2021 was the Momentum for Contact Center AI!

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2021 has been a high-stakes year for call centers, with many organizations forced to rapidly scale up their call center operations in response to ongoing pandemic disruptions. We’re proud that 2021 has also been an amazing year for Google Cloud’s Contact Center AI (CCAI), which has helped our customers adapt and thrive, despite the challenging conditions.
Beginning in January, we launched Dialogflow CX in GA. Agent Assist preview was released in May. Most recently, CCAI Insights GA was announced at Google Cloud NEXT in October. During NEXT, we shared lots of great content on how you can use CCAI to improve your customer experience with these breakout sessions:
- Using CCAI Insights to Better Understand Your Customers
- Customer Impact with Conversational AI
- Drive Results by Transforming the Customer Experience with AI-Powered Business Messages
But don’t just take our word for it. We also got a chance to hear how some companies are using CCAI to better reach their own customers, including The Home Depot, TELUS, and Love Holidays. We partnered with CDW to discuss transforming the contact center with AI and with Quantiphi on how to migrate from Dialogflow EX to CX. Our integration with Looker Block also makes CCAI Insights even more powerful by visualizing contact center metrics. Over the summer, we hosted a Dialogflow CX competition with more than 1,100 participants. Just last month, we showed how we’ve enabled businesses to use AI in their interactions using Google Business Messages. Looking to the future, we talked about the future in our article,“Reimagining your Customer Experience with Conversational AI.”
Amwell, a U.S.-based telehealth company that is launching CCAI, including the recently launched CCAI Insights, is among the enterprises harnessing AI to transform its call centers. “With Contact Center AI, we aim to digitize our support for improved operational efficiency and elevated analytics capabilities, while enhancing the customer experience for patients, providers, and staff,” says Paul Johnson, SVP Client Services at Amwell. “Contact Center AI Insights will allow Amwell to better understand why our platform users are reaching out to support and how they feel about the overall experience – valuable insights for our support organization.”
As we recap the momentum of CCAI for 2021, it’s also a good time to review exactly how CCAI works.
What is CCAI?
As the volume of customer calls increases, it’s becoming even more important to make the most of human agents’ time to lower costs and improve customer experiences. CCAI enables you to do just that: it frees human agents to concentrate on more complex calls by providing them with real-time information to better handle those calls.
Single source of intelligence: Contact Center AI provides a consistent, high-quality conversational experience across all channels and platforms, both human and virtual. Because the “brains” of CCAI are centralized in the cloud, you can apply consistent intelligence across every application in the customer journey.
Ability to go off-script: Huge cost savings can be realized by having a virtual agent handle voice calls. This is easier said than done, however, because conversations rarely are completely linear; instead, they meander from topic to topic, which is difficult to handle programmatically in a fixed-path Interactive Voice Response (IVR) system.
Contact Center AI has the ability to go “off script” — to let callers go down tangents or side paths to the main conversation, while still tracking towards the main objective of the call. With CCAI, your virtual agents can answer complex questions and complete complicated tasks, including allowing for unexpected stops and starts, unusual word choices, or implied meanings. Developers can define supplemental questions, and CCAI can easily retain the context, answer the supplemental question, and come back to the main flow.
Versatile fulfillment: CCAI has the ability to handle multiple use cases for the customer with the same virtual agent, which enables you to fully automate routine tasks and deflect calls. The same virtual agent can take a payment, update information like a phone number, give a customer information on their balance, and process information for other tasks, all within the same conversational flow.

How does CCAI work?
CCAI has three key components:
- Conversation Core: This is the central AI brain that underpins CCAI and its ability to understand, talk, and interact. It enables and orchestrates high-quality conversational experiences at scale making it possible for customers to have conversations with a virtual agent that are as good as conversations with a human agent.
- Understand – Speech-to-text speech recognition understands what customers are saying regardless of how they phrase things, what vocabulary they use, what accent they have, and so on.
- Talk – Text-to-speech enables virtual agents to respond to customers in a natural, human-like manner that pushes the conversation along, rather than frustrate them.
- Interact – Dialogflow identifies customer intent and determines the appropriate next step. You can build conversational flows in a point-and-click interface, and generate automated ML models for human-like conversational experiences.
- Virtual agents with Dialogflow: This component automates interactions with customers, using natural conversation to identify and address their issues. Virtual agents enable customers to get immediate help anytime, day or night. Agent Assist: This component brings AI to human agents to increase the quality of their work, while decreasing their average handling time. Agent Assist shares initial context and provides real-time, turn-by-turn guidance to coach agents through business processes, as well as full call transcriptions that agents can edit and file quickly.
- CCAI Insights: CCAI Insights aids your contact center management team in making better data driven decisions for their business by breaking down conversations using natural language processing and machine learning. Having this information allows your business to reduce manual analysis and focus on decision making like which conversations need your attention, where to deploy virtual agent automation to have the biggest impact and how to address your customer needs.
How does CCAI create experiences for agents and customers?
When a user initiates a chat or voice call and the contact center provider connects them with CCAI, a virtual agent engages with the user, understands their intent, and fulfills the request by connecting to the backend. If necessary, the call can be handed off to a human agent, who sees the transcript of the interaction with the virtual agent, gets feedback from the knowledge base to respond to queries in real time, and receives a summary of the call at the end. Insights help you understand what happened during the virtual agent and live agent sessions. The result is improved customer experiences and CSAT scores, lower agent handling times, and more time for human agents to spend on more complicated customer issues.
And there you have it: a quick overview of CCAI and its progress in 2021. For more details, check out the documentation or our CCAI solutions page.https://www.youtube.com/embed/6_Gilug2QYw?enablejsapi=1&
For more #GCPSketchnote, follow the GitHub repo. For similar cloud content follow me on Twitter @pvergadia and keep an eye out on thecloudgirl.dev.
S4 Agtech Transforms Agriculture with Google Cloud

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Like countless other industries, farming is going digital and undergoing big changes—driven by access to more actionable information. The agriculture business can now gather and analyze georeferenced data from satellites, combined with data from IoT sensors in fields, crop rotation and yield histories, weather patterns, seed genotypes and soil composition to help increase the quantity and quality of crops.
This is essential for businesses in the agriculture industry, but it’s also critical to address growing food shortages around the world.
At S4, we create technology to de-risk crop production. We provide customers seeking agricultural risk management solutions with the tools to make better, data-driven decisions for their crop planning, based on machine learning and proprietary algorithms.
We interpret plant evolution on a global scale with predictive modeling and analytics, and offer super-efficient risk-transferring solutions. Our multi-cloud platform includes a petabyte-scale database, an open source stack, and—after 50 proof-of-concept evaluations—BigQuery for our data warehouse and the Cloud SQL database service to handle OLTP queries to our PostgreSQL database.
These PoCs included, among others, Microsoft Azure Data Lake Analytics, IBM Netezza, Postgres/PostGIS running on IBM bare-metal servers with SATA SSDs and on Google’s Compute Engine with NVMe disks, and on-premises memSQL, CitusData and Yandex ClickHouse.
Weeding out risk in an uncertain market
According to recent research, climate extreme events like drought, heat waves, and heavy precipitation are responsible for 18-43% of global variation in crop yields for maize, spring wheat, rice, and soybeans. This is a clear trend for other crops as well. Such variation poses risks of food shortages as well as large financial risks to farmers, insurers, and regions dependent on successful crop yields. Also, it creates vast humanitarian difficulties.
Our mission at S4 is to help de-risk crop production by matching the right data with analytics tools so farmers and other participants in the agricultural value chain can plan better, resulting in more reliable food supplies.
In a nutshell, we create indices out of biological assets. These indices measure yield losses on crops that are caused by the effects of weather and other factors, which are then used as underlying assets for products, such as swap/derivative contracts and parametric insurance policies, to transfer risk to the financial markets.
We enable insurers and lenders to buy and sell agricultural risks through the futures market. Also, our other products help farmers and seed and fertilizer companies provide customized genotype recommendations and fertilization requirements. This helps to optimize planting by geography, resources, and crop species, monitor phenological, pests and humidity evolution throughout the crop season, and estimate yields.
Local communities benefit from S4’s technology, as the ability to manage weather risks allows farmers to stabilize their cash flows, invest more to produce more with fewer risks, and develop in a more sustainable manner.
Growing data sources, reducing costs, accelerating performance
With the volume of diverse data sources and analytical complexity both growing at a very fast pace, we decided that using a major cloud services provider with a broad roadmap and global partnerships would be beneficial to S4’s future evolution.
At the same time, we wanted to bring our services to users faster and cut costs by consolidating our on-premises technology stack. When we started evaluating providers, our leading criteria included a powerful geospatial database and data analytics tools along with excellent support, all at a competitive price. GCP prevailed in nearly all criteria categories among the 50 companies we measured.
Our previous platform architecture included a hybrid relational database that used Compute Engine for virtual machines and Cloud Storage for database backup. The RDBMS was slow. Maintaining our own data warehouse was complex and expensive.
We wanted to use machine learning and neural networks, but couldn’t do so easily and affordably. The complexity of that system meant that products or services requiring small changes or additions to the data model translated to expensive expansions of infrastructure or project time.
Also, agronomical or product teams couldn’t test these changes by themselves, always requiring the intervention on no small part of the IT team, which led to further delays.
We added GCP services like BigQuery as S4’s cloud data warehouse and use BigQuery GIS for geospatial analysis, Cloud Dataflow for simplified stream and batch data processing, and Cloud SQL for queries to the S4 database platform, which have all made a huge impact on our services and bottom line.
Database and analytics costs have decreased by 40% and customers are receiving our analytical results 25% faster. In addition, we’ve eliminated the time-consuming downloading of images, reducing storage and processing costs by 80%, because we no longer need expensive tools licenses, and have greatly reduced classification processing times.
Our customers working in the agriculture industry are also benefiting from this infrastructure change. They are now able to speed up their data analytics using our GCP-based platform.
“S4 products and technologies unlock the full potential of satellite imagery for crop prescriptions, monitoring and yield estimates,” says Nicolás Loria, Manager of Marketing Services, Southern Cone, Corteva Agriscience.
“We’ve worked with S4 for the last three (and starting year number four) crop seasons as its team capabilities, data integration capacities, and analytics insights have allowed Corteva to perform an entire new solution. Thanks to S4’s customized 360° approach, fast response and delivery times, we have safely outsourced our remote crop analytic technical needs.”
Also, this new architecture has allowed us to scale our models and databases with almost no limits, at a fraction of the cost vs. the previous models.
We’ve saved a lot of time on executing processes and reduced work needed by our internal teams to do certain tasks, like preparing images, converting them, validating results, and more. Using Google Earth Engine has decreased the execution time of daily tasks anywhere from 50% to 90% of the previous time, going from an average time of 30 minutes to between four and 15 minutes, depending on the task.
In addition to saving money and time, we are able to focus on innovation with the GCP performance and features we’re using. We’re able to seamlessly add satellite data to analytics using both public datasets and our own private data, and deliver GIS data management, analytics, crop classification and monitoring in real time.
We can do semi-automatic crop classification and classification using spectral signatures with Google Earth Engine. Later this year, we’ll be using neural networks for pattern recognition and machine learning in new applications to improve crop yields and fine-tune risk models. And using GCP and Google Earth Engine infrastructure means we can run models for customers in South America and around the world, since Google Earth Engine has global satellite imagery available.
We’ve heard from our customer Indigo Argentina that they’re able to bring customers data insights faster.
“We are working with S4 in the development of two different applications for satellite crop monitoring and yield assessment,” says Carlos Becco, CEO, Indigo Argentina. “S4’s technology allowed us to manage and analyze multiple sources and layers of information in real time, letting us uncover valuable insights in Indigo’s own microbiome technologies, and at a very competitive cost.”
Analytical products and app development thrive with GCP
With GCP, we are updating and improving algorithms that we built manually with machine learning processes to develop drought indices for upcoming crop seasons. Algorithms can recognize specific phases of crop phenology (e.g., bud burst, flowering, fruiting, leaf fall) and correlate them with photosynthetic activity, light, water, temperature, radiation, and plant genetics factors. Other analytical products like crop monitoring, pre-planting recommendations, financial scoring, and yield estimation can now do a lot more for users by offering multiple layers and datasets, faster image processing, and real-time access via APIs.
We also replaced our bare-metal S4 app deployment with the App Engine serverless application platform. It provides tighter integration between the S4 platform and our BigQuery data warehouse for integration with marketplaces and third-party solutions.
We get all of these Google Cloud features with all the benefits of managed cloud services, from multiversioning and security to automatic backups and high availability.
At S4, we trust technology to decode plant growth and help protect farmers and their communities from climate change. With growing food shortages due to increasing populations and intensifying weather, data and analytics can have a huge impact in lowering financial risks and improving agricultural yields. It’s one sector where cloud, database, analytics, and other technologies are combining to improve business outcomes and affect the lives of billions of people. Learn more about S4’s work and learn more about data analytics on Google Cloud.
Simplify Cloud Development with Duet AI on Google Cloud

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Cloud developers — you’ve got it all. You can code in your choice of languages, enjoy portability with containers, minimize complexity with serverless, and manage the entire software lifecycle by following DevOps principles. But let’s face it, building and onboarding new cloud applications still requires a lot of manual planning, synthesis, and, yes, hard work. You need to research and plan your deployment, create a workable, secure architecture, and of course, you need to write the actual code,
For the last several decades, the cloud has been primarily a “do it yourself” model with volumes of options that have made development more complicated. The cloud went from overwhelmingly exciting to…. a bit overwhelming.
What if we all could bring that excitement back? What if you had some help that was available whenever and wherever you needed it?
Say hello to Duet AI for Google Cloud
Powered by Google’s state-of-the-art generative-AI foundation models, Duet AI for Google Cloud is an always-on AI collaborator that provides help to users of all skill levels where they need it. With Duet AI, we’re on a mission to deliver a new cloud experience that’s personalized and intent-driven, and can deeply understand your environment to assist you in building secure, scalable applications, while providing expert guidance.
As we evolve Google Cloud with Duet AI, we are looking to build a cloud platform that is more human-centric, holistic, and helpful, with responsible AI at the center of the experience:
- Human-centric: With Duet AI, we are making Google Cloud more accessible and personal to any type of user at any skill level by providing them with support whenever they need it, from code recommendations for developers, to prompt-based data insights for data engineers, to chat-based app creation for business users.
- Holistic: With generative AI at the center of the cloud experience, cloud development can be more cohesive, with fewer silos across functions, services, and tech stacks, providing a holistic picture in the format you want, wherever you are in Google Cloud.
- Helpful: To deliver smarter, contextual recommendations for building and operating apps with Google Cloud, we pre-trained Codey, one of the foundation models that powers Duet AI, with Google Cloud-specific content like documentation and sample code, and fine-tuned it based on Google Cloud user behaviors and patterns.
- Responsible: Our AI Principles set out our commitment to developing technology responsibly. Your code and recommendations will not be reused for any model learning and development. This helps ensure the privacy of your data and code, and also the integrity of the knowledge space from which our AI models are trained.
New capabilities available in Duet AI for Google Cloud
Here are some of the new capabilities available to get us started on our mission to deliver a new personalized and intent-driven cloud experience:
- Code assistance provides AI-driven code assistance for cloud users such as application developers and data engineers. It gives code recommendations as they type in real time, generates full functions and code blocks, and identifies vulnerabilities and errors in the code, while suggesting fixes.

Code assistance auto-generates code for creating a Google Cloud Storage bucket
Code assistance will be available through multiple products and services across Google Cloud, such as in Cloud Workstations, our fully-managed secure development environment, and other code-editing experiences in the Google Cloud Console. Developers will also find code assistance in Cloud Shell Editor or via our Cloud Code IDE extensions for VSCode and JetBrains IDEs. It supports multiple languages including Go, Java, Javascript, Python, and SQL.
- Chat assistance allows people to use simple natural language to get answers on specific development or cloud-related questions. Users can engage with chat assistance to get real-time guidance on various topics, such as how to use certain cloud services or functions, or get detailed implementation plans for their cloud projects. It can also provide architectural or coding best practices, helping to reduce the need to go searching for relevant documents.

Use chat assistance to get the detailed steps for deploying an app on Cloud Run
Chat assistance will also be available across multiple Google Cloud surface areas, for example IDEs, the Cloud Console, and through products and services. Whether you’re a developer, operator, data engineer, or security professional, you’ll be able to leverage chat assistance to help get more work done faster.
Looking to optimize these features further for developers specialized in one particular area? With Generative AI support in Vertex AI, enterprises can fine-tune Codey using their own code base. They can consume these customized Codey models directly from Vertex AI today, and later this year, they will be able to connect it to the built-in Duet AI experience. And don’t worry, if you choose to train Codey with your code, your private data is kept private, and not used in the broader foundation model training corpus. You will have transparency and control over where data is stored and how or if it is used.
- Duet AI for AppSheet will let users create intelligent business applications, connect their data, and build workflows into Google Workspace via natural language. With no coding required, users will be able to build apps by describing their needs in a chat guided by AI-powered prompts. This makes app creation accessible to more users, which can allow developer teams to focus their time on other high-impact work.

Create business applications with Duet AI for AppSheet using natural language
Experiment with Duet AI for Google Cloud today
We believe that having an assistant who is constantly evolving by your side will not only reduce an already overwhelmed developer’s workload, but also bring back the excitement of cloud development. With Duet AI, you can navigate the cloud with more confidence, ease, and — dare we say it — fun.
And this is just the beginning. The future of the cloud experience that we are shaping with Duet AI is full of possibilities. We believe the future of developer productivity is more targeted personalized assistance. Check here to see our vision for Duet AI for Google Cloud – the redefinition of productivity in the workplace through unique end-to-end AI assisted technologies.
These early features of Duet AI for Google Cloud are available today for limited users and we will be expanding access very soon. Sign up here to join Google Cloud’s AI Trusted Tester Program.
Predict Protein Structures with AlphaFold on Vertex AI

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Today, to accelerate research in the bio-pharma space, from the creation of treatments for diseases to the production of new synthetic biomaterials, we are announcing a new Vertex AI solution that demonstrates how to use Vertex AI Pipelines to run DeepMind’s AlphaFold protein structure predictions at scale.
Once a protein’s structure is determined and its role within the cell is understood, scientists can develop drugs that can modulate the protein function based on its role in the cell. DeepMind, an AI research organization within Alphabet, created the AlphaFold system to advance this area of research by helping data scientists and other researchers to accurately predict protein geometries at scale.
In 2020, in the Critical Assessment of Techniques for Protein Structure Prediction (CASP14) experiment, DeepMind presented a version of AlphaFold that predicted protein structures so accurately, experts declared the “protein-folding problem” solved. The next year, DeepMind open sourced the AlphaFold 2.0 system. Soon after, Google Cloud released a solution that integrated AlphaFold with Vertex AI Workbench to facilitate interactive experimentation. This made it easier for many data scientists to efficiently work with AlphaFold, and today’s announcement builds on that foundation.
Last week, AlphaFold took another significant step forward when DeepMind, in partnership with the European Bioinformatics Institute (EMBL-EBI), released predicted structures for nearly all cataloged proteins known to science. This release expands the AlphaFold database from nearly 1 million structures to over 200 million structures—and potentially increases our understanding of biology to a profound degree. Between this continued growth in the AlphaFold database and the efficiency of Vertex AI, we look forward to the discoveries researchers around the world will make.
In this article, we’ll explain how you can start experimenting with this solution, and we’ll also survey its benefits, which include offering lower costs through optimized selection of hardware, reproducibility through experiment tracking, lineage and metadata management, and faster run time through parallelization.
Background for running AlphaFold on Vertex AI
Generating a protein structure prediction is a computationally intensive task. It requires significant CPU and ML accelerator resources and can take hours or even days to compute. Running inference workflows at scale can be challenging—these challenges include optimizing inference elapsed time, optimizing hardware resource utilization, and managing experiments.Our new Vertex AI solution is meant to address these challenges.
To better understand how the solution addresses these challenges, let’s review the AlphaFold inference workflow:
- Feature preprocessing. You use the input protein sequence (in the FASTA format) to search through genetic sequences across organisms and protein template databases using common open source tools. These tools include JackHMMER with MGnify and UniRef90, HHBlits with Uniclust30 and BFD, and HHSearch with PDB70. The outputs of the search (which consist of multiple sequence alignments (MSAs) and structural templates) and the input sequences are processed as inputs to an inference model. You can run the feature preprocessing steps only on a CPU platform. If you’re using full-size databases, the process can take a few hours to complete.
- Model inference. The AlphaFold structure prediction system includes a set of pretrained models, including models for predicting monomer structures, models for predicting multimer structures, and models that have been fine-tuned for CASP. At inference time, you independently run the five models of a given type (such as monomer models) on the same set of inputs. By default, one prediction is generated per model when folding monomer models, and five predictions are generated per model when folding multimers. This step of the inference workflow is computationally very intensive and requires GPU or TPU acceleration.
- (Optional) Structure relaxation. In order to resolve any structural violations and clashes that are in the structure returned by the inference models, you can perform a structure relaxation step. In the AlphaFold system, you use the OpenMM molecular mechanics simulation package to perform a restrained energy minimization procedure. Relaxation is also very computationally intensive, and although you can run the step on a CPU-only platform, you can also accelerate the process by using GPUs.
The Vertex AI solution
The AlphaFold batch inference with the Vertex AI solution lets you efficiently run AlphaFold inference at scale by focusing on the following optimizations:
- Optimizing inference workflow by parallelizing independent steps.
- Optimizing hardware utilization (and as a result, costs) by running each step on the optimal hardware platform. As part of this optimization, the solution automatically provisions and deprovisions the compute resources required for a step.
- Describing a robust and flexible experiment tracking approach that simplifies the process of running and analyzing hundreds of concurrent inference workflows.
The following diagram shows the architecture of the solution.

The solution encompasses the following:
A strategy for managing genetic databases. The solution includes high-performance, fully managed file storage. In this solution, Cloud Filestore is used to manage multiple versions of the databases and to provide high throughput and low-latency access.
An orchestrator to parallelize, orchestrate, and efficiently run steps in the workflow. Predictions, relaxations, and some feature engineering can be parallelized. In this solution, Vertex AI Pipelines is used as the orchestrator and runtime execution engine for the workflow steps.
Optimized hardware platform selection for each step. The prediction and relaxation steps run on GPUs, and feature engineering runs on CPUs. The prediction and relaxation steps can use multi-GPU node configurations. This is especially important for the prediction step because the memory usage is approximately quadratic with the number of residues. Therefore, predicting a large protein structure can exceed the memory of a single GPU device.
Metadata and artifact management. The solution includes management for running and analyzing experiments at scale. In this solution, Vertex AI Metadata is used to manage metadata and artifacts.
The basis of the solution is a set of reusable Vertex AI Pipelines components that encapsulate core steps in the AlphaFold inference workflow: feature preprocessing, prediction, and relaxation. In addition to those components, there are auxiliary components that break down the feature engineering step into tools, and helper components that aid in the organization and orchestration of the workflow.
The solution includes two sample pipelines: the universal pipeline and a monomer pipeline. The universal pipeline mirrors the settings and functionality of the inference script in the AlphaFold Github repository. It tracks elapsed time and optimizes compute resources utilization. The monomer pipeline further optimizes the workflow by making feature engineering more efficient. You can customize the pipeline by plugging in your own databases.
Next steps
To learn more and to try out this solution, check our GitHub repository, which contains the components and universal and monomer pipelines. The artifacts in the repository are designed so that you can customize them. In addition, you can integrate this solution into your upstream and downstream workflows for further analysis. To learn more about Vertex AI, visit our product page.
Acknowledgements
We would like to thank the following people for their collaboration: Shweta Maniar, Sampath Koppole, Mikhail Chrestkha, Jasper Wang, Alex Burdenko, Meera Lakhavani, Joan Kallogjeri, Dong Meng (NVIDIA), Mike Thomas (NVIDIA), and Jill Milton (NVIDIA).
Finally and most importantly, we would like to thank our Solution Manager Donna Schut for managing this solution from start to finish. This would not have been possible without Donna.
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How Google Secures its Data Centers: Watch Video
Security is in the DNA of Google Cloud’s dozens of data centers, complex network and workloads scattered the globe. Take a tour to the nucleus of data center’s six layers of physical security designed to keep unauthorized access at bay, and also learn about Google Cloud’s security fundamentals to leverage the same philosophy on Google Cloud. Watch now!
WayFair and Google Cloud Get Together to Raise the Bar on World-class Experience!

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On Dec 9th and 10th, Wayfair and Google Cloud came together for the inaugural Wayfair-Google Cloud Machine Learning Hackathon. Wayfair firmly believes that hackathons are a great way to fuel a culture of collaboration and experimentation. To fuel Wayfair’s incredible pace of innovation at scale, it’s team of more than 3,000 technologists is constantly experimenting and taking smart risks. It’s test-and-learn culture empowers everyone to think critically and creatively, and take big swings to raise the bar on its world-class experience.
The Wayfair-Google Cloud Machine Learning Hackathon was all about getting Wayfairians excited about and enabled on new technology. More specifically, this event was a contained test environment for Wayfair innovators to validate AI and ML tools in order to understand how to get better insight from their data. The projects worked on during this hackathon will help Wayfair build new use cases that could impact the business and the end customer in new and productive ways. Google Cloud’s focus for this Hackathon was to enable Wayfairains to harness the power of Machine Learning and AI to enable their own goals around continual improvement and relentless customer focus.
Prior to the event, Wayfair Data Scientists and Machine Learning Engineers who signed up and submitted ideas for the Hackathon were invited to optional Google Cloud enablement and training sessions. Google Cloud set up classrooms in Qwiklabs on topics including, but not limited to, BigQuery, Vertex AI, and Natural Language AI, so that all Hackathon participants could try out new technologies and tools in a learning environment. Google Cloud subject matter experts were available to field any questions Wayfairians had about the use cases they were hacking on.
The Hackathon was a hybrid virtual & physical event that hosted 67+ innovators, 49 of which registered for Google Cloud supported ideas. 15 judges from both Google Cloud and Wayfair oversaw the event. The esteemed list of judges included Steven Conine, Wayfair’s Co-Founder and Co-Chairman who has helped pave the way for the development of practical applications of next-generation technologies like augmented reality. The judges measured and evaluated the success of a project based on the following criteria:
- “Wow Factor”: How innovative is the project?
- Impact: How impactful is the project to Wayfair?
- Polish: How complete is the project?
- Presentation Quality: How clear and consistent is the demo?
The theme of the Hackathon was Machine Learning and AI. Teams were able to collaborate with participants globally, either in-person or virtually, and work together on projects in five categories: Relentless Customer Focus, Always Improving, Google’s Choice, People’s Choice, and Hackers’ choice.
At the end of the two days there were winners in all 5 categories. The Google’s Choice award went to “Entity Extraction for Order Matching”. Team “Project Clippy” was named both Hackers’ Choice and the winners of the Relentless Customer Focus category. See below for the results of the 5 categories:
- Relentless Customer Focus and Hackers’ Choice
- Winning Team: Project Clippy
- Hackers: Misha Balyasin, Alex Saad, Leo Smerling, and Gabriele Lanaro
- This project provided a gamified experience to make the process of leaving a product review even more seamless.
- Always Improving
- Winning Team: Customer Causal MetaLeaners
- Hackers: Colin Gray, Irene Wang, Huy Vo Tran, Wenhao Xu, and Santiago Velez Ferro
- Team Customer Causal MetaLeaners worked to build lightweight procedure(s) for computationally distributed, multi-target, customized loss functions to make causal meta-learners more applicable to real-world Wayfair problems.
- Google’s Choice Award:
- Winning Team: Entity Extraction for Order Matching
- Hackers: Roger Bock, Bradley West, Sina Moeini, and Jonathan de Melker Worms
- This team built out a solution to use text models to extract and identify the products that customers purchased from user reviews.
- People’s Choice:
- Winning Team: KNN and ANN on Vertex AI
- Hackers: Santosh Jhingade, Ashrith Marpaka, Nikhil Bhaip, Adam Schulze, and Brandon Sanders
- This team used Vertex AI to expand the impact they can have on suppliers and customers by providing accurate and real-time information of products that match either description or image.
Wayfair leaders reflected on the two days and shared their input. Matt Ferrari, Head of Ad Tech, Customer Intelligence, and Machine Learning; Engineering and Product at Wayfair said, “Wayfair has a lot of vendors, but very few strategic partners, and Google is that. Our Partner.” “Thank you all for the participation! I’m grateful to Google, and the many others for helping lead a successful event.”
Wayfair partners with Google Cloud to optimize performance and resiliency, support scaling data-driven decisions, and Increase employee productivity. “Our category is ripe for innovation, and our partnership with Google Cloud helps us ensure that great ideas can come from anywhere by empowering our technologists with cutting-edge products and solutions,” said Ferrari. “We’re proud to partner on efforts like hackathons that align with our team’s eagerness to work on complex, rewarding problems that push the envelope and challenge us to always think big.”
At first Google Cloud won Wayfair over with the speed, reliability and performance of their technology. Hackathons like this one exemplify that what is equally as important is Google Cloud’s willingness to work side-by-side with Wayfair at every level to enable a culture of innovation. Learn more about the Wayfair-Google Cloud partnership here.
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Apache Spark has become a popular platform as it can serve all of data engineering, data exploration, and machine learning use cases. However, Spark still requires the on-premises way of managing clusters and tuning infrastructure for each job. Also, end to end use cases require Spark to be used along with

Google Cloud’s Med-PaLM 2: Pioneering Ethical AI Solutions for the Medical Domain
Healthcare breakthroughs change the world and bring hope to humanity through scientific rigor, human insight, and compassion. We believe AI can contribute to this, with thoughtful collaboration between researchers, healthcare organizations and the broader ecosystem. Today, we're sharing exciting progress on these initiatives, with the announcement of limited access to






