At Universe, we serve customers day and night and are always working to make sure they have a great experience, whether online or at one of our live events.

Our technology has to make that possible, and our legacy systems weren’t cutting it anymore. What we needed was a consistent, reliable infrastructure that would help our internal teams provide a fast and innovative ticket-buying experience to customers.

With our data well-managed, we could free up time for our developers to bring new web features to customers, like tailored add-ons at checkout.

Our team of about 20 software engineers needed more flexibility and agility in our infrastructure; we were using various data processing tools, and it wasn’t easy to share data across teams so that everyone saw the same information.

We also needed to incorporate streaming data into the data warehouse to ensure the consistency and integrity of data that’s read in a particular window of time from multiple sources. Our developer teams needed to be able to ship new features faster, and the data back ends were getting in the way.   

In addition, when GDPR regulations went into effect, we needed to make sure all our data was anonymized, and we couldn’t do that with our legacy tools.

Finding the right data tools for the job
To make sure our customers were getting a top-notch online experience, we had to make the right technology choices.

Our first step was to centralize multiple data sources and create a single data warehouse that could serve as the foundation for all of our reporting requirements, both internal and external.

The new technology infrastructure we built had to let us move and analyze data easily, so our teams could focus on using that data and insights to better serve our customers.

Previously, we had lots of siloed systems and applications running in AWS. We did a trial using Redshift, but we needed more flexibility than it offered in how we loaded historical data into our cloud data warehouse. Though we were using MongoDB Atlas for our transactional database, it was important to continue using SQL for querying data.  

The trial task that really sold us on BigQuery was when we wanted to alter a small table that had about 20 million rows, used for internal reporting.

We needed to add a value, but our PostgreSQL system wouldn’t allow it. Using Apache Beam, we set up a simple pipeline that moved data from the original source into BigQuery to see if we could add the column there.

BigQuery ingested the data and let us add the new value in seconds. That was a significant moment that led us to start looking at how we could build end-to-end solutions on Google Cloud. BigQuery gave us multiple options to load our historical data in batches and build powerful pipelines. 

We also explored Google Cloud’s migration tools and data pipeline options. Once we saw how Cloud Dataflow worked, with its Apache Beam back-end, we never looked back. Google Cloud provided us with the data tools we needed to build our data infrastructure. 

Cloud for data, and for users
Introducing new technologies isn’t always simple—companies sometimes avoid it altogether because it’s so hard. But our Google Cloud onboarding process has been easy. 

It took us less than two months to fully deploy our BigQuery data warehouse using the Cloud Dataflow-Apache Beam combination.

Moving to Google Cloud brought us a lot of technology advantages, but it’s also been hugely helpful for our internal users and customers. The data analytics capabilities that we’re now able to offer users has really impressed our internal teams, including developers and DevOps, even those who haven’t used this type of technology before.

Some internal clients are already entirely self-service. We’ve hosted frequent demos, and also hosted some “hack days,” where we share knowledge with our internal teams to show them what’s possible. 

We quickly found that BigQuery helped us solve scale and speed problems.

One of our main pain points had been adding upsell opportunities for customers during the checkout process. The legacy technology hadn’t allowed us to quickly reflect those changes in the data warehouse. With BigQuery, we’re able to do that, and devote fewer resources to making it happen. We’ve also eliminated the time we were spending tuning memory and availability, since BigQuery handles that. Database administration and tuning required specialized knowledge and experience and took up time. With BigQuery, we don’t have to worry about configuring that hardware and software. It just works.

We’ve also eliminated the time we were spending tuning memory and availability, since BigQuery handles that. Database administration and tuning required specialized knowledge and experience and took up time. With BigQuery, we don’t have to worry about configuring that hardware and software. It just works.

Two features in particular that we implemented using BigQuery have helped us improve the performance of our core transactional database. First, using Cloud Dataflow to convert raw MongoDB logs to structured rows under a BigQuery table, which we can then query using SQL to identify slow or underperforming queries. Second, we can now query multiple logging tables using wildcards, since we load Fastly logs to BigQuery. 

Along with MongoDB Atlas as our main transactional database, much of our infrastructure now runs as Google Cloud microservices using Google Kubernetes Engine (GKE), including the home page and our payment system. Kubernetes cron jobs power background scheduled jobs, and we also use Cloud Pub/Sub. Cloud Storage handles any data storage if any space constraints emerge. 

Our overall performance has increased by about 10x with BigQuery. Both our customers and internal clients, like our sales and finance teams, benefit from the new low-latency reporting. Reports that used to be weekly or monthly are now available in near-real time. It’s not only faster to read records, but faster to move the data, too.

We have Cloud Dataflow pipelines that write to multiple places, and the speed of moving and processing data is incredibly helpful. We stream in financial data using Cloud Dataflow in streaming mode, and plan to have different streaming pipelines as we grow. We have several batch pipelines that run every day. We can move terabytes of data without performance issues, and process more than 100,000 rows of data per second from the underlying database. It used to take us a month to move that volume of data into our data warehouse. With BigQuery, it takes two days.

We’re also enjoying how easy and productive these tools are. They make our life as software engineers easier, so we can focus on the problem at hand, not fighting with our tools. 

What’s next for Universe
Our team will continue to push even more into Google Cloud’s data platform. We have plans to explore Cloud Datastore next. We’re also moving our databases to PostgreSQL on GCP, using Cloud Dataflow and Beam. BigQuery’s machine learning tools may also come into play as Universe’s cloud journey evolves, so we can start doing predictive analytics based on our data. We’re looking forward to gaining even more speed and agility to meet our business goals and customer needs.    

Editor’s note: Prevision.io has built the first ever pay-as-you-go AI management platform that simplifies the machine learning project lifecycle while offering powerful analytics capabilities. Now available exclusively on Google Cloud Marketplace, users can experiment, build, deploy, and manage AI projects in the cloud in weeks—without having extensive data science knowledge.

Similar to the momentum that cloud technology has had in the business world, AI and machine learning are quickly becoming essential to the enterprise. 86% of companies now view AI as a “mainstream technology,” and corporate AI adoption rose 50% in 2021 from the year prior for initiatives such as service-operations optimization and product enhancement. But for companies that don’t fall into the Fortune 500, initiating AI projects can come with several challenges, ranging from one-size-fits-all subscription models to skills gaps and resource-heavy monitoring requirements.

My team of data scientists saw a real need for software that could democratize machine learning innovation by removing these common barriers. We knew that features like automation could make building and deploying AI much more doable for other data scientists, as well as citizen data scientists. So, we launched Prevision.io, a first-of-its-kind dedicated AI management platform built on Google Cloud and now available exclusively on Google Cloud Marketplace.

As a Google Cloud Partner Advantage Member, we knew the benefits of an elastic infrastructure, full integration with BigQuery, and access to a large library of complementary tools, such as Kubeflow on Google Cloud. As a result, it’s easier for our users to improve upon their robust AI projects.

Set up in minutes, deploy a machine learning model in weeks

Users can start building and deploying models in Prevision.io immediately after subscribing through Google Cloud Marketplace. Instead of taking weeks to onboard and months to launch a real-world model into production, Prevision.io’s intuitive interface and powerful predictive analytics capability makes it possible to set up in minutes–and have models up and running in three to four weeks. Since we believe in cost-efficient scaling, our platform operates on a pay-as-you-go model with no long-term contracts, licensing, or per-user fees.

Simply connect Prevision.io with your data–whether it exists in buckets or in an SQL data source like BigQuery. No matter your data source, set up is quick. There are even tutorials to help if you’re using APIs. Follow this tutorial for step-by-step set up details in Google Cloud.

Once historical data is imported, you can start applying your own models inside Prevision.io, or use Prevision.io to build a bespoke model. There’s more good news: expenditures on Prevision.io’s platform are applied toward customers’ Google Cloud spend commitments.

Full lifecycle AI project management made easy

By automating the complexity of AI project management with a no-code approach, businesses do not have to add more data scientists to their teams, risk data drift or outdated models, spend hundreds of thousands on unused software, or massively expand IT budgets. By connecting BigQuery or other datastores to Prevision.io, you can launch high-performing machine learning projects and manage them across the entire lifecycle. With Prevision.io you can:

• Experiment with iteration and optimization to get an effective model into production from the start. Track performance and compare versions to identify the most reliable model. Because there is no infrastructure to manage, users can focus only on the project and see ROI sooner.
• Automate training and prediction tasks to improve collaboration, reduce time-consuming manual operations, and boost results. Users can implement automation across the production pipeline with built-in features like AutoML and a scheduler for recurring tasks. Retrain automations and integrate custom code to keep processes aligned and relevant.
• Deploy scalable working models securely and reliably in one-click. Tailor deployments using REST APIs or as a component to generate batch predictions. Create dashboards to share with stakeholders, and swiftly update your model without worrying about service interruptions or breakages.
• Monitor infrastructure and model behavior to understand resource utilization and how data changes over time—without requiring more of IT. Put an end to endless maintenance meetings with reliable, real-time monitoring applications around drift, data in-and-out, and prediction distribution. If an issue arises, Prevision.io provides detailed alerts and analysis to understand the root of a problem.

Any business can benefit

Regardless of industry or department, we’ve seen Prevision.io help businesses solve some of their biggest challenges. Utilities companies are relying on better forecasts of the energy consumption (gas or electricity).. Transportation companies have deployed machine learning models that can inform logistical operations based on fluctuating supply and demand. Doing more with data not only improves what a business can offer their customers but can also yield significant savings. Here are a few real-life examples:

La Poste: delivery data saves the day
Global delivery company La Poste was having trouble meeting customers’ demand for speed and visibility, and inaccurate estimated arrival times for packages was costing them money. The team wanted to put its tracking and tracing data to work, and turned to Prevision.io to select technical metrics, set up personalized machine learning models for delivery rounds of all personnel, and speed up the iteration and training process. After deploying its model in four weeks, La Poste achieved an 89% accuracy rate for delivery times and saw a 10x improvement in IT infrastructure and operational costs. And of course, happier customers who keep coming back.

BPCE: machine learning helps us help our clients
An arm of BPCE Group, the second largest banking group in France, was feeling the effects of the pandemic’s impact on customers. It needed a more efficient way of determining who would need what type of help—and when–to reduce the number of customers entering the collections process. Using its wealth of data to create and deploy a machine learning model in Prevision.io, the firm was able to rapidly identify the most at-risk customers and better understand the root causes behind potential debt default—some of which are easily fixable. As a result, the firm has seen a fifteen-fold increase in the sums they have been able to recover, and decreased the number of collection cases by 50%.

Pharmaceutical company: marketing medicine with MLOps
The marketing department at a healthcare company serving pharmacies was able to reduce customer churn and improve growth by using Prevision.io to compute market segmentation based on anticipated customer revenue. This helped the company determine the best way to engage with each pharmacy—and when. Being able to make strategic decisions based on automated predictions and more targeted data saved the company $1.3M Euros in two fiscal quarters.

See how AI project management and MLOps made easy can transform your business. Access Prevision.io on Google Cloud Marketplace and take advantage of the 14-day free trial.

In the United Kingdom, the popularity of online grocery shopping is expected to surge from about 6% of the market today to 9% by 2021, according to market research firm Mintel. One of the pioneers of online-only grocery retailing is Ocado, based in Hatfield, Hertfordshire in the U.K. Since starting commercial deliveries in 2002, the company has grown to 600,000 active customers, 260,000 weekly orders, and £1.39 billion in annual revenue.

Ocado takes supermarket trips out of the equation by enabling shoppers to purchase items online through its convenient web and mobile applications. Items are then picked and packed in automated warehouses and shipped directly to customers in a one-hour time slot of their choosing. Ocado’s delivery punctuality is 95%, order accuracy is 99%, and its service footprint now reaches more than 70% of the U.K. population.

“Google Cloud Platform gives us the flexibility and performance to tackle the large and complex data challenges unique to our business.”

—Paul Clarke, Chief Technology Officer, Ocado

The company achieved its success by building in-house almost all the technology and automation that powers its end-to-end e-commerce, fulfillment, and logistics platform. Ocado also developed a new platform, the Ocado Smart Platform (OSP), which offers large brick-and-mortar grocery retailers around the world access to a best-in-class solution for online grocery.

Democratizing machine learning

The shopping journey for online grocery retailing differs significantly from other e-businesses. Customers often buy dozens of products at once, a single household may have multiple buyers using multiple devices, and product shelf life may only be a couple of days.

“We often say that having built an end-to-end platform that can do online grocery scalably and profitably, we can do other forms of online retail; but the reverse does not necessarily follow,” says Paul Clarke, Chief Technology Officer at Ocado. “Google Cloud Platform gives us the flexibility and performance to tackle the large and complex data challenges unique to our business.”

The Ocado business model takes advantage of consumers’ shifting preferences and the links between digital technology and shopping experiences.

“Google Cloud Machine Learning Engine gives us the agility we need. Our developers were able to try out TensorFlow and see firsthand the benefits of machine learning in the cloud.”

—Paul Clarke, Chief Technology Officer, Ocado

The company has been building machine learning into its systems for over five years. Until recently, Ocado machine learning applications required specialist data scientists, typically with PhDs in machine learning, who would build these solutions from the ground up. It also required the specialist who set up the system and costly on-premises infrastructure to train and run these systems.

However, working with Google as a private alpha testing site for Google Cloud Machine Learning Engine accelerated its adoption of artificial intelligence (AI).

“We’ve been talking about how the cloud could democratize AI for some time,” says Paul. “Google Cloud Machine Learning Engine gives us the agility we need. Our developers were able to try out TensorFlow and see firsthand the benefits of machine learning in the cloud.”

TensorFlow is an open source software library for machine learning developed by the Google Brain team. Ocado developers, engineers, and data scientists now use TensorFlow for many of their machine learning projects. They deploy the models they build on Google Cloud Machine Learning Engine, which lets them train models faster across servers, desktop computers, and mobile devices through a single application program interface (API). Additionally, Google Cloud Machine Learning Engine integrates easily with the other Google Cloud Platform products used widely at Ocado.

What do customers really want?

One of the first TensorFlow models Ocado created was a machine learning algorithm that tags and categorizes customer emails and then prioritizes them for response.

The contact center receives thousands of emails each day and Ocado wanted to automate determining which ones needed to be answered immediately and which ones could wait.

For example, a first-time customer expressing their delight in using Ocado doesn’t need to be responded to with the same urgency as a customer who is missing an item from their order or who won’t be home to receive the delivery.

“Enabling agents to respond without having to sort through less-urgent emails improves Ocado’s responsiveness and customer service.”

—James Donkin, General Manager, Ocado

“We get a lot of emails from customers saying, ‘Our service was great,’ or ‘The driver was very courteous,'” says James Donkin, General Manager, Ocado. “But when issues like weather or road conditions potentially affect delivery, we often get surges of urgent questions. Enabling agents to respond without having to sort through less-urgent emails improves Ocado’s responsiveness and customer service.”

Using Google Cloud Machine Learning Engine, TensorFlow, and a large data set culled from several years’ worth of manually categorized customer emails, Ocado experimented on which kind of neural network architecture would best prioritize emails. After testing its models, Ocado implemented the highest-performing one and has been able to respond to urgent messages four times faster. The company also discovered that 7% of its emails don’t require a response at all, which means call center representatives now have more time to devote to higher priority messages.

“Without Google Cloud Machine Learning Engine, it would have been a lot harder to succeed on a project like email classification,” says Roland Plaszowski, who has recently managed several big data projects and initiatives at Ocado.

“Even if we invested significantly in infrastructure, it would be difficult to manage because of the computational intensity. It’s challenging and expensive to run machine learning projects at the same time without infrastructure that you can scale easily.”

Ocado also uses machine learning to predict customer behavior and improve experiences. By analyzing order data, Ocado makes shopping as frictionless as possible. For example, the ordering system can pre-populate customers’ shopping carts with items they are most likely to purchase, remind customers about items they may have forgotten, and notify them of multi-buy offers they haven’t completed, for example, only buying one of a buy one, get one free offer. Based on machine learning from previous purchase data, the Ocado system can also offer new products that are likely to delight customers.

“You will regularly see items that are more personally relevant to you instead of items that are being promoted more generally,” says James. “I’m a vegetarian, so I’m offered specials for vegetarian products that I normally buy and new ones that I’ve never bought. I’m also less likely to see things that I’m not interested in.”

Machines and machine learning

Within the Internet of Things (IoT), Ocado is looking to enhance its warehouse robots with machine learning. An integral part of the OSP, thousands of robots continually stream data into Google Cloud Storage and Google BigQuery.

Ocado data scientists apply machine learning to create a type of swarm intelligence that enables warehouse robots to work cooperatively to achieve a common goal. Projects include modules to search robot telemetry data, such as whether a battery pack is operating within standard tolerances or whether firmware has been successfully loaded, and use it to optimize maintenance schedules or detect patterns in wear and tear.

“Another challenge we’re looking at is how to embed machine learning directly into robots so they become smarter in terms of self-testing, exception handling, and error recovery,” says Paul. “This is a challenging combination of IoT, data analytics, and machine learning that we believe Google BigQuery and Google Cloud Machine Learning are particularly well suited to helping Ocado achieve.”

Scaling for new business

Scalability is also a major reason behind some of Ocado’s cloud initiatives, including the migration of all its on-premises data to the cloud. Ocado wanted to improve customer experiences, empower business teams with greater insight, and reduce IT overhead, so it consolidated onto Google Cloud Platform.

“The old databases just weren’t fast enough,” says Paul. “We needed a solution that could scale with the amount of data we generate and how we use it. Google Cloud Storage and Google BigQuery now provide the backbone, from a data point of view, for the Ocado Smart Platform.”

Ocado estimates its business, product, and transaction data is approaching two petabytes. Combining customer and supply chain data helps both internal Ocado operations and the company’s ambitions to commercialize OSP.

“When compared with other options for expansion internationally, selling OSP as a managed service lets us turn companies that could have been competitors into customers,” says Paul. “We want to build OSP once and then turn it on for multiple business-to-business customers.”

Each time Ocado adds a new hosting customer to OSP, it will launch a customized instance to fit that customer’s requirements. The capacity and performance of each new OSP instance must be able to scale quickly as the backend platform for established retailers with large numbers of products, customers, and transactions.

Ocado’s first OSP customer, Morrisons, is already benefiting from this first-of-a kind solution. Morrisons is one of the UK’s four largest supermarkets and uses OSP to power its online retail business. Using Google Cloud Platform, Ocado has stored, processed, and analyzed terabytes of Morrisons’ data using a dedicated data lake and Google BigQuery.

In addition to using Google Cloud Platform for OSP, Ocado also adopted it for its own online grocery retail business operation. Ocado originally used the Apache Spark and Apache Hadoop open-source frameworks on Google Compute Engine for its data platform. Moving to Google BigQuery frees Ocado business analysts from the complex query setup and workflows associated with Spark and Hadoop. Plus, it lets Ocado share data analytics with suppliers and partners.

Google BigQuery is well integrated with TensorFlow on Google Cloud Machine Learning Engine and Google Cloud Dataproc, the Apache Spark and Apache Hadoop service that lets Ocado use open source data tools for batch processing, querying, streaming, and machine learning. Google Cloud Dataflow and Google Cloud Dataproc handle cluster management, and provide an easy-to-use framework so developers can spend less time and money on administration and more time on delivering valuable business features.

Switching from Hadoop to Google BigQuery revealed a series of cost and performance improvements. For example, Ocado no longer needed to decide how many instances to bring up in a cluster or wait for the instances to spin up. Google handled everything.

“We simply ran our queries and paid for the resources that we use,” adds Roland. “One big win with Google BigQuery is we don’t have to do maintenance. Best of all, we saw Google BigQuery outperform our Hadoop cluster by over 80 times on our largest dataset, and for only two-thirds the cost.”

Dr. Elliot Smith cannot be accused of lacking ambition. A high achiever with a Ph.D. in Electrical Engineering and a specialist in magnetic resonance imaging (MRI) systems, Smith aims to deliver top quality healthcare to anyone in the world — regardless of their location or wealth.

Dr. Smith has already made strides on this journey with his Brisbane, Queensland-headquartered business, Maxwell MRI. “I saw there was a big gap in the market around automating the diagnosis of health conditions,” he says. “Existing processes were typically manual and involved a lot of people.”

Artificial intelligence (AI) and machine learning can remove a key obstacle to scaling out medicine and improve the efficiency and accuracy of diagnosing conditions, the healthcare entrepreneur believes.

“Our grand vision is to build an AI doctor that anyone can receive affordable support from and connect to in order to obtain results,” explains Dr. Smith.

Maxwell MRI presently enables clinicians to submit anonymised MRI scans to a machine learning enabled AI platform to help diagnose prostate cancer. The service is sold to clinicians who can then charge a per-session fee to clients. As well as obtaining results for individual cases, the MRI scans and associated information is used to ‘train’ the platform to deliver accurate diagnoses faster and in a more affordable way than existing systems do.

Dr. Smith and his team started by running a number of functions and processes on a single server with graphics processing units (GPUs) and sizable hard disk capacity. However, this infrastructure could not scale to support the planned growth of the business. Each case Maxwell MRI processes involves about 200MB of data in MRI scans alone. Once supplementary data, blood test result, pathology results and genetic information is included, this load can reach more than 1GB of data per patient.

The business aimed to process 150,000 cases by the end of 2018. This required a service that could deliver massive scale in data storage and compute, and could easily be accessed from any location. “We wanted to move from three GPUs to 30 GPUs without having to buy more servers or other associated equipment, so the cloud was the natural next step,” says Dr. Smith.

Maxwell MRI evaluated Google Cloud Platform (GCP) and determined that the managed services component of GCP would remove the burden of infrastructure deployment and administration. In addition, Google Cloud Machine Learning Engine would enable the business to scale to as many GPUs as needed to meet demand.

Maxwell MRI started with some small experiments to determine that GCP met all its requirements and completed its migration to the platform in February 2017. “We really started to scale up the data we had and consequently our computing requirements at that time,” Dr. Smith says.

The Maxwell MRI platform features an upload service that enables clinicians to upload imaging and associated data. This service triggers several different upload pipelines that clean and standardise data. They then write imaging data to Google Cloud Storage, and more structured data to a combination of Google Cloud Datastore and Google Cloud Spanner.

The platform then converts the information into records that can be used to ‘train’ new machine learning configurations or run evaluations through existing machine learning pipelines.

“The tasks we perform including segmenting various anatomical regions for analysis and sending those results back into Google Cloud Storage,” says Dr. Smith. “This then commences that repeated process of running Google Cloud Dataflow pipelines and machine learning algorithms, and presenting those outcomes back to the clinicians.”

Existing Literature Validated

The data processed and analysed to date has, Dr Smith says, enabled Maxwell MRI to help validate existing literature that indicates clinicians lack confidence in existing early-stage testing procedures for prostate cancer. This prompts them to move quickly to the biopsy stage to assure themselves their diagnosis is valid. “New technologies have a lot of potential to rectify this situation and guide treatment to be more accurate, specific and cost-effective,” he says.

Results Delivered in 10-15 Minutes

More specifically, using GCP has enabled Maxwell MRI to guarantee to clinicians that results will be delivered within minutes. “Clinicians are used to getting results back in two days to a week,” says Dr. Smith. “We’re saying that with our platform running on GCP we’ll deliver you results in 10 to 15 minutes, regardless of the number of patients coming in.”

Running on GCP has enabled the business to accelerate its development cycles, test new ideas easily on a subset of data, test in parallel and deliver new services considerably faster than in another environment. In addition, the flexible GCP charging model aligned with the ability to scale compute capabilities quickly and easily has enabled the fledgling business to control its costs.

Google technologies are poised to play an integral role in the business’s future. “With Google available, it doesn’t make sense for us to use our own infrastructure,” Dr. Smith says. “Our expertise in AI, machine learning and clinical engagement complements cloud platform specialties of infrastructure, managed services and ease of use. We see a bright future ahead in helping to transform healthcare globally.”