Aifanfan IM Galuega Autu: Polokalame Tautua Tagata Faatau by Baidu Online Network Technology Beijing

Aifanfan IM Galuega Autu: Polokalame Tautua Tagata Faatau by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award Uʻamea in Tekinolosi Fa'amatalaga Competition Category.

UʻameaTekinolosi Fa'amatalaga· 2023

Aifanfan IM Galuega Autu: Polokalame Tautua Tagata Faatau

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

A' Design Award Uʻamea Winner in Tekinolosi Fa'amatalaga Category

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Verified Award Winner

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View at A' Design Award Press Release Award Badge

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The Design

About Aifanfan IM Galuega Autu: Polokalame Tautua Tagata Faatau

Tusitusiga o le Tusi: O le Aifanfan IM o se polokalame tautua tagata faatau atamai mo le lagolago i le auiluina o oloa i luga o le initaneti. E maua mai i le polokalame le fesoasoani i le tuuina atu o faamatalaga, le faaleleia o faiga, ma se fesoasoani AI e faafaigofie ai fesootaiga i le va o luaga uma o le au tautua ma tagata faatau. O le tuuina atu o faamatalaga i auala eseese, e aofia ai le meapueata ma le leo, e iloa ai gagana ma gagana faaleaganuu ese e faaitiitia ai le faigata o le tuuina atu o faamatalaga. E suesueina e le fesoasoani AI faavae o lagona i totonu o tusitusiga talanoaga i le taimi moni ma fautua mai ai ni tali vave e talafeagai. O loo faaaogaina foi le iloaina o le leo, iloaina o ata, ma le faagasologa o le gagana faalenatura.

The Recognition

About the A' Design Award Uʻamea

O le A' Design Award Uʻamea na manumalo ai Aifanfan IM Galuega Autu: Polokalame Tautua Tagata Faatau, o se faamaoniga mamalu e tuuina atu i mamanu lelei e faataunuu ai manaʻoga faapolofesa ma pisinisi e faamoemoeina mai galuega ua mamanuina lelei. O ē manumalo i le Uʻamea e faaalia ai le tomai tele, le faapitoa maualuga, le malamalama o tagata poto ma le mafai fatufatuaʻi o ē na faia. E faamoemoeina Aifanfan IM Galuega Autu: Polokalame Tautua Tagata Faatau e avea ma mea ua matuā vivii, mataʻina ma pelepelea e aogā ma fou. O lenei mamanu na manumalo i le A' Design Award Uʻamea e tuufaatasia ai faiga sili o le pisinisi ma e iai uiga faatekonolosi mafai ua fesoʻotaʻi ma le poto ma le taleni. Ona o lona faatuatuaina, e tatau ai Aifanfan IM Galuega Autu: Polokalame Tautua Tagata Faatau ona faaaloalogia ma ua mamanuina e tuuina mai ai faaleleiga o le olaga e fesoasoani e faia ai e le lalolagi se nofoaga e sili atu ona lelei.

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