Aifanfan IM Þjónustuforrit fyrir viðskiptavini by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award í járni in Hönnun upplýsingatækni Competition Category.
JárnUpplýsingatækni· 2023
Aifanfan IM Þjónustuforrit fyrir viðskiptavini
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
A' Design Award í járni Winner in Upplýsingatækni Category
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The Design
About Aifanfan IM Þjónustuforrit fyrir viðskiptavini
Aifanfan IM er snjallt þjónustuforrit fyrir viðskiptavini sem sinnir eftirsöluþjónustu á netinu. Forritið býður upp á innsláttarhjálp, hagræðingu vinnuferla og gervigreindaraðstoðarmann til að einfalda tvíhliða samskipti milli þjónustufulltrúa og viðskiptavina. Margháttað innslátt, þar á meðal með myndavél og rödd, greinir erlend tungumál og mállýskur til að lækka þröskuld innsláttar. Gervigreindaraðstoðarmaðurinn greinir tilfinningaþætti í samtalstexta í raunatíma og mælir með skjótum svarefnum. Talgreining, myndgreining og náttúrulegt málúrvinnsla eru notuð.
The Recognition
About the A' Design Award í járni
Aifanfan IM Þjónustuforrit fyrir viðskiptavini vann A' Design Award í járni, virta viðurkenningu sem veitt er góðum hönnunarverkum sem uppfylla þær faglegu og iðnaðarlegu kröfur sem gerðar eru til vel hannaðra sköpunarverka. Sigurvegarar í járni sýna mikla færni, mikla sérhæfingu, sérfræðiskilning og skapandi getu höfunda sinna. Þess er vænst að Aifanfan IM Þjónustuforrit fyrir viðskiptavini sé mjög metið, dáð og elskað sköpunarverk sem er hagnýtt og nýstárlegt. Þetta hönnunarverk sem vann A' Design Award í járni sameinar bestu starfsvenjur greinarinnar og hefur hæfa tæknilega eiginleika tengda þekkingu og hæfileikum. Aifanfan IM Þjónustuforrit fyrir viðskiptavini er virt fyrir nákvæmni sína og er hannað til að veita lífsgæðabætur sem hjálpa til við að gera heiminn að betri stað.
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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