Voice intelligent customer service text quality inspection method and system

A technology of intelligent customer service and customer service, which is applied in the computer field, can solve problems such as incomplete and reliable customer service evaluation, and achieve the effect of improving accuracy

Pending Publication Date: 2022-03-08
CHINA SOUTHERN POWER GRID DIGITAL GRID RES INST CO LTD
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  • Claims
  • Application Information

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Problems solved by technology

[0005] The purpose of the embodiment of the present invention is to provide voice intelligent customer service text quality inspection method, aiming to solve the problem that the existing intelligent system is not completely reliable to the service evaluation of customer service. The evaluation accuracy of the quality inspection

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  • Voice intelligent customer service text quality inspection method and system
  • Voice intelligent customer service text quality inspection method and system
  • Voice intelligent customer service text quality inspection method and system

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Embodiment Construction

[0054] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0055] It can be understood that the terms "first", "second" and the like used in the present application may be used to describe various elements herein, but unless otherwise specified, these elements are not limited by these terms. These terms are only used to distinguish one element from another element. For example, a first xx script could be termed a second xx script, and, similarly, a second xx script could be termed a first xx script, without departing from the scope of the present application.

[0056]It is cumbersome to conduct spot checks on manual customer service manually, and it takes...

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Abstract

The invention is suitable for the technical field of computers, and particularly relates to a voice intelligent customer service text quality inspection method and system, and the method comprises the steps: obtaining a voice interaction record and customer service information; calling corresponding customer service voiceprint information from a preset voiceprint database according to the customer service information; extracting corresponding customer service voice information from the voice interaction record according to the customer service voiceprint information; performing voice recognition on the customer service voice information to obtain a voice recognition result; and evaluating the customer service according to the voice recognition result to generate an evaluation result. According to the voice intelligent customer service text quality inspection method provided by the embodiment of the invention, the voice of the customer service in the voice interaction record is independently extracted according to the voiceprint, semantic analysis and mood analysis are performed on the voice, and the speaking mood of the customer service is judged by using the loudness and accent distribution, so that the voice service provided by the customer service is comprehensively analyzed, and the quality inspection efficiency of the customer service is improved. The behavior of avoiding quality inspection by changing the tone of the customer service staff is avoided, and the accuracy of service quality evaluation is improved.

Description

technical field [0001] The invention belongs to the technical field of computers, and in particular relates to a voice intelligent customer service text quality inspection method and system. Background technique [0002] Intelligent customer service is an industry-oriented application developed on the basis of large-scale knowledge processing. It is universal in the industry. It not only provides fine-grained knowledge management technology for enterprises, but also establishes communication between enterprises and massive users. A fast and effective technical means based on natural language; at the same time, it can also provide enterprises with the statistical analysis information required for refined management. [0003] In the current customer service system, although machine customer service will be introduced, the intelligence of the machine customer service cannot fully meet people's needs. establish communication. In order to ensure the service quality of the artif...

Claims

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Application Information

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IPC IPC(8): H04M3/22H04M3/51G06F40/30G06Q30/02G10L17/22
CPCH04M3/5166H04M3/2227G10L17/22G06F40/30G06Q30/0281
Inventor 吴石松刘振华苏立伟董召杰
Owner CHINA SOUTHERN POWER GRID DIGITAL GRID RES INST CO LTD
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