Aifanfan IM Kundenservice-Anwendung by Baidu Online Network Technology Beijing

Aifanfan IM Kundenservice-Anwendung by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award in Eisen in Informationstechnologie-Design Competition Category.

EisenInformationstechnologie· 2023

Aifanfan IM Kundenservice-Anwendung

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

A' Design Award in Eisen Winner in Informationstechnologie Category

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

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The Design

About Aifanfan IM Kundenservice-Anwendung

Aifanfan IM ist eine intelligente Kundenservice-Anwendung für den Online-After-Sales-Support. Die Anwendung bietet Eingabehilfen, Prozessoptimierung und einen KI-Assistenten, um die wechselseitige Kommunikation zwischen Servicemitarbeitern und Verbrauchern zu vereinfachen. Die multimodale Eingabe, einschließlich Kamera und Sprache, erkennt Fremdsprachen und Dialekte und senkt so die Eingabehürde. Der KI-Assistent analysiert emotionale Faktoren im Dialogtext in Echtzeit und empfiehlt Inhalte für schnelle Antworten. Zum Einsatz kommen Spracherkennung, Bilderkennung und die Verarbeitung natürlicher Sprache.

The Recognition

About the A' Design Award in Eisen

Aifanfan IM Kundenservice-Anwendung ist Gewinner des A' Design Award in Eisen, einer prestigeträchtigen Anerkennung für gute Designs, die die beruflichen und industriellen Anforderungen erfüllen, die an gut gestaltete Schöpfungen gestellt werden. Eisen-Gewinner zeigen großes Können, hohe Spezialisierung, fachkundiges Verständnis und die kreative Kapazität ihrer Schöpfer. Von Aifanfan IM Kundenservice-Anwendung wird erwartet, dass es eine hochgeschätzte, bewunderte und geliebte Schöpfung ist, die praktisch und innovativ ist. Dieses mit dem A' Design Award in Eisen prämierte Design integriert bewährte Branchenverfahren und weist kompetente technische Merkmale in Verbindung mit Know-how und Talent auf. Aifanfan IM Kundenservice-Anwendung wird für seine Gründlichkeit geschätzt und ist darauf ausgelegt, Verbesserungen der Lebensqualität zu liefern, die dazu beitragen, die Welt zu einem besseren Ort zu machen.

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