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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, can solve the problems of loss of accuracy of quality inspection results, prone to missed hearing, wrong hearing, and low inspection efficiency, so as to reduce the amount of data processing and avoid subjective Influence and reduce the effect of difficulty of realization

Active Publication Date: 2020-07-28
GCI SCI & TECH
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  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The existing service process quality inspection 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

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Embodiment Construction

[0051]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.

[0052] 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:

[0053] S101, extracting all service dialogues of the customer service in the dialogue to be analyzed;

[0054] S102. Obtain process nodes corresponding to all service dialogues one-to-one according to all service dialogues and the process corpus; wherein, the proces...

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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 a customer service agent, wherein the process language database comprises all the process nodes of a 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 serial numbers of all theprocess nodes of the standard service process; and performing service quality evaluation for customer service agent according to the sequence similarity. The method provided by the invention improvesobjectivity and efficiency of service quality evaluation of the customer service agent. Besides, 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] In the process of implementing the present invention, the inventor found that the existing service process quality inspection method has the following disadvantages: [0004] The existing service process quality inspection method relies on manpower, the inspection efficiency is not high, and it is easy to miss or mishear the recording du...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06Q10/06G06Q30/00G06F16/33
CPCG06F16/3334G06F16/3335G06F16/334G06Q10/06395G06Q10/06398G06Q30/016
Inventor 李坤
Owner GCI SCI & TECH
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