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

Abstract

The application relates to a customer service quality inspection processing method and device, computer equipment and a storage medium. The method comprises the following steps: obtaining a customer service quality inspection configuration file; the customer service quality inspection configuration file comprises multiple quality inspection configuration data and a storage interface path bound to each quality inspection configuration data; the quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment; for each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the bound storage interface path is created; the storage request is sent to a target service, so that the target service performs structured storage on the quality inspection configuration data according to the storage interface path in the storage request; wherein the quality inspection configuration data after the structured storage is used for providing data support when performing customer service quality inspection processing in the running environment. The method can reduce computer resource consumption.

Description

TECHNICAL FIELD

[0001] The present application relates to the software technical field, in particular to a customer service quality inspection processing method and device, computer equipment and storage medium. BACKGROUND

[0002] In order to improve customer service satisfaction, a dedicated customer service personnel usually interacts with customers to provide pre-sale, in-sale or after-sale services, such as providing consulting services, quality warranty services of products, and feedback of product use, etc. In order to ensure the service quality of customer service, a software product for performing customer service quality inspection is provided. However, as more and more enterprises need customer service quality inspection, using only one running environment to run one customer service quality inspection software product cannot meet the market demand, and multiple running environments are often needed to run customer service quality inspection software products respectively, and different configuration parameters may be used for different running environments. For example, a first running environment is used for enterprise A, and a second running environment is used for enterprise B. The requirements of enterprise A and enterprise B are different, so the configuration parameters used by the first environment and the second environment are different. Therefore, it takes a lot of work to set the quality inspection parameters of the customer service quality inspection software product.

[0003] However, in the traditional quality inspection parameter setting mode, the relevant personnel first log in to the specified running environment, find the corresponding parameter storage folder location for each quality inspection parameter in the running environment, open a certain file in the parameter storage folder location, modify the file according to the specified format, and save the modified file. In this way, when there are many running environments or a large amount of configuration data, the relevant personnel need to repeatedly operate in the running environment, resulting in unnecessary computer resource consumption. SUMMARY

[0004] Therefore, it is necessary to provide a customer service quality inspection processing method and device, computer equipment, storage medium and computer program product capable of reducing computer resource consumption in view of the above technical problems.

[0005] In a first aspect, the present application provides a customer service quality inspection processing method. The method comprises:

[0006] obtaining a customer service quality inspection configuration file; the customer service quality inspection configuration file comprises a plurality of quality inspection configuration data and a storage interface path bound to each quality inspection configuration data; the quality inspection configuration data is data needed to be used when performing customer service quality inspection processing in a running environment;

[0007] for each quality inspection configuration data, creating a storage request carrying the quality inspection configuration data and the bound storage interface path;

[0008] send the storage request to a target service, so that the target service stores the quality inspection configuration data according to the storage interface path in the storage request;

[0009] The quality inspection configuration data after the structured storage is used to provide data support when performing the customer service quality inspection processing in the running environment.

[0010] In a second aspect, the present application further provides a customer service quality inspection processing device. The device comprises:

[0011] The obtaining module is configured to obtain a customer service quality inspection configuration file. The customer service quality inspection configuration file comprises a plurality of quality inspection configuration data and a storage interface path bound to each quality inspection configuration data. The quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment.

[0012] The sending module is configured to create, for each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the bound storage interface path, and send the storage request to a target service, so that the target service stores the quality inspection configuration data according to the storage interface path in the storage request. The quality inspection configuration data after the structured storage is used to provide data support when performing the customer service quality inspection processing in the running environment.

[0013] In one embodiment, the sending module is further configured to create, for each quality inspection configuration data, a hypertext transfer protocol request carrying the quality inspection configuration data. The storage interface path is at least part of an interface path in the hypertext transfer protocol request. The quality inspection configuration data is transmitted to a target service through the hypertext transfer protocol request, so that the target service stores the quality inspection configuration data according to the storage interface path in the hypertext transfer protocol request.

[0014] In one embodiment, the quality inspection configuration data is field content of a data field item in the customer service quality inspection configuration file. The storage interface path is field content of a path field item in the customer service quality inspection configuration file. The sending module is further configured to determine, for each data field item, corresponding field content to obtain the quality inspection configuration data. For the path field item corresponding to the data field item, the corresponding field content is determined to obtain the storage interface path. For each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the bound storage interface path is created.

[0015] In one of the embodiments, the customer service quality inspection configuration file comprises quality inspection configuration data required by each of the plurality of running environments when performing the customer service quality inspection processing, and a storage interface path bound to each of the quality inspection configuration data; the same quality inspection configuration data is bound to different storage interface paths in different running environments.

[0016] In one of the embodiments, the plurality of quality inspection configuration data comprises score item configuration data and quality inspection rule configuration data; the quality inspection rule configuration data is used to specify rule content of a plurality of quality inspection rules for performing quality inspection on the customer service conversation; the score item configuration data is used to specify that a target quality inspection rule is used to score the customer service conversation; the target quality inspection rule is a quality inspection rule specified from the plurality of quality inspection rules.

[0017] In one of the embodiments, the customer service quality inspection configuration file is a first customer service quality inspection configuration file; the quality inspection rule configuration data in the first customer service quality inspection configuration file comprises rule content of each quality inspection rule and rule identification information of each quality inspection rule; the sending module is further used to obtain a second customer service quality inspection configuration file after the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted; the second customer service quality inspection configuration file comprises target score item configuration data; the target score item configuration data comprises rule identification information representing the target quality inspection rule; wherein, quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file; the same structured storage processing steps as the first customer service quality inspection configuration file are performed on the second customer service quality inspection configuration file, so as to realize structured storage of the target score item configuration data; the target score item configuration data after the structured storage is used to instruct to score the customer service conversation by using the target quality inspection rule represented by the rule identification information.

[0018] In one of the embodiments, the running environment is a first running environment; the obtaining module is further used to export an initial customer service quality inspection configuration file in a second running environment; the initial customer service quality inspection configuration file is generated based on structured quality inspection configuration data used when performing the customer service quality inspection processing in the second running environment; and the customer service quality inspection configuration file is obtained in response to a custom modification operation on the initial customer service configuration file.

[0019] In a third aspect, the present application further provides a computer device. The computer device comprises a memory and a processor, the memory stores a computer program, and the processor executes steps of the above customer service quality inspection processing method.

[0020] In a fourth aspect, the present application further provides a computer readable storage medium. The computer readable storage medium stores a computer program, and the computer program is executed by a processor to execute steps of the above customer service quality inspection processing method.

[0021] In a fifth aspect, the present application provides a computer program product. The computer program product comprises a computer program which is executed by a processor to perform the steps of the customer service quality inspection processing method.

[0022] The customer service quality inspection processing method, device, computer device, storage medium and computer program product described above, by obtaining a customer service quality inspection configuration file, the customer service quality inspection configuration file comprising a plurality of quality inspection configuration data and a storage interface path bound to each quality inspection configuration data, the quality inspection configuration data being data required to be used when performing customer service quality inspection processing in a running environment. For each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the bound storage interface path is created. The storage request is sent to a target service, so that the target service performs structured storage on the quality inspection configuration data according to the storage interface path in the storage request. The quality inspection configuration data after structured storage is used to provide data support when performing customer service quality inspection processing in a running environment. Therefore, the method can automatically transmit the quality inspection configuration data of the customer service quality inspection configuration file to the target service, trigger the target service to perform structured storage according to the specified storage interface path, so that the customer service quality inspection software product can use the structured quality inspection configuration data to perform customer service quality inspection processing in the running environment, avoiding manual configuration one by one, thereby reducing computer resource consumption. BRIEF DESCRIPTION OF DRAWINGS

[0023] Figure 1 An application environment diagram of the customer service quality inspection processing method in an embodiment;

[0024] Figure 2 A flowchart of the customer service quality inspection processing method in an embodiment;

[0025] Figure 3 A schematic diagram of the customer service quality inspection configuration file in an embodiment;

[0026] Figure 4 A flowchart of the customer service quality inspection processing method in an embodiment;

[0027] Figure 5 A structural block diagram of the customer service quality inspection processing device in an embodiment;

[0028] Figure 6 An internal structure diagram of the computer device in an embodiment. DETAILED DESCRIPTION

[0029] In order to make the purposes, technical solutions and advantages of the present application clearer, further detailed description will be made to the present application in combination with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and not used to limit the present application.

[0030] The customer service quality inspection processing method provided by the embodiments of the present application can be applied in an application environment as shown in Figure 1 The terminal 110 communicates with the server 120 through a network. The data storage system can store data required to be processed by the server 120. The data storage system can be integrated on the server 120, or placed on a cloud or other network server. The terminal 110 can be, but is not limited to, various personal computers, notebook computers, smart phones, tablet computers and portable wearable devices, and the server 120 can be implemented by an independent server or a server cluster composed of multiple servers.

[0031] The terminal 110 can obtain a customer service quality inspection configuration file, which includes a plurality of quality inspection configuration data and a storage interface path bound to each quality inspection configuration data. The quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment. The terminal 110 creates a storage request carrying the quality inspection configuration data and the bound storage interface path for each quality inspection configuration data. The terminal 110 sends the storage request to a target service of the server 120, so that the target service stores the quality inspection configuration data in a structured manner according to the storage interface path in the storage request. The quality inspection configuration data after structured storage is used to provide data support when performing customer service quality inspection processing in the running environment.

[0032] In one embodiment, the terminal 120 can also be replaced by a server, which is not limited.

[0033] In one embodiment, as shown in Figure 2 A customer service quality inspection processing method is provided, and the embodiments of the present application are exemplified by the method applied to a terminal. It can be understood that the method can also be applied to a server, and can also be applied to a system including a terminal and a server, and can be realized through the interaction of the terminal and the server. The method includes the following steps in the embodiments:

[0034] S202, obtaining a customer service quality inspection configuration file; the customer service quality inspection configuration file includes a plurality of quality inspection configuration data and a storage interface path bound to each quality inspection configuration data; the quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment.

[0035] The customer service quality inspection configuration file is a file for configuring customer service quality inspection related processing. The storage interface path is a path of an interface provided by a storage system to the outside for storing quality inspection configuration data. The running environment is used for running a customer service quality inspection system for performing customer service quality inspection processing.

[0036] Specifically, the terminal acquires a customer service quality inspection configuration file specified by a user. The customer service quality inspection configuration file includes multiple quality inspection configuration data and a storage interface path bound to each quality inspection configuration data. The quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment.

[0037] In an embodiment, one customer service quality inspection configuration file can configure multiple running environments, and the same quality inspection configuration data is bound to different storage interface paths in different running environments.

[0038] In an embodiment, the multiple quality inspection configuration data can include scoring item configuration data and quality inspection rule configuration data, and a quality inspection rule can be specified in the scoring item configuration data to score a customer service conversation.

[0039] In an embodiment, a customer service quality inspection configuration file is generated based on structured quality inspection configuration data used when performing customer service quality inspection processing in a running environment, and the customer service quality inspection configuration file is exported.

[0040] S204, for each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the bound storage interface path is created.

[0041] Specifically, the terminal confirms the multiple quality inspection configuration data in the customer service quality inspection configuration file, and for each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the bound storage interface path is created.

[0042] In an embodiment, the terminal supports configuring and viewing quality inspection configuration data on a quality inspection configuration interface. The terminal creates a hypertext transfer protocol request to generate a storage request in response to a configuration operation of the quality inspection configuration interface. The terminal can also create the same hypertext transfer protocol request for the customer service quality inspection configuration file to generate a storage request. It can be understood that the terminal unifies the storage request generated for the configuration operation of the quality inspection configuration interface and the storage request generated for the customer service quality inspection configuration file, so that a target service receiving and processing the storage request can use the same set of code logic to process the two different application scenarios of interface configuration and configuration file configuration, thereby reducing the workload of code development and maintenance. Moreover, the quality inspection configuration data configured using the customer service quality inspection configuration file can be viewed on the quality inspection configuration interface, improving the convenience of customer service quality inspection configuration operation and ensuring data consistency.

[0043] In one embodiment, different field items are used in the customer service quality inspection configuration file to identify different field contents. The quality inspection configuration data is the field content of the data field item in the customer service quality inspection configuration file. The terminal can obtain the customer service quality inspection configuration data according to the data field item in the customer service quality inspection configuration file.

[0044] S206, sending a storage request to the target service to make the target service store the quality inspection configuration data in a structured manner according to the storage interface path in the storage request; wherein the quality inspection configuration data after the structured storage is used to provide data support when the customer service quality inspection processing is performed in the running environment.

[0045] Specifically, the terminal sends a storage request to the target service, and the target service receives the storage request, parses the storage interface path and the quality inspection configuration data included in the storage request, and stores the quality inspection configuration data in a structured manner in the storage system according to the storage interface path in the storage request. Wherein the quality inspection configuration data after the structured storage is used to provide data support when the customer service quality inspection processing is performed in the running environment. That is, when the customer service quality inspection processing is performed in the running environment, the customer service quality inspection system in the running environment obtains the quality inspection configuration data after the structured storage to perform the customer service quality inspection processing.

[0046] In one embodiment, the terminal can use multiple customer service quality inspection configuration files to configure the quality inspection configuration data required when the customer service quality inspection processing is performed in the running environment. The quality inspection configuration data of the target customer service quality inspection configuration file can use the identifier corresponding to the quality inspection configuration data of the non-target customer service quality inspection configuration file to represent the reference to the quality inspection configuration data of the non-target customer service quality inspection configuration file.

[0047] The above-mentioned customer service quality inspection processing method obtains a customer service quality inspection configuration file; the customer service quality inspection configuration file includes multiple quality inspection configuration data and a storage interface path bound to each quality inspection configuration data; the quality inspection configuration data is the data required when the customer service quality inspection processing is performed in the running environment. For each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the bound storage interface path is created. The storage request is sent to the target service to make the target service store the quality inspection configuration data in a structured manner according to the storage interface path in the storage request. Wherein the quality inspection configuration data after the structured storage is used to provide data support when the customer service quality inspection processing is performed in the running environment. Therefore, this method can automatically transmit the quality inspection configuration data of the customer service quality inspection configuration file to the target service, trigger the target service to store in a structured manner according to the specified storage interface path, so that the customer service quality inspection software product can use the structured quality inspection configuration data to perform the customer service quality inspection processing in the running environment, avoiding manual configuration one by one, thereby reducing computer resource consumption and improving system use efficiency.

[0048] In one embodiment, the creating, for each quality inspection configuration data, a storage request carrying the quality inspection configuration data and a binding storage interface path includes: for each quality inspection configuration data, creating a hypertext transfer protocol request carrying the quality inspection configuration data; the storage interface path is at least part of an interface path in the hypertext transfer protocol request; and the sending the storage request to the target service to enable the target service to store the quality inspection configuration data in a structured manner according to the storage interface path in the storage request includes: transmitting the quality inspection configuration data to the target service through the hypertext transfer protocol request to enable the target service to store the quality inspection configuration data in a structured manner according to the storage interface path in the hypertext transfer protocol request.

[0049] Specifically, the terminal creates, for each quality inspection configuration data, a hypertext transfer protocol request carrying the quality inspection configuration data, and takes the storage interface path as at least part of an interface path in the hypertext transfer protocol request. The terminal transmits the quality inspection configuration data to the target service through the hypertext transfer protocol request, and the target service receives the hypertext transfer request, obtains the quality inspection configuration data from the hypertext request, and obtains the storage interface path from the interface path in the hypertext transfer protocol request, and stores the quality inspection configuration data in a structured manner according to the storage interface path.

[0050] In this embodiment, the quality inspection configuration data is stored in a structured manner by creating a hypertext transfer protocol request carrying the quality inspection configuration data, and taking the storage interface path as at least part of an interface path in the hypertext transfer protocol request to transmit the quality inspection configuration data and the storage interface path, thereby laying a foundation for using structured quality inspection configuration data.

[0051] In one embodiment, the quality inspection configuration data is field content of a data field item in a customer service quality inspection configuration file; the storage interface path is field content of a path field item in the customer service quality inspection configuration file; the creating, for each quality inspection configuration data, a storage request carrying the quality inspection configuration data and a binding storage interface path includes: for each data field item, determining corresponding field content to obtain the quality inspection configuration data; for a path field item corresponding to the data field item, determining corresponding field content to obtain the storage interface path; and the creating, for each quality inspection configuration data, a storage request carrying the quality inspection configuration data and a binding storage interface path.

[0052] Specifically, the quality inspection configuration data is field content of a data field item in the customer quality inspection configuration file, and the storage interface path is field content of a path field item in the customer quality inspection configuration file. The terminal determines, for each data field item, field content corresponding to the data field item to obtain the quality inspection configuration data. The terminal determines, for a path field item corresponding to the data field item, field content of the path field item to obtain the storage interface path. The terminal creates, for each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the storage interface path bound therewith.

[0053] In one implementation, the customer quality inspection configuration file is in a JSON (JavaScript Object Notation) format. As shown in the JSON format of the customer quality inspection configuration file, Figure 3 Figure 3 301 is a data field item, 302 is field content of 301, and 302 contains the quality inspection configuration data. 303 is a path field item, and 304 is field content of 303, which contains the storage interface path.

[0054] In one embodiment, the customer quality inspection configuration file further includes a version field item, and field content corresponding to the version field item is a version number of the customer quality inspection configuration file.

[0055] In one embodiment, the customer quality inspection configuration file further includes a name field item, and field content corresponding to the name field item is a name of the customer quality inspection configuration file, which is used to distinguish different customer quality inspection configuration files.

[0056] In one embodiment, the customer quality inspection configuration file further includes a creation time field item, and field content corresponding to the creation time field item is a creation time of the customer quality inspection configuration file.

[0057] In one embodiment, the customer quality inspection configuration file further includes a content field item and a digital signature field item. Field content corresponding to the content field item is related information of the quality inspection configuration data and the storage interface path. Field content corresponding to the digital signature field item is used to digitally sign the field content corresponding to the content field item. After the terminal obtains the customer quality inspection configuration file, the terminal processes the field content corresponding to the content field item only after successfully verifying the field content corresponding to the content field item using the field content corresponding to the digital signature field item, to obtain the quality inspection configuration data and the storage interface path, and transmits the quality inspection configuration data to the target service.

[0058] In one embodiment, the customer quality inspection configuration file further includes a target service field item, and field content corresponding to the target service field item is used to represent connection information of the target service. The terminal can obtain the field content corresponding to the target service field item, connect the target service based on the connection information in the field content, and send the storage request to the target service.​

[0059] In the embodiment, the quality inspection configuration data is obtained through the data field item, and the storage interface path is obtained through the path field item, so that the content of different fields can be distinguished in the customer service quality inspection configuration file, and the readability of the customer service quality inspection configuration file is improved.

[0060] In one embodiment, the customer service quality inspection configuration file includes quality inspection configuration data required by each of the multiple running environments for performing customer service quality inspection processing, and a storage interface path bound to each quality inspection configuration data; the storage interface path bound to the same quality inspection configuration data is different in different running environments.

[0061] Specifically, the customer service quality inspection configuration file includes quality inspection configuration data required by each of the multiple running environments for performing customer service quality inspection processing, and a storage interface path bound to each quality inspection configuration data. Among them, the storage interface path bound to the same quality inspection configuration data is different in different running environments. For example, for the quality inspection rule configuration data, the storage interface path used by the first running environment is A, and the storage interface path used by the second running environment is B. In one customer service quality inspection configuration file, the first quality inspection rule configuration data can be configured, and the corresponding storage interface path is A; the second quality inspection rule configuration data can be configured, and the corresponding storage interface path is B.

[0062] In the embodiment, since the storage interface path bound to the same quality inspection configuration data is different in different running environments, different storage interface paths can be set for the same quality inspection configuration data in one customer service quality inspection configuration file to configure multiple different running environments. In this way, one-to-many configuration is realized, and it is not necessary to use a customer service quality inspection configuration file for each running environment, the flexibility of customer service quality inspection configuration is improved. Moreover, in the case of many running environments, if only one quality inspection configuration data is modified, all running environments can be configured in one customer service quality inspection configuration file, and the efficiency of customer service quality inspection configuration is greatly improved.

[0063] In one embodiment, the multiple quality inspection configuration data includes score item configuration data and quality inspection rule configuration data; the quality inspection rule configuration data is used to specify rule content of multiple quality inspection rules for quality inspection of the customer service dialogue; the score item configuration data is used to specify score of the customer service dialogue using a target quality inspection rule; the target quality inspection rule is a quality inspection rule specified from the multiple quality inspection rules.

[0064] Specifically, the plurality of quality inspection configuration data includes score item configuration data and quality inspection rule configuration data. The quality inspection rule configuration data is used to specify rule content of a plurality of quality inspection rules for quality inspecting the customer service dialogue, and the score item configuration data is used to specify that the customer service dialogue is scored using a target quality inspection rule, wherein the target quality inspection rule is a quality inspection rule specified from the plurality of quality inspection rules.

[0065] In the embodiment, the plurality of quality inspection configuration data includes score item configuration data and quality inspection rule configuration data, and the score item configuration data can specify that the customer service dialogue is scored using the quality inspection rule in the quality inspection rule configuration data. In this way, the running environment supports configuring the score item and the quality inspection rule by the customer service quality inspection system, so as to support different business requirements and improve the universality of the customer service quality inspection system. Moreover, the score item configuration data can refer to the quality inspection rule in the quality inspection rule configuration data, so as to further improve the flexibility of the customer service quality inspection configuration.

[0066] In one embodiment, the customer service quality inspection configuration file is a first customer service quality inspection configuration file; the quality inspection rule configuration data in the first customer service quality inspection configuration file includes rule content of each quality inspection rule and rule identification information for each quality inspection rule; the method further includes: after the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted, a second customer service quality inspection configuration file is obtained; the second customer service quality inspection configuration file includes target score item configuration data; the target score item configuration data includes rule identification information representing a target quality inspection rule; the quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file; the same structured storage processing steps as the first customer service quality inspection configuration file are performed on the second customer service quality inspection configuration file, so as to implement structured storage on the target score item configuration data; and the target score item configuration data after the structured storage is used to instruct to score the customer service dialogue using the target quality inspection rule represented by the rule identification information.

[0067] Specifically, the customer service quality inspection configuration file is a first customer service quality inspection configuration file. The quality inspection rule configuration data in the first customer service quality inspection configuration file includes rule content of each quality inspection rule and rule identification information for each quality inspection rule. After the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted, a second customer service quality inspection configuration file is obtained. The second customer service quality inspection configuration file includes target score item configuration data, and the target score item configuration data includes rule identification information representing a target quality inspection rule. The quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file. The same structured storage processing steps as the first customer service quality inspection configuration file are performed on the second customer service quality inspection configuration file, so as to implement structured storage on the target score item configuration data. The target score item configuration data after the structured storage is used to instruct to score the customer service dialogue using the target quality inspection rule represented by the rule identification information.

[0068] In the embodiment, the quality inspection rule configuration data in the first customer service quality inspection configuration file includes rule content of each quality inspection rule and rule identification information for each quality inspection rule, and the second customer service quality inspection configuration file includes rule identification information described in the first customer service quality inspection configuration file. In this way, different configuration data can be set in the first customer service quality inspection configuration file and the second customer service quality inspection configuration file respectively, so as to classify the configuration data, and the two customer service quality inspection configuration files have a reference relationship, thereby improving the flexibility of customer service quality inspection configuration.

[0069] In one embodiment, the running environment is a first running environment; the obtaining of the customer service quality inspection configuration file includes: exporting an initial customer service quality inspection configuration file in a second running environment; the initial customer service quality inspection configuration file is generated based on structured quality inspection configuration data used when performing customer service quality inspection processing in the second running environment; and the customer service quality inspection configuration file is obtained in response to a custom modification operation on the initial customer service configuration file.

[0070] Specifically, the running environment is a first running environment. The terminal can export an initial customer service quality inspection configuration file in a second running environment, where the initial customer service quality inspection configuration file is generated based on structured quality inspection configuration data used when performing customer service quality inspection processing in the second running environment. The terminal obtains a customer service quality inspection configuration file in response to a custom modification operation on the initial customer service configuration file. The terminal performs steps S202, S204 and S206 to apply quality inspection configuration data in the customer service quality inspection configuration file to the first running environment.

[0071] In one embodiment, the quality inspection configuration data used by the second running environment needs to be initialized before being exported for use. Specifically, as shown in Figure 4 In response to an initialization operation on the quality inspection configuration data used by the second running environment, the terminal initializes the quality inspection configuration data used by the second running environment. The terminal exports an initial customer service quality inspection configuration file in the second running environment. The terminal obtains a customer service quality inspection configuration file in response to a custom modification operation on the initial customer service configuration file. The terminal performs steps S202, S204 and S206 to apply quality inspection configuration data in the customer service quality inspection configuration file to the running environment involved in step S202.

[0072] In the embodiment, by exporting an initial customer service quality inspection configuration file in the second running environment and further modifying it to obtain a customer service quality inspection configuration file, it is not necessary to input related quality inspection configuration data one by one to generate the customer service quality inspection configuration file, thereby improving the convenience of generating the customer service quality inspection configuration file.

[0073] In one embodiment, the terminal derives an initial customer service quality inspection configuration file in the second running environment, wherein the initial customer service quality inspection configuration file is generated based on structured quality inspection configuration data used when performing customer service quality inspection processing in the second running environment. The terminal obtains a customer service quality inspection configuration file in response to a custom modification operation on the initial customer service configuration file. The terminal acquires the customer service quality inspection configuration file, which includes a plurality of quality inspection configuration data and a storage interface path bound to each quality inspection configuration data, the quality inspection configuration data being data required to be used when performing customer service quality inspection processing in the running environment. The terminal determines the corresponding field content of each data field item to obtain the quality inspection configuration data. The terminal determines the corresponding field content of the path field item corresponding to the data field item to obtain the storage interface path. The terminal creates a hypertext transfer protocol request carrying the quality inspection configuration data, and the storage interface path is at least part of the interface path in the hypertext transfer protocol request. The terminal transmits the quality inspection configuration data to the target service through the hypertext transfer protocol request, so that the target service stores the quality inspection configuration data according to the storage interface path in the storage request. The structured quality inspection configuration data is used to provide data support when performing customer service quality inspection processing in the running environment. The customer service quality inspection configuration file can be used only in one running environment, and can also be applied to multiple running environments. Specifically, the customer service quality inspection configuration file can include quality inspection configuration data required when performing customer service quality inspection processing in a plurality of running environments, and a storage interface path bound to each quality inspection configuration data. The storage interface path bound to the same quality inspection configuration data is different in different running environments. The plurality of quality inspection configuration data in the customer service quality inspection configuration file can include score item configuration data and quality inspection rule configuration data, wherein the quality inspection rule configuration data is used to specify rule content of a plurality of quality inspection rules for inspecting customer service dialogues; the score item configuration data is used to specify a target quality inspection rule for scoring customer service dialogues; and the target quality inspection rule is a quality inspection rule specified from the plurality of quality inspection rules.

[0074] It should be understood that although each step in the flowchart in some embodiments of the present application is displayed in sequence according to the arrow, these steps are not necessarily executed in sequence according to the arrow. Unless otherwise specified herein, the execution of these steps is not strictly limited in sequence, and these steps can be executed in other sequences. Moreover, at least part of the steps in the flowchart can include multiple steps or multiple stages, which are not necessarily executed at the same time, but can be executed at different times, and the execution sequence of these steps or stages is not necessarily sequential, but can be executed in rotation or alternation with at least part of other steps or steps or stages in other steps.

[0075] Based on the same inventive concept, the embodiments of the present application further provide a customer service quality inspection processing device for implementing the above-mentioned customer service quality inspection processing method. The implementation scheme for solving the problem provided by the device is similar to the implementation scheme described in the above-mentioned method, and therefore the specific limitations in one or more customer service quality inspection processing device embodiments provided below can refer to the limitations of the customer service quality inspection processing method described above, which will not be described here again.

[0076] In one embodiment, as shown in Figure 5 a customer service quality inspection processing device 500 is provided, comprising: an acquisition module 502 and a sending module 504, wherein:

[0077] The acquisition module 502 is configured to acquire a customer service quality inspection configuration file; the customer service quality inspection configuration file comprises a plurality of quality inspection configuration data and a storage interface path bound to each quality inspection configuration data; the quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment.

[0078] The sending module 504 is configured to, for each quality inspection configuration data, create a storage request carrying the quality inspection configuration data and the bound storage interface path; and send the storage request to a target service, so that the target service performs structured storage on the quality inspection configuration data according to the storage interface path in the storage request; wherein the quality inspection configuration data after the structured storage is used to provide data support when performing customer service quality inspection processing in the running environment.

[0079] In one embodiment, the sending module 504 is further configured to, for each quality inspection configuration data, create a hypertext transfer protocol request carrying the quality inspection configuration data; the storage interface path is at least part of an interface path in the hypertext transfer protocol request; and transmit the quality inspection configuration data to the target service through the hypertext transfer protocol request, so that the target service performs structured storage on the quality inspection configuration data according to the storage interface path in the hypertext transfer protocol request.

[0080] In one embodiment, the quality inspection configuration data is field content of a data field item in the customer service quality inspection configuration file; the storage interface path is field content of a path field item in the customer service quality inspection configuration file; the sending module 504 is further configured to, for each data field item, determine corresponding field content to obtain the quality inspection configuration data; for a path field item corresponding to the data field item, determine corresponding field content to obtain the storage interface path; and for each quality inspection configuration data, create a storage request carrying the quality inspection configuration data and the bound storage interface path.

[0081] In one embodiment, the customer service quality inspection configuration file includes a plurality of quality inspection configuration data required for respective customer service quality inspection processes in a plurality of running environments, and a storage interface path bound to each quality inspection configuration data; the same quality inspection configuration data is bound to different storage interface paths in different running environments.

[0082] In one embodiment, the plurality of quality inspection configuration data includes score item configuration data and quality inspection rule configuration data; the quality inspection rule configuration data is used to specify rule content of a plurality of quality inspection rules for quality inspection of the customer service conversation; the score item configuration data is used to specify scoring of the customer service conversation using a target quality inspection rule; the target quality inspection rule is a quality inspection rule specified from the plurality of quality inspection rules.

[0083] In one embodiment, the customer service quality inspection configuration file is a first customer service quality inspection configuration file; the quality inspection rule configuration data in the first customer service quality inspection configuration file includes rule content of each quality inspection rule and rule identification information for each quality inspection rule; the sending module 504 is further configured to, after the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted, obtain a second customer service quality inspection configuration file; the second customer service quality inspection configuration file includes target score item configuration data; the target score item configuration data includes rule identification information representing a target quality inspection rule; wherein the quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file; the same structured storage processing steps as the first customer service quality inspection configuration file are performed on the second customer service quality inspection configuration file to implement structured storage of the target score item configuration data; the target score item configuration data after the structured storage is used to instruct scoring of the customer service conversation using the target quality inspection rule represented by the rule identification information.

[0084] In one embodiment, the running environment is a first running environment; the obtaining module 502 is further configured to export an initial customer service quality inspection configuration file in a second running environment; the initial customer service quality inspection configuration file is generated based on structured quality inspection configuration data used in the second running environment for customer service quality inspection processing; and the customer service quality inspection configuration file is obtained in response to a custom modification operation on the initial customer service configuration file.

[0085] The customer service quality inspection processing device obtains a customer service quality inspection configuration file. The customer service quality inspection configuration file includes multiple quality inspection configuration data and a storage interface path bound to each quality inspection configuration data. The quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment. For each quality inspection configuration data, a storage request carrying the quality inspection configuration data and the bound storage interface path is created. The storage request is sent to a target service, so that the target service performs structured storage of the quality inspection configuration data according to the storage interface path in the storage request. The quality inspection configuration data after structured storage is used to provide data support when performing customer service quality inspection processing in the running environment. Therefore, the method can automatically transmit the quality inspection configuration data of the customer service quality inspection configuration file to the target service, trigger the target service to perform structured storage according to the specified storage interface path, so that the customer service quality inspection software product can use the structured quality inspection configuration data to perform customer service quality inspection processing in the running environment, and manual configuration is avoided, thereby reducing computer resource consumption.

[0086] The specific limitations of the customer service quality inspection processing device can be seen in the above limitations of the customer service quality inspection processing method, which will not be repeated here. Each module in the customer service quality inspection processing device can be realized by software, hardware, and a combination thereof in whole or in part. Each module can be embedded in or independent of the processor in the computer device in hardware form, or can be stored in the memory in the computer device in software form, so as to be called and executed by the processor to perform the operations corresponding to each module.

[0087] In one embodiment, a computer device, which can be a terminal, is provided. The internal structure diagram of the computer device can be as shown in FIG. 1. Figure 6The computer device shown in the figure includes a processor, a memory, an input / output interface, a communication interface, a display unit and an input device. Among them, the processor, the memory and the input / output interface are connected through a system bus, and the communication interface, the display unit and the input device are connected to the system bus through the input / output interface. Among them, the processor of the computer device is used to provide computing and control capability. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operating system and the computer program in the non-volatile storage medium to run. The input / output interface of the computer device is used to exchange information between the processor and external devices. The communication interface of the computer device is used to communicate with external terminals in a wired or wireless manner. The wireless manner can be realized through WIFI, mobile cellular network, NFC (near field communication) or other technologies. The computer program is executed by the processor to realize a customer service quality inspection processing method. The display unit of the computer device is used to form a visually visible picture, which can be a display screen, a projection device or a virtual reality imaging device. The display screen can be a liquid crystal display screen or an electronic ink display screen. The input device of the computer device can be a touch layer overlaid on the display screen, or a key, trackball or touchpad arranged on the shell of the computer device. It can also be an external keyboard, touchpad or mouse, etc.

[0088] Those skilled in the art can understand that, Figure 6 The structure shown in the figure is only a block diagram of part of the structure related to the scheme of the present application, and does not constitute a limitation on the computer device to which the scheme of the present application is applied. The specific computer device can include more or fewer components than those shown in the figure, or combine certain components, or have a different component arrangement.

[0089] In one embodiment, a computer device is also provided, including a memory and a processor, the memory storing a computer program, and the processor executing the computer program to realize the steps in each of the above method embodiments.

[0090] In one embodiment, a computer readable storage medium is provided, which stores a computer program, and the computer program is executed by a processor to realize the steps in each of the above method embodiments.

[0091] In one embodiment, a computer program product is provided, including a computer program, and the computer program is executed by a processor to realize the steps in each of the above method embodiments.

[0092] It should be noted that the user information (including but not limited to user equipment information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved in the present application are all information and data authorized by the user or authorized by all parties, and the collection, use and processing of related data need to comply with relevant laws, regulations and standards of countries and regions.

[0093] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing related hardware through a computer program. The computer program can be stored in a non-volatile computer readable storage medium. When the computer program is executed, it can include the processes of the above-mentioned embodiments of each method. Any reference to memory, storage, database or other medium used in each embodiment provided by the present application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory or optical memory, etc. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration but not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM), etc.

[0094] Each technical feature of the above embodiments can be combined arbitrarily. In order to make the description simple, not all possible combinations of each technical feature in the above embodiments are described, but as long as the combination of these technical features does not exist contradictory, it should be considered as the scope of the present application.

[0095] The above embodiments only express several implementation manners of the present application, and the description is more specific and detailed, but it should not be understood as a limitation on the scope of the patent. It should be noted that for those skilled in the art, without departing from the concept of the present application, some modifications and improvements can be made, which are all within the scope of the present application. Therefore, the protection scope of the patent of the present application should be subject to the appended claims.

Claims

1. A method for handling customer quality inspection, characterized in that, The method comprises: obtaining a first customer service quality inspection configuration file; the first customer service quality inspection configuration file comprises quality inspection configuration data required for respective running environments to perform customer service quality inspection processing, and a storage interface path bound to each quality inspection configuration data; the quality inspection configuration data is data required for performing customer service quality inspection processing in a running environment; wherein the same quality inspection configuration data is bound to different storage interface paths in different running environments; the running environment is used to run a customer service quality inspection system that performs customer service quality inspection processing, and different running environments are used to provide different enterprises; the quality inspection configuration data comprises score item configuration data and quality inspection rule configuration data; the quality inspection rule configuration data is used to specify rule content of a plurality of quality inspection rules for performing quality inspection on customer service conversations; the score item configuration data is used to specify that a target quality inspection rule is used to score customer service conversations; the target quality inspection rule is a quality inspection rule specified from the plurality of quality inspection rules; the quality inspection rule configuration data comprises rule content of each quality inspection rule and rule identification information of each quality inspection rule; for each quality inspection configuration data, creating a storage request carrying the quality inspection configuration data and the bound storage interface path; sending the storage request to a target service, so that the target service performs structured storage on the quality inspection configuration data according to the storage interface path in the storage request; wherein the quality inspection configuration data after structured storage is used to provide data support when performing customer service quality inspection processing in a running environment; after the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted, obtaining a second customer service quality inspection configuration file; the second customer service quality inspection configuration file comprises target score item configuration data; the target score item configuration data comprises rule identification information representing the target quality inspection rule; wherein the quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file; performing the same structured storage processing steps as the first customer service quality inspection configuration file on the second customer service quality inspection configuration file to implement structured storage on the target score item configuration data; the target score item configuration data after structured storage is used to instruct to use the target quality inspection rule represented by the rule identification information to score customer service conversations.

2. The method of claim 1, wherein, The method comprises: for each quality inspection configuration data, creating a storage request carrying the quality inspection configuration data and the bound storage interface path; the sending the storage request to a target service, so that the target service performs structured storage on the quality inspection configuration data according to the storage interface path in the storage request; wherein the quality inspection configuration data after structured storage is used to provide data support when performing customer service quality inspection processing in a running environment; after the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted, obtaining a second customer service quality inspection configuration file; the second customer service quality inspection configuration file comprises target score item configuration data; the target score item configuration data comprises rule identification information representing the target quality inspection rule; wherein the quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file; performing the same structured storage processing steps as the first customer service quality inspection configuration file on the second customer service quality inspection configuration file to implement structured storage on the target score item configuration data; the target score item configuration data after structured storage is used to instruct to use the target quality inspection rule represented by the rule identification information to score customer service conversations. The method comprises: for each quality inspection configuration data, creating a storage request carrying the quality inspection configuration data and the bound storage interface path; the sending the storage request to a target service, so that the target service performs structured storage on the quality inspection configuration data according to the storage interface path in the storage request; wherein the quality inspection configuration data after structured storage is used to provide data support when performing customer service quality inspection processing in a running environment; after the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted, obtaining a second customer service quality inspection configuration file; the second customer service quality inspection configuration file comprises target score item configuration data; the target score item configuration data comprises rule identification information representing the target quality inspection rule; wherein the quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file; performing the same structured storage processing steps as the first customer service quality inspection configuration file on the second customer service quality inspection configuration file to implement structured storage on the target score item configuration data; the target score item configuration data after structured storage is used to instruct to use the target quality inspection rule represented by the rule identification information to score customer service conversations. The method comprises: for each quality inspection configuration data, creating a storage request carrying the quality inspection configuration data and the bound storage interface path; the sending the storage request to a target service, so that the target service performs structured storage on the quality inspection configuration data according to the storage interface path in the storage request; wherein the quality inspection configuration data after structured storage is used to provide data support when performing customer service quality inspection processing in a running environment; after the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted, obtaining a second customer service quality inspection configuration file; the second customer service quality inspection configuration file comprises target score item configuration data; the target score item configuration data comprises rule identification information representing the target quality inspection rule; wherein the quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file; performing the same structured storage processing steps as the first customer service quality inspection configuration file on the second customer service quality inspection configuration file to implement structured storage on the target score item configuration data; the target score item configuration data after structured storage is used to instruct to use the target quality inspection rule represented by the rule identification information to score customer service conversations.

3. The method of claim 1, wherein, The quality inspection configuration data is field content of a data field item in the customer service quality inspection configuration file; and the storage interface path is field content of a path field item in the customer service quality inspection configuration file. The creating, for each of the quality inspection configuration data, of a storage request carrying the quality inspection configuration data and a binding storage interface path includes: For each data field item, determining corresponding field content to obtain the quality inspection configuration data; For the path field item corresponding to the data field item, determining corresponding field content to obtain the storage interface path; For each of the quality inspection configuration data, creating a storage request carrying the quality inspection configuration data and a binding storage interface path.

4. The method according to any one of claims 1 to 3, characterized in that, The running environment is a first running environment; and the obtaining of the customer service quality inspection configuration file includes: exporting an initial customer service quality inspection configuration file in a second running environment; the initial customer service quality inspection configuration file is generated based on structured quality inspection configuration data used when performing customer service quality inspection processing in the second running environment; obtaining the customer service quality inspection configuration file in response to a custom modification operation on the initial customer service configuration file.

5. A customer care quality inspection processing apparatus characterized by comprising: The apparatus includes: an obtaining module configured to obtain a first customer service quality inspection configuration file; the first customer service quality inspection configuration file includes quality inspection configuration data required to be used when performing customer service quality inspection processing in each of a plurality of running environments and a storage interface path binding to each quality inspection configuration data; the quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment; wherein the storage interface path binding to a same quality inspection configuration data is different in different running environments; the running environment is used to run a customer service quality inspection system performing customer service quality inspection processing, and different running environments are used to provide different enterprises; the quality inspection configuration data includes score item configuration data and quality inspection rule configuration data; the quality inspection rule configuration data is used to specify rule content of a plurality of quality inspection rules for performing quality inspection on a customer service conversation; the score item configuration data is used to specify a target quality inspection rule for performing scoring on a customer service conversation; the target quality inspection rule is a quality inspection rule specified from the plurality of quality inspection rules; the quality inspection rule configuration data includes rule content of each quality inspection rule and rule identification information for each quality inspection rule; and an obtaining module configured to obtain a first customer service quality inspection configuration file; the first customer service quality inspection configuration file includes quality inspection configuration data required to be used when performing customer service quality inspection processing in each of a plurality of running environments and a storage interface path binding to each quality inspection configuration data; the quality inspection configuration data is data required to be used when performing customer service quality inspection processing in a running environment; wherein the storage interface path binding to a same quality inspection configuration data is different in different running environments; the running environment is used to run a customer service quality inspection system performing customer service quality inspection processing, and different running environments are used to provide different enterprises; the quality inspection configuration data includes score item configuration data and quality inspection rule configuration data; the quality inspection rule configuration data is used to specify rule content of a plurality of quality inspection rules for performing quality inspection on a customer service conversation; the score item configuration data is used to specify a target quality inspection rule for performing scoring on a customer service conversation; the target quality inspection rule is a quality inspection rule specified from the plurality of quality inspection rules; the quality inspection rule configuration data includes rule content of each quality inspection rule and rule identification information for each quality inspection rule; and The sending module is configured to: for each of the quality inspection configuration data, create a storage request carrying the quality inspection configuration data and a binding storage interface path; and send the storage request to a target service, so that the target service stores the quality inspection configuration data in a structured manner according to the storage interface path in the storage request; wherein the quality inspection configuration data after the structured storage is configured to provide data support when performing customer service quality inspection processing in a running environment; after the quality inspection configuration data in the first customer service quality inspection configuration file is transmitted, a second customer service quality inspection configuration file is obtained; the second customer service quality inspection configuration file includes target scoring item configuration data; the target scoring item configuration data includes rule identification information representing the target quality inspection rule; wherein the quality inspection content of the target quality inspection rule is described in the first customer service quality inspection configuration file; the same structured storage processing steps as the first customer service quality inspection configuration file are performed on the second customer service quality inspection configuration file, so as to implement the structured storage of the target scoring item configuration data; and the target scoring item configuration data after the structured storage is configured to instruct the target quality inspection rule represented by the rule identification information to score the customer service conversation.

6. The apparatus of claim 5, wherein, The sending module is further configured to: for each of the quality inspection configuration data, create a hypertext transfer protocol request carrying the quality inspection configuration data; and transmit the quality inspection configuration data to a target service through the hypertext transfer protocol request, so that the target service stores the quality inspection configuration data in a structured manner according to the storage interface path in the hypertext transfer protocol request.

7. The apparatus of claim 5, wherein, The quality inspection configuration data is field content of a data field item in the customer service quality inspection configuration file; the storage interface path is field content of a path field item in the customer service quality inspection configuration file; and the sending module is further configured to: for each data field item, determine corresponding field content to obtain the quality inspection configuration data; for the path field item corresponding to the data field item, determine corresponding field content to obtain the storage interface path; and for each of the quality inspection configuration data, create a storage request carrying the quality inspection configuration data and a binding storage interface path.

8. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that, The processor executes the computer program to implement the steps of the method in any one of claims 1 to 4.

9. A computer readable storage medium having stored thereon a computer program, characterized in that, The computer program is executed by the processor to implement the steps of the method in any one of claims 1 to 4.

10. A computer program product comprising a computer program, characterized in that, The computer program is executed by the processor to implement the steps of the method in any one of claims 1 to 4.

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