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Grading system based on speech recognition and sentiment analysis

A technology of emotion analysis and speech recognition, applied in speech analysis, commerce, instruments, etc., can solve problems such as untrue scoring scores and operator scoring.

Inactive Publication Date: 2018-04-27
ANHUI POPULAR SCI PROD ENG RES CENT
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] However, most of the existing scoring strategies combine the consultants to score the operators before the end of the call. However, there are often consultants who do not rate the operators. Secondly, the operators can guide the consultants to score, resulting in Rating score is not real

Method used

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  • Grading system based on speech recognition and sentiment analysis

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Embodiment Construction

[0027] refer to figure 1 , a scoring system based on speech recognition and sentiment analysis proposed by the present invention, comprising:

[0028] The voice acquisition module is used to acquire the voice information of consultants.

[0029] In a specific solution, the voice information of the consultant can be obtained by performing voice extraction on the call between the consultant and the operator.

[0030] The feature extraction module is used to extract the target emotional features in the voice information of the consultant.

[0031] The emotional judgment module is used to judge the emotional tendency type of the consultant according to the target emotional characteristics and the preset emotional judgment template, specifically for:

[0032] The emotion discrimination template includes a plurality of sub-templates, and each sub-template includes an emotional feature and an emotional tendency type corresponding to the emotional feature;

[0033] Comparing the ta...

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Abstract

The invention discloses a grading system based on speech recognition and sentiment analysis. The system is composed of a speech acquisition module for acquiring speech information of a consultant, a feature extraction module for extracting target sentiment characteristics in the speech information of consultant, a sentiment determination module for determining a sentiment tendency type of the consultant based on the target sentiment characteristics and a preset sentiment determination template, an internal grading module for carrying out internal grading on a telephone operator based on the sentiment tendency type of the consultant to obtain an internal score A of the telephone operator, and a performance grading module for carrying out performance grading on the telephone operator by combining the internal score A of the telephone operator and an independent grading score B of the consultant to obtain a performance score C of the telephone operator.

Description

technical field [0001] The invention relates to the technical field of speech recognition, in particular to a scoring system based on speech recognition and emotion analysis. Background technique [0002] In order to improve the ability to serve customers and fully meet the different requirements of customers, all large companies have established corresponding customer service centers. Customers only need to go through the customer service center to understand and handle the corresponding business, without going to the business hall. In the customer service center, customer service personnel are an important link between the company and customers. The service level of customer service personnel will largely affect the customer satisfaction with the company. In order to improve the enthusiasm of customer service personnel and improve the operating efficiency of the customer service center, the company usually uses professional scorers to rate and evaluate the comprehensive ...

Claims

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Application Information

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IPC IPC(8): G06Q30/00G06Q10/06G10L25/63
CPCG06Q10/06393G06Q30/016G10L25/63
Inventor 兰鲁光李飞俞琳
Owner ANHUI POPULAR SCI PROD ENG RES CENT
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