User satisfaction evaluation method and device, electronic equipment and storage medium

Abstract

The invention provides a user satisfaction evaluation method and device, electronic equipment and a storage medium. The user satisfaction assessment method comprises the following steps: firstly, obtaining to-be-assessed text information; then determining an interaction theme corresponding to the to-be-evaluated text information, and obtaining a historical user satisfaction score corresponding to the interaction theme; performing round division on the to-be-evaluated text information according to a preset condition to obtain text information of one or more dialogue rounds; for the text information of each round, inputting the text information of the current round and the satisfaction score corresponding to the interaction theme into an emotion evaluation model for processing, and obtaining a user satisfaction score corresponding to the text information of the current round; and finally, summarizing the user satisfaction score corresponding to each round of text information to obtain a user satisfaction score corresponding to the to-be-evaluated text information. Therefore, the satisfaction degree of the user can be automatically and intelligently evaluated according to the interaction information between the user and the customer service.

Description

technical field [0001] The present application relates to the technical field of artificial intelligence, and in particular to a user satisfaction evaluation method, device, electronic equipment and storage medium. Background technique [0002] With the popularization and development of Internet applications, more and more companies choose to use the Internet online customer service communication mode to replace the traditional telephone customer service mode. For Internet service providers, the communication efficiency of Internet online customer service is higher than that of ordinary telephone customer service, and customer service personnel can provide services for more users at the same time. In order to ensure the service quality, it is usually necessary to obtain user satisfaction with the service to evaluate the service quality. [0003] In the existing technology, the way to obtain user satisfaction is usually to score the service through the user to obtain satisfa...

AI Technical Summary

Problems solved by technology

[0004] In view of this, this application provides a user satisfaction evaluation method, device, electronic equipment and storage medium to solve the problem that obtaining user satisfaction in the prior art will consume a lot of working time and human resources, and cannot be quickly and accurately evaluated User Satisfaction Issues

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