Verbal skill analysis and topic point identification matching method and system

Abstract

The invention relates to a natural language processing technology, in particular to a verbal skill analysis and topic point recognition matching method and system. The method comprises the following steps: firstly, establishing a marketing verbal skill strategy analysis label library, respectively establishing a client label system and an agent label system for a client and an agent, and accurately identifying the willingness of the client; analyzing the marketing verbal skill strategy, completing automatic verbal skill extraction, and completing automatic verbal skill recommendation in combination with the client label and the excellent verbal skill library; and generating a marketing verbal skill analysis report according to the reference condition of the agent to the excellent verbal skill. According to the method, from verbal skill analysis to topic point identification, the client topic points are analyzed in a full-intelligent mode, excellent verbal skill is provided, the mode ofmanually extracting excellent verbal skill in the past is broken through, and a large amount of manpower and material resources are reduced.

Description

technical field [0001] The invention relates to the technical field of natural language processing, in particular to a method and system for speech analysis and topic point identification and matching. Background technique [0002] Outbound marketing is a means for enterprises to contact customers, recommend products to customers and guide customers to purchase, while the outbound marketing system is a platform to assist customer service in outbound marketing. However, most of the existing outbound marketing systems are simply one-click outbound calls, automatic recording, and manual recording of intended customers. The problems that exist in this way are: [0003] (1) Conversation recordings are only used to assess employees, and the information hidden in the conversations is not excavated, resulting in waste of resources. [0004] (2) Manual records Intended customers have great requirements on the experience and ability of employees. [0005] With the maturity of voice...

AI Technical Summary

Problems solved by technology

[0003] (1) Conversation recordings are only used to assess employees, without mining the hidden information in the conversations, resulting in waste of resources

[0004] (2) Manual records Intended customers have great requirements on the experience and ability of employees

At present, the method of extracting excellent words in outbound marketing is relatively single. Often, the customer service personnel who are successful in marketing directly sum up experience or simply extract keywords, and cannot recommend excellent words in a timely manner according to changes in customer topics.

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