Quality evaluation method and device applied to telephone customer service, equipment and storage medium
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A quality evaluation and customer service technology, applied in the field of semantic analysis, can solve the problem of lack of data and low accuracy of telephone customer service quality evaluation
Active Publication Date: 2021-03-09
PINGAN PUHUI ENTERPRISE MANAGEMENT CO LTD
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[0005] The purpose of the embodiment of the present application is to propose a quality evaluation method, device, computer equipment and storage medium applied to telephone customer service, so as to solve the problem of lack of accuracy of traditional telephone customer service quality evaluation data
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Embodiment 1
[0039] Such as figure 1 As shown in FIG. 1 , it shows an implementation flowchart of the quality evaluation method applied to telephone customer service according to Embodiment 1 of the present application. For the convenience of description, only the parts related to the present application are shown.
[0040] In step S101, when the customer service staff performs a telephone service operation, the audio data of the question and answer of the telephone service operation is recorded.
[0041] In the embodiment of the present application, the customer service personnel refer to personnel who directly serve customers by telephone.
[0042] In this embodiment of the application, the telephone service operation refers to the telephone service in which telephone customer service personnel use computers to process, process, and store various types of information, and provide information services to users through voice.
[0043] In this embodiment of the present application, the que...
Embodiment 2
[0137] further reference Figure 7 , as for the above figure 1 The realization of the method shown, the application provides an embodiment of a quality evaluation device applied to telephone customer service, the device embodiment is the same as figure 1 Corresponding to the illustrated method embodiments, the apparatus can be specifically applied to various electronic devices.
[0138] Such as Figure 7 As shown, the quality evaluation device 100 applied to telephone customer service in this embodiment includes: an audio recording module 110 , a speech recognition module 120 , a reference data acquisition module 130 , a process evaluation module 140 , a term evaluation module 150 and a comprehensive calculation module 160 . in:
[0139] The audio recording module 110 is used to record the question and answer audio data of the telephone service operation when the customer service personnel perform the telephone service operation;
[0140] Speech recognition module 120, is ...
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Abstract
The embodiment of the invention belongs to the technical field of semantic analysis in artificial intelligence, is also suitable for the field of smart government affairs so as to promote the construction of smart cities, relates to a quality evaluation method and device applied to telephone customer service, computer equipment and a storage medium, and further relates to a blockchain technology.Question and answer audio data of a user can be stored in the block chain. According to the quality evaluation method applied to the telephone customer service provided by the invention, the telephoneservice content of the customer service staff is collected, and the telephone service operation of the customer service staff is comprehensively evaluated from two directions of verbal skill flow andverbal evaluation, so that the defect that the traditional method depends on subjective evaluation of a customer object is overcome; and evaluation is carried out objectively from the service process, the reference value of customer service evaluation is effectively improved, and meanwhile customer service staff are effectively promoted to continuously improve the service quality of themselves.
Description
technical field [0001] The present application relates to the technical field of semantic analysis in artificial intelligence, in particular to a quality evaluation method, device, computer equipment and storage medium applied to telephone customer service. Background technique [0002] In recent years, with the rapid development of the economy, the competition in all walks of life, especially the service industry, has become increasingly fierce. Improving the service quality of customer service personnel has become the focus of industry competition. In order to improve the service quality of customer service personnel and enhance customer service satisfaction, more and more More and more enterprises have begun to use the service evaluation system to evaluate the service quality of customer service personnel. [0003] There is an existing method for evaluating the quality of telephone customer service, that is, after the telephone customer service personnel end the telephone...
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