阿里客服平台演进之路 The evolution road of Alibaba customer service platform

周凯 Kevin Zhou

阿里巴巴集团 阿里巴巴高级技术专家

Joined Alibaba group in 2015. As a lead architect of Customer Experience Driven Innovation Center (CXDC) which is a new R&D center leading by Alibaba Founder-DAI Shan, Zhou works on web projects and innovation toolset creation driven by big data for 10+ million merchants to improve their service experience of in Alibaba, including Taobao/Tmall/1688, etc., to promote and run Alibaba marketing regulations, Tmall item quality management.
Before Joined Alibaba, Zhou worked in IBM China Development Lab (CDL) for 7 years, leading and managing CDL Java Technology Center team to work on IBM JDK 8 and Open JDK 9 development projects. Response for open source project, named as Apache Harmony (become an Apache committer with dedicated and continuous involvement and contribution to Harmony project).

作为全球最大的电商平台,阿里巴巴面对的是逾 4 亿的活跃消费者、上千万的活跃商家、几千种阿里自有产品和业务,以及每天上千万笔的交易。阿里客服平台的定位是客服与客户(买家、卖家)之间的沟通工具。本文从时间角度逐步介绍这个阿里客服平台的架构和技术演进过程,通过微服务架构的引入,我们重构之前庞大的个别单体应用。通过大数据技术和统计模型、机器学习算法等智能技术手段构建全新的服务系统,极大的扩展了我们平台的服务吞吐能力。
议题包括:
阿里客服平台发展演进和发展
阿里客服平台基于微服务架构下的重构
大数据驱动和智能驱动产品/业务变革

1. 本場次為中文