FOR IMMEDIATE RELEASE

Smart Customer Service System Redefines Online Communication

Baidu Online Network Technology. Beijing introduces Aifanfan IM, a revolutionary smart customer service system designed to simplify online communication and enhance user satisfaction. The application, developed in Beijing in April 2021 and launched in China in October 2021, leverages Baidu's cutting-edge AI technologies to optimize the two-way communication process for both customers and service providers.

The system boasts a range of unique features, including input assistance, process optimization, and AI assistant, all aimed at lowering the threshold for users unfamiliar with smart devices and improving service efficiency. Aifanfan IM supports multi-device and multi-scenario input switching, making the communication process easier and more convenient for all parties involved.

Utilizing speech recognition, image recognition, and natural language processing, Aifanfan IM offers multi-modal input methods, including camera and voice input, and can recognize foreign languages and dialects to lower the input threshold. 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.

The application is the result of extensive research, including a questionnaire survey by the design team, to identify the pain points of users and customer service. By analyzing user sentiment, usage scenarios, and current design trends, the team successfully balanced the two-way needs of customer service and users, ensuring that process optimization of one end does not impose a burden on the other.

Baidu, a Chinese multinational technology company, envisions becoming the world's top high-tech company that understands users and helps them grow. Aifanfan IM's recognition with the Iron A' Design Award in 2023 further solidifies Baidu's commitment to making the complex world simpler with technology.

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