Counter voice monitoring method and device, computer device and storage medium

Abstract

The invention discloses a counter voice monitoring method and device, a computer device and a storage medium. The method comprises: acquiring original voice data through a microphone array; performingdata preprocessing on the original voice data to obtain target voice data; performing voiceprint feature extraction on the target voice data, and obtaining a target voiceprint feature; using a pre-trained voice recognition model to recognize the target voiceprint feature, and obtaining target text data corresponding to the target voiceprint feature; recognizing the target text data to obtain a recognition result; highlighting sensitive words in the target text data if the recognition result shows that the target text data includes the sensitive words, and acquiring sensitive text data; querying a duty schedule on the basis of the microphone array identification and the acquisition time, and acquiring corresponding counter personnel information; associating and storing the sensitive text data and the counter personnel information in a database to solve the problem that the counter staff cannot perform real-time voice monitoring and the processing is not timely.

Description

technical field [0001] The invention relates to the field of computers, in particular to a counter voice monitoring method, device, computer equipment and storage medium. Background technique [0002] At present, the counter personnel are mainly responsible for external business processing. Currently, the counter personnel are usually video-monitored when the business is handled through the manual counter. When the counter personnel have problems such as rude language, untimely business processing or bad attitude, they cannot understand what happened through video surveillance, which may bring losses to the company and affect the company's image. Therefore, the real-time voice monitoring of the counter staff and the sensitive words in the voice data are not monitored, which will lead to the problem of untimely handling of unexpected events. Contents of the invention [0003] Embodiments of the present invention provide a counter voice monitoring method, device, computer e...

AI Technical Summary

Problems solved by technology

[0003] The embodiment of the present invention provides a counter voice monitoring method, device, computer equipment, and storage medium to solve the problem that the counter personnel cannot be monitored in real time, resulting in untimely processing

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