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Service quality evaluation method and system for customer service

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

Active Publication Date: 2021-06-18
GCI SCI & TECH
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AI Technical Summary

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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  • Service quality evaluation method and system for customer service
  • Service quality evaluation method and system for customer service
  • Service quality evaluation method and system for customer service

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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 service quality evaluation method for customer service, the method comprising: extracting all service dialogues of customer service in the dialogue to be analyzed; obtaining process nodes corresponding to all service dialogues according to the process corpus; wherein the process corpus includes standard service processes The serial numbers and corpus of all the process nodes of the standard service process and all the process nodes of the standard service process; the sequence similarity is obtained according to all the obtained process nodes and the sequence numbers; the process matching degree is obtained according to all the obtained process nodes; Find the process nodes with preset business in the process nodes; obtain the business execution records corresponding to the process nodes with preset businesses; evaluate the service quality of customer service according to all business execution records, process matching degree and sequence similarity. The service quality evaluation method for customer service of the invention improves the accuracy of service quality evaluation, and at the same time, the invention also provides a service quality evaluation method for customer service.

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