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Conversation voice monitoring method and system

A voice and voice data technology, applied in voice analysis, voice recognition, instruments, etc., can solve problems such as generality, easy to miss detection, and biased evaluation of customer service attitudes.

Active Publication Date: 2016-01-20
科大讯飞长江信息科技有限公司
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AI Technical Summary

Problems solved by technology

The existing manual spot check method is prone to missing checks, and the labor cost is also high
The simple analysis of recording data by machine is only suitable for offline analysis of voice signals, and cannot effectively monitor the service quality of customer service personnel in real time.
In addition, the simple analysis of the recording data by the machine only makes a general analysis and monitors the service attitude of the customer service personnel, which will lead to a biased and general evaluation of the service attitude of the customer service personnel, and the customer service personnel cannot effectively know what they are specifically service quality issues

Method used

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  • Conversation voice monitoring method and system
  • Conversation voice monitoring method and system

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Embodiment Construction

[0092] In order to enable those skilled in the art to better understand the solutions of the embodiments of the present invention, the embodiments of the present invention will be further described in detail below in conjunction with the drawings and implementations.

[0093] Such as figure 1 Shown is the flow chart of the call voice monitoring method of the embodiment of the present invention, comprising the following steps:

[0094] Step 101, respectively collecting voice data of the conversation between the server and the client in real time.

[0095] When collecting voice data, the voice data of the server and the client can be collected in real time through two different recording channels. Specifically, the voice data of the server can be directly collected from the physical sound card by means of recording in real time, a virtual sound card can be installed on the client, and the voice data of the client can be collected through the virtual sound card. Certainly, othe...

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Abstract

The invention discloses a conversation voice monitoring method and system. The method comprises: collecting voice data of conversion of a server side and a client in real time; carrying out voice identification on the voice data of the service side and the client to obtain a server side identification text and a client identification text; and according to the conversation voice data of the server side and the corresponding identification text as well as the conversation voice data of the client and the corresponding identification text, carrying out real-time monitoring on the conversation voice of the server side. With the method and system, comprehensive and real-time monitoring of conversation voices of the customer service staff can be realized; and the service quality of the customer service staff is improved.

Description

technical field [0001] The invention relates to the field of voice signal processing, in particular to a method and system for monitoring voice in conversation. Background technique [0002] With the development and maturity of network, communication and computer technology, more and more enterprises present the characteristics of electronic, remote, virtual and network. The communication between customers and enterprises has also developed from face-to-face communication and communication to communication and communication based on remote smart devices such as the Internet and telephone. More and more large enterprises provide services to customers by setting up call centers, and the customer service personnel of the call centers answer the calls of customers through the server. The customer service personnel provide a large number of telephone voice services through the server every day and handle the diverse service needs of customers. The service needs include pre-sale ...

Claims

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Application Information

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IPC IPC(8): G10L15/26G10L25/60
Inventor 吴奎王影王平华刘江
Owner 科大讯飞长江信息科技有限公司
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