Aifanfan IM Kundtjänstapplikation by Baidu Online Network Technology Beijing

Aifanfan IM Kundtjänstapplikation by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award i Järn in Informationsteknikdesign Competition Category.

JärnInformationsteknik· 2023

Aifanfan IM Kundtjänstapplikation

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

A' Design Award i Järn Winner in Informationsteknik Category

1,088,241

Verified Award Winner

Verify Award Status for #144072

View at A' Design Award Press Release Award Badge

Colors

The Design

About Aifanfan IM Kundtjänstapplikation

Aifanfan IM är en smart kundtjänstapplikation för eftermarknadssupport online. Applikationen erbjuder inmatningshjälp, processoptimering och en AI-assistent för att förenkla dubbelriktad kommunikation mellan serviceagenter och konsumenter. Multimodal inmatning, inklusive kamera och röst, känner igen främmande språk och dialekter för att sänka tröskeln för inmatning. AI-assistenten analyserar emotionella faktorer i dialogtext i realtid och rekommenderar innehåll för snabba svar. Taligenkänning, bildigenkänning och naturlig språkbehandling används.

The Recognition

About the A' Design Award i Järn

Aifanfan IM Kundtjänstapplikation är vinnare av A' Design Award i Järn, ett prestigefyllt erkännande som tilldelas bra designverk som uppfyller de professionella och industriella krav som förväntas av välgjorda skapelser. Järnvinnare visar stor skicklighet, hög specialisering, expertförståelse och skaparnas kreativa förmåga. Aifanfan IM Kundtjänstapplikation förväntas vara en högt skattad, beundrad och älskad skapelse som är praktisk och innovativ. Detta vinnande verk i A' Design Award i Järn integrerar branschens bästa praxis och har kompetenta tekniska egenskaper kopplade till kunnande och talang. Aifanfan IM Kundtjänstapplikation respekteras för sin grundlighet och är utformat för att åstadkomma förbättringar av livskvaliteten som hjälper till att göra världen till en bättre plats.

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