Smart phone customer service system based on speech analysis

Abstract

The invention provides a smart phone customer service system based on speech analysis. Firstly, real-time recording and effectiveness detection are performed on conversation speech caused when a client calls human customer service; then related individual information of the client is extracted, voiceprint recognition is performed on client speech in the conversation speech, and the verification is performed and the conversation speech is used as client identity at the time of consulting complaints to be recorded; meanwhile, speech content recognition is performed on the conversation speech to save as written record, and text public opinion analysis is performed on the written record; speech emotion analysis is performed on the conversation speech to record speech emotion data; the effect of the consulting complaints this time is analyzed by combination of the result of the text public opinion analysis and the emotion data; final grade of the customer service is obtained by combination of the analysis results and traditional grading evaluation to perform feed-back assessment. Compared with traditional customer service systems, the smart customer service system is capable of effectively increasing service qualities of the client and achieving objectified management of customer service evaluation.

Description

technical field [0001] The invention relates to the field of pre-sale and after-sale customer service, in particular to a smart phone customer service system based on speech analysis. Background technique [0002] With the development of network, communication, and computer technology, enterprises present the characteristics of electronization, remoteness, virtualization, and networking, and more online enterprises emerge in large numbers. The communication and dialogue between customers and enterprises has also developed from face-to-face consultation and negotiation to communication and communication based on remote means such as the Internet and telephone. In this context, the telephone-based customer service center (call center) has become an important way for enterprises to interact with users. The customer service center is faced with a large number of telephone voice services every day, and handles the diverse service needs of customers, including pre-sales consultat...

AI Technical Summary

Problems solved by technology

[0008] Aiming at the inability of the prior art to objectively evaluate the customer service quality and achieve a high standard of customer satisfaction, the technical problem to be solved by the present invention is to provide a voice-based smart phone customer service system, through the existing voice analysis technology, including voiceprint recognition , voice recognition and voice-based emotion recognition, effectively analyze call service quality, improve customer service quality, improve customer satisfaction, and improve customer service efficiency

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