Aifanfan IM Customer Service Application by Baidu Online Network Technology Beijing

Aifanfan IM Customer Service Application by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award na Bakal in Disenyo ng Teknolohiyang Pang-impormasyon Competition Category.

BakalTeknolohiyang Pang-impormasyon· 2023

Aifanfan IM Customer Service Application

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

A' Design Award na Bakal Winner in Teknolohiyang Pang-impormasyon 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 Customer Service Application

Ang Aifanfan IM ay isang matalinong customer service application para sa online after sales support. Ang application ay nagbibigay ng tulong sa pag-input, pag-optimize ng proseso, at isang AI assistant upang gawing mas simple ang two-way na komunikasyon sa pagitan ng mga service agent at mga konsumer. Ang multi modal na input, kabilang ang camera at boses, ay nakakakilala ng mga banyagang wika at diyalekto upang mapababa ang input threshold. Ang AI assistant ay nagsusuri ng mga emosyonal na salik sa dialogue text nang real time at nagrerekomenda ng mabilisang tugon na nilalaman. Ginagamit ang speech recognition, image recognition, at natural language processing.

The Recognition

About the A' Design Award na Bakal

Ang Aifanfan IM Customer Service Application ay nagwagi ng A' Design Award na Bakal, isang prestihiyosong pagkilalang iginagawad sa mga mahuhusay na disenyong tumutugon sa mga propesyonal at pang-industriyang kinakailangang inaasahan sa mga mahusay na pagkakadisenyong likha. Ang mga nagwagi ng Bakal ay nagpapakita ng dakilang husay, mataas na espesyalisasyon, dalubhasang pag-unawa at kakayahang malikhain ng kanilang mga lumikha. Inaasahang ang Aifanfan IM Customer Service Application ay isang lubos na pinahahalagahan, hinahangaan at minamahal na likhang praktikal at makabago. Ang disenyong ito na nagwagi ng A' Design Award na Bakal ay nagsasama ng pinakamahuhusay na kasanayan ng industriya at may mahuhusay na katangiang teknikal na may kasamang kaalaman at talento. Ang Aifanfan IM Customer Service Application ay iginagalang dahil sa kaingatan nito at idinisenyo upang maghatid ng mga pagpapabuti sa kalidad ng buhay na tumutulong gawing mas mabuting lugar ang mundo.

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