话术一致性检验方法、装置、电子设备及存储介质
By obtaining the script flow tree corresponding to the customer service code, the transcribed text is checked for script consistency, which solves the problem of inaccurate script consistency check results in the existing technology, realizes more efficient matching and evaluation of customer service dialogue content and reported scripts, and reduces user risk.
Patent Information
- Authority / Receiving Office
- CN · China
- Patent Type
- Patents(China)
- Current Assignee / Owner
- CHINA MOBILE COMM LTD RES INST
- Filing Date
- 2022-10-21
- Publication Date
- 2026-07-17
AI Technical Summary
Existing technologies suffer from inconsistency issues with dialogue. The accuracy of dialogue consistency checks is poor, and the consistency between customer service dialogue content and reported dialogue cannot be effectively determined, leading to risks of fraud and harassment for users.
By identifying the customer service number and transcribed text corresponding to the customer service call record, a dialogue flow tree is obtained. Based on the dialogue flow tree, the transcribed text is subjected to a dialogue consistency check, including dialogue domain and content consistency checks. Using methods such as semantic similarity and keyword matching, the matching degree between the content of each round of dialogue and the event node is accurately located, and a quality inspection score is generated to evaluate consistency.
It improves the accuracy and robustness of the consistency check of the script, avoids checking irrelevant script content, reduces user risk, and ensures the consistency between the customer service dialogue content and the reported script.
Smart Images
Figure CN116975188B_ABST