Intelligent voice-based calling quality check method, apparatus and device, and storage medium

Abstract

The invention discloses an intelligent voice-based calling quality check method, and belongs to the technical field of calling systems. The method comprises the following steps of acquiring real-timevoice data from a calling system, and converting the voice data into text data, wherein the voice data comprises a position identification code corresponding to the position of an agent, and the corresponding position identification code is inherited in the text data; analyzing the text data to extract keywords; matching the extracted keywords with a preset sensitive vocabulary library and / or a risk logic library, and outputting a matching result; judging whether the text data is legal or not according to the matching result, and if not, obtaining the position identification code contained inthe illegal text data, and sending the matching result to the agent corresponding to the position identification code; and forming an illegal report and sending the illegal report to a corresponding manager. According to the method, the quality check coverage rate can reach 100%.

Description

technical field [0001] The present invention relates to the technical field of call systems, in particular to a call quality inspection method, device, equipment and storage medium based on intelligent voice. Background technique [0002] The so-called call center is a comprehensive information service system based on CTI (Computer Telephony Integration, computer telephony foundation) technology, making full use of multiple functions of communication network and computer network integrated with the enterprise, which can effectively and quickly provide users with Various services. As the market competition becomes more and more fierce, the service quality of call center customer service personnel is put forward higher and higher requirements. However, customer service personnel handle tens of thousands of calls every day, and there are business mistakes and customer complaints from time to time. In order to ensure and grasp the service quality of customer service personnel a...

AI Technical Summary

Problems solved by technology

[0005] The technical problem to be solved by the present invention is to overcome the low sampling rate and heavy workload of manual quality inspection in the prior art, and it is difficult to effectively and accurately evaluate the overall service quality. A call quality inspection based on intelligent voice is proposed. The method, device, equipment and storage medium realize full coverage of quality inspection, high quality inspection efficiency, and can effectively ensure the fairness of quality inspection

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