Automatic voice quality inspection method, system thereof, device and storage medium

An automatic voice and voice file technology, applied in voice analysis, voice recognition, instruments, etc., can solve problems such as poor timeliness, quality inspection scoring error, and low quality inspection efficiency, so as to improve the accuracy of quality inspection and improve quality inspection. Efficiency, the effect of reducing time consumption

Inactive Publication Date: 2019-03-08
GRG BAKING EQUIP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the entire quality inspection process is manually operated, which has defects such as poor timeliness and low quality inspection efficiency, and is easily affected by human factors such as mood swings of quality inspectors during assessment and scoring, resulting in problems in quality inspection scores. Due to human judgment errors, it is impossible to objectively rate the service quality of customer service personnel

Method used

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  • Automatic voice quality inspection method, system thereof, device and storage medium
  • Automatic voice quality inspection method, system thereof, device and storage medium
  • Automatic voice quality inspection method, system thereof, device and storage medium

Examples

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Embodiment Construction

[0021] The embodiment of the present invention provides a method for automatic voice quality inspection, see figure 1 As shown, including S11~S14:

[0022] S11. Obtain the voice file to be inspected.

[0023] Specifically, the voice file to be inspected can be obtained from the voice call recording file, and the voice call recording file can be uploaded locally or obtained in real time; the voice file to be inspected can be a complete voice call recording file, or can be screened according to certain rules For example, only the recordings of a certain period of quality inspection and a certain customer service can be screened out according to the corresponding rules and used as voice files to be inspected.

[0024] S12. Process the audio file to be inspected, and convert the audio file to be inspected into a structured text file.

[0025] As a preferred solution, S12 includes:

[0026] Separating the voice file to be inspected to obtain the customer service voice file;

[...

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PUM

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Abstract

The invention discloses an automatic voice quality inspection method, a system thereof, a device and a storage medium. The method includes the following steps: obtaining a voice file to be inspected;processing the voice file to be inspected, and converting the voice file to be inspected into a structured text file; scoring the voice file to be inspected and the structured text file according to apreset quality inspection scoring dimension and a preset score rule, and obtaining the score corresponding to each quality inspection scoring dimension; wherein, the quality inspection scoring dimension includes speech rate and silent analysis scoring, emotional analysis scoring, keyword and sensitive word detection scoring, and quality inspection rule matching scoring; and obtaining the final score of the voice file to be inspected according to the score corresponding to each quality inspection scoring dimension. The method can realize automatic voice quality inspection, and improves qualityinspection efficiency and accuracy.

Description

technical field [0001] The invention relates to the technical field of artificial intelligence voice quality inspection, and in particular to an automatic voice quality inspection method, system, device and computer-readable storage medium. Background technique [0002] The call center uses customer service staff to dial or answer customer calls to provide product consultation, after-sales support, telemarketing and other services or to receive customer feedback and complaints. It is an important window for enterprises to provide external services. Call center customer service personnel face customers directly, and their service quality is directly related to customer satisfaction. The voice quality inspection for call center customer service personnel is to ensure service quality and improve customer satisfaction. [0003] The traditional method of voice quality inspection is to set up manual quality inspection posts, and the quality inspectors will sample and listen to the...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L15/26G10L25/60G10L25/63
CPCG10L15/26G10L25/60G10L25/63
Inventor 张承业王乃洲陈光曾谁飞
Owner GRG BAKING EQUIP CO LTD
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