Aifanfan IM 고객 서비스 애플리케이션 by Baidu Online Network Technology Beijing

Aifanfan IM 고객 서비스 애플리케이션 by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award 철상 in 정보 기술 디자인 Competition Category.

철정보 기술· 2023

Aifanfan IM 고객 서비스 애플리케이션

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

A' Design Award 철상 Winner in 정보 기술 Category

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View at A' Design Award Press Release Award Badge

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The Design

About Aifanfan IM 고객 서비스 애플리케이션

Aifanfan IM은 온라인 애프터서비스 지원을 위한 스마트 고객 서비스 애플리케이션입니다. 이 애플리케이션은 입력 보조, 프로세스 최적화, AI 어시스턴트를 제공하여 상담원과 소비자 간의 양방향 소통을 간소화합니다. 카메라와 음성을 포함한 멀티모달 입력은 외국어와 방언을 인식하여 입력 장벽을 낮춥니다. AI 어시스턴트는 대화 텍스트에 담긴 감정 요소를 실시간으로 분석하고 신속한 응대 문구를 추천합니다. 음성 인식, 이미지 인식, 자연어 처리 기술이 활용되었습니다.

The Recognition

About the A' Design Award 철상

Aifanfan IM 고객 서비스 애플리케이션, 이 작품은 A' Design Award 철상 수상작으로, 잘 디자인된 창작물에 기대되는 전문적·산업적 요건을 충족하는 좋은 디자인에 수여되는 권위 있는 인정입니다. 철상 수상작은 창작자의 뛰어난 기술, 높은 전문성, 전문가다운 이해, 창의적 역량을 보여 줍니다. Aifanfan IM 고객 서비스 애플리케이션, 이 작품은 높이 평가받고 감탄과 사랑을 받는 창작물로서 실용적이고 혁신적일 것으로 기대됩니다. 이 철상 수상 디자인은 업계 모범 사례를 통합하며 노하우와 재능으로 연결된 유능한 기술적 특성을 갖추고 있습니다. Aifanfan IM 고객 서비스 애플리케이션, 이 작품은 철저함으로 존중받으며 삶의 질을 개선하여 세상을 더 나은 곳으로 만들도록 디자인되었습니다.

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