Processing method, device and system for question-answer interaction log

A processing method and technology of a processing device, applied in the field of information processing, can solve the problems of laboriousness, time-consuming manual sampling mode, low quality inspection efficiency and sampling inspection coverage, so as to improve quality inspection efficiency, reduce workload, and avoid missed inspections. Effect

Active Publication Date: 2017-05-31
SHANGHAI XIAOI ROBOT TECH CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The above-mentioned manual sampling mode is time-consuming and laborious, the efficiency of quality inspection and the coverage of sampling inspection are low, and it is difficult to quickly find shortcomings and improve them

Method used

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  • Processing method, device and system for question-answer interaction log
  • Processing method, device and system for question-answer interaction log
  • Processing method, device and system for question-answer interaction log

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Embodiment Construction

[0028] The present invention will be described in detail below in conjunction with the accompanying drawings and specific embodiments. Note that the aspects described below in conjunction with the drawings and specific embodiments are only exemplary, and should not be construed as limiting the protection scope of the present invention.

[0029] During the use of the customer service system, a large number of question-and-answer interaction logs will be generated, which record user questions and corresponding agent answers. According to one aspect of the present invention, a processing method for question-and-answer interaction logs is provided, which can automatically mark question-and-answer interaction logs that do not meet requirements, so as to serve as a pre-check for manual further quality inspection. In this way, firstly, the efficiency of quality inspection is greatly improved, and the workload of quality inspection personnel from the massive interaction logs is greatl...

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Abstract

The invention provides a processing method for question-answer interaction log. The the question-answer interaction log includes a user question and a corresponding seat answer. The processing method includes: executing verbal trick analysis on the question-answer interaction log to determine whether the seat answer has taboo and / or negative feeling or not; utilizing a CRM database to execute business analysis on the question-answer interaction log to judge whether the user question is matched with a business handled by a user or not and to judge whether the seat answer is uniform with extracted CRM data or not; utilizing a question-answer knowledge library to execute question-answer analysis on the question-answer interaction log to determine whether the seat answer is correct or not; marking the question-answer interaction log which does not pass at least one of verbaltrick analysis, business analysis and question-answer analysis for subsequent artificial quality control.

Description

technical field [0001] The present invention relates to information processing technology, in particular to a processing method, device and system for question-and-answer interaction logs. Background technique [0002] With the development of e-commerce, the customer service system is becoming more and more popular. Customers can inquire about relevant information they are interested in, handle business and so on through the customer service system. For example, users can use the customer service system to learn about product-related information and consult about business. [0003] During use, the customer service system will store user questions and corresponding agent answers, which will be saved as quality inspection data for subsequent inspection to ensure customer satisfaction. The prior art is basically operated by manual sampling. [0004] Quality inspectors check the interaction data of telephone or online text agents, and judge whether the questions answered by t...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06F17/27G06N5/02
CPCG06F16/3344G06F40/205G06F40/242G06F40/284G06F40/30G06N5/022G06Q30/01
Inventor 林涵张磊朱频频
Owner SHANGHAI XIAOI ROBOT TECH CO LTD
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