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Real-World Predictive Applications

with Amazon Machine Learning

Guy Ernest, Solutions Architecture

@guyernest

Motivation for ML Modeling

E*BI

RTML

https://github.com/awslabs/machine-learning-samples/tree/master/social-media

Motivation For Listening To Social Media

Customer is reporting a possible service issue

Motivation For Listening To Social Media

Customer is making a feature request

Motivation For Listening To Social Media

Customer is angry or unhappy

Motivation For Social Media Listening

Customer is asking a question

Why Do We Need Machine Learning For This?

The social media stream is high-volume, and most of the

messages are not CS-actionable

Why Do We Need Machine Learning For This?

The social media stream is high-volume, and most of the

messages are not CS-actionable

Formulating The Problem

We would like to…

Find new tweets mentioning @awscloud, ingest and

analyze each one to predict whether an AWS customer

service agent should take a look at it, and if so, send that

tweet to the customer service queue

Formulating The Problem

We would like to…

Find new tweets mentioning @awscloud, ingest and

analyze each one to predict whether an AWS customer

service agent should take a look at it, and if so, send that

tweet to the customer service queue

Twitter API

Formulating The Problem

We would like to…

Find new tweets mentioning @awscloud, ingest and

analyze each one to predict whether an AWS customer

service agent should take a look at it, and if so, send that

tweet to the customer service queue

Twitter API Amazon

Kinesis

Formulating The Problem

We would like to…

Find new tweets mentioning @awscloud, ingest and

analyze each one to predict whether an AWS customer

service agent should take a look at it, and if so, send that

tweet to the customer service queue

Twitter API Amazon

Kinesis

AWS

Lambda

Formulating The Problem

We would like to…

Find new tweets mentioning @awscloud, ingest and

analyze each one to predict whether an AWS customer

service agent should take a look at it, and if so, send

that tweet to the customer service queue

Twitter API Amazon

Kinesis

AWS

Lambda

Amazon

Machine Learning

Formulating The Problem

We would like to…

Find new tweets mentioning @awscloud, ingest and

analyze each one to predict whether an AWS customer

service agent should take a look at it, and if so, send that

tweet to the customer service queue

Twitter API Amazon

Kinesis

AWS

Lambda

Amazon

Machine Learning

Amazon

SNS

Building Datasource and ML model with the console

Splitting to Training/Evalution

Console Interlude: Inspect Training Data

Console Interlude: Inspect Evaluation & Adjust

Console Interlude: Deploy Model To

Production

Reminder: Our Intended Data Pipeline

Twitter API Amazon

Kinesis

AWS

Lambda

Amazon

Machine Learning

Amazon

SNS

SNS Subscription to Amazon WorkMail

WorkMail Inbox

Tweet that needs a response

Generalizing To Additional Feedback Channels

Twitter API Amazon

Kinesis

AWS

Lambda

Model 1 Amazon

SNS

Model 2

Model 3