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Call speech quality inspection method and device, computer equipment and storage medium

A call recording and voice technology, which is applied in voice analysis, voice recognition, telephone communication, etc., can solve the problems of unobjective quality inspection results, high cost, and low efficiency, so as to improve the efficiency of quality inspection, reduce the cost of quality inspection, and achieve objective strong effect

Active Publication Date: 2019-01-04
PING AN TECH (SHENZHEN) CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] Embodiments of the present invention provide a voice quality inspection method, device, computer equipment, and storage medium to solve the problems of high cost, low efficiency, and unobjective quality inspection results existing in manual voice quality inspection

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  • Call speech quality inspection method and device, computer equipment and storage medium
  • Call speech quality inspection method and device, computer equipment and storage medium
  • Call speech quality inspection method and device, computer equipment and storage medium

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Embodiment Construction

[0029] 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 some of the embodiments of the present invention, but not all of them. 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.

[0030] In the voice quality inspection method for a call provided by the embodiment of the present invention, the voice quality inspection method for a call can be applied as figure 1 shown in the application environment. Specifically, the call voice quality inspection method is applied in a voice quality inspection system, and the voice quality inspection system includes such as figure 1 The client and the server are shown, and the client and the ser...

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Abstract

The invention discloses a call speech quality inspection method and device, computer equipment and a storage medium, and is applied to the field of artificial intelligence. The method comprises the following steps: acquiring the call recording data in the quality inspection cycle, wherein the call recording data carries the seat person identifier; using the target speech static decoding network toperform text translation of the call recording data so as to obtain the call text data; performing sensitive word verification on the call text data, extracting the target sensitive words and obtaining the first quality inspection score value based on the target sensitive words; using a multi-dimensional quality inspection scoring model corresponding to the quality inspection scoring table to perform quality inspection scoring on the call recording data and the call text data so as to obtain the second quality inspection score value; and obtaining the comprehensive quality inspection result corresponding to the seat person identifier according to the first quality inspection score value and the second quality inspection score value. The method has low cost and high efficiency in call speech quality inspection and has more objective quality inspection result.

Description

technical field [0001] The invention relates to the field of speech processing, in particular to a call speech quality inspection method, device, computer equipment and storage medium. Background technique [0002] In financial institutions such as banks, securities and insurance or other institutions, with the development of business, professional agents need to be equipped to provide services to customers to meet the needs of business development. In order to standardize the communication process between agents and customers, it is necessary to preset the corresponding operating specifications, and the trained professional quality inspection personnel will conduct quality inspection on the call recordings in the process of communicating between agents and customers according to the operating specifications. This process consumes a lot of time Labor cost and time cost, and the quality inspection efficiency is low. Moreover, with the increase of quality inspection workload,...

Claims

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Application Information

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IPC IPC(8): H04M3/22H04M3/51G10L15/26G10L25/60
CPCG10L15/26G10L25/60H04M3/2227H04M3/5175
Inventor 黄锦伦
Owner PING AN TECH (SHENZHEN) CO LTD
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