Method and device for evaluating service of customer service staff member

Abstract

The invention discloses a method for evaluating the service of a customer service staff member. The method comprises the following steps: obtaining voice data of conversation between the customer service staff member and a customer; performing voice segmentation on the voice data, so as to obtain a customer service staff member voice fragment corresponding to the customer service staff member; extracting customer service staff member voice characteristic data in the customer service staff member voice fragment, matching the customer service staff member voice characteristic data with object voice characteristic data in a design database, and determining object voice characteristic data with the maximal matching degree with the customer service staff member voice characteristic data; determining design rating corresponding to the object voice characteristic data with the maximal matching degree with the customer service staff member voice characteristic data as the evaluation of the service of the customer service staff member. The method can automatic evaluate the service of the service of the customer service staff member according to the voice data of the conversation between thecustomer service staff member and the customer, objectively and truly reflect the evaluation to the customer service staff member, and provides a true and effective basis for evaluating the service quality of the customer service staff member. Correspondingly, the invention discloses a device and equipment for evaluating the service of the customer service staff member and a computer readable storage medium, and has the same technical effect.

Description

technical field [0001] The present invention relates to the technical field of speech processing, and more specifically, relates to a method, device, equipment and computer-readable storage medium for evaluating customer service. Background technique [0002] With the modernization of society and the continuous innovation of Internet technology, customer service personnel have become an indispensable social role. Among them, customer service, as the basis of interpersonal relationship, is an important part of enterprise operation and development. [0003] In the prior art, the customer's subjective judgment is usually used as the main evaluation basis, combined with SMS reply, visual window and other technical feedback to evaluate the work of customer service personnel. Using the above method to evaluate the service of customer service personnel, customers are highly subjective, and to a certain extent cannot objectively and truly reflect the job evaluation of customer serv...

AI Technical Summary

Problems solved by technology

Using the above method to evaluate the service of customer service personnel, customers are highly subjective, and to a certain extent cannot objectively and truly reflect the job evaluation of customer service personnel; moreover, manual feedback service evaluation is more cumbersome, and many customers do not have the habit of feedback service evaluation, which makes The evaluation data obtained by the existing evaluation system lacks authenticity and does not have sufficient coverage

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