A method to improve the efficiency of public opinion monitoring based on customer sentiment analysis

A sentiment analysis and customer technology, applied in the field of communications, can solve the problems of inability to accurately judge customer public opinion, low efficiency of customer public opinion monitoring, incomplete customer voice capture, etc., to achieve the effect of accurate judgment and convenient follow-up monitoring.

Active Publication Date: 2021-04-30
SICHUAN XW BANK CO LTD
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Problems solved by technology

[0003] The purpose of the present invention is to solve the problem that the existing customer public opinion monitoring efficiency is low, resulting in incomplete capture of customer voices and the inability to accurately judge customer public opinion. The present invention provides a method for improving the efficiency of public opinion monitoring based on customer sentiment analysis. Methods By analyzing the customer's emotion during the conversation with the artificial seat, the potential public opinion is found, and the potential public opinion is recorded in the database. Freed from labor, able to actively discover public opinion and guide public opinion monitoring workers to complete daily public opinion monitoring

Method used

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Embodiment Construction

[0027] All the features disclosed in this specification, except mutually exclusive features and / or steps, can be combined in any way.

[0028] The present invention will be described in detail below.

[0029] A method for improving the efficiency of public opinion monitoring based on customer sentiment analysis, comprising the following steps:

[0030] S1: Obtain available customer voice;

[0031] S11: Select calls in batches, and use filters to filter the voices in the voice database. There are multiple screening models in the filter. The screening models include the silent phone model, the call duration model, and the agent number model; firstly, through the silent phone model. First-level screening, and at the same time, remove such calls; use the call duration model or the agent number model to perform secondary screening on the remaining calls, from the remaining calls to the qualified customers during the call with the customer service After the original voice, scene s...

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Abstract

The invention discloses a method for improving the efficiency of public opinion monitoring based on customer emotion analysis, which relates to the technical field of computer communication and includes the following steps: S1: acquiring available customer voices; S2: reading customer voices, extracting emotional feature parameters from customer voices, and Quantify the emotional characteristic parameters into numerical values; S3: compare the emotional characteristic parameters with the preset emotional characteristic parameter thresholds, conduct further semantic analysis on customers whose emotional characteristic parameters exceed the threshold, and identify potential public opinion; S4: analyze The results are recorded in the database. The invention solves the problem that the existing customer public opinion monitoring efficiency is low, which leads to incomplete capture of customer voices and the inability to accurately judge customer public opinion.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method for improving public opinion monitoring efficiency based on customer sentiment analysis. Background technique [0002] The intelligent voice analysis system will play the role of a compass of voice analysis. Through the analysis of the reasons for calls, repeated calls, call duration, and satisfaction of complaining customers, it can timely grasp the changing trends of customer demand hotspots and find problems or service risks in the service process. Quickly take effective countermeasures to provide strong support for promoting service and marketing improvements. The purpose of monitoring potential public opinion in customer voice is to let us know the hot spots of current customers and the changes in access trends of hot business, so as to understand abnormalities in time, analyze the causes of abnormalities, and propose solutions to stop or solve them. However...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G10L25/63
CPCG10L25/63
Inventor 李元俊陈建刚陈林江王月超毛航李秀生
Owner SICHUAN XW BANK CO LTD
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