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Voice-based electric power customer service telephone traffic quality inspection system

A customer service and recording server technology, applied in the field of power customer service traffic quality inspection system, to avoid one-sidedness, reduce quantity, and objective system quality inspection

Pending Publication Date: 2022-05-06
STATE GRID HENAN ELECTRIC POWER COMPANY ZHENGZHOU POWER SUPPLY +3
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is: the traditional method of traffic quality inspection is manual spot check, and the form mainly relies on the quality inspection customer service to listen to the recording, watch the record and combine their own professional judgment to carry out compliance monitoring

Method used

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  • Voice-based electric power customer service telephone traffic quality inspection system
  • Voice-based electric power customer service telephone traffic quality inspection system
  • Voice-based electric power customer service telephone traffic quality inspection system

Examples

Experimental program
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Effect test

Embodiment 1

[0022] A voice-based power customer service traffic quality inspection system is divided into four modules, namely a server, a voice analysis system, a database, and an intelligent quality inspection system. figure 1 It is a structural schematic diagram of the voice-based power customer service traffic quality inspection system of the present invention.

[0023] The server is divided into recording server, index server and retrieval server. The recording server is the storage address of all call recordings generated by the customer service center of the power supply enterprise when serving customers, and is associated with the marketing work order to provide an effective data source for quality inspection. The recorded data is transmitted to the index building server cluster through the network, and the index server generates a corresponding index file for the input voice. The index file contains all the information in the voice and stores it in the retrieval server cluster. ...

Embodiment 2

[0029] The speech analysis system includes speech translation, scene segmentation, keyword recognition, emotion recognition, etc. Through voice translation, the acquired recording audio data is converted into structured text format data, and after being translated into structured text information data, it is conducive to recording positioning, problem detection, and convenient retrieval. Speech translation includes several steps such as preprocessing, feature extraction, and template training.

[0030] Specific as image 3 A schematic diagram of the speech translation module of the present invention is shown.

[0031]Preprocessing is usually divided into four steps: filtering, pre-emphasis, framing processing, and endpoint detection. Preprocessing is the preliminary processing of the speech signal. Since the performance of the speech recognition system is closely related to the external environment, noise interference, reverberation interference, etc. will have an unpredicta...

Embodiment 3

[0039] Intelligent voice quality inspection includes five steps: quality inspection setting, voice import, intelligent quality inspection, result display, and re-inspection scoring.

[0040] The specific process is as Figure 4 , as shown in the intelligent voice quality inspection flow chart of the present invention.

[0041] Quality inspection settings include rule settings and scoring settings. Quality inspection settings include:

[0042] (1) Keywords: Set keywords that require special attention during the quality inspection process. For example, in order to judge whether the customer service personnel speak politely during the call, you can set words such as "hello", "thank you", and "please" as keywords , forming a thesaurus. It is also possible to add words that are forbidden to be used by customer service staff when communicating with users, such as "don't know", "regardless", "complaint", etc. Through the quality inspection statistics of the frequency of keywords i...

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Abstract

The invention discloses a voice-based electric power customer service telephone traffic quality inspection system, which comprises the following parts: a server module, a voice analysis system, a database module and an intelligent quality inspection system, and is characterized in that the server module comprises a recording server, an index server and a retrieval server; the voice analysis system module comprises a voice translation module, a scene segmentation module, a keyword recognition module and an emotion recognition module, and the database module comprises storage addresses of all call records which are stored in a recording server and are associated with a marketing work order. The intelligent quality inspection system comprises a quality inspection model system, a real-time quality inspection system, an offline quality inspection system and a statistical analysis system. According to the invention, full-coverage quality inspection can be carried out, the quality inspection efficiency is high, the quality inspection workload is reduced, the quality inspection time is saved, the quality inspection quality is improved, and the final quality inspection result can be more objectively and accurately realized through intelligent quality inspection in combination with various targeted functions.

Description

Technical field: [0001] The invention relates to the field of big data technology, in particular to a voice-based power customer service traffic quality inspection system. Background technique: [0002] The power industry occupies an important position in the development of the national economy. Strengthening the construction of power supply services is directly related to the image of power supply companies and customer service experience. The service means of the existing customer service centers are mostly based on hotlines, and users can put forward their demands by calling when they encounter problems. With the increase of customer center agents, the original working method of manually inspecting each agent can no longer meet the existing huge customer service requirements for service quality supervision. The research and implementation of the voice quality inspection system in the customer service center was proposed under the background of adapting to the needs of en...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/22H04M3/51G10L15/02G10L15/26G10L25/63G06Q50/06
CPCH04M3/2227H04M3/5175G10L15/02G10L15/26G10L25/63G06Q50/06
Inventor 燕跃豪鲍薇王莹师杨王宗杰苏幸红栗鹏刘晓辉李延红
Owner STATE GRID HENAN ELECTRIC POWER COMPANY ZHENGZHOU POWER SUPPLY
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