Customer service quality automatic scoring method based on natural language processing

Abstract

The invention provides a customer service quality automatic scoring method based on natural language processing. The method comprises the following steps: firstly, carrying out voice transfer on customer service call records, and then simply correcting a transfer result; then, analyzing and scoring the characters according to a scoring detail rule given by the client; and finally, outputting a scoring result of each scoring detail rule, and giving a score reason and a total score. The method is based on the analysis of the records generated by a large number of customer service call recordingsystems which are actually applied at present, so that the acquisition equipment does not need to be deployed again for collecting the customer service call records; compared with a traditional methodfor scoring the customer service quality based on artificial listening and artificial subjective feelings, the customer service quality can be scored on the premise that high accuracy and high efficiency are kept. Besides, the scoring method adopted by the invention can update the rule by the user autonomously along with the service change, can update the scoring model without modifying the code,is simple in calculation and high in scoring speed, saves a large amount of manpower, and can be applied to a real-time environment.

Description

technical field [0001] The present invention generally relates to the field of Internet financial customer service quality monitoring and monitoring, in particular to an automatic scoring method for customer service quality based on natural language processing. Background technique [0002] In the past, in corporate marketing activities, most companies only paid attention to the development of new customers, and did not pay attention to maintaining existing old customers, resulting in a large loss of old customers. Improving the quality of customer service can effectively prevent the loss of old customers and attract more new customers. Paying attention to the quality of customer service can achieve twice the result with half the effort. Therefore, monitoring the quality of customer service through scoring can effectively improve the quality of customer service. [0003] Initially, human reading or listening to call recordings were used to score customer service quality. ...

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