Compliance checking method and device for service recorded sound

A technology of service recording and standardization, which is applied in the field of communication, can solve problems such as missed inspection efficiency, achieve the effects of reducing processing capacity, improving compliance inspection efficiency, and reducing the occurrence of missed inspections

Active Publication Date: 2015-12-23
上海金大师网络科技有限公司
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  • Abstract
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  • Application Information

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Problems solved by technology

[0005] In order to solve the problem of a large number of missed inspections and low efficiency in the prior art using random

Method used

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  • Compliance checking method and device for service recorded sound
  • Compliance checking method and device for service recorded sound
  • Compliance checking method and device for service recorded sound

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Embodiment Construction

[0062] In order to make the object, technical solution and advantages of the present invention clearer, the implementation manner of the present invention will be further described in detail below in conjunction with the accompanying drawings.

[0063] Please refer to figure 1 , which shows a schematic diagram of an implementation environment involved in an embodiment of the present invention. The implementation environment may include: a CRM (Customer Relationship Management, customer relationship management) system 100 . In the embodiment of the present invention, the CRM system 100 is used to filter out abnormal customers according to the historical behavior records of customers, and convert service recordings related to abnormal customers into text content, and accordingly detect service recordings and / or the text content is provided to the quality inspection personnel, and the quality inspection personnel will review it.

[0064] Optionally, as in figure 1 As shown, t...

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Abstract

The invention discloses a compliance checking method and device for service recorded sound, and belongs to the technical field of communication. The method comprises the following steps: detecting whether a target customer belongs to an unusual customer or not according to a history behavior record of the target customer; if the target customer belongs to the unusual customer, acquiring service recorded sound relevant to the target customer from a call center; converting the service recorded sound into text content; detecting whether the service recorded sound conforms to a service specification or not according to the text content; and if the service recorded sound does not conform to the service specification, storing the service recorded sound and/or the text content to a target location. Through adoption of the compliance checking method and device, the problems of the presence of a large number of missed detection situations and low efficiency due to adoption of a random drawing way in the prior art are solved. On one aspect, the missed detection situations are fully reduced. On the other aspect, the service recorded sound which is detected to be non-conforming service recorded sound is supplied to quality control personnel, and the quality control personnel only needs to perform re-checking, so that the quality control personnel can perform checking in a targeted way, and the checking efficiency is increased.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method and device for checking compliance of service recording. Background technique [0002] A call center refers to an operating place that uses modern communication and computer technology to handle a large number of incoming and outgoing calls. For example, communication operators, banks, and some companies involved in business promotion have set up call centers to provide customers with services such as business consultation, handling, and complaints. [0003] In order to improve the service quality of the operator in the call center and ensure that the words and expressions used by the operator conform to the service specification, it is necessary to check the service recording of the operator. In the prior art, considering the large number of service recordings in the call center, a method of randomly extracting service recordings is adopted. A number of service...

Claims

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Application Information

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IPC IPC(8): H04M3/22H04M3/53
Inventor 陈云贵聂湘平王劲夫刘辉许美
Owner 上海金大师网络科技有限公司
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