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Method and system for service quality evaluation of customer service agent

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

Active Publication Date: 2018-04-06
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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  • Method and system for service quality evaluation of customer service agent
  • Method and system for service quality evaluation of customer service agent
  • Method and system for service quality evaluation of customer service agent

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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 present invention discloses a method for service quality evaluation of a customer service agent. The method comprises the steps of: extracting all the service dialogues of a customer service agentin a dialogue to be analyzed; obtaining process nodes being in one-to-one correspondence with all the service dialogues according to a process language database to obtain a service process of the customer service agent, wherein the process language database comprises all the process nodes of a standard service process, serial numbers of all the process nodes of the standard service process and language data corresponding to each process node of the standard service process; obtaining a sequence similarity of the service process of the customer service agent and the standard service process according to the obtained all the process nodes and the serial numbers of all the process nodes of the standard service process; and obtaining a process matching degree of the service process of the customer service agent and the standard service process according to the obtained all the process nodes. The method provided by the invention improves accuracy and efficiency of service quality evaluation of the customer service agent. The present invention further provides a system for service quality evaluation of a customer service agent.

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): G06Q10/06G06Q30/00
CPCG06Q10/0633G06Q10/06395G06Q30/01
Inventor 李坤
Owner GCI SCI & TECH
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