Voice quality inspection method, device and equipment for customer service staff and storage medium

A customer service personnel and voice technology, applied in voice analysis, voice recognition, subscriber special services, etc., can solve problems such as low scoring accuracy, inaccuracy, and incomplete quality inspection of customer service personnel's voice, so as to improve comprehensiveness and accuracy rate, the effect of improving accuracy

Pending Publication Date: 2021-06-29
SHANGHAI DONGPU INFORMATION TECH CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] In the prior art, the method of quality inspection is usually to convert the voice into text data, and then combine the text data to score. Since the score is not combined with the context at the same time, the accuracy of the score is low, which leads to the voice of the customer service personnel. Incomplete and inaccurate quality inspection

Method used

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  • Voice quality inspection method, device and equipment for customer service staff and storage medium
  • Voice quality inspection method, device and equipment for customer service staff and storage medium
  • Voice quality inspection method, device and equipment for customer service staff and storage medium

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Embodiment Construction

[0025] Embodiments of the present invention provide a voice quality inspection method, device, equipment and storage medium for customer service personnel, which are used to improve the scoring accuracy of customer service personnel's voice, thereby improving the comprehensiveness and accuracy of voice quality inspection of customer service personnel.

[0026] The terms "first", "second", "third", "fourth", etc. (if any) in the description and claims of the present invention and the above drawings are used to distinguish similar objects, and not necessarily Used to describe a specific sequence or sequence. It is to be understood that the terms so used are interchangeable under appropriate circumstances such that the embodiments described herein can be practiced in sequences other than those illustrated or described herein. Furthermore, the term "comprising" or "having" and any variations thereof, are intended to cover a non-exclusive inclusion, for example, a process, method, ...

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Abstract

The invention relates to the field of artificial intelligence, discloses a voice quality inspection method, device and equipment for customer service staff and a storage medium, and is used for improving the scoring accuracy of voice of the customer service staff so as to improve the comprehensiveness and accuracy of voice quality inspection of the customer service staff. The voice quality inspection method for the customer service staff comprises the following steps: acquiring a voice file of the customer service staff, wherein the voice file is a group of complete voice conversations; performing voice recognition on the voice file to obtain a voice vector and a context vector; performing recognition based on the sound vector and the context vector, and generating at least two voiceprint features and text data; based on the context vector, at least two voiceprint features and the text data, carrying out the score calculation on a semantic level and a key information pair level, and obtaining a target comprehensive score, wherein the target comprehensive score is used for representing a voice quality inspection result of the customer service staff.

Description

technical field [0001] The invention relates to the field of voice processing, in particular to a voice quality inspection method, device, equipment and storage medium for customer service personnel. Background technique [0002] With the improvement of living standards, many people's requirements for customer service quality have also increased accordingly. Therefore, many companies have certain quality inspection requirements for voice conversations of customer service personnel, that is, service quality evaluation. The more common quality inspection methods are The voice conversations of the customer service personnel are collected and scored, and the obtained score is the quality inspection result corresponding to the voice of the customer service personnel. [0003] In the prior art, the method of quality inspection is usually to convert the voice into text data, and then combine the text data to score. Since the score is not combined with the context at the same time, ...

Claims

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Application Information

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IPC IPC(8): H04M3/51G10L15/22G10L15/26G10L17/00G10L17/02G10L25/51
CPCH04M3/5175G10L15/22G10L25/51G10L17/02
Inventor 蔡骏翔徐宇
Owner SHANGHAI DONGPU INFORMATION TECH CO LTD
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