Online service provider service quality evaluation method and device

A technology of service quality and recipients, applied in the Internet field, it can solve the problems of subjective evaluation, inaccurate data, difficult to objectively reflect the quality of customer service reception, etc., and achieve the effect of correct service quality.

Pending Publication Date: 2020-09-22
BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD +1
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] Strong subjectivity: The evaluation data is related to the customer's current mood and state, and everyone's standards are inconsistent, which is prone to subjective evaluation;
[0008] Inaccurate data: Even if the customer service fails to solve the customer's problem, some customers will reluctantly give a good review because they are embarrassed to give a bad review, which makes it difficult for the collected data to objectively reflect the reception quality of the customer service

Method used

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  • Online service provider service quality evaluation method and device
  • Online service provider service quality evaluation method and device
  • Online service provider service quality evaluation method and device

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Embodiment Construction

[0030] In order to make the object, technical solution and advantages of the present invention clearer, the technical solution of the present invention will be described in detail below with reference to the accompanying drawings and examples.

[0031] The embodiment of the present application provides a service quality evaluation method for online service providers. The established HADCN deep learning model is used to determine the intent label of each session between the service provider and the service recipient, and to define the number of repeated consultations of the service provider. , to calculate the repeated consultation rate, and determine the quality of the service provided by the repeated consultation rate of each service provider. The program can objectively and correctly evaluate the service quality of service providers.

[0032] In the embodiment of the present application, before evaluating the service quality of the online service provider, it is necessary to...

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Abstract

The invention provides an online service provider service quality evaluation method and device. The method comprises the steps of obtaining session information of a service provider and a service receiver within a preset time; obtaining an intention label of each session in the session information through a preset hierarchical hole convolutional network HADCN deep learning model based on an attention mechanism; if it is determined that the same label exists in the intention labels of the sessions for the same service receiver, adding 1 to the repeated consultation times of the service providercorresponding to the session with the previous time; taking the ratio of the repeated consultation times of each service provider to the total consultation times of the service provider within a preset time as the repeated consultation rate of the service provider; and determining the reception quality of the service provider according to the repeated consultation rate of each service provider. The method can objectively and correctly evaluate the service quality of the service provider.

Description

technical field [0001] The invention relates to the technical field of the Internet, in particular to a method and device for evaluating service quality of an online service provider. Background technique [0002] In the field of e-commerce, online manual customer service (service provider) is used to receive customers (service recipients), answer customers' related questions in the field of pre-sales and after-sales, help customers close the loop in the whole shopping process, and improve customers' shopping experience , is a common solution in the industry. [0003] In the process of receiving customers by manual customer service, it is necessary to find a reasonable method to evaluate the quality of online customer service reception. For customers with poor reception quality, try to improve the reception quality of each customer service through training, reducing the number of receptions, or letting him receive familiar businesses, etc., to bring better feelings and expe...

Claims

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Application Information

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Patent Type & AuthorityApplications(China)
IPC IPC(8): G06Q10/06G06Q30/06
CPCG06Q10/06395G06Q30/0601
Inventor邹波徐魁
OwnerBEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD