Aifanfan IM Uhlelo Lokusiza Amakhasimende by Baidu Online Network Technology Beijing

Aifanfan IM Uhlelo Lokusiza Amakhasimende by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 Umklomelo Wensimbi we-A' Design Award in Ezobuchwepheshe Bolwazi Competition Category.

InsimbiEzobuchwepheshe Bolwazi· 2023

Aifanfan IM Uhlelo Lokusiza Amakhasimende

by Baidu Online Network Technology Beijing

Client: Baidu Online Network Technology. Beijing

Umklomelo Wensimbi we-A' Design Award Winner in Ezobuchwepheshe Bolwazi Category

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The Design

About Aifanfan IM Uhlelo Lokusiza Amakhasimende

Aifanfan IM luhlelo lwekhompyutha oluhlakaniphile lokusiza amakhasimende lokwesekela ngemuva kokuthengiswa kwezinto ku-inthanethi. Uhlelo luhlinzeka ngosizo lokufaka imininingwane, ukuthuthukiswa kwezinqubo, kanye nomsizi we-AI ukwenza lula ukuxhumana okuhamba ngazo zombili izindlela phakathi kwabameleli bezinsizakalo nabathengi. Ukufaka imininingwane okuhlukahlukene, okuhlanganisa ikhamera nezwi, kuyakwazi ukubona izilimi zangaphandle namagama endawo ukuze kwehliswe izinga eliphezulu lokufaka imininingwane. Umsizi we-AI uhlaziya izici zomzwelo embhalweni wengxoxo ngesikhathi sangempela futhi unconye okuqukethwe kwempendulo esheshayo. Ukubona izwi, ukubona izithombe, kanye nokucutshungulwa kolimi lwemvelo kuyasetshenziswa.

The Recognition

About the Umklomelo Wensimbi we-A' Design Award

Aifanfan IM Uhlelo Lokusiza Amakhasimende iwinile uMklomelo Wensimbi we-A' Design Award, ukwaziswa okuhloniphekile okunikezwa imiklamo emihle ehlangabezana nezidingo zobungcweti nezemboni ezilindelekile ezimpahleni ezihlelwe kahle. Abawinile beNsimbi babonisa ikhono elikhulu, ubungcweti obuphezulu, ukuqonda kochwepheshe namandla okudala abadali babo. Aifanfan IM Uhlelo Lokusiza Amakhasimende ilindeleke ukuba ibe yinto exatshwa kakhulu, edunyiswayo nethandwayo esebenzayo nenezinto ezintsha. Lo mklamo owinile uMklomelo Wensimbi we-A' Design Award uhlanganisa izindlela ezinhle kakhulu zemboni futhi unezimfanelo zobuchwepheshe ezifanelekile ezihlanganiswe nolwazi nethalente. Aifanfan IM Uhlelo Lokusiza Amakhasimende iyahlonishwa ngenxa yokucophelela kwayo futhi ihlelelwe ukulethela izinguquko zomgangatho wempilo ezisiza ukwenza umhlaba ube yindawo engcono.

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