Method and system for carrying out service procedure management through voice

A service process and voice technology, applied in the field of service process management

Inactive Publication Date: 2012-12-19
焦玉刚
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, it is impossible to have real-time and effective interaction with the personnel in the front-line service

Method used

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  • Method and system for carrying out service procedure management through voice
  • Method and system for carrying out service procedure management through voice
  • Method and system for carrying out service procedure management through voice

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0015] Embodiment 1: Equip the service personnel (2) with a voice receiving device (11) and a voice feedback device (12). When the service personnel chat with the customer (1), the content of the conversation is transmitted to the server (15) through the voice receiving device and Complete the recording (3), the recording-text conversion system (19) converts the recording into text, the text analysis system (20) splits the text into effective keywords, and the keyword comparison system (21) compares the effective keywords with the keyword database (22) in the keyword thesaurus for comparison (6).

[0016] Judging whether there are missing keywords (8), if there are missing keywords, the missing keywords are fed back to the service personnel through the voice feedback device, and if there are no missing keywords, it is judged whether the sequence is correct.

[0017] Judging whether the order is correct (9), if the order is correct, then end, if the order is incorrect, then fee...

Embodiment 2

[0018] Embodiment 2: Equip the service personnel (2) with a voice receiving device (11) and a mobile Internet terminal (13). When the service personnel chats with the customer (1), the content of the conversation is transmitted to the server through the voice receiving device and the recording is completed ( 3), the recording-text conversion system (19) converts the recording into text, the text analysis system (20) splits the text into effective keywords, and the keyword comparison system (21) compares the effective keywords with the keyword database (22) Compare with the process keyword thesaurus (7) in (6).

[0019] Judging whether there are missing keywords (8), if there are missing keywords, the missing keywords are fed back to the service personnel through the mobile Internet terminal, and if there are no missing keywords, it is judged whether the sequence is correct.

[0020] Judging whether the order is correct (9), if the order is correct, then end, if the order is no...

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PUM

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Abstract

The invention provides a method and a system for carrying out service procedure management through voice. The method comprises the following steps: a wireless voice collecting device is provided for each service staff for collecting and recording speech contents of the service staff; a voice analysis system converts a record into a text; and a procedure analysis system carries out keyword splitting on the text of each sentence, compares the split keyword with the keyword in a keyword library so as to obtain an effective keyword. A leak in the procedure execution process is obtained through the analysis of the effective keyword. On a basis of information analysis, a procedure executor is instantly prompted with the procedure leak. According to the method and the system, provided by the invention, frontline service staffs can provide a uniform standard service procedure set by a corporation for a client.

Description

technical field [0001] The invention relates to service process management, in particular to a method and system for voice service process management. Background technique [0002] Enterprise management often encounters the problem of implementing standardized management of customer service processes, such as bank business halls, telecommunications business halls, gas stations, IT stores and maintenance outlets, automobile 4S stores, catering outlets, luxury goods industries, etc. Chain operation business nature of the enterprise. Affected by factors such as corporate training capabilities, subordinate agency management capabilities, and employee execution capabilities, it is often difficult to implement processes in accordance with uniform standards. [0003] In order to improve the implementation of customer-facing service processes, many companies have introduced the method of mystery customer surveys to assess subordinate organizations. Mysterious customers carry record...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06
Inventor 焦玉刚
Owner 焦玉刚
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