Online voice emotion identifying and monitoring system of call center customer service system

Abstract

The invention relates to an online voice emotion identifying and monitoring system of a call center customer service system. The system comprises an auxiliary voice parameter monitoring unit, a main voice parameter monitoring unit and a basic database; an access terminal of each telephone located in the call center customer service system is provided with an individual voice call collection and storage module, the information of the individual voice call collection and storage module is transmitted to the basic database in real time, and the individual voice call collection and storage module is directly connected with the basic database to form an integral structure; a two-way monitoring module is arranged between the access terminal and an output terminal of each telephone located in the call center customer service system, the two-way monitoring module is connected with each PC corresponding to each telephone located in the call center customer service system, and a display unit is arranged on the PC; and the output end of each telephone located in the call center customer service system is connected with a monitoring center of the call center customer service system, and the monitoring center is provided with a monitoring platform.

Description

technical field [0001] The invention belongs to the field of large-scale call center customer service, and in particular relates to an online voice emotion recognition and monitoring system for a call center customer service system. Background technique [0002] With the establishment and operation of an intensive and specialized public utility service platform, the call center customer service system of public service centers has become an increasingly important proportion of serving power customers. The call center customer service system is an important channel to serve the "last mile" of power customers. It unifies customer service standards, eliminates regional urban-rural differences, improves demand response speed, and improves customer service perception. In the call center customer service system, the intelligent monitoring of emotions plays an increasingly important role in enhancing services and strengthening customer service supervision. The emotional intelligen...

AI Technical Summary

Problems solved by technology

This kind of system exists: 1. In addition to expressing the characteristics of the sub-speech parameters (speech intensity, intonation) of the speech, emotions will also be reflected differently in the main speech parameters. For example, people may use more vocals when they are angry. Offensive and insulting words, and for example, in a state of tension, more grammatical errors may occur, etc., the recognition accuracy of emotion recognition is not enough only by relying on the paralinguistic parameters of the existing system; Huge, based on the principle of obtaining as wide a range as possible, the existing sampling methods are basically: different ages, different regions, different genders, multiple channels and multiple forms (natural voice, induced voice, simulated voice), etc. to establish a unified database, but unified The database is the average value of the overall sample, which does not reflect the differences and individuality of each person's speech. For example, some people naturally speak fast and loudly, even under normal emotions, so the database cannot be matched; 3. Existing The system only recognizes emotions, but does not apply the results

All of these lead to imperfect emotional intelligent monitoring in the call center customer service system, and a low effective service rate, which directly leads to the low service level of the call center customer service system.

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