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Customer service quality inspection method and device based on voice interaction and electronic equipment

A technology of voice interaction and customer service, applied in voice analysis, semantic analysis, electrical digital data processing, etc., can solve problems affecting the normal use of non-programmers, achieve convenient verification, and avoid occupying a large amount of memory.

Inactive Publication Date: 2020-11-20
北京奇保信安科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The invention aims to solve the technical problem that the existing quality inspection rules need to be set by professional programmers and affect the normal use of non-programmers

Method used

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  • Customer service quality inspection method and device based on voice interaction and electronic equipment
  • Customer service quality inspection method and device based on voice interaction and electronic equipment
  • Customer service quality inspection method and device based on voice interaction and electronic equipment

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Embodiment Construction

[0051] Exemplary embodiments of the present invention will now be described more fully with reference to the accompanying drawings, and although the exemplary embodiments may be embodied in many specific forms, these should not be construed as limited to the embodiments set forth herein. On the contrary, these exemplary embodiments are provided in order to make the content of the present invention more complete and more convenient to fully convey the inventive concept to those skilled in the art.

[0052] On the premise of complying with the technical concept of the present invention, the structure, performance, effect or other features described in a specific embodiment can be combined in any suitable way into one or more other embodiments.

[0053] During the introduction of specific embodiments, detailed descriptions of structures, performances, effects or other features are intended to enable those skilled in the art to fully understand the embodiments. However, it does no...

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Abstract

The invention discloses a customer service quality inspection method and device based on voice interaction and electronic equipment, and the method comprises the steps: receiving a voice interaction rule inputted by a user, carrying out the model disassembly of the voice interaction rule according to an operator and a role identification in the voice interaction rule, and obtaining a plurality ofparallel sub-voice interaction rules; and converting each sub-voice interaction rule into a sub-regular expression, and matching a target customer service statement in the to-be-detected customer service voice interaction text according to the sub-regular expression. According to the invention, the programming of quality inspection rules is simplified, and a quality inspection user can finish thequality inspection of customer service staff only by inputting keywords or logic expressions according to quality inspection requirements. Quality inspection operation is facilitated, and quality inspection efficiency is improved.

Description

technical field [0001] The present invention relates to the technical field of intelligent voice processing, in particular to a customer service quality inspection method, device, electronic equipment and computer-readable medium based on voice interaction. Background technique [0002] In order to improve customer service satisfaction, there are usually dedicated customer service personnel to interact with customers for pre-sales, sales or after-sales services, such as providing consulting services, product quality assurance services, and product feedback. At present, according to the different communication media with customers, customer service can be divided into two categories: one is text customer service, and the other is voice customer service. Text customer service refers to customer service mainly in the form of typing chat. Voice customer service mainly includes customer service in the form of telephone or online voice. [0003] For voice customer service, in or...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06F40/216G06F40/30G10L25/60
CPCG06Q10/06393G10L25/60G06F40/216G06F40/30
Inventor 刘国旗刘宗全张家兴
Owner 北京奇保信安科技有限公司