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Lessons Learnt Scaling
Model Building @ Zendesk
The More the Merrier
Wai Chee Yau
Staff Software Engineer
Pepper
Model Building @ Zendesk
How we built machine learning models initially
What challenges we faced
How we evolved the model building infrastructure
What lessons we learnt
Scaling Can be Painful
4
A Few Models
Lots of Models
Slide types and sample layouts
What is Zendesk?
Zendesk ML Products Journey
Customer Satisfaction
Prediction
2016
3000 models
per week
2017 20192018
Customer Satisfaction Prediction
PLACEHOLDER
Building Satisfaction Prediction Models in Hadoop
Hadoop
HDFS
Training data
(Tickets)
Training data
(Tickets)
Training data
(Tickets)
Training data
(Tickets)
Map Reduce
Jobs
ModelsModelsModelsModels
400 models per job run
Hadoop Pains
11
Slide types and sample layouts
Second ML Product
Answer Bot
Second ML Product - Answer Bot
Customer Satisfaction
Prediction
Answer Bot
2016
3000 models
per week
1 deep learning
model a few months
2017 2018 2019
Answerbot - Zendesk’s First Deep Learning Adventure
Embedding: Turning words into numbers
[
7.25020394e-02, -1.19434139e-02, 2.35390533e-02,
9.40115377e-03, 8.13035890e-02, 6.50805384e-02,
-4.03035507e-02, -6.47375807e-02, 2.81035509e-02,
-1.87401652e-01, 1.12001531e-01, -2.67665803e-01,
6.60590157e-02, 2.46239230e-02, -3.72320563e-02,
3.12019400e-02, -7.69012272e-02, -1.70350112e-02,
-4.82226498e-02, -8.59876275e-02, 4.28824723e-02,
-9.28599089e-02, -6.01094738e-02, -8.52334574e-02,
8.72100666e-02, 1.91824064e-01, 1.05177149e-01,
-1.12113327e-01, -1.71761960e-01, -1.66820228e-01,
-1.36309946e-02, -3.36700417e-02, 3.18476819e-02,
-1.26342744e-01, -8.29755142e-03, 8.12109783e-02,
-1.25934565e-02, 1.49573416e-01, 2.69240364e-02,
“We are all prisoners of our
phones, thus they are called
cell phones!”
Embed!
Embedding Space, where no one has gone before
Men with heels
They is not
necessarily
plural
Short haired
women
Tenderloin is
the best part
of SF
Smell of weed
Embedding Space, where no one has gone before
Ticket
Slide types and sample layouts
Third ML Product
Content Cues
Third ML Product - Content Cues
Customer Satisfaction
Prediction
Content Cues
(early access)
Answer Bot
2016
3000 models
per week
1 deep learning
model a few months
Up to 50000
models per day
2017 2018 2019
Content Cues - Summarizing Tickets into Topics
Content Cues - Summarizing Tickets into Topics
Scaling Challenges with Content Cues
Satisfaction Prediction
3k+ models weekly
Content Cues
Up to 50k models daily
Slide types and sample layouts
Generate training
data for Content Cues
Feature Generation with Spark
MySQLMySQLMySQLMySQLMySQL Kafka
Data Lake (S3)
Tickets
(snapshot)
ML Features (S3)
EMR Spark
Filter and
Partition by
Account
Training
Features
(account 1)
Training
Features
(account 1)
Training
Features
(account 1)
Training
Features
(account 2)
Training
Features
(account 2)
Training
Features
(account 2)
Slide types and sample layouts
Group Tickets into
Topics
How to Group Tickets into Topics?
Add frequent flyer
number
Change flight
Cancel Flight
Ticket Summarisation Process
Embed
Text
Cluster
Generate
Titles +
Keywords
Topic 1
Topic 2
Topic n
Input
Ticket
Cluster
snapshots
How to present the UI to the user?
Challenge
Content Cues - Summarizing Tickets into Topics
t-SNE Plot of Ticket Clusters
Balance
Algorithm Complexity
vs
System Performance
Lesson Learnt
How to scale model building?
Challenge
Generic Solution for Offline Batch Model Building
ML Features (S3)
Training
Features
(account 1)
Training
Features
(account 1)
Training
Features
ML Models (S3)
Training
Features
(account 1)
Training
Features
(account 1)
Models
Scalable Compute
To Build Models
Requirements for Model Building
● Scalable and elastic
● Support building batches of models on a recurrent basis
● Support on demand building of models
● Flexibility to use CPU or GPU instances
Scalable Compute Options
AWS Batch for Building Models
AWS Batch
Job
Queue
(low)
Job
Queue
(medium)
Job
Queue
(high)
Compute Environment (spot)
Model Build JobModel Build Job
Compute Environment (on demand)
Model Build JobModel Build Job
Building Models with AWS Batch
AWS Batch
Job
Queues
Job
Queues
Compute Environments
Model Build JobModel Build Job
Model Serving
Service
Submit
Job
ML Features (S3)
Training
Features
(account 1)
Training
Features
(account 1)
Training
Features
ML Models (S3)
SNS + SQS
Models
Models
Airflow
Select Suitable
Instance Types
For Jobs
Lesson Learnt
How to deal with different
data distribution across accounts?
Challenge
Distribution of account and ticket count
NumberofAccounts
Number of Tickets
Static Resource Allocation
Allocate Resources Based on Job Size
Small
Medium
Large
Container resources: vCPU, memory
vCPU: 2 Memory: 2GB
AWS Batch
vCPU: 4 Memory: 5GB
vCPU: 8 Memory: 8GB
Dynamic Resource Allocation
12xFaster to build 50k models
Dynamic vs Static Resource Allocation
Dynamic
Resource Allocation
Optimizes Costs
Lesson Learnt
How to prove scalability?
Challenge:
Elastic Compute
With Job Queues
Works Well
Lesson Learnt
How to fix the 0.03% failed jobs?
Challenge
Timing matters
Build latest
clusters
Upload
Clusters
Input
Ticket
Input
Ticket
Input
Ticket
Input
Ticket
Previous
Cluster
snapshots
ML Models (S3)
Clusters
info
Publish
clusters
Upload
Snapshot
Timing matters
Build latest
clusters
Upload
snapshots
Upload
clusters
Input
Ticket
Input
Ticket
Input
Ticket
Input
Ticket
Previous
Cluster
snapshots
ML Models (S3)
Clusters
info
Publish
clusters
Keep the ML Code
Idempotent
Lesson Learnt
Overcome out of memory errors
Challenge
Try It Till You Make It
AWS Batch SNS + SQS
Model
Building
Service
If job failed due to out of memory,
resubmit with higher memory limit
Trigger job
Job status
events
Be Prepared to
Handle Outlier
Memory Usage
Lesson Learnt
How to validate ML models?
Challenge
Model Performance Concerns
Tickets in the topic
not related to each
other
Incorrect grammar
of title
Topic title not
related to tickets
Cluster Quality Checks
Checks
Overlap between :
● title and keywords
● title and tickets
● tickets and the keywords
Always Build in
Automatic
Model Validation
Lesson Learnt
Balance model complexity vs system performance
Lessons Learnt
Select suitable instance types for jobs
Elastic compute with job queues works well
Dynamic resource allocation optimizes costs
Keep the ML code idempotent
Be prepared to handle outlier memory usage
Always build in automatic model validation
TM and © 2018 Zendesk Inc. All rights reserved.

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