Aifanfan IM Cais Gwasanaeth Cwsmeriaid by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 Gwobr Haearn A' Design Award in Technolegau Gwybodaeth Competition Category.
HaearnTechnolegau Gwybodaeth· 2023
Aifanfan IM Cais Gwasanaeth Cwsmeriaid
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
Gwobr Haearn A' Design Award Winner in Technolegau Gwybodaeth Category
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- Verified Award Winner
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The Design
About Aifanfan IM Cais Gwasanaeth Cwsmeriaid
Mae Aifanfan IM yn gais gwasanaeth cwsmeriaid clyfar ar gyfer cefnogaeth ar ôl gwerthu ar-lein. Mae'r cais yn darparu cymorth mewnbwn, optimeiddio prosesau, a chynorthwyydd Deallusrwydd Artiffisial i symleiddio cyfathrebu dwyffordd rhwng asiantau gwasanaeth a defnyddwyr. Mae mewnbwn aml-fodd, gan gynnwys camera a llais, yn adnabod ieithoedd tramor a thafodieithoedd er mwyn gostwng y trothwy mewnbwn. Mae'r cynorthwyydd Deallusrwydd Artiffisial yn dadansoddi ffactorau emosiynol mewn testun deialog mewn amser real ac yn argymell cynnwys ymateb cyflym. Defnyddir adnabod lleferydd, adnabod delweddau, a phrosesu iaith naturiol.
The Recognition
About the Gwobr Haearn A' Design Award
Mae Aifanfan IM Cais Gwasanaeth Cwsmeriaid yn enillydd Gwobr Haearn A' Design Award, cydnabyddiaeth fawreddog a roddir i ddyluniadau da sydd yn bodloni'r gofynion proffesiynol a diwydiannol a ddisgwylir gan greadigaethau wedi'u dylunio'n dda. Mae enillwyr Haearn yn dangos medrusrwydd mawr, arbenigedd uchel, dealltwriaeth arbenigol a gallu creadigol eu crewyr. Disgwylir i Aifanfan IM Cais Gwasanaeth Cwsmeriaid fod yn greadigaeth uchel ei bri, a edmygir ac a anwylir, sydd yn ymarferol ac yn arloesol. Mae'r dyluniad buddugol hwn o Wobr Haearn A' Design Award yn integreiddio arferion gorau'r diwydiant ac mae ganddo nodweddion technegol cymwys wedi'u cysylltu â gwybodaeth ymarferol a dawn. Parchir Aifanfan IM Cais Gwasanaeth Cwsmeriaid am ei drylwyredd ac fe'i dyluniwyd i ddarparu gwelliannau ansawdd bywyd sydd yn helpu i wneud y byd yn lle gwell.
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
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