Full-quantity real-time automatic service quality inspection system and method

An automatic service and detection module technology, applied in the direction of automatic exchange, subscriber special service, voice analysis, etc., can solve the problems of inability to guarantee real-time performance, incomplete coverage, large sample randomness, etc., and achieve the effect of improving customer service quality

Inactive Publication Date: 2020-05-12
科讯嘉联信息技术有限公司
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AI Technical Summary

Problems solved by technology

[0003] However, the traditional mode generally conducts customer service voice quality inspection through offline sampling after the event. Generally, the audio is sampled for several hours or even days for post-event quality inspection, which cannot guarantee real-time performance; and traditional manual quality inspection based on statistical sampling, the sample is random. incomplete coverage

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  • Full-quantity real-time automatic service quality inspection system and method
  • Full-quantity real-time automatic service quality inspection system and method
  • Full-quantity real-time automatic service quality inspection system and method

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Embodiment Construction

[0039] refer to figure 1 , a full-quantity real-time automatic service quality inspection system proposed by the present invention, including: an audio separation module, an interjection detection module, a voice transcription module, a taboo language monitoring module, an honorific language detection module and a statistical analysis module.

[0040] The audio separation module is used to connect the telephone terminal to obtain the conversation between people, and is used to capture and separate the roles of the real-time voice stream of the conversation between people to obtain the voice of the agent and the voice of the user.

[0041] Specifically, in this embodiment, the communication terminal includes a softphone terminal and a telephone terminal. For softphone terminals, audio capture and separation can be realized through built-in drivers; for telephone terminals, audio capture and separation can be realized through AI boxes.

[0042] The interruption detection module...

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Abstract

The invention provides a full-quantity real-time automatic service quality inspection system. The system comprises an audio separation module, an interruption detection module, a voice transliterationmodule, a tabu language monitoring module, a honorific detection module and a statistical analysis module. According to the full-quantity real-time automatic service quality inspection system provided by the invention, through audio separation, voice writing, word detection and interruption detection, voice flow information of human-to-human conversation is captured in real time and role separation is carried out, quasi-real-time voice transliteration and quality inspection are realized, and particularly, online detection and comprehensive quality inspection of customer service calls are realized.

Description

technical field [0001] The invention relates to the technical field of voice detection, in particular to a system and method for full-volume real-time automatic service quality inspection. Background technique [0002] Modern society has become an information society. At present, customer service has become an indispensable role in various sales and service industries. The quality of customer service is directly related to the number of customers. Therefore, the quality inspection of customer service is very important. [0003] However, the traditional mode generally conducts customer service voice quality inspection through offline sampling after the event. Generally, the audio is sampled for hours or even days for post-event quality inspection, which cannot guarantee real-time performance; and traditional manual quality inspection based on statistical sampling, the sample is random. Incomplete coverage. Contents of the invention [0004] Based on the technical problems...

Claims

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Application Information

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IPC IPC(8): H04M3/22H04M3/51G10L15/05G10L25/51
CPCG10L15/05G10L25/51H04M3/2227H04M3/5175
Inventor 熊京萍李钊辉蔡劲松卫海智赵发君苏玉虎
Owner 科讯嘉联信息技术有限公司
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