Audio processing method and system for voice customer service evaluation

An audio processing and voice customer service technology, applied in the Internet field, can solve problems such as low efficiency, inaccurate evaluation, time-consuming and laborious, etc., and achieve the effect of improving service quality, enhancing corporate brand value, and improving work quality evaluation efficiency

Inactive Publication Date: 2021-01-15
绍兴市寅川软件开发有限公司
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Problems solved by technology

The existing customer service quality evaluation is generally carried out through manual subjective judgment, not

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  • Audio processing method and system for voice customer service evaluation
  • Audio processing method and system for voice customer service evaluation
  • Audio processing method and system for voice customer service evaluation

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[0057]Example embodiments will now be described more fully with reference to the accompanying drawings. However, the example embodiments can be implemented in various forms, and should not be construed as being limited to the embodiments set forth herein; on the contrary, these embodiments are provided so that the present invention will be comprehensive and complete, and fully convey the concept of the example embodiments To those skilled in the art. The same reference numerals in the figures represent the same or similar structures, and thus their repeated description will be omitted.

[0058]The described features, structures or characteristics can be combined in one or more embodiments in any suitable way. In the following description, many specific details are provided to give a full understanding of the embodiments of the present invention. However, those skilled in the art should realize that without one or more of the specific details, or using other methods, components, materia...

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Abstract

The invention relates to an audio processing method and system for voice customer service evaluation, and the method comprises the steps: for each customer service person, obtaining the customer service audio of the customer service person according to the ID of the customer service person, and obtaining candidate customer service audio through screening according to the duration of the customer service audio; according to the voice text, the sound frequency and the volume of the candidate customer service audio, determining whether the candidate customer service audio comprises complaint content or not by adopting a preset complaint content judgment condition; according to the voice text, the sound frequency and the volume of the candidate customer service audio, determining whether the candidate customer service audio comprises the praise content or not by adopting the preset praise content judgment condition, and when the complaint content or the praise content exists, storing the corresponding relation between the complaint content or the praise content and the ID of the customer service person in a complaint database or a praise database. According to the method, the customerservice audio of the customer service person can be automatically processed, and the work quality evaluation efficiency of the voice customer service person is improved.

Description

technical field [0001] The invention relates to the technical field of the Internet, in particular to an audio processing method and system for voice customer service evaluation. Background technique [0002] With the rapid development of society, the development of the service industry is also changing with each passing day. In order to provide customers with better services, more and more industries will have some customer service personnel responsible for answering customer calls and solving corresponding problems for customers. Professional customer service personnel can handle matters such as travel bookings, travel recommendations, hotel reservations, etc. Customer service personnel in the insurance industry can handle matters such as insurance consultation, policy withdrawal and retention. Therefore, the main task of customer service personnel is to explain different problems to different customers, and usually, customers only call customer service when they have pro...

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Application Information

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IPC IPC(8): H04M3/22H04M3/51G10L25/63G10L15/26
CPCG10L15/26G10L25/63H04M3/2227H04M3/51
Inventor 徐宝伟徐昌梅
Owner 绍兴市寅川软件开发有限公司
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