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Test paper generation method and device and intelligent examination system

A test paper, object technology, applied in the field of intelligent examination

Pending Publication Date: 2021-09-17
BEIJING SINOVOICE TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The embodiment of the present invention provides a test paper generation method, device and intelligent test system to at least solve the problem that the traditional customer service training test can only be assessed for the abilities that most personnel lack, and cannot automatically generate corresponding tests for each weak link of customer service. Technical questions on the assessment paper

Method used

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  • Test paper generation method and device and intelligent examination system
  • Test paper generation method and device and intelligent examination system

Examples

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Embodiment 1

[0024] According to an embodiment of the present invention, an embodiment of a test paper generation method is provided. It should be noted that the steps shown in the flow charts of the accompanying drawings can be executed in a computer system such as a set of computer-executable instructions, and, although A logical order is shown in the flowcharts, but in some cases the steps shown or described may be performed in an order different from that shown or described herein.

[0025] figure 1 is a flowchart of a test paper generation method according to an embodiment of the present invention, such as figure 1 As shown, the test paper generation method includes the following steps:

[0026] Step S102, obtaining the service quality portrait of the assessment object, wherein the service quality portrait at least includes: job grade, service index requirements, service index ratio, and service quality;

[0027] The above job level is the job level of the assessment object, which c...

Embodiment 2

[0058] According to another aspect of the embodiments of the present invention, a test paper generation device is also provided, Figure 4 is a schematic diagram of a test paper generating device according to an embodiment of the present invention, such as Figure 4 As shown, the test paper generation device includes: an acquisition module 42 , a determination module 44 and a first generation module 46 . The test paper generation device will be described in detail below.

[0059] The acquisition module 42 is used to obtain the service quality portrait of the assessment object, wherein the service quality portrait includes at least: job grade, service index requirements, service index ratio and service quality; the determination module 44 is connected to the above-mentioned acquisition module 42 for Determine the weak items of the assessment object according to the service quality portrait; the first generation module 46 is connected to the determination module 44, and is used...

Embodiment 3

[0069] According to another aspect of the embodiments of the present invention, an intelligent examination system is also provided, and the system includes the above-mentioned test paper generation device.

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Abstract

The invention discloses a test paper generation method and device and an intelligent test system. The method comprises: obtaining a service quality portrait of an assessment object, wherein the service quality portrait at least comprises a job level, a service index requirement, a service index proportion and service quality; determining weak items of the assessment object according to the service quality portrait; and extracting questions for the weak items according to a preset test paper generation rule, and generating test paper of the assessment object. The technical problem that the traditional customer service training examination can only perform examination aiming at the deficient ability of most people and cannot automatically generate the corresponding examination test paper aiming at the weak link of each customer service is solved.

Description

technical field [0001] The invention relates to the technical field of intelligent examination, in particular to a test paper generation method, device and intelligent examination system. Background technique [0002] The performance of the customer service center depends on the hard work of the team leader and the agents day after day. Under the high-intensity emotional labor, employees need to continuously improve their service attitude and business level. However, the management of the customer service center is highly It is flat, and the managers are generally young, so it is difficult to notice the weak links of each employee in the service process and the ability to be improved. In addition, most of the training exams are based on the quality inspection results of historical calls to find out which aspects of the service items in the call process have low scores, and then conduct traditional training exams on all employees for these. This method cannot achieve targete...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q10/10G06Q50/20
CPCG06Q10/06395G06Q10/06393G06Q10/103G06Q50/2057
Inventor 李健谢园园陈明武卫东
Owner BEIJING SINOVOICE TECH CO LTD
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