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Intelligent quality inspection system and intelligent quality inspection method for customer service recording, and computer readable storage medium

A kind of customer service and intelligent technology, applied in the field of automatic information processing, can solve the problems of difficult customer service quality assessment, low inspection coverage, relying on labor, etc., to save time and labor costs, improve the degree of standardization, and improve the effect of coverage.

Inactive Publication Date: 2019-02-12
WEBANK (CHINA)
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Problems solved by technology

[0005] The main purpose of the present invention is to provide an intelligent quality inspection system, method, and computer-readable storage medium for customer service recording, aiming to solve the problem that the existing customer service recording quality inspection process relies on manual work, the inspection coverage rate is low, and it is difficult to improve customer service quality. Technical issues for full assessment

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  • Intelligent quality inspection system and intelligent quality inspection method for customer service recording, and computer readable storage medium
  • Intelligent quality inspection system and intelligent quality inspection method for customer service recording, and computer readable storage medium
  • Intelligent quality inspection system and intelligent quality inspection method for customer service recording, and computer readable storage medium

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Embodiment Construction

[0047] It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0048] See figure 2 , figure 2 It is a block diagram of an intelligent quality inspection system for customer service recording proposed by the present invention. Wherein, the system includes a voice recognition module 10, a quality inspection scoring module 20, a quality inspection platform 30;

[0049] Described voice recognition module 10 is used for obtaining customer service voice file, and carries out voice recognition to described customer service voice file, extracts corresponding text data;

[0050] More specifically, the speech recognition module 10 includes the following functional units: speech acquisition unit 110, speech storage unit 120, decompression unit 130, speech recognition unit 140; wherein,

[0051] The voice acquiring unit 110 is connected to the voice database D1 of the telecom operator, ...

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Abstract

The invention provides an intelligent quality inspection system for customer service recording. The system comprises a voice recognition unit, a quality inspection scoring module and a quality inspection platform, wherein the voice recognition module is configured to acquire a customer service voice file, perform voice recognition on the customer service voice file, and extract corresponding textdata; the quality inspection scoring module is configured to analyze the text data, score the quality inspection indicators according to the analysis result and a preset quality inspection scoring rule, and perform statistical analysis on the scoring results of each of the quality inspection indicators to obtain a corresponding quality inspection statistical report; and the quality inspection scoring module is further configured to push the scoring results of each of the quality inspection indicators and / or the quality inspection statistical report to the quality inspection platform. The invention also provides an intelligent quality inspection method for customer service recording and a computer readable storage medium. The intelligent quality inspection system for customer service recording solves the technical problem that the existing customer service recording quality inspection process has labor relying, low inspection coverage, and difficulty in comprehensively evaluating the quality of customer services.

Description

technical field [0001] The invention relates to the technical field of automatic information processing, in particular to an intelligent quality inspection system and method for customer service recording, and a computer-readable storage medium. Background technique [0002] At present, most enterprises usually first listen to customer service recordings through quality inspection personnel, conduct random inspection and scoring of customer service recordings, and then complete the evaluation of telephone customer service quality. The specific process is as follows: figure 1 shown. [0003] In this kind of quality inspection process, the extraction and scoring of customer service recordings are basically done manually, but manual random inspection has certain limitations, the inspection coverage is low, and there is a risk of imbalance in quality inspection samples. In general, the proportion of quality inspectors is far less than that of customer service personnel, so it i...

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Application Information

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IPC IPC(8): H04M3/51G10L15/26
CPCG10L15/26H04M3/5175
Inventor 鲍志强杨海军徐倩杨强
Owner WEBANK (CHINA)
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