Multi-modal supervision service system and method

Abstract

The invention discloses a multi-modal supervision service system and method. The multi-modal supervision service system comprises a text emotion discrimination module, a face emotion discrimination module and a comprehensive emotion discrimination module. The text emotion distinguishing module is used for converting the voice information into text information and judging emotion characteristics and probability represented by the text information; the face emotion distinguishing module is used for extracting facial information and judging emotion characteristics and probability represented by the facial information; and the comprehensive emotion discrimination module is used for performing weighted calculation on the emotion probabilities input by the text emotion discrimination module and the face emotion discrimination module to obtain a final emotion discrimination result. Through combination of emotion discrimination and facial expression discrimination of the speaking content of the customer service staff, the accuracy of a discrimination result is ensured; real-time judgment is carried out through sentence-by-sentence capture, the timeliness of supervision is guaranteed, customer service staff can provide services for users in the best state, and the business service effect and level are improved.

Description

technical field [0001] The invention relates to the technical field of artificial customer service emotion recognition, and more specifically, to a multi-modal supervision service system and method. Background technique [0002] In recent years, with economic growth, there are more and more products and services, and the demand for after-sales services around these products and services is also increasing. Therefore, there are more and more customer service centers, among which telephone customer service centers are the main ones. Traditional telephone customer service centers have problems such as large flow of customer personnel and uneven quality of personnel, which may lead to incomplete service for customer service personnel due to physical or psychological reasons, or even impatience and rejection of customers when providing services to users, resulting in Business complaints are high. [0003] At present, the telephone customer service center adopts various methods ...

AI Technical Summary

Problems solved by technology

However, this method can only supervise the service that is taking place or has already taken place, and cannot meet the scene of discovering the psychological changes of the customer service personnel in time before the call occurs and judging whether the call service can be carried out.

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