Aifanfan IM Kundeserviceapplikasjon by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award i Jern in Informasjonsteknologidesign Competition Category.
JernInformasjonsteknologi· 2023
Aifanfan IM Kundeserviceapplikasjon
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
A' Design Award i Jern Winner in Informasjonsteknologi Category
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The Design
About Aifanfan IM Kundeserviceapplikasjon
Aifanfan IM er en smart kundeserviceapplikasjon for support etter salg på nett. Applikasjonen tilbyr inndataassistanse, prosessoptimalisering og en AI-assistent som forenkler toveis kommunikasjon mellom servicemedarbeidere og forbrukere. Multimodal inndata, inkludert kamera og stemme, gjenkjenner fremmedspråk og dialekter for å senke terskelen for inndata. AI-assistenten analyserer emosjonelle faktorer i dialogtekst i sanntid og anbefaler hurtigsvarinnhold. Talegjenkjenning, bildegjenkjenning og naturlig språkbehandling benyttes.
The Recognition
About the A' Design Award i Jern
Aifanfan IM Kundeserviceapplikasjon er vinner av A' Design Award i Jern, en prestisjefylt anerkjennelse som tildeles gode design som oppfyller de profesjonelle og industrielle kravene man forventer av veldesignede skaperverk. Jernvinnere viser stor dyktighet, høy spesialisering, ekspertforståelse og kreativ kapasitet hos skaperne. Aifanfan IM Kundeserviceapplikasjon forventes å være et høyt ansett, beundret og verdsatt skaperverk som er praktisk og nyskapende. Dette designet, som har vunnet A' Design Award i Jern, integrerer bransjens beste praksis og har kompetente tekniske egenskaper knyttet til kunnskap og talent. Aifanfan IM Kundeserviceapplikasjon respekteres for sin grundighet og er utformet for å gi forbedringer i livskvalitet som bidrar til å gjøre verden til et bedre sted.
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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