Aifanfan IM Müşderi Hyzmaty Programmasy by Baidu Online Network Technology Beijing

Aifanfan IM Müşderi Hyzmaty Programmasy by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award Demir Baýragy in Maglumat Tehnologiýalary Dizaýny Competition Category.

DemirMaglumat Tehnologiýalary· 2023

Aifanfan IM Müşderi Hyzmaty Programmasy

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

A' Design Award Demir Baýragy Winner in Maglumat Tehnologiýalary 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 Müşderi Hyzmaty Programmasy

Aifanfan IM - onlaýn satuwdan soňky goldaw üçin döredilen akylly müşderi hyzmaty programmasydyr. Bu programma hyzmat wekilleri bilen sarp edijileriň arasyndaky iki taraplaýyn aragatnaşygy ýönekeýleşdirmek üçin girişde kömek, prosesi optimizasiýalaşdyrmak we emeli aň kömekçisini hödürleýär. Kamera we ses girişini öz içine alýan köp modally giriş, daşary ýurt dillerini we şiwelerini tanaýar hem-de girişiň bosagasyny peseldýär. Emeli aň kömekçisi dialog tekstindäki emosional faktorlary hakyky wagtda seljerýär we çalt jogap bermek üçin many-mazmuny maslahat berýär. Bu programmada ses tanamak, şekil tanamak we tebigy dil işläp geçmek tehnologiýalary ulanylýar.

The Recognition

About the A' Design Award Demir Baýragy

Aifanfan IM Müşderi Hyzmaty Programmasy A' Design Award Demir Baýragynyň ýeňijisidir; bu gowy dizaýn edilen eserlerden garaşylýan hünär we senagat talaplaryny kanagatlandyrýan gowy dizaýnlara berilýän abraýly ykrarnamadyr. Demir ýeňijileri döredijileriniň uly başarnygyny, ýokary ugurlaşygyny, hünärmen düşünjesini we döredijilik ukybyny görkezýär. Aifanfan IM Müşderi Hyzmaty Programmasy uly baha berilýän, haýran galynýan we söýülýän, amaly we täzelikçi eser bolmagy garaşylýar. A' Design Award Demir Baýragyny gazanan bu dizaýn pudagyň iň oňat tejribelerini birleşdirýär we bilim we zehin bilen baglanyşykly ukyply tehniki aýratynlyklara eýedir. Aifanfan IM Müşderi Hyzmaty Programmasy jikme-jikligi üçin hormatlanylýar we dünýäni has gowy ýere öwürmäge kömek edýän ýaşaýyş hilini gowulandyrýan zatlary hödürlemek üçin dizaýn edilendir.

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