Intelligent voice analysis method and system for offline quality inspection
A technology of intelligent voice and analysis method, applied in voice analysis, voice recognition, automatic exchange, etc., can solve the problems of affecting the quality inspection effect, low quality inspection work efficiency, performance appraisal distortion, etc., to achieve efficient transcription and flow Simple, solve the effect of high error rate
Inactive Publication Date: 2020-02-11
SHENZHEN POWER SUPPLY BUREAU
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Problems solved by technology
[0003] The existing quality inspection process has problems such as low coverage of quality inspection, distortion of performance appraisal, and low efficiency of quality inspection, which seriously affects the effect of quality inspection
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[0036] 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 only some, not all, embodiments of the present invention.
[0037] In order to make those skilled in the art more clearly understand the purpose, technical solutions and advantages of the invention, the invention will be further elaborated below in conjunction with the accompanying drawings and embodiments.
[0038] see figure 1 As shown in FIG. 1 , an intelligent speech analysis method for off-line quality inspection provided by the present invention is shown. In this embodiment, the method includes the following steps:
[0039] Step S10, collecting and storing the unstructured recording files recorded in the voice recorder, specifically the calls of the voice agents need to be recorded;
[0040] This step further includes...
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The invention provides an intelligent voice analysis method for offline quality inspection. The intelligent voice analysis method comprises the following steps: step 1, collecting and storing unstructured recording files recorded by a recording telephone; step 2, performing voice recognition on the recorded recording telephone, and converting the recorded recording telephone into unstructured textdata; 3, indexing the unstructured text data, and converting the indexed text data into structured text data; and step 4, carrying out value information extraction processing on the indexed structured data, and carrying out offline quality inspection processing on the extracted structured text data. The invention further provides a corresponding system. By implementing the method and the system,efficient transfer, analytical statistics and data mining of the voice data can be realized, and the method and the system have the advantages of accurate analysis, simple process and relatively highpracticability.
Description
technical field [0001] The invention relates to the technical field of intelligent voice, in particular to an intelligent voice analysis method and system for offline quality inspection. Background technique [0002] With the development of network, communication, and computer technology, enterprises present the characteristics of electronization, remoteness, virtualization, and networking, and more online enterprises emerge in large numbers. The communication and dialogue between customers and enterprises has also developed from face-to-face consultation and negotiation to communication and communication based on remote means such as the Internet and telephone. In this context, the telephone-based customer service center (call center) has become an important way for enterprises to interact with users. The customer service center is faced with a large number of telephone voice services every day, and handles the diverse service needs of customers, including pre-sales consul...
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IPC IPC(8): H04M3/51G10L15/26G10L25/51
CPCG10L15/26G10L25/51H04M3/5175
Inventor 陈辉饶海红温儒玲乔数蒋玲张洪图赖琼玉陈佳芳陈利霞
Owner SHENZHEN POWER SUPPLY BUREAU