Aifanfan IM Klantenserviceapplicatie by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award in IJzer in Informatietechnologie Ontwerp Competition Category.
IJzerInformatietechnologie· 2023
Aifanfan IM Klantenserviceapplicatie
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
A' Design Award in IJzer Winner in Informatietechnologie Category
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- Verified Award Winner
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The Design
About Aifanfan IM Klantenserviceapplicatie
Aifanfan IM is een slimme klantenserviceapplicatie voor online aftersales-ondersteuning. De applicatie biedt invoerondersteuning, procesoptimalisatie en een AI-assistent om tweerichtingscommunicatie tussen servicemedewerkers en consumenten te vereenvoudigen. Multimodale invoer, waaronder camera en spraak, herkent vreemde talen en dialecten om de invoerdrempel te verlagen. De AI-assistent analyseert emotionele factoren in dialoogtekst in real time en beveelt snelle reactie-inhoud aan. Spraakherkenning, beeldherkenning en natuurlijke taalverwerking worden hierbij ingezet.
The Recognition
About the A' Design Award in IJzer
Aifanfan IM Klantenserviceapplicatie is winnaar van de A' Design Award in IJzer, een prestigieuze erkenning die wordt toegekend aan goede ontwerpen die voldoen aan de professionele en industriële eisen die worden verwacht van goed ontworpen creaties. Winnaars in IJzer tonen grote vaardigheid, hoge specialisatie, deskundig inzicht en het creatieve vermogen van hun makers. Aifanfan IM Klantenserviceapplicatie wordt verwacht een hooggewaardeerde, bewonderde en gekoesterde creatie te zijn die praktisch en innovatief is. Dit ontwerp dat de A' Design Award in IJzer heeft gewonnen, integreert de beste praktijken uit de sector en heeft bekwame technische kenmerken die verbonden zijn met knowhow en talent. Aifanfan IM Klantenserviceapplicatie wordt gerespecteerd om zijn grondigheid en is ontworpen om verbeteringen van de levenskwaliteit te bieden die helpen de wereld een betere plek te maken.
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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