Aifanfan IM Feidhm Bhunúsach: Feidhmchlár Seirbhíse do Chustaiméirí by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 Duais Iarainn A' Design Award in Dearadh Teicneolaíochtaí Faisnéise Competition Category.
IarannTeicneolaíochtaí Faisnéise· 2023
Aifanfan IM Feidhm Bhunúsach: Feidhmchlár Seirbhíse do Chustaiméirí
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
Duais Iarainn A' Design Award Winner in Teicneolaíochtaí Faisnéise Category
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The Design
About Aifanfan IM Feidhm Bhunúsach: Feidhmchlár Seirbhíse do Chustaiméirí
Téacs an Leabhair: Is feidhmchlár cliste seirbhíse do chustaiméirí é Aifanfan IM le haghaidh tacaíochta iardhíolacháin ar líne. Soláthraíonn an feidhmchlár cúnamh ionchuir, optamú próisis, agus cúntóir AI chun an cumarsáid déthreo idir gníomhairí seirbhíse agus tomhaltóirí a shimpliú. Aithníonn ionchur ilmhódach, lena n-áirítear ceamara agus guth, teangacha agus canúintí eachtracha chun tairseach an ionchuir a laghdú. Anailísíonn an cúntóir AI fachtóirí mothúchánacha i dtéacs comhrá i bhfíor-am agus molann sé ábhar freagartha tapa. Úsáidtear aithint urlabhra, aithint íomhánna, agus próiseáil teanga nádúrtha.
The Recognition
About the Duais Iarainn A' Design Award
Bhuaigh an dearadh Aifanfan IM Feidhm Bhunúsach: Feidhmchlár Seirbhíse do Chustaiméirí Duais Iarainn A' Design Award, aitheantas gradamach a bhronntar ar dhea-dhearaí a chomhlíonann na riachtanais ghairmiúla agus thionsclaíocha a bhíonn á n-éileamh ó chruthuithe a ndearnadh go maith iad. Léiríonn buaiteoirí Iarainn scil mhór, speisialtóireacht ard, tuiscint saineolaí agus cumas cruthaitheach a gcruthaitheoirí. Táthar ag súil go mbeidh an dearadh Aifanfan IM Feidhm Bhunúsach: Feidhmchlár Seirbhíse do Chustaiméirí ina chruthú a bhfuil an-mheas air, a n-ardaítear agus a ghráitear atá praiticiúil agus nuálach. Comhtháthaíonn an dearadh seo a bhuaigh Duais Iarainn A' Design Award na cleachtais is fearr sa tionscal agus tá saintréithe teicniúla inniúla aige nasctha le heolas agus le tallann. Tá meas ar an dearadh Aifanfan IM Feidhm Bhunúsach: Feidhmchlár Seirbhíse do Chustaiméirí as a dhúthracht agus dearadh é chun feabhsuithe cáilíochta beatha a sholáthar a chabhraíonn leis an domhan a dhéanamh ina áit níos fearr.
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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