Aifanfan IM Aplikasi Perkhidmatan Pelanggan by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award Besi in Reka Bentuk Teknologi Maklumat Competition Category.
BesiTeknologi Maklumat· 2023
Aifanfan IM Aplikasi Perkhidmatan Pelanggan
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
A' Design Award Besi Winner in Teknologi Maklumat Category
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The Design
About Aifanfan IM Aplikasi Perkhidmatan Pelanggan
Aifanfan IM ialah aplikasi perkhidmatan pelanggan pintar untuk sokongan selepas jualan dalam talian. Aplikasi ini menyediakan bantuan input, pengoptimuman proses, dan pembantu AI untuk memudahkan komunikasi dua hala antara ejen perkhidmatan dan pengguna. Input pelbagai mod, termasuk kamera dan suara, mengenali bahasa asing dan dialek untuk merendahkan ambang input. Pembantu AI menganalisis faktor emosi dalam teks dialog secara masa nyata dan mencadangkan kandungan respons pantas. Pengecaman pertuturan, pengecaman imej, dan pemprosesan bahasa semula jadi digunakan.
The Recognition
About the A' Design Award Besi
Aifanfan IM Aplikasi Perkhidmatan Pelanggan ialah pemenang A' Design Award Besi, pengiktirafan yang berprestij yang dianugerahkan kepada reka bentuk yang baik yang memenuhi keperluan profesional dan industri yang dijangka daripada ciptaan yang direka dengan baik. Pemenang Besi menunjukkan kemahiran yang besar, kepakaran yang tinggi, kefahaman pakar dan keupayaan kreatif penciptanya. Aifanfan IM Aplikasi Perkhidmatan Pelanggan diharapkan menjadi ciptaan yang sangat dihargai, dikagumi dan disayangi yang praktikal dan inovatif. Reka bentuk pemenang A' Design Award Besi ini menyepadukan amalan terbaik industri dan mempunyai ciri teknikal yang kompeten yang dikaitkan dengan kepakaran dan bakat. Aifanfan IM Aplikasi Perkhidmatan Pelanggan dihormati kerana ketelitiannya dan direka untuk memberikan peningkatan kualiti hidup yang membantu menjadikan dunia tempat yang lebih baik.
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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