Aifanfan IM Aplikacija za pomoč strankam by Baidu Online Network Technology Beijing

Aifanfan IM Aplikacija za pomoč strankam by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 Železna nagrada A' Design Award in Oblikovanje informacijskih tehnologij Competition Category.

ŽeleznaInformacijske tehnologije· 2023

Aifanfan IM Aplikacija za pomoč strankam

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

Železna nagrada A' Design Award Winner in Informacijske tehnologije Category

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Verified Award Winner
Verify Award Status for #144072

View at A' Design Award Press Release Award Badge

Colors

The Design

About Aifanfan IM Aplikacija za pomoč strankam

Aifanfan IM je pametna aplikacija za pomoč strankam, namenjena spletni poprodajni podpori. Aplikacija zagotavlja pomoč pri vnosu, optimizacijo procesov in umetno inteligenco za poenostavitev dvosmerne komunikacije med agenti za podporo in potrošniki. Večmodalni vnos, vključno s kamero in glasom, prepoznava tuje jezike in narečja, s čimer se zniža prag za vnos. Pomočnik z umetno inteligenco v realnem času analizira čustvene dejavnike v besedilu pogovora in priporoča vsebino za hitre odgovore. Uporabljeni so prepoznavanje govora, prepoznavanje slik in obdelava naravnega jezika.

The Recognition

About the Železna nagrada A' Design Award

Aifanfan IM Aplikacija za pomoč strankam je prejemnik Železne nagrade A' Design Award, prestižnega priznanja, ki se podeljuje dobrim oblikovanjem, ki izpolnjujejo profesionalne in industrijske zahteve, pričakovane od dobro zasnovanih stvaritev. Prejemniki Železne nagrade kažejo veliko spretnost, visoko specializacijo, strokovno razumevanje in ustvarjalne zmožnosti svojih ustvarjalcev. Od Aifanfan IM Aplikacija za pomoč strankam se pričakuje, da bo visoko cenjena, občudovana in ljubljena stvaritev, ki je praktična in inovativna. To oblikovanje, nagrajeno z Železno nagrado A' Design Award, vključuje najboljše prakse panoge in ima kompetentne tehnične lastnosti, povezane s strokovnim znanjem in talentom. Zaradi svoje temeljitosti si Aifanfan IM Aplikacija za pomoč strankam zasluži spoštovanje in je zasnovan tako, da zagotavlja izboljšave kakovosti življenja, ki pomagajo narediti svet boljši kraj.

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