Aifanfan IM カスタマーサービスアプリケーション by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award 鉄賞 in 情報技術デザイン Competition Category.
鉄情報技術· 2023
Aifanfan IM カスタマーサービスアプリケーション
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
A' Design Award 鉄賞 Winner in 情報技術 Category
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The Design
About Aifanfan IM カスタマーサービスアプリケーション
Aifanfan IMは、オンラインアフターサービス向けのスマートカスタマーサービスアプリケーションです。本アプリケーションは、入力支援、プロセス最適化、AIアシスタントを提供し、サービス担当者と消費者との双方向コミュニケーションを簡素化します。カメラや音声を含むマルチモーダル入力により、外国語や方言を認識し、入力のハードルを下げます。AIアシスタントは対話テキスト内の感情要素をリアルタイムで分析し、迅速な返信内容を提案します。音声認識、画像認識、自然言語処理の技術が活用されています。
The Recognition
About the A' Design Award 鉄賞
Aifanfan IM カスタマーサービスアプリケーションは、よく設計された創造物に期待される専門的・産業的要件を満たす優れたデザインに授与される、権威ある評価である A' Design Award 鉄賞の受賞作品です。鉄賞の受賞作品は、制作者の高い技量、高度な専門性、専門家としての理解、創造的な能力を示しています。Aifanfan IM カスタマーサービスアプリケーションは、高く評価され、称賛され、愛される、実用的で革新的な創造物であることが期待されます。この A' Design Award 鉄賞を受賞したデザインは、業界のベストプラクティスを統合し、ノウハウと才能に結びついた有能な技術的特性を備えています。Aifanfan IM カスタマーサービスアプリケーションは、その徹底ぶりで尊敬され、世界をより良い場所にするための生活の質の向上をもたらすよう設計されています。
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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