Civil aviation customer service scoring method and device

A civil aviation and customer service technology, applied in the computer field, can solve the problems of large human factors in manual sampling, single evaluation results, inability to correctly and objectively reflect the work situation of customer service, etc., and achieve the effect of reducing external interference factors.

Pending Publication Date: 2020-05-26
沈阳民航东北凯亚有限公司
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AI Technical Summary

Problems solved by technology

[0003] However, the work efficiency and accuracy of voice question-and-answer data sampling can no longer meet the work requirements of civil aviation customer service, and the human factors of manual sampling are relatively large, and it cannot accurately and objectively reflect the working conditions of customer service
[0004] Furthermore, the current voice question and answer data sampling method can only compare the questions answered by the customer service with the accurate answers of the preset standards, and then evaluate the work of the customer service. The evaluation results are single and cannot comprehensively reflect the work of the customer service.

Method used

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  • Civil aviation customer service scoring method and device
  • Civil aviation customer service scoring method and device
  • Civil aviation customer service scoring method and device

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Embodiment Construction

[0048] 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. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0049] In order to make the above objects, features and advantages of the present invention more comprehensible, the present invention will be further described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0050] refer to figure 1 , figure 1 It is a schematic flowchart of a civil aviation customer service scoring method provided by an embodiment of the present invention.

[0051] The scoring methods include:

[0...

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Abstract

The invention discloses a civil aviation customer service scoring method and device. According to the method, the voice data of civil aviation customer service staff is subjected to total analysis, so that external interference factors during manual casual inspection are reduced, scoring is performed from the aspects of the accuracy of customer service staff answers and the emotion degree in thedialogue process, and the comprehensive score of the customer service staff is obtained according to the scoring result of each dimension. That is to say, the scoring method can reflect the working condition of civil aviation customer service in a richer, more objective and more comprehensive manner.

Description

technical field [0001] The present invention relates to the field of computer technology, and more specifically, relates to a scoring method and device for civil aviation customer service. Background technique [0002] The staff of civil aviation customer service will generate a large amount of voice question and answer data every day. In order to evaluate the service of customer service, at present, manual inspection is mainly carried out through voice question and answer data sampling. [0003] However, the working efficiency and accuracy of voice question-and-answer data sampling can no longer meet the work requirements of civil aviation customer service, and the human factor of manual sampling is relatively large, and it cannot accurately and objectively reflect the working conditions of customer service. [0004] Furthermore, the current voice question and answer data sampling method can only compare the questions answered by the customer service with the accurate answe...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F40/30G06F16/35G06Q30/02G06Q50/30G10L25/51G10L25/63G10L25/30G10L15/26
CPCG06F16/35G06Q30/0282G06Q50/30G10L25/51G10L25/63G10L25/30
Inventor 杨涛
Owner 沈阳民航东北凯亚有限公司
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