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Method and device for quality inspection of service quality

A service quality and quality inspection technology, applied in digital data information retrieval, speech analysis, instruments, etc., can solve the problems of manual quality inspection results that cannot be classified, quality inspection lag, artificial quality inspection human judgment errors, etc.

Active Publication Date: 2020-07-07
LIAONING MOBILE COMM
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[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 quality inspection lags behind;
[0005] 3. Human judgment error exists in manual quality inspection: in the process of manual quality inspection, service scoring is the most difficult, and each quality inspection personnel has different measurement scales, so there will inevitably be human judgment errors
[0006] 4. Manual quality inspection results cannot be classified and analyzed: the existing quality inspection result information is relatively single, and it is impossible to perform classification summary or cross-category analysis, and it is also impossible to conduct the most fundamental cause analysis

Method used

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  • Method and device for quality inspection of service quality
  • Method and device for quality inspection of service quality
  • Method and device for quality inspection of service quality

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 2

[0113] figure 2 A schematic diagram of an implementation process for performing quality inspection on recording files provided by the embodiment of the present invention, as shown in 2, the process mainly includes the following steps:

[0114] Step 201: Obtain the recording file to be detected, and then perform step 202;

[0115] Step 202: Determine whether one or more keywords in the preset database exist in the recording file to be detected, if yes, perform step 203; if not, perform step 209;

[0116] Step 203: Identify the included keywords, and then execute Step 204;

[0117] Step 204: Determine whether the keyword belongs to the service ban, if yes, execute step 205, if not, execute step 206;

[0118] Step 205: Distribute service error alarm directly;

[0119] Step 206: Determine whether there is no answer within Q seconds after the incoming call is connected and / or whether the customer service personnel did not say the prescribed concluding remarks before hanging up,...

Embodiment 3

[0130] image 3 It is a schematic diagram of the composition and structure of the device for quality inspection of service quality provided by the embodiment of the present invention. The device for quality inspection of service quality includes:

[0131] An acquisition unit 31, configured to acquire an audio file to be detected;

[0132] An intercepting unit 32, configured to intercept the segment to be quality-checked in the voice text corresponding to the audio file;

[0133] A comparing unit 33, configured to compare the intercepted segment to be quality-checked with keywords in a preset database;

[0134] The processing unit 34 is configured to judge service quality based on the comparison result and generate a quality inspection result.

[0135] In the above solution, in a specific embodiment, the intercepting unit 32 can also be used for:

[0136] Intercepting N audio segments of the audio file; wherein, N is a positive integer;

[0137] Converting the N audio clips i...

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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.

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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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G10L25/51G06F16/332
CPCG06F16/3329G10L25/51
Inventor 赵洁
Owner LIAONING MOBILE COMM
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