Željezo Informacione Tehnologije · 2023
Aifanfan IM Aplikacija za korisničku podršku
by Baidu Online Network Technology Beijing
- Željezna nagrada A' Design Award 2023 in Informacione Tehnologije
- CLIENT: Baidu Online Network Technology. Beijing
- Estimated Number of Design Views: 1,088,241
- Verification code CD5D836F1D · Verify this award
Colors
About Aifanfan IM Aplikacija za korisničku podršku
Aifanfan IM je pametna aplikacija za korisničku podršku namijenjena online postprodajnoj podršci. Aplikacija pruža pomoć pri unosu, optimizaciju procesa i AI asistenta kako bi se pojednostavila dvosmjerna komunikacija između agenata podrške i korisnika. Multimodalni unos, uključujući kameru i glas, prepoznaje strane jezike i dijalekte kako bi se smanjio prag za unos podataka. AI asistent analizira emocionalne faktore u tekstu dijaloga u realnom vremenu i preporučuje sadržaj za brz odgovor. Koriste se prepoznavanje govora, prepoznavanje slika i obrada prirodnog jezika.
About the Željezna nagrada A' Design Award
Aifanfan IM Aplikacija za korisničku podršku je pobjednik Željezne nagrade A' Design Award, prestižnog priznanja koje se dodjeljuje dobrim dizajnima što ispunjavaju profesionalne i industrijske zahtjeve očekivane od dobro dizajniranih kreacija. Željezni pobjednici pokazuju veliku vještinu, visoku specijalizaciju, stručno razumijevanje i kreativne kapacitete svojih stvaralaca. Očekuje se da Aifanfan IM Aplikacija za korisničku podršku bude visoko cijenjena, voljena i njegovana kreacija koja je praktična i inovativna. Ovaj dizajn koji je osvojio Željeznu nagradu A' Design Award integrira najbolje industrijske prakse i ima kompetentne tehničke karakteristike povezane sa znanjem i talentom. Aifanfan IM Aplikacija za korisničku podršku se poštuje zbog svoje temeljitosti i dizajniran je da pruži poboljšanja kvaliteta života koja pomažu da svijet postane bolje mjesto.
Press Kit
- 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.
