Dynamic extensible voice quality inspection scoring method

A voice and dynamic technology, applied in the direction of voice analysis, instruments, etc., can solve the problems of large quality inspection workload and achieve obvious results

Pending Publication Date: 2020-08-07
深圳航天科创实业有限公司
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  • Claims
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AI Technical Summary

Problems solved by technology

[0003] The purpose of the present invention is to provide a dynamic and scalable voice quality inspection scoring method, which is used to solve the problem of a large quality inspection workload caused by manual quality inspection

Method used

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  • Dynamic extensible voice quality inspection scoring method

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Embodiment Construction

[0029] This embodiment provides a dynamically scalable speech quality inspection and scoring method. The execution subject of the dynamically scalable speech quality inspection and scoring method may be an intelligent mobile terminal, a notebook computer or a desktop computer, or a server. The embodiment does not limit its execution subject. In this embodiment, the dynamically scalable speech quality inspection and scoring method is realized by executing an application program in a computer.

[0030] Such as figure 1 As shown, the dynamically scalable voice quality inspection scoring method includes the following steps:

[0031] Obtain the recorded audio data of the object being inspected:

[0032] In this embodiment, the computer obtains the recorded audio data of the quality-inspected object from the storage server in the background monitoring center. Among them, the subject of quality inspection can be the customer service personnel of the enterprise, and the recorded au...

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Abstract

The invention relates to a dynamic extensible voice quality inspection scoring method. The method comprises the steps of acquiring recording audio data of an object subjected to quality inspection, converting the acquired recording audio data into text data in a text format, converting the text data into a voice oscillogram, detecting service taboo languages according to the text data, generatinga first score deduction value; and detecting emotion abnormality according to the voice oscillogram, generating a second score deduction value, obtaining a quality inspection score of the recorded audio data according to the first score deduction value, the second score deduction value and the full score, and feeding back a judgment result of the quality inspection score, service taboo languages existing in the text data and whether the recorded audio data has abnormal emotion or not. The voice quality inspection scoring method is an automatic quality inspection scoring method, does not need to specially set quality inspection personnel, further avoids the problem of large quality inspection workload, reduces personnel investment cost, avoids loss of scoring fairness due to subjective judgment of the quality inspection personnel, and is relatively high in accuracy.

Description

technical field [0001] The invention relates to a dynamically scalable speech quality inspection scoring method. Background technique [0002] At present, the management system formed through the computer network has become the most commonly used management system for information production and management. For example: in financial institutions such as banks, securities and insurance or other institutions, with the development of business, it is necessary to equip professional customer service personnel to provide services to customers to meet the needs of business development. Customer service personnel need to connect and handle many calls every day. In order to monitor the service quality of customer service personnel, special quality inspection personnel are usually required to perform quality inspection and scoring on the call recordings of customer service personnel, and judge the service quality of customer service personnel based on the quality inspection scores . ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L25/60G10L25/63
CPCG10L25/60G10L25/63
Inventor 苏一敏刘蕾
Owner 深圳航天科创实业有限公司
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