Aifanfan IM Kazi Kuu: Programu ya Huduma kwa Wateja by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 Tuzo ya Chuma ya A' Design Award in Usanifu wa Teknolojia ya Habari Competition Category.
ChumaTeknolojia ya Habari· 2023
Aifanfan IM Kazi Kuu: Programu ya Huduma kwa Wateja
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
Tuzo ya Chuma ya A' Design Award Winner in Teknolojia ya Habari Category
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- Verified Award Winner
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The Design
About Aifanfan IM Kazi Kuu: Programu ya Huduma kwa Wateja
Maandishi ya Kitabu: Aifanfan IM ni programu janja ya huduma kwa wateja kwa ajili ya msaada wa mtandaoni baada ya mauzo. Programu hii hutoa msaada wa uwekaji taarifa, uboreshaji wa mchakato, na msaidizi wa akili bandia (AI) ili kurahisisha mawasiliano ya njia mbili kati ya mawakala wa huduma na wateja. Uwekaji taarifa wa hali mbalimbali, ikiwemo kamera na sauti, hutambua lugha za kigeni na lahaja mbalimbali ili kupunguza kizingiti cha uwekaji taarifa. Msaidizi wa AI huchambua vipengele vya kihisia katika maandishi ya mazungumzo kwa wakati halisi na kupendekeza maudhui ya majibu ya haraka. Utambuzi wa sauti, utambuzi wa picha, na uchakataji wa lugha asilia hutumika katika programu hii.
The Recognition
About the Tuzo ya Chuma ya A' Design Award
Aifanfan IM Kazi Kuu: Programu ya Huduma kwa Wateja ni mshindi wa Tuzo ya Chuma ya A' Design Award, utambuzi wenye heshima unaotolewa kwa miundo mizuri inayokidhi mahitaji ya kitaalamu na ya kiviwanda yanayotarajiwa kutoka kwa kazi zilizobuniwa vizuri. Washindi wa Chuma huonyesha ustadi mkubwa, utaalamu wa hali ya juu, uelewa wa kitaalamu na uwezo wa kibunifu wa waumbaji wao. Aifanfan IM Kazi Kuu: Programu ya Huduma kwa Wateja inatarajiwa kuwa kazi inayothaminiwa sana, kupendwa na kuenziwa, ambayo ni ya vitendo na bunifu. Muundo huu ulioshinda Tuzo ya Chuma ya A' Design Award unajumuisha mbinu bora za tasnia na una sifa za kiufundi zenye uwezo zilizounganishwa na ujuzi na kipaji. Aifanfan IM Kazi Kuu: Programu ya Huduma kwa Wateja inaheshimiwa kwa uangalifu wake na imebuniwa kutoa maboresho ya ubora wa maisha yanayosaidia kuufanya ulimwengu kuwa mahali bora zaidi.
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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