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Simulation test assessment system for customer service posts

A simulation test and post technology, applied in the field of simulation test assessment system, to save labor costs and improve test efficiency

Inactive Publication Date: 2017-11-21
XIAMEN KUAISHANGTONG TECH CORP LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

This method not only needs to spend a lot of human resources, but also inevitably has unfair factors such as subjective tendencies in the assessment.

Method used

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Examples

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Embodiment Construction

[0022] In order to make the technical problems to be solved by the present invention, technical solutions and beneficial effects clearer and clearer, the present invention will be described in further detail below in conjunction with the examples. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0023] A simulated test assessment system for customer service positions of the present invention, which includes a knowledge base, a voiceprint login module, a noise processing module, a voice emotion evaluation module, a dialogue module, a semantic recognition module, a semantic emotion evaluation module, a keyword evaluation module, etc. , the corresponding functions of each module are as follows:

[0024] The knowledge base has built-in types of customer service positions, and presets corresponding dialogue scenarios for each type of customer service position, so as to support ...

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PUM

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Abstract

The invention discloses a simulation test assessment system for customer service posts. The system includes a knowledge base internally provided with types of customer service posts, a corresponding dialogue scene being preset for each type of customer service posts, each dialogue scene being provided with corresponding necessary keywords for posts; a dialogue module which launches questions and interaction to assessed personnel according to preset dialogue scenes and obtains dialogue content of the assessed personnel; a semantic emotion assessment module which assesses an emotion value of the dialogue content of the assessed personnel to obtain an emotion assessment result; and a keyword assessment module which performs keyword extraction on the dialogue content of the assessed personnel and matches the extracted dialogue keywords with the preset necessary keywords for posts to obtain a keyword assessment result. Thus automatic assessment is realized, a large amount of human cost is saved, test efficiency is greatly improved, and a circumstance that subjective tendency occurs in manual assessment and thereby affecting justice and equity of an assessment result is avoided.

Description

technical field [0001] The invention relates to a simulation test assessment system for customer service posts. Background technique [0002] Customer service personnel are ubiquitous in many industries and enterprises, especially large service enterprises, not only subdividing customer service personnel into pre-sales customer service, after-sales customer service, professional technical customer service, etc., but also requiring customer service personnel to go through a unified skill Only after passing the training and corresponding assessment can they be formally employed to ensure that they are competent for their jobs, serve customers well, and ultimately bring benefits to the company or enhance the corporate image. [0003] Because the training knowledge of customer service personnel involves many aspects such as language emotion, business skills, process terms, and emotional interaction with customers, the current practice of enterprises is to manually complete a ser...

Claims

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Application Information

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IPC IPC(8): G06Q10/06
CPCG06Q10/06398
Inventor 刘晓葳蔡振华肖龙源李稀敏朱敬华谭玉坤
Owner XIAMEN KUAISHANGTONG TECH CORP LTD
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