A call quality inspection system based on speech-to-text

Abstract

The present invention relates to the technical field of communications, in particular to a voice-to-text-based call quality inspection system, which includes a traffic platform, a storage module, a conversion module, and a quality inspection module. The traffic platform is used for accessing a call center; The storage module is used to obtain the call voice data between the operator and the called user in the call platform, and can encode, decode, compress and store the call voice information between the operator and the called user; the conversion module is used to obtain the The data of the storage module is converted into text data by the voice data of the storage module; the quality inspection module is used to establish a quality inspection keyword model, and can judge whether there are keywords that do not meet the regulations in the call of the operator. The invention can recognize the conversation voice between the operator and the called user as characters, and can judge whether the operator fails to comply with the regulations.

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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