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System evaluation method, intelligent evaluation system and computer-readable storage medium

A technology of intelligent customer service and statistical analysis, applied in computing, commerce, instruments, etc., can solve problems such as low efficiency in ranking and evaluation, achieve the effect of improving accuracy, avoiding subjectivity and curve limitations, and improving evaluation efficiency

Active Publication Date: 2018-03-30
WEIKUN (SHANGHAI) TECH SERVICE CO LTD
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Problems solved by technology

[0004] The main purpose of the present invention is to provide a system evaluation method, an intelligent evaluation system, and a computer-readable storage medium, aiming to solve the technical problem of inefficient evaluation due to unobjective and incomplete factors in the artificial evaluation intelligent customer service system

Method used

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  • System evaluation method, intelligent evaluation system and computer-readable storage medium
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  • System evaluation method, intelligent evaluation system and computer-readable storage medium

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Embodiment Construction

[0075] It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0076] The present invention provides a system evaluation method. In the first embodiment of the system evaluation method, refer to figure 1 , the system evaluation method includes:

[0077] Step S10, obtaining the dialogue record generated by the intelligent customer service system communicating with the customer;

[0078] The intelligent customer service system stores all the dialogue records generated during the communication process between the system and each customer, and the content of the dialogue records is used as the voucher for the interactive communication between the intelligent customer service system and the customer, and is an important basis for evaluating the service level of the intelligent customer service system. Among them, the acquisition of dialogue records of the intelligent customer service...

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Abstract

The invention discloses a system evaluation method, an intelligent evaluation system and a computer-readable storage medium. The method comprises a step of obtaining a conversation record generated bythe communication between an intelligent customer service system and a customer, a step of counting and analyzing a semantic equivalence probability of a question consulted by each customer, the number of rounds of conversations of each customer and a probability that the customer transfers to staff customer service to obtain statistical data, and a step of comprehensively evaluating the servicelevel of the intelligent customer service system according to the statistical data so as to obtain an evaluation result. According to the system evaluation method, the intelligent evaluation system and the computer-readable storage medium, the evaluation mode of the manually evaluating the intelligent customer service system is changed, an automated system evaluation mechanism is adopted, the objective and comprehensive systematic evaluation of the intelligent customer service system is achieved from the overall perspective of the intelligent customer service system, the subjectivity and curvelimitations of manual evaluation are avoided so as to obtain a real and effective evaluation result of the service level of the intelligent customer service system, thus the accuracy of an evaluationeffect is improved, the real service level of the intelligent customer service system is fed, and thus the evaluation efficiency is improved.

Description

technical field [0001] The invention relates to the technical field of system evaluation, in particular to a system evaluation method, an intelligent evaluation system and a computer-readable storage medium. Background technique [0002] At present, the intelligent customer service system relies on its intelligent data analysis to relieve the pressure of manual customer service to a certain extent, and evaluating the service level of the intelligent customer service system will help us improve the intelligence level of the system, thereby improving the work efficiency of the intelligent customer service system . [0003] However, the evaluation of intelligent customer service systems generally adopts the method of manual evaluation, and manual evaluation is usually mixed with personal subjectivity and limitations. Moreover, there is no standardized evaluation standard in the manual evaluation method, and it is impossible to systematically and objectively analyze the overall ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q30/00
CPCG06Q10/0639G06Q30/016
Inventor 方宁
Owner WEIKUN (SHANGHAI) TECH SERVICE CO LTD
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