Method and device for determining service quality evaluation value, equipment and storage medium

Abstract

The invention discloses a service quality evaluation value determination method and device, equipment and a storage medium. The method comprises the following steps: determining a current association degree and a historical association degree between a service provider and at least one service object; determining a comprehensive association degree between the service provider and the service object according to the current association degree and the historical association degree; and according to the comprehensive correlation degree, determining a service quality evaluation value of the service provider in the service period, so as to evaluate the service quality of the service provider. According to the technical scheme, the comprehensive association degree is determined through the current association degree of the service provider and the service object in the current period and the historical association degree in the historical period, and the service quality evaluation value of the service provider in the service period is determined according to the comprehensive association degree, so that the service quality of the service provider is evaluated. Quantification of the service quality in the service period of the service provider is realized, and the accuracy and comprehensiveness of the service quality evaluation value of the service provider are improved.

Description

Technical Field

[0001] The present invention relates to the field of data processing technology, and in particular to a method, device, equipment and storage medium for determining a service quality evaluation value. Background Art

[0002] High-quality customer service is key to retaining customers, and service provider service capability evaluation is a crucial tool for ensuring continuous improvement in service quality. A comprehensive service provider service capability evaluation should be able to quantify service quality and provide managers with objective and accurate assessment results.

[0003] Service provider capability evaluation not only measures service provider performance but also optimizes and enhances the entire service process for service recipients. By quantifying service quality, we can more accurately understand the strengths and weaknesses of the service provider team, allowing us to take targeted measures for improvement.

[0004] Most existing technical solutions rely on characteristic indicator data within a service cycle of the service provider to evaluate the service provider's service capabilities. However, the shorter the cycle, the higher the timeliness, the less information obtained, and the worse the judgment result may be. Therefore, we cannot rely solely on short-term interview behavior work order data between the agent and the service recipient. In addition, the existing technology only evaluates the service provider's service capabilities based on a single characteristic data of the service provider itself (such as the service recipient's service satisfaction with the service provider), and does not pay attention to the service provider's service channels, service behaviors and other aspects of service information, resulting in inaccurate judgment results. Therefore, there is an urgent need for a method to determine the service capability evaluation value to evaluate and quantify service behavior. Summary of the Invention

[0005] The present invention provides a method, apparatus, device and storage medium for determining a service quality evaluation value, so as to quantify the service quality of a service provider within a service cycle and improve the accuracy of the service quality evaluation value of the service provider.

[0006] In a first aspect, an embodiment of the present invention provides a method for determining a service quality evaluation value, the method comprising:

[0007] Determining a current association degree and a historical association degree between a service provider and at least one service object; the current association degree is used to describe the closeness between the service provider and the service object in a current period; the historical association degree is used to describe the historical closeness between the service provider and the service object in historical periods;

[0008] Determining a comprehensive degree of association between the service provider and the service object based on the current degree of association and the historical degree of association; the comprehensive degree of association is used to describe the closeness between the service provider and each service object throughout the entire service cycle; the service cycle includes a historical cycle and a current cycle;

[0009] According to the comprehensive correlation, a service quality evaluation value of the service provider in the service period is determined to evaluate the service quality of the service provider.

[0010] In a second aspect, an embodiment of the present invention further provides a device for determining a service quality evaluation value, the device comprising:

[0011] A first association determination module is configured to determine a current association and a historical association between a service provider and at least one service object; the current association is used to describe the closeness between the service provider and the service object in a current period; and the historical association is used to describe the historical closeness between the service provider and the service object in historical periods.

[0012] a second association determination module, configured to determine a comprehensive association between the service provider and the service object based on the current association and the historical association; the comprehensive association is used to describe the closeness between the service provider and each service object over the entire service cycle; the service cycle includes a historical cycle and a current cycle;

[0013] The service quality evaluation value determination module is used to determine the service quality evaluation value of the service provider in the service period according to the comprehensive correlation degree, so as to evaluate the service quality of the service provider.

[0014] In a third aspect, an embodiment of the present invention further provides an electronic device comprising a memory, a processor, and a computer program stored on the memory and runnable on the processor, wherein when the processor executes the program, it implements a method for determining a service quality evaluation value as described in any one of the embodiments of the present invention.

[0015] In a fourth aspect, an embodiment of the present invention further provides a storage medium storing computer-executable instructions, which, when executed by a computer processor, are used to execute a method for determining a quality of service evaluation value as described in any one of the embodiments of the present invention.

[0016] The technical solution of the embodiment of the present invention determines a comprehensive correlation by using the current correlation between the service provider and the service object in the current cycle and the historical correlation in the historical cycles, and determines the service quality evaluation value of the service provider in the service cycle based on the comprehensive correlation to evaluate the service quality of the service provider, thereby quantifying the service quality of the service provider throughout the entire service cycle and improving the accuracy of the service quality evaluation value of the service provider.

[0017] It should be understood that the content described in this section is not intended to identify the key or important features of the embodiments of the present invention, nor is it intended to limit the scope of the present invention. Other features of the present invention will become readily understood through the following description. BRIEF DESCRIPTION OF THE DRAWINGS

[0018] In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the following briefly introduces the drawings required for use in the description of the embodiments. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative work.

[0019] Figure 1 This is a flow chart of a method for determining a service quality evaluation value provided by the first embodiment of the present invention;

[0020] Figure 2 This is a flow chart of a method for determining a service quality evaluation value provided by Embodiment 2 of the present invention;

[0021] Figure 3 This is a schematic diagram of a process for determining a comprehensive correlation degree provided by the second embodiment of the present invention;

[0022] Figure 4 This is a schematic diagram of the structure of a device for determining a service quality evaluation value provided by a third embodiment of the present invention;

[0023] Figure 5 The present invention is a schematic diagram of the structure of an electronic device for implementing the method for determining a service quality evaluation value according to an embodiment of the present invention. DETAILED DESCRIPTION

[0024] In order to enable those skilled in the art to better understand the solutions of the present invention, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the embodiments described are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without making creative efforts should fall within the scope of protection of the present invention.

[0025] It should be noted that the terms "first", "second", etc. in the description and claims of the present invention and the above-mentioned drawings are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that the numbers used in this way can be interchanged where appropriate, so that the embodiments of the present invention described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "including" and "having" and any variations thereof are intended to cover non-exclusive inclusions. For example, a process, method, system, product or device that includes a series of steps or units is not necessarily limited to those steps or units clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0026] Example 1

[0027] Figure 1 A flowchart of a method for determining a service quality evaluation value is provided for the first embodiment of the present invention. This embodiment is applicable to the determination of a service quality evaluation value. The method can be executed by a device for determining a service quality evaluation value. The device for determining a service quality evaluation value can be implemented in the form of hardware and / or software. The device for determining a service quality evaluation value can be configured in any electronic device with network communication and computing capabilities. Figure 1 As shown, the method includes:

[0028] S110: Determine the current association degree and the historical association degree between the service provider and at least one service object.

[0029] In this embodiment, the current correlation is used to describe the closeness between the service provider and the service object in the current period, and the historical correlation is used to describe the historical closeness between the service provider and the service object in the historical period.

[0030] When determining the current relevance between a service provider and a service recipient, the length of the current period can be pre-selected. The current period can be a time range of a preset length. The historical period refers to all time ranges prior to the current period. It should be noted that the length of the historical period may differ from the length of the current period.

[0031] In this embodiment, the service content provided by the service provider to the service object includes but is not limited to at least one of the following: video consultation service, voice consultation service and text consultation service.

[0032] Video consultation services utilize real-time video call technology to provide remote inquiry, communication, and services to service recipients. In this model, the current or historical relationship between the service provider and the service recipient can be determined through information such as facial expressions and body language during the video, as well as call traffic data.

[0033] Voice consultation services utilize real-time voice communication technology to provide remote inquiry, communication, and services to service recipients. In this model, the current or historical relevance between the service provider and the service recipient can be determined through information such as call traffic data.

[0034] Text-based consulting services involve remote inquiry, question-and-answer services, and services provided by service providers to recipients via text messages. Text messages can include text, symbols, and emoticons. In this text-based consulting model, the current or historical relevance between the service provider and recipient can be determined through contextual conversations and other information.

[0035] It should be noted that in order to determine the closeness between the service provider and the service object, the long-term closeness between the service provider and the service object is used to express it, so as to improve the accuracy of determining the current association between the service provider and the service object.

[0036] Specifically, the current and historical relevance between the service provider and each service recipient is determined. The current relevance is determined based on the service provider's service behavior for each service recipient within the current cycle. The historical relevance is represented by the results of continuous iterative updates. Over time, the historical relevance is continuously updated. The historical relevance represents the comprehensive relevance after the last iterative update.

[0037] In this embodiment, by predetermining the current and historical associations between the service provider and each service object, a data basis is provided for determining the subsequent service quality evaluation value, thereby improving the traceability and explainability of determining the service quality evaluation value.

[0038] As an optional but non-limiting implementation, determining the current association between the service provider and at least one service object includes, but is not limited to, the following steps:

[0039] Obtain at least one service ticket information of the service provider and the service object; extract data features of the service ticket information to determine the service information features of the service provider and the service object; the service information features are used to characterize the service behavior between the service provider and the service object; the service information features include frequency features, duration features and satisfaction features; and determine the current association between the service provider and the service object based on the service information features.

[0040] In this embodiment, the service ticket information is used to record the service provider information, service object information, and service content information between the service provider and the service object. The service information features are used to characterize the service behavior between the service provider and the service object.

[0041] Each service ticket includes information about the service provider, the service recipient, and the service content between the service provider and the service recipient. Service provider information includes the service provider's ID and department, while service recipient information includes the service recipient's ID and contact information. Service content information includes the service ticket number, service wait time, service start time, service end time, service requirements, service type, service context, service results, and service satisfaction. Service types can include video, voice, or text services. Service context records video, voice, or text data between the service provider and the service recipient. Service ticket information provides traceability to the service provider's service quality evaluation.

[0042] In this embodiment, a large amount of service ticket information generated during the current cycle can be collected from a database and divided according to the identifiers of different service providers to obtain service ticket information for the current service provider and each service recipient. Furthermore, data preprocessing is performed on the service ticket information to convert it into a field type that is easier to process. Data cleansing can also be performed on the service ticket information to eliminate the impact of missing data on different service ticket information and improve the quality of the service ticket information.

[0043] Furthermore, data feature extraction is performed on the service ticket information to determine service information features in the service ticket information. The service information features include but are not limited to at least one of the following: frequency features, duration features, and satisfaction features.

[0044] The frequency feature represents the number of service tickets initiated by a specific service recipient within the current cycle and can be used to identify patterns in service demand or assess service efficiency. The duration feature represents the interval between the service start time and the service end time in the current service ticket information and can be used to assess service efficiency. The satisfaction feature represents the service recipient's evaluation of the service provider, reflecting their subjective assessment of the provider's service quality and can be used to measure service quality.

[0045] It should be noted that frequency characteristics, duration characteristics, and satisfaction characteristics are key factors in evaluating the service quality of service providers. In practical applications, different statistical methods can be used to determine the specific values ​​of frequency characteristics, duration characteristics, and satisfaction characteristics. For example, the average, variance, maximum, or minimum value of the same service information characteristic in each service ticket information can be extracted as the final specific value of the service information characteristic. This embodiment does not specifically limit the statistical method for the specific values ​​of each service information characteristic, and it can be flexibly set in different scenarios.

[0046] By extracting data features from each service ticket information, the specific values ​​of the frequency characteristics, duration characteristics, and satisfaction characteristics of the service provider and each service recipient can be determined based on specific statistical methods.

[0047] Furthermore, preset weights are determined for frequency, duration, and satisfaction features. These weights are used to indicate preference when evaluating service quality. If service quality prioritizes the service recipient's experience, a higher weight can be assigned to the satisfaction feature to improve the corresponding service recipient's experience when evaluating service quality.

[0048] Furthermore, by weighted summing the frequency characteristics, duration characteristics, satisfaction characteristics and service information characteristics of the service provider and each service object, the current correlation between the service provider and each service object in the current period can be determined.

[0049] Specifically, the current correlation between the service provider and each service object in the current cycle can be calculated by the following formula:

[0050]

[0051] Where D is the current correlation between the service provider and the service object in the current cycle, λ i is the weight of each service information feature of the ith service, and the sum of the weights of each service information feature is 1. i is the i-th service information feature.

[0052] In this embodiment, by extracting the data features of the service work order information in the current cycle, the current correlation between the service provider and the service recipient in the current cycle is determined based on the frequency features, duration features, and satisfaction features. This avoids evaluating the service provider's service capabilities based on a single feature, focuses on the diversity of the service provider in providing services, and improves the accuracy of evaluating the service provider's service capabilities.

[0053] S120: Determine a comprehensive correlation between the service provider and the service object based on the current correlation and the historical correlation.

[0054] In this embodiment, the comprehensive correlation is used to describe the closeness between the service provider and each service object in the entire service cycle, and the service cycle includes the historical cycle and the current cycle.

[0055] It should be noted that in practical applications, the comprehensive correlation between a service provider and its service recipients can be determined by processing all service ticket information corresponding to the service provider within the service cycle. However, as the service cycle lengthens, the amount of service ticket information increases. Directly calculating the comprehensive correlation using all service ticket information corresponding to the service provider within the service cycle not only requires a large amount of space to store data, wasting computing resources, but also increases the computational time required to determine the comprehensive correlation, affecting the efficiency of evaluating the service provider's service quality.

[0056] Therefore, in this embodiment, by dividing the time period into a historical period and a current period, the comprehensive correlation between the service provider and each service object is determined based on the current correlation in the current period and the historical correlation in the historical period, so as to improve the efficiency of determining the comprehensive correlation and the efficiency of evaluating the service quality of the service provider.

[0057] Specifically, the comprehensive correlation between the service provider and the service recipient may be determined based on the current correlation and the historical correlation through different statistical methods, including but not limited to one of the following: mean, variance, maximum or minimum.

[0058] Alternatively, a comprehensive degree of relevance between the service provider and the service recipient can be determined based on the current and historical relevance using pre-set rule logic. For example, if the average of the current and historical relevance is greater than a pre-set threshold, the current relevance is used as the comprehensive relevance; if the average of the current and historical relevance is less than or equal to the pre-set threshold, the historical relevance is used as the comprehensive relevance. The specific method for determining the comprehensive relevance based on the current and historical relevance is not limited in this embodiment and can be flexibly configured based on the application scenario.

[0059] In this embodiment, the current relevance within the current cycle can be determined based on newly added service ticket information. The historical relevance can be understood as the previous comprehensive relevance before the update, and the historical relevance can be directly obtained without repeated calculation. Based on the current and historical relevance, the comprehensive relevance between the service provider and each service recipient within the service cycle is determined. This allows for the evaluation and quantification of the service provider's service ticket information throughout the entire service cycle, improving the accuracy and comprehensiveness of the comprehensive relevance results.

[0060] S130: Determine a service quality evaluation value of the service provider during the service period based on the comprehensive correlation, so as to evaluate the service quality of the service provider.

[0061] In this embodiment, the service quality evaluation value is used to quantify the service quality provided by the service provider. In practical applications, it can directly provide a quantitative indicator for the system to which the service provider belongs.

[0062] Furthermore, the comprehensive correlation can reflect the closeness between the service provider and each service object throughout the entire service cycle. Based on the comprehensive correlation between the service provider and multiple service objects, a service quality evaluation value that can quantify the service quality of the service provider throughout the entire service cycle is determined.

[0063] Specifically, the corresponding value of each correlation interval can be set for the comprehensive correlation, and the service quality evaluation value can be obtained by accumulating each data by determining the numerical value corresponding to the correlation interval to which each comprehensive correlation belongs. For example, if the comprehensive correlation between the service provider and the service object is in the first interval, the corresponding value of the data falling within the first interval is the first numerical value; if the comprehensive correlation between the service provider and the service object is in the second interval, the corresponding value of the data falling within the second interval is the second numerical value, and so on. Further, the correlation interval to which the comprehensive correlation between the service provider and each service object belongs is determined, and multiple numerical values ​​corresponding to each comprehensive correlation are determined. The comprehensive numerical value obtained by accumulating multiple numerical values ​​is used as the service quality evaluation value of the service provider in the service period to evaluate the service quality of the service provider. In this embodiment, the specific method of determining the service quality evaluation value of the service provider in the service period based on the comprehensive correlation is not limited.

[0064] In this embodiment, the service quality evaluation value of the service provider during the service cycle is determined by the comprehensive correlation between the service provider and each service object. This allows for evaluation of any service provided by the service provider during the service cycle, constrains the final result of the service quality evaluation value, and improves the accuracy of the service quality evaluation value.

[0065] As an optional but non-limiting implementation, determining a service quality evaluation value of the service provider during the service period based on the comprehensive correlation to evaluate the service quality of the service provider includes:

[0066] According to the satisfaction characteristics and the comprehensive correlation, a service quality evaluation value of the service provider in the service cycle is determined to evaluate the service quality of the service provider.

[0067] In this embodiment, the satisfaction feature is the evaluation value of the service recipient on the service quality provided by the service provider, reflecting the service recipient's subjective evaluation of the service quality of the service provider and used to measure the service effect.

[0068] Specifically, a service relationship network between the service provider and the service object can be established based on the comprehensive correlation and the satisfaction characteristics in the service feature information, and the service quality evaluation value of the service provider during the service cycle can be obtained based on the service relationship network based on the message passing network algorithm. Among them, the service relationship network uses the comprehensive correlation between the service provider and the service object as the edge weight, and the satisfaction characteristic vectors of the service provider and the service object as the node. By setting the input of the message passing network model as the service relationship network, the output of the message passing network model is the service quality evaluation value, and the service relationship network is input and the service quality evaluation value is output. The message passing network model in this embodiment can use a single-layer spatial domain convolution, a single-layer fully connected network convolution layer, a fully connected layer and a logistic layer (sigmoid layer) inside.

[0069] It should be noted that this embodiment can also establish a service relationship network based on the comprehensive correlation and other features in the service feature information. The service feature information includes, but is not limited to, frequency features, duration features, satisfaction features, service ticket span features, and service success rate features, which can be selected based on the application scenario. Then, based on the service relationship network and using the message passing network algorithm, a service quality evaluation value of the service provider during the service cycle is obtained.

[0070] In this embodiment, based on the subjective evaluation value of the service quality provided by the service provider by the service recipient during the current period and the objective calculated value of the closeness between the service provider and the service recipient during the service period, the service quality evaluation value of the service provider during the service period is comprehensively constrained to avoid a single feature from having a decisive influence on the service quality evaluation value, thereby improving the objectivity and comprehensiveness of the service quality evaluation value.

[0071] As an optional but non-limiting implementation, the service quality evaluation value of the service provider during the service cycle is determined based on the service satisfaction characteristics and the comprehensive correlation, which can be expressed by the following formula:

[0072]

[0073] Among them, F a is the service quality evaluation value of the service provider during the service cycle, S b is the satisfaction characteristic of the service recipient with the service provider in the current cycle, D ab is the comprehensive correlation between the service provider and the service object, and J is the number of service objects of the service provider.

[0074] In this embodiment, it should be noted that the value range of the preset satisfaction characteristic is [0,1]. The service quality evaluation value of the service provider in the service cycle is determined based on the sum of the product of the satisfaction characteristics of each service object with the service provider and the comprehensive correlation between the service provider and each service object in the current cycle. The service quality evaluation value is used to represent the cumulative service capability value of the service provider in the service cycle.

[0075] The technical solution of the embodiment of the present invention determines a comprehensive correlation by using the current correlation between the service provider and the service object in the current period and the historical correlation in the historical period, and determines the service quality evaluation value of the service provider in the service period based on the comprehensive correlation to evaluate the service quality of the service provider, thereby quantifying the service quality of the service provider in the service period and improving the accuracy and comprehensiveness of the service quality evaluation value of the service provider.

[0076] Example 2

[0077] Figure 2 This is a flowchart of a method for determining a service quality evaluation value provided in the second embodiment of the present invention. The embodiment of the present invention is further specified based on the above embodiment. This embodiment is applicable to the determination of a service quality evaluation value. The method can be executed by a device for determining a service quality evaluation value. The device for determining a service quality evaluation value can be implemented in the form of hardware and / or software. The device for determining a service quality evaluation value can be configured in any electronic device with network communication and computing capabilities. Figure 2 As shown, the method includes:

[0078] S210. Determine a current association degree and a historical association degree between a service provider and at least one service object; the current association degree is used to describe the closeness between the service provider and the service object in a current period; the historical association degree is used to describe the historical closeness between the service provider and the service object in a historical period.

[0079] S220: If it is determined that the historical correlation is greater than a first preset threshold, the historical correlation is used as a comprehensive correlation.

[0080] In this embodiment, the first preset threshold may be pre-set as a larger value. The first preset threshold may be determined based on the median, mean, or maximum value of historical correlations in multiple different time ranges.

[0081] Specifically, if it is determined that the historical correlation is greater than a first preset threshold, the historical correlation can be used as the comprehensive correlation. It is understood that if the historical correlation between the service provider and the service recipient has reached a high level within a historical period, changes in the comprehensive correlation will be more moderate. That is, the comprehensive correlation will not significantly increase or decrease due to the current correlation in the current period within a shorter time frame. Therefore, the historical correlation can be directly used as the comprehensive correlation.

[0082] S230: If it is determined that the historical correlation is less than or equal to the first preset threshold and the current correlation is less than the second preset threshold, determine the comprehensive correlation between the service provider and the service object according to the preset correlation decay formula and the historical correlation.

[0083] In this embodiment, the second preset threshold value can be preset to a smaller value, and the second preset threshold value can be the minimum value of the current association between the service provider and each service object, or the second preset threshold value can be set to 0. The preset association attenuation formula is a preset formula for determining the comprehensive association after attenuation.

[0084] Specifically, if it is determined that the historical correlation is less than or equal to the first preset threshold, and it is determined that the current correlation is less than the second preset threshold, the comprehensive correlation between the service provider and the service object can be determined based on the preset correlation attenuation formula and the historical correlation.

[0085] It can be understood that if the historical correlation between the service provider and the service recipient is relatively low within a historical period, the comprehensive correlation has room for change, and the current correlation within the current period may significantly impact the historical correlation between the service provider and the service recipient. If the current correlation between the service provider and the service recipient within the current period is further determined to be low or even zero, this indicates a trend of attenuation in the comprehensive correlation. Furthermore, a preset correlation attenuation formula can be used to determine the comprehensive correlation after attenuation.

[0086] As an optional but non-limiting implementation, the preset correlation attenuation formula is expressed by the following formula:

[0087] D ab =D' ab ·e -a ;

[0088] Among them, D ab is the comprehensive correlation between the service provider and the service recipient, D' ab is the historical correlation between the service provider and the service recipient, and α is the attenuation index, which is used to control the attenuation amplitude.

[0089] In this embodiment, if the current correlation between the service provider and the service object in the current period is small or even 0, the comprehensive correlation between the service provider and each service object is determined based on the historical correlation and the decay index.

[0090] S240. If it is determined that the historical correlation is less than or equal to a first preset threshold and the current correlation is greater than or equal to a second preset threshold, determine the comprehensive correlation between the service provider and the service object based on a preset correlation gain formula, the current correlation, and the historical correlation.

[0091] In this embodiment, the preset correlation gain formula is a preset formula for determining the increased comprehensive correlation.

[0092] Specifically, if it is determined that the historical correlation is less than or equal to the first preset threshold and the current correlation is greater than or equal to the second preset threshold, the comprehensive correlation between the service provider and each service object can be determined according to the preset correlation gain formula.

[0093] It can be understood that if the historical correlation between the service provider and the service recipient was at a low level during a historical period, there is room for change in the comprehensive correlation, and the current correlation in the current period may have a significant impact on the historical correlation between the service provider and the service recipient. If it is further determined that the current correlation between the service provider and the service recipient during the current period is greater than or equal to a second preset threshold, then this indicates that the comprehensive correlation is trending upward. Furthermore, the increased comprehensive correlation can be determined using a preset correlation gain formula.

[0094] As an optional but non-limiting implementation, the preset correlation gain formula is expressed by the following formula:

[0095] D ab =max(D' ab ,β·D)·e s ;

[0096] Among them, D ab is the comprehensive correlation between the service provider and the service recipient, D' ab is the historical correlation between the service provider and the service object, β is the preset weight, D is the current correlation between the service provider and the service object, and s is the gain index, which is used to control the gain amplitude.

[0097] In this embodiment, if the current relevance between the service provider and the service recipient during the current period is greater than a second preset threshold, the maximum value of the product of the preset weight, the current relevance, and the historical relevance is determined. This maximum value is then combined with the gain index to obtain the comprehensive relevance between the service provider and each service recipient. The preset weight can be set based on the importance of the current period. For example, if the current period is an assessment period, the preset weight can be set to a larger value.

[0098] In this embodiment, the comprehensive correlation between the service provider and each service object can be determined according to the current correlation and the historical correlation by using the above-mentioned preset rules.

[0099] See also Figure 3 The figure shows a flow chart for determining the comprehensive correlation degree. First, it is determined whether the historical correlation degree is greater than the first preset threshold value; if the historical correlation degree is greater than the first preset threshold value, the historical correlation degree is assigned to the comprehensive correlation degree; otherwise, it is further determined whether the current correlation degree is less than the second preset threshold value; if the current correlation degree is less than the second preset threshold value, the comprehensive correlation degree is determined according to the preset correlation degree attenuation formula; otherwise, the comprehensive correlation degree is determined according to the preset correlation degree gain formula.

[0100] S250: Determine a service quality evaluation value of the service provider in the service period according to the comprehensive correlation degree, so as to evaluate the service quality of the service provider.

[0101] In practical applications, the service quality evaluation value can be returned to the terminal for visual display, which can more intuitively present the service provider's service capability or service quality over a long service cycle.

[0102] The technical solution of the embodiment of the present invention determines a comprehensive correlation by using the current correlation between the service provider and the service object in the current period and the historical correlation in the historical period, and determines the service quality evaluation value of the service provider in the service period based on the comprehensive correlation to evaluate the service quality of the service provider, thereby quantifying the service quality of the service provider in the service period and improving the accuracy of the service quality evaluation value of the service provider.

[0103] Example 3

[0104] Figure 4 This is a schematic diagram of the structure of a device for determining a service quality evaluation value provided by the third embodiment of the present invention. This embodiment is applicable to the determination of a service quality evaluation value. The device for determining a service quality evaluation value can be implemented in the form of hardware and / or software. The device for determining a service quality evaluation value can be configured in any electronic device with network communication and computing capabilities. Figure 4 As shown, the device includes:

[0105] A first association determination module 310 is configured to determine a current association and a historical association between a service provider and at least one service object; the current association is used to describe the closeness between the service provider and the service object in a current period; and the historical association is used to describe the historical closeness between the service provider and the service object in historical periods.

[0106] A second correlation determination module 320 is configured to determine a comprehensive correlation between the service provider and the service object based on the current correlation and the historical correlation; the comprehensive correlation is used to describe the closeness between the service provider and each service object over the entire service cycle; the service cycle includes a historical cycle and a current cycle;

[0107] The service quality evaluation value determination module 330 is configured to determine the service quality evaluation value of the service provider in the service period according to the comprehensive correlation degree, so as to evaluate the service quality of the service provider.

[0108] Optionally, determining a current association between the service provider and at least one service object includes:

[0109] Obtaining at least one service work order information of the service provider and the service object;

[0110] Extracting data features from the service work order information to determine service information features of the service provider and the service recipient; the service information features are used to characterize the service behavior between the service provider and the service recipient; the service information features include frequency features, duration features, and satisfaction features;

[0111] The current association degree between the service provider and the service object is determined according to the service information characteristics.

[0112] Optionally, determining the comprehensive correlation between the service provider and the service object based on the current correlation and the historical correlation includes:

[0113] Determining whether the historical correlation degree is greater than a first preset threshold;

[0114] If so, the historical correlation is used as the comprehensive correlation;

[0115] Otherwise, determining whether the current correlation degree is less than a second preset threshold;

[0116] If so, determining the comprehensive correlation between the service provider and the service object according to a preset correlation decay formula and historical correlation;

[0117] Otherwise, the comprehensive correlation between the service provider and the service object is determined according to a preset correlation gain formula, the current correlation and the historical correlation.

[0118] Optionally, the preset correlation attenuation formula is expressed by the following formula:

[0119] D ab =D' ab ·e -a ;

[0120] Among them, D ab is the comprehensive correlation between the service provider and the service recipient, D' ab is the historical correlation between the service provider and the service recipient, and α is the attenuation index, which is used to control the attenuation amplitude.

[0121] Optionally, the preset correlation gain formula is expressed by the following formula:

[0122] D ab =max(D' ab ,β·D)·e s ;

[0123] Among them, D ab is the comprehensive correlation between the service provider and the service recipient, D' ab is the historical correlation between the service provider and the service object, β is the preset weight, D is the current correlation between the service provider and the service object, and s is the gain index, which is used to control the gain amplitude.

[0124] Optionally, determining a service quality evaluation value of the service provider during the service period based on the comprehensive correlation to evaluate the service quality of the service provider includes:

[0125] According to the satisfaction characteristics and the comprehensive correlation, a service quality evaluation value of the service provider in the service cycle is determined to evaluate the service quality of the service provider.

[0126] Optionally, the service quality evaluation value of the service provider during the service cycle is determined based on the service satisfaction characteristics and the comprehensive correlation, which can be expressed by the following formula:

[0127]

[0128] Among them, F a is the service quality evaluation value of the service provider during the service cycle, S b is the satisfaction characteristic of the service recipient with the service provider in the current cycle, D ab is the comprehensive correlation between the service provider and the service object, and J is the number of service objects of the service provider.

[0129] The technical solution of the embodiment of the present invention determines a comprehensive correlation by using the current correlation between the service provider and the service object in the current period and the historical correlation in the historical period, and determines the service quality evaluation value of the service provider in the service period based on the comprehensive correlation to evaluate the service quality of the service provider, thereby quantifying the service quality of the service provider in the service period and improving the accuracy of the service quality evaluation value of the service provider.

[0130] The device for determining a service quality evaluation value provided by the embodiment of the present invention can execute the method for determining a service quality evaluation value provided by any embodiment of the present invention, and has functional modules and beneficial effects corresponding to the execution method.

[0131] Example 4

[0132] Figure 5 A schematic diagram of the structure of an electronic device 10 that can be used to implement an embodiment of the present invention is shown. The electronic device is intended to represent various forms of digital computers, such as laptop computers, desktop computers, workstations, personal digital assistants, servers, blade servers, mainframe computers, and other suitable computers. The electronic device can also represent various forms of mobile devices, such as personal digital processing, cellular phones, smart phones, wearable devices (such as helmets, glasses, watches, etc.) and other similar computing devices. The components shown herein, their connections and relationships, and their functions are merely examples and are not intended to limit the implementation of the present invention described and / or claimed herein.

[0133] like Figure 5 As shown, the electronic device 10 includes at least one processor 11 and a memory, such as a read-only memory (ROM) 12, a random access memory (RAM) 13, etc., which is communicatively connected to the at least one processor 11. The memory stores a computer program that can be executed by the at least one processor. The processor 11 can perform various appropriate actions and processes according to the computer program stored in the read-only memory (ROM) 12 or the computer program loaded from the storage unit 18 into the random access memory (RAM) 13. Various programs and data required for the operation of the electronic device 10 can also be stored in the RAM 13. The processor 11, ROM 12, and RAM 13 are connected to each other via a bus 14. An input / output (I / O) interface 15 is also connected to the bus 14.

[0134] Multiple components in the electronic device 10 are connected to the I / O interface 15, including an input unit 16, such as a keyboard, a mouse, etc.; an output unit 17, such as various types of displays, speakers, etc.; a storage unit 18, such as a magnetic disk, an optical disk, etc.; and a communication unit 19, such as a network card, a modem, a wireless communication transceiver, etc. The communication unit 19 allows the electronic device 10 to exchange information / data with other devices via a computer network such as the Internet and / or various telecommunication networks.

[0135] The processor 11 can be any general-purpose and / or specialized processing component with processing and computing capabilities. Some examples of the processor 11 include, but are not limited to, a central processing unit (CPU), a graphics processing unit (GPU), various dedicated artificial intelligence (AI) computing chips, various processors that run machine learning model algorithms, a digital signal processor (DSP), and any other suitable processor, controller, microcontroller, etc. The processor 11 executes the various methods and processes described above, such as the method for determining the quality of service evaluation value.

[0136] In some embodiments, the method for determining a quality of service evaluation value may be implemented as a computer program, which is tangibly contained in a computer-readable storage medium, such as the storage unit 18. In some embodiments, part or all of the computer program may be loaded and / or installed on the electronic device 10 via the ROM 12 and / or the communication unit 19. When the computer program is loaded into the RAM 13 and executed by the processor 11, one or more steps of the method for determining a quality of service evaluation value described above may be performed. Alternatively, in other embodiments, the processor 11 may be configured to perform the method for determining a quality of service evaluation value in any other appropriate manner (e.g., by means of firmware).

[0137] In particular, according to an embodiment of the present invention, the process described above with reference to the flowchart can be implemented as a computer software program. For example, an embodiment of the present invention includes a computer program product that includes a computer program carried on a non-transitory computer-readable medium, the computer program containing program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network via the communication unit 19, or installed from the storage unit 18, or installed from the ROM 12. When the computer program is executed by the processor 11, the above-mentioned functions defined in the method of the embodiment of the present invention are performed.

[0138] Various embodiments of the systems and techniques described above can be implemented in digital electronic circuit systems, integrated circuit systems, field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on a chip (SOCs), complex programmable logic devices (CPLDs), computer hardware, firmware, software, and / or combinations thereof. These various embodiments can include being implemented in one or more computer programs that are executable and / or interpreted on a programmable system that includes at least one programmable processor, which can be a special purpose or general purpose programmable processor that can receive data and instructions from a storage system, at least one input device, and at least one output device, and transmit data and instructions to the storage system, the at least one input device, and the at least one output device.

[0139] Computer programs for implementing the methods of the present invention may be written in any combination of one or more programming languages. These computer programs may be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing device, such that when the computer program is executed by the processor, the functions / operations specified in the flowcharts and / or block diagrams are implemented. The computer program may be executed entirely on the machine, partially on the machine, as a stand-alone software package, partially on the machine and partially on a remote machine, or entirely on a remote machine or server.

[0140] In the context of the present invention, computer-readable storage media can be tangible media that can contain or store a computer program for use with an instruction execution system, device or equipment or used in combination with an instruction execution system, device or equipment. Computer-readable storage media can include but are not limited to electronic, magnetic, optical, electromagnetic, infrared or semiconductor systems, devices or equipment, or any suitable combination of the foregoing. Alternatively, computer-readable storage media can be machine-readable signal media. More specific examples of machine-readable storage media can include electrical connections based on one or more lines, portable computer disks, hard disks, random access memories (RAM), read-only memories (ROM), erasable programmable read-only memories (EPROM or flash memory), optical fibers, portable compact disk read-only memories (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination of the foregoing.

[0141] To provide interaction with a user, the systems and techniques described herein can be implemented on an electronic device having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to the user; and a keyboard and pointing device (e.g., a mouse or trackball) through which the user can provide input to the electronic device. Other types of devices can also be used to provide interaction with the user; for example, the feedback provided to the user can be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user can be received in any form (including acoustic input, voice input, or tactile input).

[0142] The systems and techniques described herein can be implemented in a computing system that includes back-end components (e.g., as a data server), or a computing system that includes middleware components (e.g., an application server), or a computing system that includes front-end components (e.g., a user computer with a graphical user interface or web browser through which a user can interact with implementations of the systems and techniques described herein), or a computing system that includes any combination of such back-end components, middleware components, or front-end components. The components of the system can be interconnected by any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include: a local area network (LAN), a wide area network (WAN), a blockchain network, and the Internet.

[0143] A computing system may include a service client and a server. The service client and server are typically remote from each other and typically interact via a communication network. This relationship is established by computer programs running on the respective computers and establishing a service client-server relationship. The server may be a cloud server, also known as a cloud computing server or cloud host. This server is a hosting product within a cloud computing service ecosystem that addresses the management difficulties and limited scalability of traditional physical hosting and VPS services.

[0144] It should be understood that the various forms of the processes shown above can be used to reorder, add, or delete steps. For example, the steps described in the present invention can be performed in parallel, sequentially, or in a different order, as long as the desired results of the technical solution of the present invention can be achieved. This is not limited herein.

[0145] The above specific embodiments do not limit the scope of protection of the present invention. Those skilled in the art will appreciate that various modifications, combinations, sub-combinations, and substitutions may be made based on design requirements and other factors. Any modifications, equivalent substitutions, and improvements made within the spirit and principles of the present invention are intended to be included within the scope of protection of the present invention.

Claims

1. A method for determining a service quality evaluation value, characterized in that: include: Determining a current association degree and a historical association degree between a service provider and at least one service object; the current association degree is used to describe the closeness between the service provider and the service object in a current period; the historical association degree is used to describe the historical closeness between the service provider and the service object in historical periods; Determining a comprehensive degree of association between the service provider and the service object based on the current degree of association and the historical degree of association; the comprehensive degree of association is used to describe the closeness between the service provider and each service object throughout the entire service cycle; the service cycle includes a historical cycle and a current cycle; According to the comprehensive correlation, a service quality evaluation value of the service provider in the service period is determined to evaluate the service quality of the service provider.

2. The method according to claim 1, characterized in that Determining a current association between a service provider and at least one service object includes: Obtaining at least one service work order information of the service provider and the service object; Extracting data features from the service work order information to determine service information features of the service provider and the service recipient; the service information features are used to characterize the service behavior between the service provider and the service recipient; the service information features include frequency features, duration features, and satisfaction features; The current association degree between the service provider and the service object is determined according to the service information characteristics.

3. The method according to claim 1, characterized in that Determining a comprehensive degree of association between the service provider and the service object based on the current degree of association and the historical degree of association includes: Determining whether the historical correlation degree is greater than a first preset threshold; If so, the historical correlation is used as the comprehensive correlation; Otherwise, determining whether the current correlation degree is less than a second preset threshold; If so, determining the comprehensive correlation between the service provider and the service object according to a preset correlation decay formula and historical correlation; Otherwise, the comprehensive correlation between the service provider and the service object is determined according to a preset correlation gain formula, the current correlation and the historical correlation.

4. The method according to claim 3, characterized in that The preset correlation attenuation formula is expressed as follows: D ab =D' ab ·e -a ; Among them, D ab is the comprehensive correlation between the service provider and the service recipient, D' ab is the historical correlation between the service provider and the service recipient, and α is the attenuation index, which is used to control the attenuation amplitude.

5. The method according to claim 3, characterized in that The preset correlation gain formula is expressed as follows: D ab =max(D' ab ,b·D)·e s ; Among them, D ab is the comprehensive correlation between the service provider and the service recipient, D' ab is the historical correlation between the service provider and the service object, β is the preset weight, D is the current correlation between the service provider and the service object, and s is the gain index, which is used to control the gain amplitude.

6. The method according to claim 2, characterized in that Determining a service quality evaluation value of the service provider during the service period based on the comprehensive correlation to evaluate the service quality of the service provider includes: According to the satisfaction characteristics and the comprehensive correlation, a service quality evaluation value of the service provider in the service cycle is determined to evaluate the service quality of the service provider.

7. The method according to claim 6, characterized in that According to the service satisfaction characteristics and the comprehensive correlation, the service quality evaluation value of the service provider in the service cycle is determined, which can be expressed by the following formula: Among them, F a is the service quality evaluation value of the service provider during the service cycle, S b is the satisfaction characteristic of the service recipient with the service provider in the current cycle, D ab is the comprehensive correlation between the service provider and the service object, and J is the number of service objects of the service provider.

8. A device for determining a service quality evaluation value, characterized in that: include: A first association determination module is configured to determine a current association and a historical association between a service provider and at least one service object; the current association is used to describe the closeness between the service provider and the service object in a current period; and the historical association is used to describe the historical closeness between the service provider and the service object in historical periods. a second association determination module, configured to determine a comprehensive association between the service provider and the service object based on the current association and the historical association; the comprehensive association is used to describe the closeness between the service provider and each service object over the entire service cycle; the service cycle includes a historical cycle and a current cycle; The service quality evaluation value determination module is used to determine the service quality evaluation value of the service provider in the service period according to the comprehensive correlation degree, so as to evaluate the service quality of the service provider.

9. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein: When the processor executes the program, the method for determining a service quality evaluation value according to any one of claims 1 to 7 is implemented.

10. A storage medium storing computer executable instructions, characterized in that: When the computer executable instructions are executed by a computer processor, they are used to perform the method for determining a service quality evaluation value according to any one of claims 1 to 7.

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