System and method for analyzing customer behavior characteristic based on speech recognition technique

Abstract

The invention discloses a system and a method for analyzing customer behavior characteristics based on a speech recognition technique. The method comprises the steps that a recording file acquisition engine extracts customer service recoding files from a recording system in a call center at regular time or in real time; a speech recognition module converts the recoding files extracted by the recording file acquisition engine into text files; and a customer behavior analysis module calls a search engine function, analyzes and mines the customer behavior characteristics of an information base in combination with pre-customized rules stored in a semantics rule customization module, and generates information related to customer and / or customer service behavior characteristics. The system and the method for analyzing the customer behavior characteristics are based on the speech recognition technique. Idle audio recording files in the call center are converted into commercial messages with high added value. By providing effective root cause analysis to the performance of the call center, solutions to problems are rapidly provided, actions are taken to reduce call volume and therefore the customer satisfaction is improved.

Description

technical field [0001] The invention relates to the field of speech recognition technology and call center application technology, in particular to a system and method for analyzing customer behavior characteristics based on speech recognition technology. Background technique [0002] At present, most of the manual customer service in call centers mainly undertake multiple tasks for enterprises such as product consultation, after-sales support, telemarketing, and receiving complaints. In order to ensure the service quality of manual customer service and maintain the corporate image, the quality inspection system of the call center generally records the entire process of the conversation between the customer and the operator, and the quality inspector regularly randomly selects and listens to the batch of recording files to supervise and check the service level of the operator. The real value of call center recording files has not been fully utilized, mainly in the following ...

AI Technical Summary

Problems solved by technology

[0003] 1. The quality inspection method in which the quality inspector selects a certain proportion of recording files for quality supervision has a high degree of randomness, but the method of auditioning for quality inspection one by one is high in cost, low in efficiency, and poor in feasibility;

[0004] 2. Bits of information such as market hotspots and industry business opportunities reflected in the telephone communication between customers and operators are buried in a large amount of useless information and cannot be effectively extracted to guide the company's market behavior;

[0005] 3. Problems in the production process of the back-end department of the enterprise reflected in "repeated calls", "customer complaints" and "extremely long calls" in the customer service center cannot be effectively perceived, resulting in continuous expansion of the enterprise customer service platform and high operating costs no less

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