Jern Informationsteknologi · 2023
Aifanfan IM Kundeserviceapplikation
by Baidu Online Network Technology Beijing
- A' Design Award i Jern 2023 in Informationsteknologi
- CLIENT: Baidu Online Network Technology. Beijing
- Estimated Number of Design Views: 1,088,241
- Verification code CD5D836F1D · Verify this award
Colors
About Aifanfan IM Kundeserviceapplikation
Aifanfan IM er en智能 kundeserviceapplikation til online eftersalgssupport. Applikationen tilbyder inputassistance, procesoptimering og en AI-assistent, der forenkler tovejskommunikation mellem servicemedarbejdere og forbrugere. Multimodalt input, herunder kamera og stemme, genkender fremmedsprog og dialekter for at sænke inputtærsklen. AI-assistenten analyserer følelsesmæssige faktorer i dialogtekst i realtid og anbefaler indhold til hurtige svar. Der anvendes talegenkendelse, billedgenkendelse og naturlig sprogbehandling.
About the A' Design Award i Jern
Aifanfan IM Kundeserviceapplikation er vinder af A' Design Award i Jern, en prestigefyldt anerkendelse, der tildeles gode designs, som opfylder de professionelle og industrielle krav, man forventer af veldesignede skabelser. Jernvinderne viser stor dygtighed, høj specialisering, ekspertforståelse og kreativ kapacitet hos deres skabere. Aifanfan IM Kundeserviceapplikation forventes at være en højt estimeret, beundret og kær skabelse, der er praktisk og innovativ. Dette design, der har vundet A' Design Award i Jern, integrerer branchens bedste praksis og har kompetente tekniske egenskaber knyttet til knowhow og talent. Aifanfan IM Kundeserviceapplikation respekteres for sin grundighed og er designet til at levere forbedringer af livskvaliteten, der er med til at gøre verden til et bedre sted.
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.
