Artificial intelligence call center record quality inspection method and system

A call center and artificial intelligence technology, applied in voice analysis, automatic exchange, telephone communication, etc., can solve problems such as difficulties in quality inspection of huge call recordings

Inactive Publication Date: 2021-01-15
上海电信科技发展有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In order to solve the problem of difficulty in the quality inspection of a large number of call recordings in existing call centers, the present invention provides a method and system for recording quality inspection of artificial intelligence call centers

Method used

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  • Artificial intelligence call center record quality inspection method and system
  • Artificial intelligence call center record quality inspection method and system

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Embodiment Construction

[0035] It should be noted that, in the case of no conflict, the embodiments of the present invention and the features in the embodiments can be combined with each other.

[0036] In the description of the present invention, it should be noted that if the terms "center", "upper", "lower", "left", "right", "vertical", "horizontal", "inner", "outer" appear ", etc., the indicated orientation or positional relationship is based on the orientation or positional relationship shown in the drawings, which is only for the convenience of describing the present invention and simplifying the description, rather than indicating or implying that the referred device or element must have a specific orientation , constructed and operated in a particular orientation and therefore should not be construed as limiting the invention. In addition, the terms "first", "second", and "third" are used for descriptive purposes only, and should not be understood as indicating or implying relative importance...

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Abstract

The invention discloses an artificial intelligence call center record quality inspection method and system, and the method comprises the steps: adding an initial inspection task, setting a task name,task effective time and task failure time, inputting a screening condition for extracting a record from the task effective time to the task failure time, obtaining a monitored seat meeting the screening condition, and generating an initial inspection task list; entering the initial inspection task list, selecting a monitored seat for quality inspection, and setting an initial inspection task allocation rule; and starting the initial inspection task when the task is valid, extracting the record data of the monitored seat according to the allocation rule, allocating the record data to related quality inspectors to start quality inspection scoring, and ending the initial inspection task when the task is invalid. The method can solve the problem of difficulty in quality inspection of massive call records of the existing call center, increases the number of concurrent users, and improves the execution capability of the system.

Description

technical field [0001] The invention relates to the technical field of artificial intelligence, in particular to a method and system for recording quality inspection of an artificial intelligence call center. Background technique [0002] As an invisible service window for enterprises and user terminals to maintain close contact, call centers play an increasingly important role in product promotion, product sales, technical support, after-sales service, consultation and complaints, etc. play an increasingly important role. A call center refers to an operating place that makes full use of modern communication and computer technology and can automatically and flexibly handle a large number of different incoming and outgoing calls and services. With the rapid development of computer technology and communication technology, such as the introduction of technologies such as CTI (Computer Telephony Integration), IVR (Interactive Voice Response), ACD (Automatic Call Distribution Sy...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/22G10L25/48
CPCG10L25/48H04M3/2227
Inventor 顾环宇赵瑾瑾李旭东刘俊张奕何霞仙曹良华
Owner 上海电信科技发展有限公司
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