Voice quality inspection method and device, computer equipment and storage medium
A voice and voice data technology, applied in the field of information processing, can solve the problems of unreasonable voice customer service performance evaluation results, low accuracy of voice quality inspection results, and cumbersome operation steps, so as to achieve systematization of customer service satisfaction and improve voice quality. Check efficiency and achieve the effect of customer service performance appraisal
Pending Publication Date: 2022-03-18
NANJING SUNING SOFTWARE TECH CO LTD
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However, with the increase of business volume, the manual method has defects such as cumbersome operation steps, low execution efficiency, poor quality inspection quality, high labor cost, and high subjectivity, low accuracy of voice quality inspection results, and inaccurate voice customer service performance evaluation results. Reasonable and other issues
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[0073] In order to make the purpose, technical solution and advantages of the present application clearer, the present application will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present application, and are not intended to limit the present application.
[0074] A voice quality inspection method provided by this application, the application process is as follows figure 1 shown. For example, the voice quality inspection method provided by the present application can be applied to the detection of customer service voice service quality, by converting the voice data 100 into text data 101, and passing the text data 101 through the matching step 102 to obtain the quality inspection result 103, human quality can be avoided. It can eliminate the defects of the inspection method, reduce the cost of the enterprise, improve the eff...
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The invention relates to a voice quality inspection method and device, computer equipment and a storage medium. The voice quality inspection method comprises the following steps: converting voice data into text data, and performing sentence segmentation processing on the text data to obtain text fragments; a keyword type is configured according to the task type, a keyword corresponding to the keyword type is retrieved, and a keyword library is updated; selecting a keyword text from the keyword library, and comparing the keyword text with the text fragment to obtain matching information of the keyword text; according to the matching information of the keyword texts, comparing the matching information with the number of the selected keyword texts, and obtaining a matching coefficient of the keyword type; and comparing the matching coefficient of the keyword type with a preset matching threshold value to obtain a quality inspection result of the task type, so that the defects of a manual quality inspection mode can be avoided, the enterprise cost is reduced, the voice quality inspection efficiency is improved, and customer service performance assessment and customer service satisfaction systematization are realized.
Description
technical field [0001] The invention relates to the technical field of information processing, in particular to a voice quality inspection method, device, computer equipment and storage medium. Background technique [0002] With the development of information technology, customers usually communicate with enterprise customer service through voice to conduct business consultation, complaints and other operations. In order to improve voice service quality and customer satisfaction, enterprises need to evaluate and assess the performance of voice customer service. At present, the voice communication records generated between customer service and customers within a period of time are sorted out and quality checked mainly by manual means. However, with the increase of business volume, the manual method has defects such as cumbersome operation steps, low execution efficiency, poor quality inspection quality, high labor cost, and high subjectivity, low accuracy of voice quality in...
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IPC IPC(8): G10L25/60G10L25/63G10L15/26G10L15/30G10L15/08G06F40/284G06F40/30H04M3/51
CPCG10L25/60G10L25/63G10L15/26G10L15/08G10L15/30G06F40/284G06F40/30H04M3/5175G10L2015/088
Inventor 张奇施进范大章
Owner NANJING SUNING SOFTWARE TECH CO LTD