Method and system for automatically detecting customer service voices

An automatic detection and voice technology, applied in automatic exchange, monitoring/monitoring/test arrangement, telephone communication, etc., can solve problems such as error-prone, high cost, lack of credibility, etc., and achieve the effect of reducing error probability and labor cost

Inactive Publication Date: 2010-03-03
XIANGYANG BRANCH CHINA MOBILE GRP HUBEI CO LTD
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  • Abstract
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Problems solved by technology

[0007] The purpose of the present invention is to provide a customer service voice automatic detection method and detection system for automatically detecting the operation o...

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  • Method and system for automatically detecting customer service voices
  • Method and system for automatically detecting customer service voices
  • Method and system for automatically detecting customer service voices

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Embodiment Construction

[0019] The present invention will be described in detail below in conjunction with the accompanying drawings.

[0020] Such as figure 1 As shown, the customer service voice automatic detection system of the present invention includes: configuration module 12, according to the customer service center under test, set the test business process, generate test script 80; detection module 14, detect the customer service center under test according to test script 80, obtain detection Result 90: the processing module 16 generates a notification message according to the detection result 90 and writes the detection result into a database.

[0021] Such as figure 2 As shown, the detection module 14 specifically includes: a script parsing module 142, which parses the received test script 80 into a test process; a business driver module 144, which connects to the tested customer service center, and performs business selection according to the test process; a voice acquisition module 146,...

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Abstract

The invention discloses a method for automatically detecting customer service voices, which comprises the following steps of: generating a test script according to a preset test task; detecting a detected customer service center according to the test script; and processing a detection result. The invention also discloses a system for automatically detecting the customer service voices. By automatically detecting the voices of the customer service center, the method and the system of the invention obtain the current working condition of the customer service center for servicers to manage, thereby realizing automatization, batch and customization of the detecting process of the customer service center and reducing the error probability of the detection and the labor cost.

Description

technical field [0001] The invention relates to a mobile communication operation technology, in particular to a customer service voice automatic detection method and detection system. Background technique [0002] In the prior art, the detection of the voice operation of the customer service system adopts the method of artificially simulating the terminal user's call into the voice system, manually listening to and broadcasting the voice information, and manually judging the system operation status. The detection staff regularly tests the user number, simulates the external call-in special service number (such as 10086, etc.), and enters the corresponding sub-services (such as call fee inquiry, business consultation), and listens to the corresponding voice broadcast by the customer service system to determine the system operation . This approach has the following drawbacks: [0003] 1. Manual operation is prone to errors and omissions; [0004] 2. Increase labor costs and...

Claims

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Application Information

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IPC IPC(8): H04W24/00H04M3/22H04M3/493
Inventor 卢鸣
Owner XIANGYANG BRANCH CHINA MOBILE GRP HUBEI CO LTD
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