Aifanfan IM Kev Pab Tswv Cuab Neeg Siv Khoom by Baidu Online Network Technology Beijing

Aifanfan IM Kev Pab Tswv Cuab Neeg Siv Khoom by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award Hlau in Tsim Thev Naus Laus Zis Xov Xwm Competition Category.

HlauThev Naus Laus Zis Xov Xwm· 2023

Aifanfan IM Kev Pab Tswv Cuab Neeg Siv Khoom

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

A' Design Award Hlau Winner in Thev Naus Laus Zis Xov Xwm Category

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Verified Award Winner

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View at A' Design Award Press Release Award Badge

Colors

The Design

About Aifanfan IM Kev Pab Tswv Cuab Neeg Siv Khoom

Aifanfan IM yog ib qho khoom siv IT ntse rau kev pab cuam tom qab muag khoom hauv online. Qhov khoom siv no muab kev pab txhawb rau kev sau lus, kev txhim kho txheej txheem ua haujlwm, thiab ib tug AI pab tswv cuab los txo qis kev sib txuas lus ob sab ntawm cov neeg ua haujlwm pab cuam thiab cov neeg siv khoom. Kev sau lus ntau hom, xws li kev siv duab thiab lus hais, paub txog cov lus txawv teb chaws thiab lus hais tsis sib xws los txo qis qib kev sau lus. Tus AI pab tswv cuab txheeb xyuas cov ntsiab lus kev xav hauv cov lus sib tham tam sim ntawd thiab qhia cov ntsiab lus teb sai. Kev paub lus hais, kev paub duab, thiab kev ua haujlwm ntawm lus neeg (natural language processing) yog cov cuab yeej siv rau qhov khoom siv no.

The Recognition

About the A' Design Award Hlau

Aifanfan IM Kev Pab Tswv Cuab Neeg Siv Khoom yog tus yeej ntawm A' Design Award Hlau, ib qho kev lees paub muaj meej mom uas muab rau cov qauv tsim zoo uas ua tau raws li cov kev xav tau ntawm kev ua haujlwm thiab kev lag luam uas xav tau los ntawm cov khoom tsim zoo. Cov neeg yeej Hlau qhia txog kev txawj loj, kev paub tshwj xeeb siab, kev nkag siab ntawm cov kws tshaj lij thiab lub peev xwm tsim ntawm cov neeg tsim. Aifanfan IM Kev Pab Tswv Cuab Neeg Siv Khoom xav tias yuav yog ib qho khoom tsim uas neeg hwm, qhuas thiab hlub uas siv tau thiab tsim tshiab. Cov qauv tsim yeej A' Design Award Hlau no sib xyaw cov kev coj ua zoo tshaj plaws ntawm kev lag luam thiab muaj cov yam ntxwv siv tshuab txawj ntse txuas nrog kev paub thiab txuj ci. Aifanfan IM Kev Pab Tswv Cuab Neeg Siv Khoom tau txais kev hwm vim nws tag nrho thiab tsim los muab kev txhim kho rau lub neej uas pab ua rau lub ntiaj teb zoo dua.

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