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A processing method and quality inspection technology, applied in data processing applications, instruments, calculations, etc., to achieve the effect of overcoming the large occupation of artificial resources
Active Publication Date: 2015-12-23
BEIJING CHINA POWER INFORMATION TECH +3
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[0004] In view of this, the object of the present invention is to provide a quality inspection processing method and system, aiming at realizing the automatic processing process of quality inspection, so as to solve various problems existing in the current manual quality inspection method
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Embodiment 1
[0067] Embodiment 1 discloses a quality inspection processing method, refer to figure 1 , the method may include the following steps:
[0068] S101: Use the preset quality inspection sampling method to perform work order sampling in the full amount of traffic work orders to be sampled to obtain a sample set of work orders to be quality inspected; wherein, each traffic work order contains a Customer Service ID.
[0069] Wherein, the traffic work order is a work order generated by customer service, and each traffic work order corresponds to a corresponding traffic recording.
[0070] In the existing technology, in the quality inspection sampling process, the quality inspection department generally uses a random sampling method to select a small number of work orders in different proportions from the full number of work orders of each business type for quality inspection on the basis of considering the risks of different business services. The higher the risk, the larger the sa...
Embodiment 2
[0118] This embodiment discloses a quality inspection processing system, refer to Image 6 , the system includes a sampling module 100 , a speech analysis module 200 , a quality inspection module 300 and a quality inspection result acquisition module 400 .
[0119] The sampling module 100 is used to perform work order sampling in the full amount of traffic work orders to be sampled by using a preset quality inspection sampling method to obtain a sample set of work orders to be quality inspected; wherein, each traffic work order contains one for indicating It belongs to the customer service ID of the customer service.
[0120] Wherein, the sampling module 100 includes a modeling data collection unit, a modeling data cleaning unit, a classifier construction unit, a prediction data collection unit, a prediction data cleaning unit, a classification prediction unit and a sampling unit.
[0121] The modeling data acquisition unit is used to collect preset customer service modeling ...
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Abstract
The present application provides a quality inspection treatment method and a system. After the work order sampling process, all traffic orders to be subjected to quality inspection are obtained. After that, the data of a recorded audio file corresponding to each traffic order is subjected to voice analysis. Meanwhile, the comprehensive analysis and the quality inspection for each traffic order and the voice analysis result of the corresponding recorded audio file are conducted, so that a comprehensive quality inspection result is obtained. Finally, according to the comprehensive quality inspection result of each traffic order and the customer service ownership condition of the traffic order, the quality inspection result of each sampled customer service corresponding to the traffic order can be obtained. In this way, the quality inspection process for the customer service is automatically realized. Therefore, the problems that the existing manual quality inspection manner is large in occupancy of human resources, poor in quality inspection efficiency and not objective in quality inspection result in the prior art can be solved.
Description
technical field [0001] The invention belongs to the technical field of automatic information processing, and in particular relates to a quality inspection processing method and system. Background technique [0002] At present, the customer service centers of national-level operators or super-large enterprises use manual methods to check the quality of customer service. Specifically, for example, quality inspectors use random extraction methods to manually extract different proportions of work orders from various types of service work orders (work orders generated by customer service calls, and each call work order corresponds to the corresponding traffic recording). , perform quality inspection on the extracted work orders and their corresponding recordings by manually checking the work orders and listening to the recordings, and manually perform quality inspection and scoring on each work order according to the quality inspection standards, and manually perform customer ser...
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Application Information
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