Call quality inspection system based on voice-to-text conversion

Abstract

The invention relates to the technical field of communication, in particular to a call quality inspection system based on voice-to-text conversion, which comprises a telephone traffic platform, a storage module, a conversion module and a quality inspection module, and the telephone traffic platform is used for accessing a call center; the storage module is used for acquiring call voice data of a telephone operator and a called party in the telephone traffic platform, and can encode, decode, compress and store call voice information of the telephone operator and the called party; the conversionmodule is used for acquiring the data of the storage module and translating the voice data of the storage module into text data; and the quality inspection module is used for establishing a quality inspection keyword model and can judge whether keywords which do not meet the specification exist in the call of the telephone operator or not. According to the invention, the conversation voice between the telephone operator and the called user can be recognized as characters, and whether the telephone operator does not meet the stipulation can be judged.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a call quality inspection system based on voice-to-text conversion. Background technique [0002] A call center is a service organization composed of a group of service personnel in a relatively concentrated place. It usually uses computer communication technology to handle telephone inquiries from enterprises and customers, especially with the ability to handle a large number of incoming calls at the same time, and also has a calling number It shows that incoming calls can be automatically assigned to personnel with corresponding skills, and all incoming call information can be recorded and stored. [0003] With the rapid development of the call center business, call center companies have become more diverse in the assessment dimensions of the operator. With the continuous doubling of call volume, the traditional manual quality inspection mode is that the quality inspector...

AI Technical Summary

Problems solved by technology

[0003] With the rapid development of the call center business, call center companies have become more diverse in the assessment dimensions of the operator. With the continuous doubling of call volume, the traditional manual quality inspection mode is that the quality inspector monitors the call and conducts quality inspection. Internal communication, daily quality inspection special meetings, etc. all require a lot of manpower work, and the evaluation criteria are not completely objective

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