Aifanfan IM Klientu apkalpošanas lietotne by Baidu Online Network Technology Beijing

Aifanfan IM Klientu apkalpošanas lietotne by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 Dzelzs balva A' Design Award in Informācijas tehnoloģiju dizains Competition Category.

DzelzsInformācijas tehnoloģijas· 2023

Aifanfan IM Klientu apkalpošanas lietotne

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

Dzelzs balva A' Design Award Winner in Informācijas tehnoloģijas 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 Klientu apkalpošanas lietotne

Aifanfan IM ir viedā klientu apkalpošanas lietotne tiešsaistes pēcpārdošanas atbalstam. Lietotne nodrošina ievades palīdzību, procesu optimizāciju un MI asistentu, lai vienkāršotu divvirzienu saziņu starp servisa aģentiem un patērētājiem. Multimodāla ievade, tostarp kameras un balss ievade, atpazīst svešvalodas un dialektus, lai pazeminātu ievades slieksni. MI asistents reāllaikā analizē emocionālos faktorus dialoga tekstā un iesaka ātras atbildes saturu. Tiek izmantota runas atpazīšana, attēlu atpazīšana un dabiskās valodas apstrāde.

The Recognition

About the Dzelzs balva A' Design Award

Aifanfan IM Klientu apkalpošanas lietotne ir Dzelzs balvas A' Design Award ieguvējs, prestiža atzinība, ko piešķir labiem dizainiem, kas atbilst profesionālajām un rūpnieciskajām prasībām, kādas sagaidāmas no labi izstrādātiem darbiem. Dzelzs ieguvēji parāda to radītāju lielo prasmi, augsto specializāciju, ekspertu izpratni un radošo spēju. Sagaidāms, ka Aifanfan IM Klientu apkalpošanas lietotne būs augsti vērtēts, apbrīnots un cienīts darbs, praktisks un inovatīvs. Šis ar Dzelzs balvu apbalvotais dizains integrē nozares labāko praksi un tam ir kompetentas tehniskās īpašības, kas saistītas ar zinātību un talantu. Aifanfan IM Klientu apkalpošanas lietotne tiek cienīts par rūpību un ir izstrādāts, lai uzlabotu dzīves kvalitāti un palīdzētu padarīt pasauli labāku.

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