. While positive reviews are beneficial to the stores, negative ones will largely influence consumers' decision and may lead to a decline in sales. Therefore, it is of vital importance to carefully and persuasively reply to each negative review and minimize its disadvantageous effect. Recent studies consider leveraging generation models to help the sellers respond. However, this problem is not well-addressed as the reviews may contain multiple aspects of issues which should be resolved accordingly and persu…
In this paper, we address multi-modal pretraining of product data in the field of E-commerce. Current multi-modal pretraining methods proposed for image and text modalities lack robustness in the face of modality-missing and modality-noise, which are two pervasive problems of multi-modal product data in real E-commerce scenarios. To this end, we propose a novel method, K3M, which introduces knowledge modality in multi-modal pretraining to correct the noise and supplement the missing of image and text modalities. The modal-encoding layer extracts the features of each modality. The modal-interac…
Alibaba Group（阿里巴巴集团）；Zhejiang University（浙江大学）；AZFT Joint Lab for Knowledge Engine（AZFT知识引擎联合实验室）
In e-commerce, the salience of commonsense knowledge (CSK) is beneficial for widespread applications such as product search and recommendation. For example, when users search for ``running'' in e-commerce, they would like to find products highly related to running, such as ``running shoes'' rather than ``shoes''. Nevertheless, many existing CSK collections rank statements solely by confidence scores, and there is no information about which ones are salient from a human perspective. In this work, we define the task of supervised salience evaluation, where given a CSK triple, the model is requir…
We propose a novel domain-specific generative pre-training (DS-GPT) method for text generation and apply it to the product titleand review summarization problems on E-commerce mobile display.First, we adopt a decoder-only transformer architecture, which fitswell for fine-tuning tasks by combining input and output all to-gether. Second, we demonstrate utilizing only small amount of pre-training data in related domains is powerful. Pre-training a languagemodel from a general corpus such as Wikipedia or the CommonCrawl requires tremendous time and resource commitment, andcan be wasteful if the do…
Knowledge enhanced pre-trained language models (K-PLMs) are shown to be effective for many public tasks in the literature but few of them have been successfully applied in practice. To address this problem, we propose K-AID, a systematic approach that includes a low-cost knowledge acquisition process for acquiring domain knowledge, an effective knowledge infusion module for improving model performance, and a knowledge distillation component for reducing the model size and deploying K-PLMs on resource-restricted devices (e.g., CPU) for real-world application. Importantly, instead of capturing e…
We show that the e-commerce domain can provide all the right ingredients for successful data mining and claim that it is a killer domain for data mining. We describe an integrated architecture, based on our expe-rience at Blue Martini Software, for supporting this integration. The architecture can dramatically reduce the pre-processing, cleaning, and data understanding effort often documented to take 80% of the time in knowledge discovery projects. We emphasize the need for data collection at the application server layer (not the web server) in order to support logging of data and metadata tha…
