智能自动化平台。在Airbnb赋予对话式人工智能及其他功能

How Intelligent Automation Platform supports conversational AI and agent-automation to improve the Airbnb customer experience

智能自动化平台如何支持对话式人工智能和代理自动化以改善Airbnb的客户体验

By Zhiheng Xu, Alex Zhou, Jeremy Wang, Zecheng Xu, Ziyi Wang, Jiayu Lou, Liuming Zhang, Gary Pan, Jeffrey Zhao, Yisong Wang, Priyank Singhal, Claire Xiong, Wayne Zhang, Ben Ma, Hao Wang, Carter Appleton, Anthony Clifton

作者：徐志恒、周亚力、王杰里米、徐泽成、王紫怡、楼嘉宇、张柳明、潘加丽、赵杰夫、王一松、普里扬克-辛格尔、熊玠、张伟、马犇、王浩、卡特-阿普顿、安东尼-克里夫顿

With the rapid development of Machine Learning and Natural Language Processing technologies, conversational AI has attracted huge attention in recent years. More and more conversational AI applications such as virtual assistants, smart speakers, and customer support chatbots have been developed to help people in their daily lives.

随着机器学习和自然语言处理技术的快速发展，近年来，对话式人工智能引起了巨大的关注。越来越多的对话式人工智能应用，如虚拟助理、智能音箱和客户支持聊天机器人，已经被开发出来，以帮助人们的日常生活。

At Airbnb, we have developed multiple conversational AI products to enhance our host and guest experience. Examples include our chatbot systems, which support users through in-app messaging or automated phone calls, our task-oriented ML framework for issue detection and automatic problem solving, and various on-trip support products to proactively help guests improve their experience while they are on trip.

在Airbnb，我们已经开发了多种对话式人工智能产品，以提高我们的房东和客人的体验。这方面的例子包括我们的聊天机器人系统，它通过应用内的消息或自动电话为用户提供支持，我们的任务导向的ML框架用于问题检测和自动解决问题，以及各种旅行中的支持产品，以主动帮助客人改善他们在旅行中的体验。

In this blog post, we introduce the Intelligent Automation Platform (AP), a generic enterprise-level platform developed by Airbnb to support a suite of conversational AI products. From this point forward, the Intelligent Automation Platform will be referenced as “AP”.

在这篇博文中，我们介绍了 智能自动化平台(AP)，这是一个由Airbnb开发的通用企业级平台，用于支持一套对话式人工智能产品。从这一点出发，智能自动化平台将被称为 "AP"。

By modeling Conversational AI products as Markov Decision Process (MDP) workflows, AP provides a unified representation of workflows and actions to facilitate workflow consolidation and action reusability. Additionally, the platform offers a G...