Voice customer service quality inspection method, customer service quality inspection equipment and storage medium

A voice customer service and customer service technology, applied in voice analysis, voice recognition, semantic analysis, etc., can solve problems that are difficult to detect and service quality cannot satisfy customers, so as to improve quality, ensure accurate and comprehensive quality inspection results, and avoid missing inspections and the effect of false positives

Inactive Publication Date: 2020-04-21
SHANGHAI XIAOI ROBOT TECH CO LTD
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  • Abstract
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  • Claims
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AI Technical Summary

Problems solved by technology

[0005] However, there may be some service quality that cannot actually satisfy customers, but it is difficult to detect them using the above-mentioned quality inspection method of speech emotion recognition.

Method used

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  • Voice customer service quality inspection method, customer service quality inspection equipment and storage medium
  • Voice customer service quality inspection method, customer service quality inspection equipment and storage medium

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Embodiment Construction

[0035] As mentioned above, currently for voice customer service, voice emotion recognition is used for quality inspection. However, some service quality may not actually satisfy customers, but it is difficult to detect with the way of speech emotion recognition.

[0036] In order to solve the above problems, on the one hand, the embodiment of the present invention recognizes the voice emotion type conveyed in the voice characteristics of the customer service through voice emotion recognition; The semantic emotion type of the customer service conveyed in the communication, and combined with identifying the voice emotion type and the semantic emotion type of the customer service, determines the service quality of the customer service. In this quality inspection process, the emotional characteristics of the customer service conveyed by voice and semantics are taken into account to avoid missed detection and false detection, thereby improving the quality of voice customer service ...

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Abstract

The embodiment of the invention provides a voice customer service quality inspection method, customer service quality inspection equipment and a storage medium. The voice customer service quality inspection method comprises the steps: obtaining an audio interaction file to be subjected to quality inspection; performing voice emotion recognition on the audio interaction file to recognize a voice emotion type of a customer service staff conveyed from voice features; transcribing the audio interaction file into a text file; carrying out semantic recognition on the transcribed text file to recognize a semantic emotion type, conveyed in the content of the text file, of the customer service staff; determining the service quality of the customer service staff in combination with the recognized voice emotion type and semantic emotion type of the customer service staff and obtaining a first quality inspection result of the customer service staff; and outputting the quality inspection result ofthe customer service staff. By adopting the scheme, the quality of voice customer service quality inspection can be improved.

Description

technical field [0001] The embodiments of the present invention relate to the technical field of voice processing, and in particular, to a voice customer service quality inspection method, customer service quality inspection equipment, and a storage medium. Background technique [0002] In order to improve customer service satisfaction, there are usually dedicated customer service personnel to interact with customers for pre-sales, sales or after-sales services, such as providing consulting services, product quality assurance services, and product feedback. At present, according to the different communication media with customers, customer service can be divided into two categories: one is text customer service, and the other is voice customer service. Text customer service refers to customer service mainly in the form of typing chat. Voice customer service mainly includes customer service in the form of telephone or online voice. [0003] In order to ensure the service qu...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51G10L15/18G10L15/26G10L25/60G10L25/63G06F40/30
CPCG10L15/1822G10L15/26G10L25/60G10L25/63H04M3/5175
Inventor 曾永梅李波
Owner SHANGHAI XIAOI ROBOT TECH CO LTD
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