Aifanfan IM 客戶服務應用程式 by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award 鐵獎 in 資訊科技設計 Competition Category.
鐵資訊科技· 2023
Aifanfan IM 客戶服務應用程式
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
A' Design Award 鐵獎 Winner in 資訊科技 Category
Verified Award Winner
Verify Award Status for #144072The Design
About Aifanfan IM 客戶服務應用程式
愛番番IM係一款用於網上售後支援嘅智能客戶服務應用程式。呢個應用程式提供輸入輔助、流程優化，以及AI助手，簡化客服人員同消費者之間嘅雙向溝通。多模態輸入功能，包括鏡頭同語音輸入，可以識別外語同方言，降低輸入門檻。AI助手實時分析對話文本入面嘅情感因素，並推薦快速回應內容。當中運用咗語音識別、圖像識別同自然語言處理技術。
The Recognition
About the A' Design Award 鐵獎
Aifanfan IM 客戶服務應用程式是 A' Design Award 鐵獎得主，這是授予滿足人們對設計精良的創作所期待的專業與工業要求的優良設計的聲望認可。鐵獎得主展現出其創作者的高超技藝、高度專業化、專家級的理解力和創造能力。預計Aifanfan IM 客戶服務應用程式將成為一件備受推崇、令人欽佩且被珍愛的創作，既實用又創新。這件贏得 A' Design Award 鐵獎的設計整合了行業最佳實踐，並擁有與專業知識和才華相結合的稱職技術特性。Aifanfan IM 客戶服務應用程式因其嚴謹而受到尊重，旨在提供有助於讓世界變得更美好的生活品質改善。
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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