Method and device for examining service quality

A service quality and quality inspection technology, applied in special data processing applications, voice analysis, instruments, etc., can solve problems such as difficult service scoring, quality inspection lag, and single quality inspection result information, and achieve accurate evaluation results and efficient evaluation effect

CN107093431AActive Publication Date: 2017-08-25LIAONING MOBILE COMM

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Patent Information

Authority / Receiving Office: CN · China
Current Assignee / Owner: LIAONING MOBILE COMM
Publication Date: 2017-08-25

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Abstract

The invention discloses a method and device for examining service quality, and the method comprises the steps: obtaining a to-be-detected audio file; cutting a to-be-examined segment from a voice text corresponding to an audio file; comparing the cut to-be-examined segment with a keyword in a preset database; judging the service quality based on a comparison result, and generating a quality examination result. The invention also discloses a device for examining service quality. According to the technical scheme of the invention, the method irons out the defects of difference and simplification of manual examination, can achieve the automatic evaluation of the service quality of the customer service staff, and is more accurate and reliable in evaluation result.

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Description

technical field

[0001] The invention relates to the technical field of business support, in particular to a method and device for quality inspection of service quality. Background technique

[0002] At present, the service quality inspection of customer service personnel usually adopts a manual quality inspection method, and the recordings of customer service personnel are randomly sampled and tested, but the manual quality inspection method has the following shortcomings:

[0003] 1. There are defects in the sampling ratio of manual quality inspection: With the rapid development of mobile services and the increasing business volume, the gap of quality inspection personnel will increase, and the sampling ratio will drop greatly;

[0004] 2. There is a limitation in the completion speed of manual quality inspection: the business level of each quality inspection personnel is different, there is inconsistent progress in completing each quality inspection recording, and the qual...

Claims

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