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Customer service reply quality evaluation method and system

A quality evaluation and customer service technology, applied in the field of data processing, can solve the problems of missing key information points in customer service reply evaluation, low accuracy of customer service reply evaluation, etc., to achieve the effect of reducing the omission of key information points and improving accuracy

Pending Publication Date: 2022-06-07
BEIJING UNISOUND INFORMATION TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] For this reason, the present invention provides a method and system for evaluating the quality of customer service replies, which solves the problems that key information points are easily missed in the evaluation of customer service replies and the accuracy of customer service reply evaluations is low.

Method used

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  • Customer service reply quality evaluation method and system
  • Customer service reply quality evaluation method and system
  • Customer service reply quality evaluation method and system

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0029] see figure 1 , Embodiment 1 of the present invention provides a method for evaluating customer service response quality, comprising the following steps:

[0030] S1. Construct a data set: compile user questions and standard words according to customer service business requirements, summarize and mark the key points of speech contained in the standard words, and randomly write key points of false words as negative samples;

[0031] S2. Evaluation model training: the user questions, the standard vocabulary and the main points of the vocabulary are spliced ​​into a training sequence in order to train the evaluation model, and an identifier is placed in front of each of the main points of the vocabulary. Calculation of the points of the said talk points;

[0032] S3. Evaluation model test: splicing the test questions, customer service replies and the talking points, inputting the trained evaluation model, obtaining the score and label of each talking point, according to th...

Embodiment 2

[0054] see image 3 , Embodiment 2 of the present invention also provides a customer service reply quality evaluation system, which adopts the customer service reply quality evaluation method of Embodiment 1 or any possible implementation manner thereof, including:

[0055] The data set construction unit 1 is used for compiling user questions and standard vocabulary according to customer service business requirements, summarizing and marking the main points of the vocabulary contained in the standard vocabulary, and randomly writing the key points of the false speech as a negative sample;

[0056] The model training unit 2 is used for splicing the user questions, the standard vocabulary and the vocabulary points into a training sequence in order to perform evaluation model training, and an identifier is placed in front of each of the vocabulary points. The identifier calculates the score for said talk point;

[0057] The model testing unit 3 is used for splicing test question...

Embodiment 3

[0079] Embodiment 3 of the present invention provides a non-transitory computer-readable storage medium, where a program code of a method for evaluating customer service response quality is stored in the computer-readable storage medium, and the program code includes a method for executing Embodiment 1 or any The customer service of the possible implementation replies to the instruction of the quality evaluation method.

[0080] A computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device such as a server, a data center, or the like that includes an integration of one or more available media. The usable media may be magnetic media (eg, floppy disks, hard disks, magnetic tapes), optical media (eg, DVD), or semiconductor media (eg, Solid State Disk (SSD)), and the like.

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Abstract

The invention discloses a customer service reply quality evaluation method and system, and the method comprises the steps: compiling a user question and a standard verbal skill according to customer service demands, summarizing and marking verbal skill key points in the standard verbal skill, and randomly compiling the verbal skill key points as a negative sample; the user questions, the standard verbal skill and the verbal skill key points are spliced into a training sequence in sequence for evaluation model training, an identifier is placed in front of each verbal skill key point, and scores of the verbal skill key points are calculated through the identifiers; and splicing the test problem, the customer service reply and the verbal skill key points, inputting the test problem, the customer service reply and the verbal skill key points into the trained evaluation model, obtaining a score and a label of each verbal skill key point, and performing customer service reply quality evaluation according to the number of the verbal skill key points included in the customer service reply. According to the method, the standard verbal skill is split according to verbal skill key points, and whether the customer service reply contains each verbal skill key point or not is judged through the evaluation model; the customer service reply quality is evaluated from the perspective of the key point coverage degree, the customer service is helped to reduce missing key information points, and the accuracy of customer service reply evaluation is improved.

Description

technical field [0001] The invention belongs to the technical field of data processing, and in particular relates to a method and system for evaluating customer service response quality. Background technique [0002] Customer service refers to customer service work, accepting customer inquiries and helping customers answer their doubts. The quality of customer service directly affects the image and recognition of an enterprise on the customer side, so the evaluation of the quality of customer service responses is very important for an enterprise. Customer service can be divided into manual customer service and electronic customer service. Among them, manual customer service can be subdivided into three categories: text customer service, video customer service and voice customer service. Text customer service refers to customer service mainly in the form of typing chat; Customer service in the form of voice and video; voice customer service refers to customer service mainly ...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06K9/62G06Q10/06G06Q30/00
CPCG06F16/3329G06Q30/016G06Q10/06395G06F18/214
Inventor 姜姗梁家恩
Owner BEIJING UNISOUND INFORMATION TECH