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Customer service quality evaluation method and device

A quality evaluation and customer service technology, applied in the computer field, can solve problems such as low efficiency, inconsistent evaluation results, and no unified evaluation standards, and achieve the effect of improving efficiency, improving compliance, and improving accuracy.

Inactive Publication Date: 2018-03-23
GCI SCI & TECH
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Problems solved by technology

[0004] It is understandable that the existing customer service quality evaluation process relies on the manual judgment of the quality inspector, so the efficiency is very low, and because there is no unified evaluation standard, it completely depends on the subjective judgment of the quality inspector, so it is easy to appear. The evaluation results do not match the actual situation

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Embodiment Construction

[0040] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0041] like figure 1 As shown, it is a schematic flow chart of a preferred embodiment of the customer service quality evaluation method provided by the present invention, including steps S11 to S13, specifically as follows:

[0042] S11: When receiving a customer service quality evaluation instruction, obtain a corresponding customer service dialog to be evaluated according to the customer service quality evaluation instruction; wherein, the customer service dialog...

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Abstract

The invention discloses a customer service quality evaluation method and device. The customer service quality evaluation method comprises the steps that when a customer service quality evaluation instruction is received, corresponding to-be-evaluated customer service dialogues are obtained according to the customer service quality evaluation instruction, wherein the customer service dialogues contain at least one dialogue sentence; the customer service dialogues are analyzed, sentiment labels corresponding to the dialogue sentences in the customer service dialogues are obtained; according to each sentiment label, the sentiment coefficients of the customer service dialogues are obtained according to the sentiment labels, and a corresponding customer service quality evaluation result is generated according to the sentiment coefficients. By means of the customer service quality evaluation method, the efficiency of the process that the customer service quality is evaluated can be improved,and the accuracy of the evaluation result is improved.

Description

technical field [0001] The invention relates to the field of computer technology, in particular to a method and device for evaluating customer service quality. Background technique [0002] Service quality is the basis for the survival and development of an enterprise (especially an enterprise in the service industry). Quality inspection, that is, quality inspection, is an important guarantee for an enterprise to have high-quality and stable service quality. [0003] In today's customer service field, the evaluation of customer service quality usually consists of customer service personnel's response time, service attitude, service terms, service skills, consultation content and other aspects. Among them, the evaluation of the service attitude of the customer service personnel is usually conducted by the quality inspector to monitor the real-time telephone conversation or telephone recording of the customer service personnel, and analyze and judge whether the customer servi...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/27G06Q30/02G06N3/04
CPCG06Q30/0282G06F40/216G06F40/30G06N3/045
Inventor 赵舒阳
Owner GCI SCI & TECH
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