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A voice call quality detection method, server, storage medium

A technology of voice call quality and detection method, applied in voice analysis, voice recognition, instruments, etc., can solve the problems of low processing efficiency, low coverage, poor accuracy, etc.

Active Publication Date: 2021-09-21
招商信诺人寿保险有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] The main purpose of the present invention is to propose a voice call quality detection method, server and storage medium, aiming to solve the problems of low coverage, simple logic, poor accuracy, and low processing efficiency existing in the voice quality inspection of existing machines

Method used

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  • A voice call quality detection method, server, storage medium
  • A voice call quality detection method, server, storage medium
  • A voice call quality detection method, server, storage medium

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0044] The first embodiment of the present invention provides a voice call quality detection method, such as figure 1 As shown, the method includes the following steps:

[0045] S11, setting a plurality of data analysis models, each data analysis model includes a plurality of logical retrieval formulas arranged progressively, and is used to analyze a subject content in the voice data;

[0046] Specifically, a voice call usually contains multiple types of subject content or topic content, and the type of subject content is the type set for summarizing and classifying the call content, which can be classified and classified in advance. Taking the business communication between insurance customer service and customers as an example, the content of communication between insurance customer service and users has a business communication guideline. The communication guideline will include multiple types of content based on business purposes, etiquette requirements, rights protection,...

Embodiment 2

[0086] The second embodiment of the present invention provides a voice call quality detection method, such as Figure 4 As shown, the method includes the following steps:

[0087] S21, setting multiple data analysis models, each data analysis model is used to analyze a topic in the voice call;

[0088] S22, acquiring voice data and converting the voice data into text data;

[0089] S23, perform row division, blank removal, storage standardization and format labeling arrangement on the text data;

[0090] Standardization of storage includes standardization of file naming (named by encoding method, which is convenient for retrieval and classification), standardization of storage path, convenient for program addressing, standardization of backup management (when there is a system or program exception, there is a complete backup file for offline query), format label Transformation involves labeling text data according to labeling rules.

[0091] There are many defects in the un...

Embodiment 3

[0108] The third embodiment of the present invention provides a voice call quality detection server, the server includes: a memory, a processor, and a voice call quality detection program stored on the memory and operable on the processor, the voice When the call quality detection program is executed by the processor, the steps of the voice call quality detection method described in Embodiment 1 or Embodiment 2 are implemented.

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Abstract

The invention discloses a voice communication quality detection method, a server and a storage medium. The method includes: setting a plurality of data analysis models, the data analysis models include a plurality of logical retrieval formulas arranged progressively; acquiring voice data and Speech data is converted into text data; concurrently match the text data with all data analysis models; the successfully matched data analysis model reads the text data for data analysis, when the logical retrieval formula arranged in front of the read data When the test fails, the analysis result is output and the data test of the logical retrieval type arranged next is terminated; the analysis results output by all data analysis models are counted, and the quality test conclusion is drawn according to the set evaluation standard. The invention enables the machine to realize efficient and accurate detection of voice customer service quality, assists and gradually replaces manual quality inspection.

Description

technical field [0001] The invention relates to the technical field of voice customer service quality detection, in particular to a voice call quality detection method, a server and a storage medium. Background technique [0002] There are many industries that use telephones for customer service and business sales, such as the telecommunications industry, tourism industry, and insurance industry; the insurance industry not only needs to provide after-sales services to customers by telephone, but also relies on telephones for pre-sales services. Quality evaluation is a very important topic. [0003] The traditional method is to record and save the calls between customer service and customers, and then take samples and manually review them for quality inspection, that is, the manual quality inspection mode. Obviously, in the manual quality inspection mode, the quality inspection standards will vary with different inspectors, and will also vary with changes in the mental state...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G10L25/60G10L15/26
CPCG10L15/26G10L25/60
Inventor 姜聪张虹彭旎旎苏莉莎胡惠芳陈碧霞钱橙徐侦安然
Owner 招商信诺人寿保险有限公司
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