Customer service quality inspection method and device, computer equipment and storage medium

Abstract

The invention discloses a customer service quality inspection method and device, computer equipment and a storage medium, and relates to the technical field of Internet. The method comprises the following steps: acquiring a customer service scene type corresponding to a customer service quality inspection task as a target scene type; obtaining at least one scoring template matched with the target scene type, the scoring template comprising at least one scoring item; obtaining a to-be-used scoring template from the at least one scoring template, and taking the to-be-used scoring template as a target scoring template; and based on at least one scoring item in the target scoring template, scoring the content to be subjected to quality inspection in the customer service quality inspection task to obtain a quality inspection score of the content to be subjected to quality inspection. Therefore, the content to be subjected to quality inspection can be scored only by determining the target scoring template to be used from the at least one scoring template in the target scene type, the operation is simple, the score of the quality inspection task is better controlled, the quality inspection personnel do not need to manually configure rules and scores before each time of quality inspection. And the user experience of quality inspection personnel is improved.

Description

Technical field [0001] The present application relates to the field of Internet technologies, and more particularly, relates to quality control methods, apparatus, computer equipment, and a storage medium for customer service. Background technique [0002] Currently, all walks of life to quality of service support staff have higher requirements, therefore, can be carried out according to the agent or random number of customer communication records of customer service by extraction, and the extraction of customer communication records to be tested, and then based on test results to evaluate the quality of each server support staff. [0003] Corresponding However, in practical application, before each of customer communication records of customer service quality inspection, quality control personnel are required to select and configure multiple quality control rules and quality control rule triggered each score, so, resulting in quality inspection process more complicated operation...

AI Technical Summary

Problems solved by technology

[0003] However, in practical applications, before each quality inspection of the customer service communication records of customer service personnel, the quality inspection personnel need to select and configure multiple quality inspection rules and the corresponding score when each quality inspection rule is triggered. The quality inspection process of quality inspection personnel is relatively cumbersome and the experience is not good

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