T-LEAF: 分类法学习和评估框架
How we applied qualitative learning, human labeling and machine learning to iteratively develop Airbnb’s Community Support Taxonomy.
我们如何应用定性学习、人类标签和机器学习来迭代开发Airbnb的社区支持分类法。
By: Mia Zhao, Peggy Shao, Maggie Hanson, Peng Wang, Bo Zeng
Background
背景介绍
Taxonomies are knowledge organization systems used to classify and organize information. Taxonomies use words to describe things — as opposed to numbers or symbols — and hierarchies to group things into categories. The structure of a taxonomy expresses how those things relate to each other. For instance, a Superhost is a type of Host and a Host is a type of Airbnb User. Taxonomies provide vital terminology control and enable downstream systems to navigate information and analyze consistent, structured data.
分类法是用于分类和组织信息的知识组织系统。分类法使用词语来描述事物--而不是数字或符号--并使用层次结构将事物归入类别。分类法的结构表达了这些事物之间的关系。例如，超级房东是房东的一种类型，房东是Airbnb用户的一种类型。分类法提供了重要的术语控制，并使下游系统能够浏览信息和分析一致的、结构化的数据。
Airbnb uses taxonomies in front-end products to help guests and hosts discover exciting stays or experiences, as well as inspirational content and customer support offerings. Airbnb also uses taxonomies in backstage tooling to structure data, organize internal information, and support machine learning applications.
Airbnb在前端产品中使用分类法，帮助客人和房东发现令人兴奋的住宿或体验，以及鼓舞人心的内容和客户支持产品。Airbnb还在后台工具中使用分类法来构建数据，组织内部信息，并支持机器学习应用。
Classifying the types of issues Airbnb community members face is vital for several reasons:
对Airbnb社区成员面临的问题类型进行分类是至关重要的，原因有几个。
- Hosts and guests need to be able to describe issues to Airbnb in order to receive relevant help suggestions or get connected with the best support.
- 房东和客人需要能够向Airbnb描述问题，以便获得相关的帮助建议或与最佳支持联系起来。
- Support Ambassadors (Airbnb’s Community Support specialists) need quick and easy access to workflows that help them resolve issues for guests and Hosts.
- 支持大使（Airbnb的社区支持专家）需要快速和方便地访问工作流程，以帮助他们解决客人和房东的问题。
- Airbnb business units need to understand where and why guests and Hosts encounter problems so that we can improve our product and make the Airbnb experience better.
- Airbn...