{"id":53504,"date":"2019-12-03T00:00:00","date_gmt":"2019-12-02T21:00:00","guid":{"rendered":"https:\/\/prohoster.info\/blog\/blog_prohoster\/bot-nam-pomozhet"},"modified":"2020-02-18T14:01:25","modified_gmt":"2020-02-18T11:01:25","slug":"bot-nam-pomozhet","status":"publish","type":"post","link":"https:\/\/prohoster.info\/sk\/blog\/administrirovanie\/bot-nam-pomozhet","title":{"rendered":"Bot n\u00e1m pom\u00f4\u017ee","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

\"Bot
\n
\nPred rokom sa n\u00e1\u0161 milovan\u00fd HR oddelenie obr\u00e1tilo na n\u00e1s s prosbou: nap\u00edsa\u0165 chatbot, ktor\u00fd pom\u00f4\u017ee nov\u00e1\u010dikom s adapt\u00e1ciou v spolo\u010dnosti. <\/p>\n

Uve\u010fme, \u017ee nevyv\u00edjame vlastn\u00e9 produkty, ale klientom poskytujeme komplexn\u00e9 slu\u017eby v oblasti v\u00fdvoja. Rozpr\u00e1va\u0165 budeme o na\u0161om internom projekte, pri\u010dom objedn\u00e1vate\u013eom nie je extern\u00e1 spolo\u010dnos\u0165, ale n\u00e1\u0161 vlastn\u00fd HR. Hlavnou v\u00fdzvou pri obmedzenej dostupnosti \u013eud\u00ed, zdrojov a \u010dasu bolo dokon\u010di\u0165 projekt v\u010das a uvies\u0165 produkt na trh.
\n <\/a><\/noindex>
\nNa za\u010diatok op\u00ed\u0161eme \u00falohy, ktor\u00e9 bolo potrebn\u00e9 vyrie\u0161i\u0165. <\/p>\n

Program\u00e1tori s\u00fa v\u00e4\u010d\u0161inou introverti a neradi sa rozpr\u00e1vaj\u00fa, omnoho jednoduch\u0161ie je nap\u00edsa\u0165 svoju ot\u00e1zku do elektronick\u00e9ho chatu. S botom netreba prem\u00fd\u0161\u013ea\u0165, koho sa op\u00fdta\u0165, komu zavola\u0165, kam \u00eds\u0165 a v\u00f4bec, kde h\u013eada\u0165 inform\u00e1cie, a \u010di s\u00fa aktu\u00e1lne. <\/p>\n

Druh\u00fdm probl\u00e9mom je samotn\u00e1 inform\u00e1cia \u2014 je jej ve\u013ea, nach\u00e1dza sa v r\u00f4znych zdrojoch, nie v\u017edy je dostupn\u00e1 a potrebuje neust\u00e1le dop\u013a\u0148anie a aktualiz\u00e1ciu.<\/p>\n

V spolo\u010dnosti je takmer 500 zamestnancov, ktor\u00ed s\u00fa rozpt\u00fdlen\u00ed po r\u00f4znych kancel\u00e1ri\u00e1ch, \u010dasov\u00fdch p\u00e1smach, mest\u00e1ch v Rusku a dokonca aj v zahrani\u010d\u00ed, preto b\u00fdva ot\u00e1zok zvy\u010dajne ve\u013emi ve\u013ea, a preto je \u010fal\u0161ou \u00falohou zn\u00ed\u017ei\u0165 z\u00e1\u0165a\u017e na HR person\u00e1l, t\u00fdkaj\u00facu sa naj\u010dastej\u0161\u00edch ot\u00e1zok, ktor\u00e9 zamestnanci klad\u00fa.<\/p>\n

Takisto bolo potrebn\u00e9 automatizova\u0165 procesy: pr\u00edchodu nov\u00e1\u010dikov do spolo\u010dnosti, zasielania spr\u00e1v mana\u017e\u00e9rom a mentorom nov\u00e1\u010dikov, posielania automatick\u00fdch pripomienok o kurzoch a testoch, ktor\u00e9 nov\u00e1\u010dik mus\u00ed absolvova\u0165 na \u00faspe\u0161n\u00fa adapt\u00e1ciu.<\/p>\n

Na z\u00e1klade obchodn\u00fdch po\u017eiadaviek boli formulovan\u00e9 technick\u00e9.<\/p>\n

Bot by mal fungova\u0165 na z\u00e1klade Skype (historicky sa zistilo, \u017ee ho v spolo\u010dnosti pou\u017e\u00edvaj\u00fa), a preto bol vybran\u00fd slu\u017eba na Azure.<\/p>\n

Na obmedzenie pr\u00edstupu k nemu sme za\u010dali pou\u017e\u00edva\u0165 mechanizmus autoriz\u00e1cie cez Skype.
\nNa rozpozn\u00e1vanie textu sme pou\u017eili kni\u017enicu ParlAI.<\/p>\n

Takisto je potrebn\u00fd administrat\u00edvny webov\u00fd port\u00e1l na nastavenie, \u0161kolenie, ladenie, nastavenie zasielania a \u010fal\u0161ie \u00falohy.<\/p>\n

\"Bot
\n
\nPo\u010das pr\u00e1ce na projekte sme sa stretli s mno\u017estvom probl\u00e9mov a \u0165a\u017ekost\u00ed.<\/p>\n

Nap\u0159\u00edklad jsme m\u011bli technick\u00e9 probl\u00e9my s \u00fa\u010dtem v Azure. Microsoft necht\u011bl aktivovat na\u0161e p\u0159edplatn\u00e9 kv\u016fli n\u011bjak\u00fdm technick\u00fdm komplikac\u00edm v jejich slu\u017eb\u011b. T\u00e9m\u011b\u0159 dva m\u011bs\u00edce jsme s t\u00edm nemohli nic ud\u011blat, podpora Microsoftu nakonec jen m\u00e1vla rukama a poslala n\u00e1s k partner\u016fm, kte\u0159\u00ed v\u0161e \u00fasp\u011b\u0161n\u011b nastavili a vydali n\u00e1m \u00fa\u010det.<\/p>\n

Nejn\u00e1ro\u010dn\u011bj\u0161\u00edm krokem byl za\u010d\u00e1tek projektu, kdy bylo pot\u0159eba vybrat, co pou\u017eijeme, jak\u00e1 bude architektura, jak a kde budeme uchov\u00e1vat data a jak budou komponenty a moduly syst\u00e9mu spolu komunikovat.<\/p>\n

V na\u0161em p\u0159\u00edpad\u011b se b\u011b\u017en\u00e9 probl\u00e9my za\u010d\u00e1tku jak\u00e9hokoli projektu komplikovaly je\u0161t\u011b t\u00fdmem. Specifika na\u0161eho byznysu spo\u010d\u00edvaj\u00ed v tom, \u017ee na rozd\u00edl od komer\u010dn\u00edch projekt\u016f na intern\u00edch projektech \u010dasto pracuj\u00ed v\u00fdvoj\u00e1\u0159i, kte\u0159\u00ed nemaj\u00ed dostate\u010dn\u00e9 znalosti v pot\u0159ebn\u00fdch oblastech \u2013 prost\u011b se n\u00e1hodou ocitli v t\u00fdmu a \u010dekaj\u00ed na dal\u0161\u00ed v\u00fdznamn\u00fd komer\u010dn\u00ed projekt. Logicky, motivace v takov\u00e9 situaci byla tak\u00e9 dost n\u00edzk\u00e1. V\u00fdkon klesal, v t\u00fdmu \u010dasto panoval chaos, a nakonec bylo nutn\u00e9 p\u0159esv\u011bd\u010dovat (motivovat) nebo m\u011bnit \u010dlov\u011bka. P\u0159i zm\u011bn\u011b v\u00fdvoj\u00e1\u0159e je pot\u0159eba prov\u00e1d\u011bt \u0161kolen\u00ed, p\u0159ed\u00e1vat znalosti a op\u011bt v podstat\u011b za\u010d\u00edt projekt od za\u010d\u00e1tku. Ka\u017ed\u00fd nov\u00fd v\u00fdvoj\u00e1\u0159 vid\u011bl architekturu po sv\u00e9m a kritizoval p\u0159edchoz\u00ed za p\u0159ijat\u00e1 rozhodnut\u00ed a ciz\u00ed k\u00f3d. Za\u010d\u00ednalo se znovu.<\/p>\n

Toto trvalo asi p\u016fl roku. My jsme se prost\u011b motali na m\u00edst\u011b, refaktorovali jsme k\u00f3d a nic nov\u00e9ho jsme nenapsali.<\/p>\n

Tak\u00e9 na intern\u00edch projektech obvykle t\u00e9m\u011b\u0159 nen\u00ed \u017e\u00e1dn\u00e1 dokumentace, a bylo t\u011b\u017ek\u00e9 pochopit, co je t\u0159eba d\u011blat v ka\u017ed\u00e9m okam\u017eiku a jak\u00e9 jsou aktu\u00e1ln\u00ed priority. Bylo nutn\u00e9 vytvo\u0159it st\u00e1l\u00fd t\u00fdm, zav\u00e9st procesy, prov\u00e9st pl\u00e1nov\u00e1n\u00ed a alespo\u0148 na t\u0159i m\u011bs\u00edce ud\u011blat hodnocen\u00ed. Ale jak to ud\u011blat, kdy\u017e projekt nen\u00ed komer\u010dn\u00ed, co\u017e znamen\u00e1, \u017ee je nutn\u00e9 investovat co nejm\u00e9n\u011b \u010dlov\u011bko\u00adhodin a z\u00e1rove\u0148 dos\u00e1hnout v\u00fdsledku ne hor\u0161\u00edho ne\u017e pro extern\u00edho klienta?<\/p>\n

Identifikovali sme zdroje, ktor\u00e9 sa podie\u013eali na v\u00fdvoji projektu, s\u00fa s n\u00edm obozn\u00e1men\u00e9 a chc\u00fa na \u0148om pracova\u0165. Vypracovali sme pl\u00e1n zamestnanosti \u013eud\u00ed na projektoch. Urobili sme odhad a s\u00fahlas s pr\u00e1cami a zaplnili sme tieto pr\u00e1ce do \"medzier\" medzi hlavn\u00fdmi projektmi. Po 4 mesiacoch sme dostali funk\u010dn\u00fd prototyp aplik\u00e1cie.<\/p>\n

Teraz si po\u010fme podrobnej\u0161ie prebra\u0165 funkciu bota, jeho architekt\u00faru a technick\u00e9 rie\u0161enia.<\/p>\n

Jedn\u00fdm z hlavn\u00fdch po\u017eiadaviek HR bolo rozpozn\u00e1vanie textu, ktor\u00fd nap\u00ed\u0161e pou\u017e\u00edvate\u013e na spr\u00e1vnu odpove\u010f na ot\u00e1zku. M\u00f4\u017ee nap\u00edsa\u0165 - chcem \u00eds\u0165 na dovolenku, chcem dovolenkova\u0165 alebo i\u0161iel by som na dovolenku a on to pochop\u00ed a odpovie primerane. Alebo ak zamestnancovi zlomil stoli\u010dku a chce nap\u00edsa\u0165 - \"stoli\u010dka sa zlomia\" alebo \"Moja stoli\u010dka praskla\" alebo \"Opierka u stoli\u010dky odpadla\", pri spr\u00e1vnom vycvi\u010den\u00ed bota tak\u00fato po\u017eiadavku rozpozn\u00e1. Kvalita rozpozn\u00e1vania textu z\u00e1vis\u00ed od tr\u00e9ningu bota, o ktorom budeme nesk\u00f4r diskutova\u0165.<\/p>\n

\u010eal\u0161ou po\u017eiadavkou a s\u00fa\u010das\u0165ou funk\u010dnosti je syst\u00e9m dial\u00f3gov bota. Bol vyvinut\u00fd syst\u00e9m, v ktorom m\u00f4\u017ee bot vies\u0165 dial\u00f3g a rozumie\u0165 kontextu aktu\u00e1lnej ot\u00e1zky. M\u00f4\u017ee na va\u0161u ot\u00e1zku polo\u017ei\u0165 ak\u00e9ko\u013evek dopl\u0148uj\u00face ot\u00e1zky a pokra\u010dova\u0165 v rozhovore, ak sme bota nau\u010dili to robi\u0165. Skype podporuje jednoduch\u00e9 menu pre nav\u00e1dzanie pou\u017e\u00edvate\u013eov na mo\u017en\u00e9 varianty pokra\u010dovania dial\u00f3gov. Taktie\u017e, ak sme viedli dial\u00f3g, ale zrazu sme sa rozhodli polo\u017ei\u0165 ot\u00e1zku mimo t\u00e9my, bot to tie\u017e pochop\u00ed.<\/p>\n

Bot umo\u017e\u0148uje zasiela\u0165 r\u00f4zne artefakty pou\u017e\u00edvate\u013eovi na z\u00e1klade jeho osobn\u00fdch \u00fadajov. Napr\u00edklad, na jeho polohe. Predpokladajme, \u017ee ak sa \u010dlovek chce n\u00e1js\u0165 toaletu, zobraz\u00ed sa mu mapa kancel\u00e1rie, ktor\u00e1 ho dovedie k toalete. A mapa bude vybran\u00e1 v z\u00e1vislosti od toho, v ktorej kancel\u00e1rii spolo\u010dnosti sa zamestnanec nach\u00e1dza.<\/p>\n

Jednou z najd\u00f4le\u017eitej\u0161\u00edch \u00faloh je ochrana osobn\u00fdch inform\u00e1ci\u00ed pou\u017e\u00edvate\u013eov. Nem\u00f4\u017eeme dovoli\u0165, aby sa ka\u017ed\u00fd \u010dlovek dostal k d\u00f4vern\u00fdm \u00fadajom, s ktor\u00fdmi n\u00e1\u0161 bot pracuje. Nevyhnutnos\u0165 autoriz\u00e1cie pre tak\u00e9ho bota je neoddelite\u013enou s\u00fa\u010das\u0165ou jeho fungovania. Bot \u017eiada pou\u017e\u00edvate\u013ea, aby pre\u0161iel autoriz\u00e1ciou predt\u00fdm, ako m\u00f4\u017ee vies\u0165 ak\u00fdko\u013evek dial\u00f3g. To sa deje pri prvom osloven\u00ed zamestnanca s botom. Samotn\u00e1 autoriz\u00e1cia presmer\u00fava pou\u017e\u00edvate\u013ea na pr\u00edslu\u0161n\u00fa str\u00e1nku, kde pou\u017e\u00edvate\u013e z\u00edska token, ktor\u00fd nesk\u00f4r vlo\u017e\u00ed do spr\u00e1vy na Skypu. Ak autoriz\u00e1cia prebehne \u00faspe\u0161ne, m\u00f4\u017ee za\u010da\u0165 komunik\u00e1cia s botom.<\/p>\n

\"Bot
\n
\nAutoriza\u010dn\u00fd proces prebieha cez Skyp \u2014 autoriza\u010dn\u00fa br\u00e1nu, firemn\u00fa sie\u0165 a LDAP. T\u00fdmto sp\u00f4sobom autoriz\u00e1cia z\u00e1vis\u00ed od aktu\u00e1lnych \u00fadajov o pou\u017e\u00edvate\u013eovi vo firemnej sieti.<\/p>\n

Po\u010das v\u00fdvoja bota sme si uvedomili, \u017ee potrebujeme ist\u00fd syst\u00e9m integrovan\u00fd do funk\u010dnosti port\u00e1lu, ktor\u00fd by pomohol HR r\u00fdchlo odstra\u0148ova\u0165 chyby bota. Pridali sme tak\u00fa str\u00e1nku port\u00e1lu, na ktorej m\u00f4\u017eu HR pracovn\u00edci vidie\u0165 chyby zaznamenan\u00e9 pou\u017e\u00edvate\u013emi po\u010das pou\u017e\u00edvania bota a rie\u0161i\u0165 ich pomocou pre\u0161kolenia alebo ich necha\u0165 pre v\u00fdvoj\u00e1rov.<\/p>\n

Mo\u017enos\u0165 \u0161kolenia bota priamo na port\u00e1li nebola p\u00f4vodne zahrnut\u00e1. Po\u010das v\u00fdvoja sme si uvedomili, \u017ee \u0161kolenie bota je naj\u010dastej\u0161ou \u00falohou, ktor\u00fa bud\u00fa zamestnanci HR vykon\u00e1va\u0165 pri jeho pou\u017e\u00edvan\u00ed, a posiela\u0165 s\u00fabory s textom v\u00fdvoj\u00e1rom na \u010fal\u0161ie \u0161kolenie bota je \u00faplne neprijate\u013en\u00e9. To zaber\u00e1 pr\u00edli\u0161 ve\u013ea \u010dasu a sp\u00f4sobuje pr\u00edli\u0161 ve\u013ea ch\u00fdb a probl\u00e9mov.<\/p>\n

\"Bot
\n
\nNap\u00edsali sme u\u017e\u00edvate\u013esk\u00e9 rozhranie na port\u00e1li pre priate\u013esk\u00e9 \u0161kolenie bota. Umo\u017e\u0148uje HR vidie\u0165 aktu\u00e1lne \u0161kolenie bota, doplni\u0165 ho a robi\u0165 v s\u00fa\u010dasnom \u0161kolen\u00ed \u00fapravy. \u0160kolenie je prezentovan\u00e9 vo forme stromovej \u0161trukt\u00fary, kde uzly, teda vetvy s\u00fa pokra\u010dovan\u00edm dial\u00f3gu s botom. M\u00f4\u017eete vytv\u00e1ra\u0165 jednoduch\u00e9 ot\u00e1zky a odpovede, ale aj rozsiahle dial\u00f3gy, v\u0161etko z\u00e1vis\u00ed od HR a ich potrieb.<\/p>\n

Nieko\u013eko slov o architekt\u00fare rie\u0161enia.<\/p>\n

\"Bot
\n
\nArchitekt\u00fara rie\u0161enia je modul\u00e1rna. Obsahuje slu\u017eby zodpovedaj\u00face za r\u00f4zne \u00falohy, a to konkr\u00e9tne:
\n\u2022 Slu\u017eba Skype bota na Azure \u2014 prij\u00edma a spracov\u00e1va po\u017eiadavky pou\u017e\u00edvate\u013eov. Je to relat\u00edvne jednoduch\u00e1 slu\u017eba, ktor\u00e1 najsk\u00f4r prij\u00edma po\u017eiadavku a vykon\u00e1va jej prim\u00e1rne spracovanie.
\n\u2022 Admin port\u00e1l \u2014 slu\u017eba, ktor\u00e1 poskytuje webov\u00e9 rozhranie na konfigur\u00e1ciu port\u00e1lu a samotn\u00e9ho bota. Bot sa v\u017edy prv\u00fd obrat\u00ed na port\u00e1l, a ten u\u017e rozhodne, \u010do robi\u0165 s po\u017eiadavkou \u010falej.
\n\u2022 Slu\u017eba autoriz\u00e1cie \u2014 poskytuje mechanizmy autentifik\u00e1cie pre bota a pre admin port\u00e1l. Autoriz\u00e1cia prebieha pod\u013ea protokolu Oauth2. Po \u00faspe\u0161nej autoriz\u00e1cii slu\u017eba vykon\u00e1va autoriz\u00e1ciu v podnikovej sieti pod\u013ea platn\u00fdch \u00fadajov pou\u017e\u00edvate\u013ea, tak\u017ee syst\u00e9m m\u00f4\u017ee kontrolova\u0165 chyby, ktor\u00e9 s\u00favisia s desynchr\u00f3nom v \u00fadajoch.
\n\u2022 AI Modul na rozpozn\u00e1vanie textu, nap\u00edsan\u00fd v Pythone a pou\u017e\u00edva framework ParlAI na samotn\u00e9 rozpozn\u00e1vanie textu. Je to neur\u00f3nov\u00e1 sie\u0165, aspo\u0148 v aktu\u00e1lnej implement\u00e1cii. Pou\u017e\u00edvame algoritmus tfDiff na porozumenie ot\u00e1zkam. Modul poskytuje API na komunik\u00e1ciu s n\u00edm a na u\u010denie.<\/p>\n

Na z\u00e1ver by som chcel poveda\u0165, \u017ee je to n\u00e1\u0161 prv\u00fd pokus o vytvorenie chatbotu, a sna\u017eili sme sa spravi\u0165 syst\u00e9m \u010do najjednoduch\u0161\u00ed, av\u0161ak funk\u010dn\u00fd, s minim\u00e1lnym \u00fasil\u00edm. Mysl\u00edm, \u017ee sme vytvorili ve\u013emi zauj\u00edmav\u00fd produkt. S vlastn\u00fdm syst\u00e9mom u\u010denia, logovania ch\u00fdb, rozosielania upozornen\u00ed, ho mo\u017eno integrova\u0165 s ak\u00fdmko\u013evek in\u00fdm messengerom.
\n
Zdroj: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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