Customer service quality detection method and device and readable storage medium
A quality inspection method and customer service technology, applied in the field of customer service quality inspection method and device, and readable storage medium, can solve the problems of unguaranteed coverage, high time cost and personnel cost, and achieve convenient management of service business, The effect of reducing inspection costs
Inactive Publication Date: 2019-08-02
SHANGHAI PPDAI FINANCE INFORMATION SERVICE CO LTD
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This method of manual sampling inspection not only costs a lot of time and personnel, but also cannot guarantee the coverage of the inspection.
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[0027] In the prior art, usually, the customer service quality inspection is performed by inspectors to check the customer service dialogue files through random inspection, so as to detect the quality of customer service. This method of manual sampling inspection not only costs a lot of time and personnel, but also cannot guarantee the coverage of the inspection.
[0028] In the embodiment of the present invention, the dialog text of the customer service is divided into at least one dialog text segment; the dialog text segment is classified to obtain at least one dialog tag corresponding to the dialog text segment; the dialog corresponding to all the dialog text segments The tags are aggregated and counted to obtain the statistical information of the dialog tags corresponding to all the dialog text segments; according to the preset quality inspection rules and the statistical information of the dialog tags corresponding to all the dialog text segments, the customer service qual...
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The invention discloses a customer service quality detection method and device and a readable storage medium, and the method comprises the steps: dividing a dialogue text of a customer service into atleast one dialogue text segment; classifying the dialogue text fragments to obtain at least one dialogue label corresponding to the dialogue text fragments; aggregating and counting the dialogue labels corresponding to all dialogue text segments to obtain statistical information of the dialogue labels corresponding to all dialogue text segments; and obtaining a client service quality detection result according to a preset quality inspection rule and the statistical information of the conversation labels corresponding to all the conversation text segments. According to the scheme, the customerservice quality can be efficiently and accurately detected.
Description
technical field [0001] The invention belongs to the technical field of communication, and in particular relates to a method and device for detecting customer service quality, and a readable storage medium. Background technique [0002] Customer service conversations are a common form of customer service used across industries. [0003] By testing the quality of customer service, we can know the degree of customer satisfaction with customer service. In the prior art, usually, the customer service quality inspection is performed by inspectors to check the customer service dialogue files through random inspection, so as to detect the quality of customer service. This method of manual sampling inspection not only costs a lot of time and personnel, but also cannot guarantee the coverage of the inspection. Contents of the invention [0004] The embodiment of the present invention solves how to efficiently and accurately detect customer service quality. [0005] In order to so...
Claims
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IPC IPC(8): G06F16/332G06F16/33G06F16/35G06F17/27G06Q10/06G06Q30/00G06Q30/02
CPCG06F16/3329G06F16/3344G06F16/355G06Q10/06395G06Q30/01G06Q30/0281G06F40/216
Inventor 李奇倚温舒王昊李婷玉张俊
Owner SHANGHAI PPDAI FINANCE INFORMATION SERVICE CO LTD