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Customer-service quality evaluation method and device

A quality evaluation and customer service technology, applied in the computer field, can solve problems such as inconsistent evaluation results, no unified evaluation standards, and low efficiency, and achieve the effects of improving efficiency, improving compliance, and improving accuracy

Inactive Publication Date: 2018-04-06
GCI SCI & TECH
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Problems solved by technology

[0004] It is understandable that the existing customer service quality evaluation process relies on the manual judgment of the quality inspector, so the efficiency is very low, and because there is no unified evaluation standard, it completely depends on the subjective judgment of the quality inspector, so it is easy to appear. The evaluation results do not match the actual situation

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  • Customer-service quality evaluation method and device

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Embodiment Construction

[0036] 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.

[0037] Such as figure 1 As shown, it is a schematic flow chart of a preferred embodiment of the customer service quality evaluation method provided by the present invention, including steps S11 to S13, specifically as follows:

[0038] S11: When receiving a model training instruction, acquire at least one training sentence and an emotion label corresponding to each training sentence.

[0039] It should be noted that this embodiment is implemented by a customer ser...

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Abstract

The invention discloses a customer-service quality evaluation method and device. The customer-service quality evaluation method includes: acquiring at least one training sentence and an emotion label,which corresponds to each training sentence, when a model training instruction is received; acquiring a preset neural network model, and carrying out training according to each training sentence, theemotion label, which corresponds to each training sentence, and the neural network model to obtain an emotion analysis model; and analyzing each customer-service dialogue according to the emotion analysis model to obtain an emotion coefficient of each customer-service dialogue, and generating a corresponding customer-service quality evaluation result according to each emotion coefficient. By adopting the method, efficiency of a process of evaluating customer-service quality can be improved, and an accuracy rate of the evaluation result can be increased.

Description

technical field [0001] The invention relates to the field of computer technology, in particular to a method and device for evaluating customer service quality. Background technique [0002] Service quality is the basis for the survival and development of an enterprise (especially an enterprise in the service industry). Quality inspection, that is, quality inspection, is an important guarantee for an enterprise to have high-quality and stable service quality. [0003] In today's customer service field, the evaluation of customer service quality usually consists of customer service personnel's response time, service attitude, service terms, service skills, consultation content and other aspects. Among them, the evaluation of the service attitude of the customer service personnel is usually conducted by the quality inspector to monitor the real-time telephone conversation or telephone recording of the customer service personnel, and analyze and judge whether the customer servi...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/27G06Q30/00G06Q30/02G06N3/04G06N3/08
CPCG06N3/08G06Q30/016G06Q30/0282G06F40/30G06N3/045
Inventor 赵舒阳
Owner GCI SCI & TECH
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