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Conversation analysis method, device and equipment

An analysis method and a technology for obtaining conversations, applied in the field of big data, can solve problems such as time-consuming, easy to miss business opportunities, and inability to perform quality inspection and evaluation, and achieve the effect of reducing labor costs and improving service quality

Pending Publication Date: 2020-03-27
北京思特奇信息技术股份有限公司
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  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The current mainstream dialogue analysis system, that is, the quality inspection system, requires dedicated quality inspection personnel to listen to call recordings and identify abnormal calls, such as abnormal emotions, illegal speech skills, and issues involving sensitive keywords, etc. The quality inspection work consumes a lot of man-hours and high labor costs. , and in the face of massive voice recordings, it is impossible to do a full amount of quality inspection and evaluation, only through sampling, there is a risk of missing most of the problem recordings, and it is easy to miss some business opportunities

Method used

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  • Conversation analysis method, device and equipment
  • Conversation analysis method, device and equipment

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Embodiment Construction

[0042] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the drawings in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts shall fall within the protection scope of the present invention.

[0043] Such as figure 1 As shown in the schematic flowchart of a dialogue analysis method provided by an embodiment of the present invention, a dialogue analysis method includes the following steps:

[0044] 110. Obtain the dialog text of the dialog.

[0045] The dialogue in this embodiment includes: text content and / or voice content. The dialogue may be the content of the dialogue in the communication software of the mobile terminal, and the content of ...

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Abstract

The invention relates to a dialogue analysis method. The method comprises the steps of obtaining a dialogue text of a dialogue; respectively inputting the dialogue texts into a classification model, and determining categories to which the dialogue texts belong; determining a quality inspection rule set for evaluating the dialogue text according to the category of the dialogue text; respectively inputting the dialogue texts into a corpus model to obtain a corpus analysis result; and determining the quality grade of the dialogue text according to the corpus analysis result and the quality inspection rule set. According to the invention, intelligent analysis of dialogue data generated in all service processes is realized, the labor cost of quality inspection personnel is reduced, and the service quality is improved. The invention further relates to a dialogue analysis device and equipment.

Description

technical field [0001] The present invention relates to the technical field of big data, in particular to a dialogue analysis method, device and equipment. Background technique [0002] The intelligent dialogue analysis system is mainly used in customer service quality management departments to evaluate service levels, discover business opportunities, and avoid the risk of customer escalation and complaints. [0003] The current mainstream dialogue analysis system, that is, the quality inspection system, requires dedicated quality inspection personnel to listen to call recordings and identify abnormal calls, such as abnormal emotions, illegal speech skills, and issues involving sensitive keywords, etc. The quality inspection work consumes a lot of man-hours and high labor costs. , and in the face of massive voice recordings, it is impossible to do a full amount of quality inspection and evaluation, only through sampling, there is a risk of missing most of the problem recordi...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/35G06F40/30G06N3/04G06N3/08G10L15/26G10L25/51
CPCG06F16/3329G06F16/35G06N3/08G10L25/51G10L15/26G06N3/044G06N3/045
Inventor 杨军
Owner 北京思特奇信息技术股份有限公司
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