Aifanfan IM App by Baidu Online Network Technology Beijing |
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| DESIGN NAME: Aifanfan IM PRIMARY FUNCTION: App 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. UNIQUE PROPERTIES / PROJECT DESCRIPTION: 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. OPERATION / FLOW / INTERACTION: 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. PROJECT DURATION AND LOCATION: The project was designed and developed in Beijing in April 2021 and went live in China in October 2021 |
PRODUCTION / REALIZATION TECHNOLOGY: It uses the leading AI technologies of Baidu, such as speech recognition, image recognition, and natural language processing. SPECIFICATIONS / TECHNICAL PROPERTIES: - TAGS: Customer service system, Program, Online customer service, After-sales service, AI technology RESEARCH ABSTRACT: 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. 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. ADDED DATE: 2022-09-01 02:21:37 TEAM MEMBERS (12) : Yuan Lu, Fengyang Wang, Yujie Shi, Yi Liao, Nuo Xu, Liying Li, Li Liu, Xue Luan, Tian Xie, Lu Gan, Yanyan Wei and Jingjing Luo IMAGE CREDITS: Baidu Online Network Technology Beijing, 2022. |
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NAME: Baidu Online Network Technology. Beijing PROFILE: Baidu is a Chinese multinational technology company specializing in Internet-related services and products and artificial intelligence with the mission of "making the complex world simpler with technology". Baidu's vision is to become the world's top high-tech company that understands users and helps them grow. |
| AWARD DETAILS | |
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Aifanfan Im App by Baidu Online Network Technology Beijing is Winner in Information Technologies Design Category, 2022 - 2023.· Press Members: Login or Register to request an exclusive interview with Baidu Online Network Technology Beijing. · Click here to view the profile and other works by Baidu Online Network Technology Beijing. |
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