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Customer service quality evaluation method and system

A technology of service quality and evaluation method, which is applied in the field of service quality evaluation of customer service, can solve problems such as low inspection efficiency, loss of accuracy of quality inspection results, missed hearing, wrong hearing, etc., so as to reduce the difficulty of implementation and reduce the amount of data processing , the effect of improving efficiency

Active Publication Date: 2018-03-23
GCI SCI & TECH
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Problems solved by technology

[0004] The existing customer service quality evaluation method relies on manpower, the inspection efficiency is not high, and it is easy to miss or hear wrongly in the process of listening to the recording, which leads to the loss of accuracy of the quality inspection results

Method used

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  • Customer service quality evaluation method and system
  • Customer service quality evaluation method and system
  • Customer service quality evaluation method and system

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Embodiment Construction

[0053] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0054] see figure 1 , is a schematic flow chart of the first embodiment of the method for evaluating the service quality of customer service provided by the present invention, and the method includes:

[0055] S101, extracting all service dialogues of the customer service in the dialogue to be analyzed;

[0056] S102. Obtain the process nodes corresponding to all the service dialogues one-to-one according to the process corpus, so as to obtain the service process ...

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Abstract

The invention relates to a customer service quality evaluation method which comprises: extracting all service dialogues of a customer service in a conversation to be analyzed; acquiring process nodescorresponding to all service dialogues according to a process corpus, wherein the process corpus comprises all process nodes of a standard service process, the serial numbers and linguistic data of all the process nodes of the standard service process; obtaining an order similarity according to all the acquired process nodes and the serial numbers; obtaining a process matching degree according toall the acquired process nodes; searching for process nodes having a preset service in all the acquired process nodes; obtaining service execution records corresponding to the process nodes having thepreset service; and evaluating the customer service quality according to all the service execution records, the process matching degree, and the order similarity. The customer service quality evaluation method improves the accuracy of the service quality evaluation. In addition, the present invention also provides a customer service quality evaluation system.

Description

technical field [0001] The invention relates to the technical field of data processing, in particular to a service quality evaluation method and system for customer service. Background technique [0002] In order to ensure that enterprises provide customers with a high level of service, it is usually necessary to evaluate the service quality of customer service. At present, the service quality evaluation method of customer service adopts a manual method, which monitors the service process of customer service personnel and gives certain evaluations by listening to the recordings of customer service personnel during the work process. [0003] Inventor is in the process of implementing the present invention, finds that the service quality evaluation method of existing customer service has following shortcoming: [0004] The existing customer service quality evaluation method relies on manpower, the inspection efficiency is not high, and it is easy to miss or hear wrongly in th...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06Q10/06
CPCG06Q10/06395G06Q30/016
Inventor 李坤
Owner GCI SCI & TECH
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