Morgan Floyd - Intuit's Live Community

Floyd MorganFloyd_Morgan@intuit.com @fmorgan Lucene Revolution, 2011

Agenda•  About Me•  About Live Community•  Live Community Search•  NLP•  Next Steps•  Questions? Answers?

About Me•  Principal Software Engineer at Intuit

Intuit QuickBaseIntuit Inc. is a leading provider of business and financial management solutions for small and mid-sized businesses; financial institutions, including banks and credit unions; consumers and accounting professionals. More than 200 applica0ons and 7700 employees worldwide.

About Me•  Principal Software Engineer at Intuit•  TurboTax Engineering

TurboTax is the nation’s No. 1 rated, best-selling, do-it-yourself taxpreparation software. TurboTax helps more than 20 million people a year. $1 billion in revenue

About Me•  Principal Software Engineer at Intuit•  TurboTax Engineering –  Core tax engine

About Me•  Principal Software Engineer at Intuit•  TurboTax Engineering –  Core tax engine –  TurboTax Online

About Me•  Principal Software Engineer at Intuit•  TurboTax Engineering –  Core tax engine –  TurboTax Online –  TurboTax Live Community

About Me•  Principal Software Engineer at Intuit•  TurboTax Engineering –  Core tax engine –  TurboTax Online –  TurboTax Live Community•  Central Technology Organization –  Live Community Platform

About Live Community•  It’s a user contribution system –  Q&A

About Live Community•  It’s a user contribution system –  Q&A•  It can be integrated into an application, contextually –  Page-to-page relevance

About Live Community•  It’s a user contribution system –  Q&A•  It can be integrated into an application, contextually –  Page-to-page relevance•  We use social, technology and data –  To create our value proposition…assisting users

About Live Community•  It’s a user contribution system –  Q&A•  It can be integrated into an application, contextually –  Page-to-page relevance•  We use social, technology and data –  To create our value proposition…assisting users•  We launched our Beta in 2007 –  TurboTax Online Home & Business

About Live Community•  It’s a user contribution system –  Q&A•  It can be integrated into an application, contextually –  Page-to-page relevance•  We use social, technology and data –  To create our value proposition…assisting users•  We launched our Beta in 2007 –  TurboTax Online Home & Business•  We use open source…primarily open source –  Apache HTTP, Ruby on Rails, MySQL, memcached ...

About Live Community•  It’s a user contribution system –  Q&A•  It can be integrated into an application, contextually –  Page-to-page relevance•  We use social, technology and data –  To create our value proposition…assisting users•  We launched our Beta in 2007 –  TurboTax Online Home & Business•  We use open source…primarily open source –  Apache HTTP, Ruby on Rails, MySQL, memcached ...•  It’s a platform –  APIs, skinning, dynamic provisioning (AWS in progress)

Intuit Money Manager, India

QuickBooks Online, UK

devZone, Intuit dev

QuickBooks Online, US

TurboTax Desktop & Online, US

Terminology

Consumers (in the millions)

Contributors (in the thousands)

Top Contributors (in the hundreds)

Employees (contribute too)

Tax SeasonOfficially begins on December 1 and ends on April 15.

About TurboTax Live Community•  Largest community –  150+ servers, 200 thousand concurrent users

About TurboTax Live Community•  Largest community –  150+ servers, 200 thousand concurrent users•  Over 23 million users have used the service –  Over 8 million last tax season alone

About TurboTax Live Community•  Largest community –  150+ servers, 200 thousand concurrent users•  Over 23 million users have used the service –  Over 8 million last tax season alone•  Over 32 million pages views last tax season –  In-product views in the billions

About TurboTax Live Community•  Largest community –  150+ servers, 200 thousand concurrent users•  Over 23 million users have used the service –  Over 8 million last tax season alone•  Over 32 million pages views last tax season –  In-product views in the billions•  Over 750 thousand answered questions –  10 thousand questions asked on peak day

About TurboTax Live Community•  Largest community –  150+ servers, 200 thousand concurrent users•  Over 23 million users have used the service –  Over 8 million last tax season alone•  Over 32 million pages views last tax season –  In-product views in the billions•  Over 750 thousand answered questions –  10 thousand questions asked on peak day•  Our contributors answers thousands of questions –  Top contributor – 70 thousand answers

Live Community Search•  Why Solr?•  Auto suggest•  In-product search•  Web-site search•  Instant answer•  Instant question•  Answer bot•  Advertising•  Search everywhere•  Architecture

Why Solr?•  Lots of features/functionality

Why Solr?•  Lots of features/functionality•  Ease of integration

Why Solr?•  Lots of features/functionality•  Ease of integration•  We can scale it independently

Why Solr?•  Lots of features/functionality•  Ease of integration•  We can scale it independently•  You’ll need some search expertise…that’s ok –  Community and Lucid Imagination!

Why Solr?•  Lots of features/functionality•  Ease of integration•  We can scale it independently•  You’ll need some search expertise…that’s ok –  Community and Lucid Imagination!•  Search is really important –  Search everywhere…

Auto suggest•  Provides a glimpse of our vast content

Auto suggest•  Provides a glimpse of our vast content•  facet query (Solr 1.2)

Auto suggest•  Provides a glimpse of our vast content•  facet query (Solr 1.2)•  We use NLP…

Auto suggest•  Provides a glimpse of our vast content•  facet query (Solr 1.2)•  We use NLP…•  It’s used on every search touch point

Auto suggest•  Provides a glimpse of our vast content•  facet query (Solr 1.2)•  We use NLP…•  It’s used on every search touch point•  Second most frequent request

In-product “mini” search•  Primary search interface for consumers

In-product “mini” search•  Primary search interface for consumers•  It appears integrated

In-product “mini” search•  Primary search interface for consumers•  It appears integrated•  Now the most utilized search interface

In-product “mini” search•  Primary search interface for consumers•  It appears integrated•  Now the most utilized search interface•  It makes all content available

In-product “mini” search•  Primary search interface for consumers•  It appears integrated•  Now the most utilized search interface•  It makes all content available•  Over 3 million users last tax season

# using Solr is easy! require solr’ c = Solr::Connection.new( "http://localhost:8090/solr/posts" ) c.search( "how do i input 1099”, :filter_queries => "post_status: # {Post::ANSWERED}" )

Web-site “full” search•  Primary search interface for contributors and employees

Web-site “full” search•  Primary search interface for contributors and employees•  More real estate, more facets, more suggestions ...

Web-site “full” search•  Primary search interface for contributors and employees•  More real estate, more facets, more suggestions ...•  Faceted search empowers development teams to narrow on issues

Web-site “full” search•  Primary search interface for contributors and employees•  More real estate, more facets, more suggestions ...•  Faceted search empowers development teams to narrow on issues•  200+ TurboTax issues discovered last tax season

# using Solr is easy! require solr’ c = Solr::Connection.new( "http://localhost:8090/solr/posts" ) c.search( ”bug”, :filter_queries => "post_status: # {Post::OPEN}" )

Instant answer•  Present similar answered question

Instant answer•  Present similar answered question•  Search with the terms of the new question

Instant answer•  Present similar answered question•  Search with the terms of the new question•  Narrow the focus to the subject

Instant answer•  Present similar answered question•  Search with the terms of the new question•  Narrow the focus to the subject•  Show snippet of a recommended answer

Instant answer•  Present similar answered question•  Search with the terms of the new question•  Narrow the focus to the subject•  Show snippet of a recommended answer•  Accidental A/B test

# using Solr is easy! require solr’ c = Solr::Connection.new( "http://localhost:8090/solr/posts" ) c.search( "how do i input 1099”, { :query_fields => "subject", :filter_queries => "post_status: #{Post::ANSWERED}" } )

Instant question•  Present similar unanswered questions

Instant question•  Present similar unanswered questions•  Answer reuse

Instant question•  Present similar unanswered questions•  Answer reuse•  Search with the terms of the answered question

Instant question•  Present similar unanswered questions•  Answer reuse•  Search with the terms of the answered question•  Narrow the focus to the subject

Instant question•  Present similar unanswered questions•  Answer reuse•  Search with the terms of the answered question•  Narrow the focus to the subject•  We also use a date filter

“Aren’t we addicted enough!”

# using Solr is easy! require solr’ c = Solr::Connection.new( "http://localhost:8090/solr/posts" ) today = DateTime.now.at_beginning_of_day.utc.to_time date_from = 7.to_i.days.ago ( today ).getutc.iso8601 c.search( "how do i input 1099", { :query_fields => "subject", :filter_queries => "post_status: #{Post::OPEN} AND created_at_d:[#{date_from} TO *]" } )

Answer bot•  We continue to search for you –  The day after you ask

Answer bot•  We continue to search for you –  The day after you ask•  Send an email

Answer bot•  We continue to search for you –  The day after you ask•  Send an email•  Runs for 7 days

Answer bot•  We continue to search for you –  The day after you ask•  Send an email•  Runs for 7 days•  We only send another email if the results have changed

Answer bot•  We continue to search for you –  The day after you ask•  Send an email•  Runs for 7 days•  We only send another email if the results have changed•  From our explicit feedback –  39% answered question

Advertising•  We use our user generated content in advertising

Advertising•  We use our user generated content in advertising•  Has 300% higher click through rate than static banner ads

Advertising•  We use our user generated content in advertising•  Has 300% higher click through rate than static banner ads•  Ads displayed throughout the tax season on many ad networks

Advertising•  We use our user generated content in advertising•  Has 300% higher click through rate than static banner ads•  Ads displayed throughout the tax season on many ad networks•  Content selection is automated and continuous

Logs Logs LogsMapReduce Carrot2 SolrHeuristics

<?xml version="1.0" encoding="UTF-8"?>   <lc_trending end_date="2011-05-21" include_popular="true" type="queries" duration="day">   <topic>   <rank>1</rank>   <text>Ptp</text>   <post>   <post_id>aBHMBWxzar4lKMacfArRo0</post_id>   <subject>Final K-1 Disposition of PTP Units</subject>   <detail>I bought units in a PTP in five separate transactions in 2008; I sold all my units in five separate transactions in 2010. TT does not allow me to report all 5 transactions while stepping through the K-1 form -- these transactions are reported on Schedule D, but also need to be on Form 4797, Part II, Box 10. I cant seem to make the linkage work. I would appreciate some guidance on how to make this happen.</detail>   <response>OK, several steps needed for your situation:  1) on the K-1 on the screen entitled Describe the Partnership Disposal, choose "Disposition was not via a sale"  2) Then search for the topic "sale of business property" - you will be taked to a topic entitled "Any Other Property Sales?" - select the first option. Ove rthe next few screens here you will have the opportunityut to enter the sale amounts associated witht he Form 4797.    3) then choose the topic on the income landing table for "Stocke, Mutual Funds, Bonds, other - here you will enter the rest of the sale, that portion attributable to capital gains.    Hope this helps you,  </response>   <viewsCount>60</viewsCount>   <answersCount>2</answersCount>   <asker>Xuxan</asker>   <display_post_url>https://ttlc.intuit.com/post/show_full/aBHMBWxzar4lKMacfArRo0? rmode=ad</display_post_url>   </post>  

Search everywhere•  Search first, ask second –  Used to be ask first, search later or never!

Search everywhere•  Search first, ask second –  Used to be ask first, search later or never!•  Auto complete everywhere too –  64 bit Linux, 10 (8 core) slaves, 300 req/s

Search everywhere•  Search first, ask second –  Used to be ask first, search later or never!•  Auto complete everywhere too –  64 bit Linux, 10 (8 core) slaves, 300 req/s•  Search requests –  900 % increase

Search everywhere•  Search first, ask second –  Used to be ask first, search later or never!•  Auto complete everywhere too –  64 bit Linux, 10 (8 core) slaves, 300 req/s•  Search requests –  900 % increase•  Questions asked –  50 % decrease…is that good?

Search everywhere•  Search first, ask second –  Used to be ask first, search later or never!•  Auto complete everywhere too –  64 bit Linux, 10 (8 core) slaves, 300 req/s•  Search requests –  900 % increase•  Questions asked –  50 % decrease…is that good?•  Increased consumption –  38% users, 43% content…very good!

Search clusterApp server Indexing server Database cluster

NLP•  Search is not enough…unfortunately

NLP•  Search is not enough…unfortunately•  Our domain is noisy…ugly at times

Uh, what?

Too much what!

I wish NLP could help!

NLP•  Search is not enough…unfortunately•  Our domain is noisy…ugly at times•  How it works…

HwO do iput 10 99 i don,tknow what to do need help help me.

Where do I enter a 1099?

schema.xml<fieldtype name="text" class="solr.TextField" positionIncrementGap="100">  <analyzer type="index">  <tokenizer class="solr.HTMLStripStandardTokenizerFactory"/>  <filter class="solr.StopFilterFactory" ignoreCase="true" words="stopwords.txt"/>  <filter class="solr.WordDelimiterFilterFactory" generateWordParts="0" generateNumberParts="1" catenateWords="1" catenateNumbers="1" catenateAll="1" preserveOriginal="1"/>  <filter class="solr.LowerCaseFilterFactory"/>  <filter class="solr.EnglishPorterFilterFactory" protected="protwords.txt"/>  <filter class="solr.SynonymFilterFactory" synonyms="synonyms.txt" ignoreCase="true" expand="true"/>  <filter class="solr.RemoveDuplicatesTokenFilterFactory"/>  </analyzer>  <analyzer type="query">  <tokenizer class="solr.HTMLStripStandardTokenizerFactory"/>  <filter class="solr.SynonymFilterFactory" synonyms="synonyms.txt" ignoreCase="true" expand="true"/>  <filter class="solr.StopFilterFactory" ignoreCase="true" words="stopwords.txt"/>  <filter class="solr.WordDelimiterFilterFactory" generateWordParts="0" generateNumberParts="1" catenateWords="1" catenateNumbers="1" catenateAll="1" preserveOriginal="1"/>  <filter class="solr.LowerCaseFilterFactory"/>  <filter class="solr.EnglishPorterFilterFactory" protected="protwords.txt"/>  <filter class="solr.RemoveDuplicatesTokenFilterFactory"/>  </analyzer> </fieldtype> 

dictionary<?xml version="1.0" encoding="US-ASCII"?>  <dictionary>  <entry score="10" root="none" synonym="none" domain="ttlc" id="suitcas">suitcase</entry>  <entry score="10" root="form" synonym="none" domain="ttlc" id="2210"></entry>  <entry score="10" root="none" synonym="none" domain="ttlc" id="xrai">x-ray</ entry>  <entry score="10" root="none" synonym="townhom" domain="ttlc" id="townhous">townhouse</entry>  <entry score="10" root="none" synonym="none" domain="ttlc" id="grosssal">gross sale</entry>  <entry score="10" root="none" synonym="none" domain="ttlc" id="trinidad">Trinidad</entry>  <entry score="10" root="none" synonym="none" domain="ttlc" id="home"></entry>  <entry score="10" root="none" synonym="know" domain="ttlc" id="knew"></entry>  <entry score="10" root="none" synonym="none" domain="ttlc" id="massachusett">Massachusetts</entry>  <entry score="10" root="none" synonym="none" domain="ttlc" id="denver">Denver</entry>  <entry score="5" root="none" synonym="none" domain="ttlc" id="instead"></ entry>  <entry score="10" root="none" synonym="unallow" domain="ttlc" id="disallow">not allowed</entry>  <entry score="5" root="none" synonym="see" domain="ttlc" id="saw"></entry>   

regular expressions (many)if text =~ / any/ text.gsub!(/ any where /, anywhere )  text.gsub!(/ any(body| body| one) /, anyone )  text.gsub!(/ any( thing| things|things) /, anything )  text.gsub!(/ any(one|thing|where) else /, any1 ’) end if text =~ / don / text.gsub!(/ don i /, do not i )  text.gsub!(/ don (have|know|see|want) /, do not 1 )  text.gsub!(/ (are|be|have|is|was|were) don /, 1 done ’) text.gsub!(/ don (not|nt|t) /, do not ’) end  text.gsub!(/ (do|can) (ai|ii) /, 1 i ’) text.gsub!(/ d (oyou|you) /, do you )  text.gsub!(/ (1|ai|ii|my) (did|do|had|have|was) /, i 2 ’) text.gsub!(/ crap{1,10} /, crap ’) text.gsub!(/ gr{1,} /, )    

Spell Checker Stemmer (Porter) Word CollocationStop Phrase Correction Stop Word RemovalSynonyms SubstitutionTax Domain Correction Phrase Encoding

# NLP is not easy! # this class wraps our NLP sf = SemanticFilter.new # does it work? sf.act_on_post( "HwO do iput 10 99 i don,t know what to do need help help me." ) =>[" wheretoent 1099 ”] sf.act_on_post( "Where do I enter a 1099?" ) =>[" wheretoent 1099 ”]

NLP•  Search is not enough…unfortunately•  Our domain is noisy…ugly at times•  How it works…•  It works well, but it’s not perfect

“Stop guessing what I’m looking for!”

NLP•  Search is not enough…unfortunately•  Our domain is noisy…ugly at times•  How it works…•  It works well, but it’s not perfect•  Not just for search…

Recommendations•  Deliver unanswered questions to contributors

Recommendations•  Deliver unanswered questions to contributors•  Too much content to scan manually

Recommendations•  Deliver unanswered questions to contributors•  Too much content to scan manually•  Based on past answering behavior

Recommendations•  Deliver unanswered questions to contributors•  Too much content to scan manually•  Based on past answering behavior•  Recommend a question to multiple contributors

Recommendations•  Deliver unanswered questions to contributors•  Too much content to scan manually•  Based on past answering behavior•  Recommend a question to multiple contributors•  Uses Mahout machine learning library

Answered Unanswered NLP NLP User Post vectors vectors Mahout Heuristics

Next Steps•  We’re going to rewrite it!

Next Steps•  We’re going to rewrite it! … most of it ;)

Next Steps•  We’re going to rewrite it! … most of it ;)•  Real-time indexing

Next Steps•  We’re going to rewrite it! … most of it ;)•  Real-time indexing•  Question vs. Query

Next Steps•  We’re going to rewrite it! … most of it ;)•  Real-time indexing•  Question vs. Query•  Social feedback – Page ranking

Next Steps•  We’re going to rewrite it! … most of it ;)•  Real-time indexing•  Question vs. Query•  Social feedback – Page ranking•  Social dictionaries – Content classification

Next Steps•  We’re going to rewrite it! … most of it ;)•  Real-time indexing•  Question vs. Query•  Social feedback – Page ranking•  Social dictionaries – Content classification•  Beer?!

Thank you. Floyd_Morgan@intuit.com @fmorgan

Appendix •  User search •  SEO

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