End-Cloud Collaboration Framework for Advanced AI Customer Service in E-commerce

TL;DR

This paper introduces an End-Cloud Collaboration framework for e-commerce AI customer service that combines cloud and end device models, enabling privacy-preserving, adaptive, and efficient personalized customer support.

Contribution

It proposes a novel ECC framework integrating large cloud models with end models, along with an online evolutive learning strategy for continuous, privacy-aware model improvement.

Findings

Enhanced model adaptability to changing scenarios

Reduced reliance on large data for end models

Improved privacy through local fine-tuning

Abstract

In recent years, the e-commerce industry has seen a rapid increase in the demand for advanced AI-driven customer service solutions. Traditional cloud-based models face limitations in terms of latency, personalized services, and privacy concerns. Furthermore, end devices often lack the computational resources to deploy large AI models effectively. In this paper, we propose an innovative End-Cloud Collaboration (ECC) framework for advanced AI customer service in e-commerce. This framework integrates the advantages of large cloud models and mid/small-sized end models by deeply exploring the generalization potential of cloud models and effectively utilizing the computing power resources of terminal chips, alleviating the strain on computing resources to some extent. Specifically, the large cloud model acts as a teacher, guiding and promoting the learning of the end model, which significantly reduces the end model's reliance on large-scale, high-quality data and thereby addresses the data bottleneck in traditional end model training, offering a new paradigm for the rapid deployment of industry applications. Additionally, we introduce an online evolutive learning strategy that enables the end model to continuously iterate and upgrade based on guidance from the cloud model and real-time user feedback. This strategy ensures that the model can flexibly adapt to the rapid changes in application scenarios while avoiding the uploading of sensitive information by performing local fine-tuning, achieving the dual goals of privacy protection and personalized service. %We make systematic contributions to the customized model fine-tuning methods in the e-commerce domain. To conclude, we implement in-depth corpus collection (e.g., data organization, cleaning, and preprocessing) and train an ECC-based industry-specific model for e-commerce customer service.