Aifanfan IM Kliëntedienstoepassing by Baidu Online Network Technology Beijing

Aifanfan IM Kliëntedienstoepassing by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award in Yster in Inligtingstegnologie Ontwerp Competition Category.

YsterInligtingstegnologie· 2023

Aifanfan IM Kliëntedienstoepassing

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

A' Design Award in Yster Winner in Inligtingstegnologie Category

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Verified Award Winner
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View at A' Design Award Press Release Award Badge

Colors

The Design

About Aifanfan IM Kliëntedienstoepassing

Aifanfan IM is 'n slim kliëntediens-toepassing vir aanlyn na-verkope ondersteuning. Die toepassing bied invoerbystand, prosesoptimering, en 'n KI-assistent om tweerigting-kommunikasie tussen diensagente en verbruikers te vereenvoudig. Multimodale invoer, insluitend kamera en stem, herken vreemde tale en dialekte om die invoerdrempel te verlaag. Die KI-assistent ontleed emosionele faktore in dialoogteks intyds en beveel vinnige responsinhoud aan. Spraakherkenning, beeldherkenning, en natuurlike taalverwerking word gebruik.

The Recognition

About the A' Design Award in Yster

Aifanfan IM Kliëntedienstoepassing is 'n wenner van die A' Design Award in Yster, 'n prestigieuse erkenning wat toegeken word aan goeie ontwerpe wat voldoen aan die professionele en industriële vereistes wat van goed ontwerpte skeppings verwag word. Wenners in Yster toon groot vaardigheid, hoë spesialisasie, kundige begrip en die kreatiewe vermoë van hul skeppers. Daar word verwag dat Aifanfan IM Kliëntedienstoepassing 'n hoog aangeskrewe, bewonderde en gekoesterde skepping is wat prakties en innoverend is. Hierdie ontwerp wat die A' Design Award in Yster gewen het, integreer die beste praktyke in die bedryf en het bekwame tegniese kenmerke gekoppel aan kundigheid en talent. Aifanfan IM Kliëntedienstoepassing word gerespekteer vir sy deeglikheid en is ontwerp om verbeterings in lewensgehalte te bied wat help om die wêreld 'n beter plek te maak.

Behind the Design

Press Kit

Credits, team members and technical details provided by the designer.

Unique Properties: A smart customer service system with a series of optimization tools for customer service and consumers, such as input assistance, process optimization, and AI assistant, aiming to simplify the two-way communication process of both ends, provides more reliable security and protection, and supports multi-device and multi-scenario input switching, making the communication process easier and more convenient.
Tags: Customer service system, Program, Online customer service, After-sales service, AI technology
Production Technology: It uses the leading AI technologies of Baidu, such as speech recognition, image recognition, and natural language processing.
Design Challenge: The challenge in this project research is to optimize the two-end process. In the design process, it is necessary to balance the two-way needs of customer service and users, so that the process optimization of one end does not impose burden on the other. Therefore, the application is developed based on the pain points of users and customer service through various investigation methods.
Research: The application is developed through conducting questionnaire survey by the design team based on a multi software customer service system, collecting objective problems with the current intelligent customer service system, and analyzing user sentiment, usage scenarios and current design trends.
Inspiration: As online service platforms develop, the growth of online customer service has been achieved. However, due to the digitalization, many users who are not familiar with smart devices face problems in online communication, making it hard to obtain good after sales service. The complex flow of data and information and text descriptions cause problems to customer service. The application aims to meet the needs of both ends, lower the threshold, and improve service efficiency and user satisfaction.
Project Duration: The project was designed and developed in Beijing in April 2021 and went live in China in October 2021
Operation Flow: Multi modal input methods, including camera and voice input, can recognize foreign languages and dialects to lower the input threshold. Users can search for corresponding keywords or key words through communication aids to better understand the meaning of sentences while talking. The equipped AI assistant can analyze the emotional factors in the dialogue text in real time, generate response statements, and recommend quick response content to users.
Team Members: Yuan Lu
Fengyang Wang
Yujie Shi
Yi Liao
Nuo Xu
Liying Li
Li Liu
Xue Luan
Tian Xie
Lu Gan
Yanyan Wei
Jingjing Luo