Aifanfan IM App

Press Kit

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.

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.

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.

Colors of Aifanfan IM App