Novel call quality inspection system and method of customer service personnel

A new type of customer service technology, applied in the direction of telephone communication, subscriber special service, automatic exchange, etc., can solve the problems of low efficiency and slow speed, and achieve the effect of high efficiency and high speed

Inactive Publication Date: 2017-12-12
EMOTIBOT TECH LTD
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  • Abstract
  • Description
  • Claims
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Problems solved by technology

However, this method needs to arrange quality inspection per

Method used

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  • Novel call quality inspection system and method of customer service personnel
  • Novel call quality inspection system and method of customer service personnel

Examples

Experimental program
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Embodiment

[0034] A new type of customer service call quality inspection system, such as figure 1 As shown, including separation module, sentiment analysis module and quality analysis module;

[0035] The separation module is used for preprocessing the voice signal to be detected, and the voice signal to be detected is separated into a customer service voice signal and a customer voice signal; preprocessing in the separation module includes:

[0036] It is used to perform speech decoding on the speech signal to be detected, and filter the speech decoded signal to extract the speech signal with the human voice signal; the filtering in the preprocessing includes: filtering the noise of the speech decoded signal, and detecting The human voice signal in the filtered signal is extracted to extract the voice signal with the human voice signal. Voice decoding supports data formats of various recording platforms, including v3, mp3, wma, etc. In practical applications, background noise is an in...

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Abstract

The invention provides a novel call quality inspection system and a method of customer service personnel. The system comprises a separation module, an emotion analysis module and a quality analysis module, wherein the separation module preprocesses a voice signal to be detected and separates a customer service personnel sound fragment from a customer sound fragment in a sound track; the emotion analysis module performs analysis to obtain a customer service personnel emotion state and a customer emotion state; and the quality analysis module performs analysis to obtain the quality of a call according to the customer service personnel emotion state and the customer emotion state. The quality of the call between the customer service personnel and a customer is automatically inspected by using an artificial intelligence technology; whether phenomena such as anger and impatience exist in the call is detected; a quality inspection person is not required to be arranged for control; the quality of an incoming call or an outgoing call can be automatically detected; and the efficiency and speed are high.

Description

technical field [0001] The invention belongs to the technical field of speech processing, and in particular relates to a novel customer service call quality inspection system and method. Background technique [0002] A call center is a service organization composed of a group of service personnel in a relatively centralized place. Usually use computer communication technology to handle telephone inquiries from enterprises and customers. The call center also has the ability to handle a large number of incoming or outgoing calls at the same time, and also has a calling number display, which can automatically assign incoming calls to personnel with corresponding skills, and can record and store all incoming or outgoing call information. [0003] The call centers of general enterprises receive a large number of incoming calls from customers or make a large number of outgoing calls every day, and the calls between customer service and customers are recorded and saved. Enterpris...

Claims

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Application Information

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IPC IPC(8): G10L25/63H04M3/51
CPCG10L25/63H04M3/5175
Inventor 简仁贤应建中孙廷伟
Owner EMOTIBOT TECH LTD
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