Aifanfan IM Bezeroarentzako Zerbitzu Aplikazioa by Baidu Online Network Technology Beijing

Aifanfan IM Bezeroarentzako Zerbitzu Aplikazioa by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 Burdinazko Saria A' Design Award in Informazio Teknologien Diseinua Competition Category.

BurdinaInformazio Teknologiak· 2023

Aifanfan IM Bezeroarentzako Zerbitzu Aplikazioa

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

Burdinazko Saria A' Design Award Winner in Informazio Teknologiak Category

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Colors

The Design

About Aifanfan IM Bezeroarentzako Zerbitzu Aplikazioa

Aifanfan IM lineako salmenta osteko laguntzarako bezeroarentzako zerbitzu adimentsuko aplikazioa da. Aplikazioak sarrera-laguntza, prozesuen optimizazioa eta AA laguntzaile bat eskaintzen ditu, zerbitzu-agenteen eta kontsumitzaileen arteko bi noranzko komunikazioa erraztuz. Sarrera multimodalak, kamera eta ahotsa barne, atzerriko hizkuntzak eta dialektoak ezagutzen ditu, sarrera-atalasea murrizteko. AA laguntzaileak elkarrizketa-testuko faktore emozionalak denbora errealean aztertzen ditu eta erantzun azkarreko edukia gomendatzen du. Ahots-ezagutza, irudi-ezagutza eta hizkuntza naturalaren prozesamendua erabiltzen dira.

The Recognition

About the Burdinazko Saria A' Design Award

Aifanfan IM Bezeroarentzako Zerbitzu Aplikazioa Burdinazko Saria A' Design Award irabazlea da, ondo diseinatutako sorkuntzetatik espero diren eskakizun profesional eta industrialak betetzen dituzten diseinu onei ematen zaien aitorpen prestijiotsua. Burdin-mailako irabazleek beren sortzaileen trebetasun handia, espezializazio handia, adituen ulermena eta sormen-gaitasuna erakusten dituzte. Aifanfan IM Bezeroarentzako Zerbitzu Aplikazioa oso estimatua, miretsia eta maitea den sorkuntza izatea espero da, praktikoa eta berritzailea dena. Burdinazko Saria A' Design Award irabazi duen diseinu honek sektoreko praktika onenak integratzen ditu eta know-how-ari eta talentuari lotutako ezaugarri tekniko gaituak ditu. Aifanfan IM Bezeroarentzako Zerbitzu Aplikazioa zehaztasunagatik errespetatua den lana da, eta mundua leku hobea egiten laguntzen duten bizi-kalitatearen hobekuntzak eskaintzeko diseinatua dagoena.

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