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Customer service quality evaluation method, device and equipment based on natural language processing

A technology of natural language processing and quality evaluation, applied in the field of customer service, it can solve the problems of inconsistent evaluation results, no unified evaluation standards, and inability to objectively evaluate customer service quality, and achieve the effect of improving accuracy.

Pending Publication Date: 2020-06-05
XIAMEN KUAISHANGTONG TECH CORP LTD
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Problems solved by technology

[0003] However, in the existing customer service quality evaluation schemes, users generally evaluate the quality of customer service provided by online customer service. Since there is no unified evaluation standard, it depends entirely on the subjective judgment of users, so the obtained evaluation results are prone to appear. If it does not conform to the actual situation, it is impossible to objectively evaluate the quality of customer service provided by the online customer service

Method used

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  • Customer service quality evaluation method, device and equipment based on natural language processing
  • Customer service quality evaluation method, device and equipment based on natural language processing
  • Customer service quality evaluation method, device and equipment based on natural language processing

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Embodiment Construction

[0028] The present invention will be described in further detail below in conjunction with the accompanying drawings and embodiments. In particular, the following examples are only used to illustrate the present invention, but not to limit the scope of the present invention. Likewise, the following embodiments are only some but not all embodiments of the present invention, and all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0029] The invention provides a customer service quality evaluation method based on natural language processing, which can realize the objective evaluation of the customer service quality provided by the network customer service.

[0030] See figure 1 , figure 1 It is a schematic flowchart of an embodiment of the customer service quality evaluation method based on natural language processing in the present invention. It should be noted that if the...

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Abstract

The invention discloses a customer service quality evaluation method, device and equipment based on natural language processing. The method comprises the following steps that: obtaining communicationinformation between a network customer service and a user, adopting a natural language processing mode to extract keyword from the communication information, normalizing the keyword, forming feature data of the keyword, carrying out similarity comparison on the formed feature data and preset feature information representing the customer service quality of the network customer service to obtain a similarity comparison result, and evaluating the customer service quality of the network customer service according to the similarity comparison result. By means of the mode, the quality of customer service provided by the network customer service can be objectively evaluated.

Description

technical field [0001] The present invention relates to the technical field of customer service, in particular to a method, device and equipment for evaluating customer service quality based on natural language processing. Background technique [0002] With the rapid development of the Internet, the online commodity sales model based on Internet technology has been vigorously developed. When users purchase commodities online, online customer service can provide users with customer service services to answer questions for users in the process of purchasing commodities online. It is also possible to evaluate the quality of customer service provided by the network customer service. [0003] However, in the existing customer service quality evaluation schemes, users generally evaluate the quality of customer service provided by online customer service. Since there is no unified evaluation standard, it completely depends on the subjective judgment of users, so the obtained evalua...

Claims

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Application Information

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IPC IPC(8): G06Q10/06G06Q30/02G06K9/62
CPCG06Q10/06395G06Q30/0282G06F18/22
Inventor 肖龙源李稀敏蔡振华刘晓葳
Owner XIAMEN KUAISHANGTONG TECH CORP LTD
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