Voice quality inspection scoring method and device, terminal and storable medium

Abstract

The invention provides a voice quality inspection scoring method and device, a terminal and a storage medium, and the method comprises the steps: obtaining recording audio data; converting the acquired recording audio data into data in a text format, the data in the text format comprising seat text data corresponding to the audio data of the seat personnel; and performing matching scoring on the seat text data and a preset scoring index through a cosine similarity algorithm and / or a Hamming distance algorithm to obtain a service quality score of the recording audio data. According to the method, the recorded audio data are automatically identified and scored, excessive manual participation is not needed, intelligent quality inspection is achieved, full coverage quality inspection can be conducted, the quality inspection efficiency is high, the workload of quality inspection workers is reduced, and the quality inspection quality is improved.

Description

technical field [0001] The present application relates to the field of call systems, in particular to a voice quality inspection and scoring method, device, terminal and storage medium. Background technique [0002] At present, the management system formed through the computer network has become information production and management. Customer service personnel handle tens of thousands of calls every day, while quality inspection personnel can only conduct spot checks on these call recordings through manual audiometry. The rate of audiometry and random inspection is low. The workload of quality inspection is heavy, the efficiency is low and the coverage is low, making it difficult to effectively evaluate the overall service quality. Sometimes it may be a very vague recording, not necessarily a major problem, it may be that some expression methods are not good, and there are words that should not appear in the expression. These are continuously tested manually, and it may take...

AI Technical Summary

Problems solved by technology

[0002] At present, the management system formed through the computer network has become information production and management. Customer service personnel handle tens of thousands of calls every day, while quality inspection personnel can only conduct spot checks on these call recordings through manual audiometry. The rate of audiometry and random inspection is low. The quality inspection workload is heavy, the efficiency is low and the coverage is low, making it difficult to effectively evaluate the overall service quality

Sometimes it may be a very vague recording, and it does not necessarily mean that there are major problems. It may be that some expressions are not good, and there are words that should not appear in the expressions. These are continuously tested manually, and it may take Constantly and repeatedly listen to a recording, the existing manual voice detection method is inefficient and has low coverage, so manual detection is greatly affected by human factors, and some key words may be missed in a certain period of time. Inability to accurately detect bad recordings

Images