Evaluation terminal control method, system, computer device and readable storage medium

Abstract

The present invention relates to a control method, system, computer equipment and readable storage medium of an evaluation terminal, wherein the control method of the evaluation terminal comprises: obtaining a first audio and video image collected by a first camera device; identifying the behavior information of a customer according to the first audio and video image; obtaining a second audio and video image taken by a second camera device on a business evaluation terminal; obtaining customer evaluation information, and if the customer evaluation information meets a preset evaluation standard, generating business evaluation information according to the customer evaluation information; if the customer evaluation information does not meet the preset evaluation standard, identifying the behavior information of a business person according to the second audio and video image, obtaining background evaluation information, obtaining the goodwill value of the customer according to the customer's behavior information, generating business evaluation information according to the goodwill value, customer evaluation information and background evaluation information; and saving the business evaluation information in the business evaluation terminal. The business evaluation terminal has the advantages of generating objective and accurate business evaluations and reducing the influence of customer evaluations on business evaluations.

Description

Technical Field

[0001] The present invention relates to the field of service evaluation, and in particular to a control method, system, computer equipment and readable storage medium of an evaluation terminal. Background Art

[0002] The existing evaluation device is mainly a tablet computer placed at each business personnel's position, which displays the information of the business personnel and the evaluation interface, prompting the user to evaluate the service of the business personnel. This evaluation is usually for the individual business personnel, and is usually also used as a criterion for the unit to evaluate the performance of business personnel.

[0003] During the service evaluation process, there is a possibility that some users will make malicious comments. For example, the service staff has a good attitude but the customer makes unreasonable demands or randomly gives good or bad comments, which makes the evaluation subjective and affects the objective evaluation of the service staff's actual service situation. Summary of the invention

[0004] Based on this, the purpose of the present invention is to provide a control method, system, computer device and readable storage medium of an evaluation terminal, which has the advantages of generating objective and accurate business evaluation, reducing the influence of customer evaluation on business evaluation, and making the business evaluation more consistent with the actual service situation of business personnel.

[0005] A control method for an evaluation terminal comprises the following steps:

[0006] Acquire a first audio and video image of a reception area captured by a first camera device on the service evaluation terminal, and determine the customer flow of the reception area according to the first audio and video image;

[0007] Identifying the customer's behavior information based on the first audio and video image;

[0008] Generate reception processing instructions for business personnel according to the customer flow and the customer behavior information, play the reception processing instructions through the information playback device on the business evaluation terminal, and obtain a second audio and video image of the business execution process captured by the second camera device on the business evaluation terminal;

[0009] Acquiring customer evaluation information received by the service evaluation terminal, and if the customer evaluation information meets a preset evaluation standard, generating service evaluation information according to the customer evaluation information;

[0010] If the customer evaluation information does not meet the preset evaluation criteria, the behavior information of the business personnel is identified according to the second audio and video image, the background evaluation information is obtained, and the customer's goodwill value is obtained according to the customer's behavior information and the preset goodwill value judgment rule, wherein the behavior information includes customer action information, customer expression information and / or customer voice information;

[0011] The step of obtaining the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule includes: obtaining the customer action score according to the customer action information, obtaining the customer emotion score according to the customer expression information, and obtaining the customer voice score according to the customer voice information; and weighting the customer action score, the customer emotion score and / or the customer voice score according to the preset weight to obtain the customer goodwill value;

[0012] The business evaluation information is generated according to the goodwill value, the customer evaluation information and the background evaluation information, specifically:

[0013] If the goodwill value is higher than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation value*D1+background evaluation value*D2=business evaluation value; if the goodwill value is lower than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation information*D2+background evaluation value*D1=business evaluation value; wherein, the customer evaluation value is the evaluation value corresponding to the evaluation index in the customer evaluation information, the background evaluation value is the evaluation value corresponding to the evaluation index in the background evaluation information, the business evaluation value is the evaluation value corresponding to the evaluation index in the business evaluation information, and D1 and D2 are the weights corresponding to the customer evaluation value and the background evaluation value respectively determined according to the goodwill value, and D1>D2;

[0014] The service evaluation information is stored in the service evaluation terminal.

[0015] A control system for an evaluation terminal, comprising:

[0016] An image acquisition module, used to acquire a first audio and video image of a reception area captured by a first camera device on the service evaluation terminal, and determine the customer flow of the reception area according to the first audio and video image;

[0017] A behavior information acquisition module, used to identify the customer's behavior information based on the first audio and video image;

[0018] A contact processing instruction acquisition module is used to generate a reception processing instruction of the business personnel according to the customer flow and the customer behavior information, play the reception processing instruction through the information playback device on the business evaluation terminal, and obtain a second audio and video image of the business execution process captured by the second camera device on the business evaluation terminal;

[0019] An evaluation information acquisition module is used to acquire the customer evaluation information received by the business evaluation terminal, and if the customer evaluation information meets the preset evaluation criteria, generate business evaluation information according to the customer evaluation information; if the customer evaluation information does not meet the preset evaluation criteria, identify the behavior information of the business personnel according to the second audio and video image, acquire the background evaluation information, and acquire the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule, wherein the behavior information includes customer action information, customer expression information and / or customer voice information;

[0020] The step of obtaining the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule includes: obtaining the customer action score according to the customer action information, obtaining the customer emotion score according to the customer expression information, and obtaining the customer voice score according to the customer voice information; and weighting the customer action score, the customer emotion score and / or the customer voice score according to the preset weight to obtain the customer goodwill value;

[0021] The business evaluation information is generated according to the goodwill value, the customer evaluation information and the background evaluation information, specifically:

[0022] If the goodwill value is higher than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation value*D1+background evaluation value*D2=business evaluation value; if the goodwill value is lower than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation information*D2+background evaluation value*D1=business evaluation value; wherein, the customer evaluation value is the evaluation value corresponding to the evaluation index in the customer evaluation information, the background evaluation value is the evaluation value corresponding to the evaluation index in the background evaluation information, the business evaluation value is the evaluation value corresponding to the evaluation index in the business evaluation information, and D1 and D2 are the weights corresponding to the customer evaluation value and the background evaluation value respectively determined according to the goodwill value, and D1>D2;

[0023] The information saving module is used to save the service evaluation information in the service evaluation terminal.

[0024] A computer device comprises: a processor, a memory, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the control method of the evaluation terminal as described above when executing the computer program.

[0025] A computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the steps of the control method of the evaluation terminal are implemented.

[0026] The control method of the evaluation terminal described in the present application is to acquire a first audio and video image of a reception area through a first camera device on the business evaluation terminal, determine the customer flow of the reception area based on the first audio and video image, identify the first audio and video image to obtain customer behavior information, and generate a reception processing instruction for the business personnel based on the customer flow and the customer behavior information, play the reception processing instruction on the information playback device of the business evaluation terminal, and acquire a second audio and video image of the business personnel executing the reception processing instruction through the second video acquisition device; when the customer evaluation information received by the business evaluation terminal meets the preset evaluation criteria, generate the business evaluation information based on the customer evaluation information; if the customer evaluation information does not meet the preset evaluation criteria, identify the behavior information of the business personnel based on the second audio and video image, obtain background evaluation information, and obtain the customer's goodwill value based on the customer's behavior information, generate a business evaluation based on the goodwill value, the customer evaluation information and the background evaluation information, and finally save the business evaluation information to the business evaluation terminal.

[0027] The control method of the evaluation terminal described in the present application combines the customer's goodwill value, customer evaluation information and background evaluation information to obtain business evaluation information, generate more objective business evaluation information, reduce the impact of customer evaluation on the business evaluation of business personnel, and ensure that the business evaluation information can accurately and objectively reflect the business handling situation of the business personnel.

[0028] For better understanding and implementation, the present invention is described in detail below with reference to the accompanying drawings. BRIEF DESCRIPTION OF THE DRAWINGS

[0029] Figure 1 This is a flowchart of the steps of the control method of the evaluation terminal described in the embodiment of the present application;

[0030] Figure 2 A flowchart of the steps for obtaining customer behavior information in one embodiment of the present application;

[0031] Figure 3 A flowchart of the steps of generating business evaluation information according to the customer evaluation information in one embodiment of the present application;

[0032] Figure 4 A flowchart of the steps of obtaining a customer's goodwill value according to the customer's behavior information and a preset goodwill value judgment rule in one embodiment of the present application;

[0033] Figure 5 A flowchart of the steps for obtaining a customer action score in one embodiment of the present application;

[0034] Figure 6 A flowchart of the steps for obtaining a customer voice score in one embodiment of the present application;

[0035] Figure 7 This is a flowchart of the steps for obtaining background evaluation information in one embodiment of the present application;

[0036] Figure 8 A flowchart of the steps of generating the business evaluation information according to the goodwill value, the customer evaluation information and the background evaluation information in one embodiment of the present application;

[0037] Fig. 9 This is a schematic diagram of the structure of a control system of an evaluation terminal in one embodiment of the present application;

[0038] Fig.10 Schematic diagram of a computer device for evaluating a control method of a terminal in an embodiment of the present application. DETAILED DESCRIPTION

[0039] Exemplary embodiments will be described in detail herein, examples of which are shown in the accompanying drawings. When the following description refers to the drawings, the same numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the following exemplary embodiments do not represent all implementations consistent with the present application. Instead, they are merely examples of devices and methods consistent with some aspects of the present application as detailed in the appended claims.

[0040] The terms used in this application are for the purpose of describing specific embodiments only and are not intended to limit this application. The singular forms of "a", "said" and "the" used in this application and the appended claims are also intended to include plural forms unless the context clearly indicates other meanings. It should also be understood that the term "and / or" used herein refers to and includes any or all possible combinations of one or more associated listed items.

[0041] It should be understood that, although the terms first, second, third, etc. may be used in the present application to describe various information, these information should not be limited to these terms. These terms are only used to distinguish the same type of information from each other. For example, without departing from the scope of the present application, the first information may also be referred to as the second information, and similarly, the second information may also be referred to as the first information. Depending on the context, the words "if" / "if" as used herein may be interpreted as "at the time of" or "when" or "in response to determination".

[0042] See also Figure 1 , Figure 1 This is a flowchart of the steps of the control method of the evaluation terminal described in an embodiment of the present application.

[0043] A control method for an evaluation terminal comprises the following steps:

[0044] S101, obtaining a first audio and video image of a reception area captured by a first camera device on a service evaluation terminal, and determining a customer flow of the reception area according to the first audio and video image;

[0045] S102, identifying the customer's behavior information based on the first audio and video image;

[0046] S103, generating a reception processing instruction of the business personnel according to the customer flow and the customer behavior information, playing the reception processing instruction through the information playing device on the business evaluation terminal, and obtaining a second audio and video image of the business execution process captured by the second camera device on the business evaluation terminal;

[0047] S104, acquiring customer evaluation information received by the service evaluation terminal, and generating service evaluation information according to the customer evaluation information if the customer evaluation information meets a preset evaluation standard;

[0048] S105, if the customer evaluation information does not meet the preset evaluation criteria, identifying the behavior information of the business personnel according to the second audio and video image, obtaining background evaluation information, obtaining the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule, and generating the business evaluation information according to the goodwill value, the customer evaluation information and the background evaluation information;

[0049] S106: Save the service evaluation information in the service evaluation terminal.

[0050] The control method of the evaluation terminal described in the present application is to acquire a first audio and video image of a reception area through a first camera device on the business evaluation terminal, determine the customer flow of the reception area based on the first audio and video image, identify the first audio and video image to obtain customer behavior information, and generate a reception processing instruction for the business personnel based on the customer flow and the customer behavior information, play the reception processing instruction on the information playback device of the business evaluation terminal, and acquire a second audio and video image of the business personnel executing the reception processing instruction through the second video acquisition device; when the customer evaluation information received by the business evaluation terminal meets the preset evaluation criteria, generate the business evaluation information based on the customer evaluation information; if the customer evaluation information does not meet the preset evaluation criteria, identify the behavior information of the business personnel based on the second audio and video image, obtain background evaluation information, and obtain the customer's goodwill value based on the customer's behavior information, generate a business evaluation based on the goodwill value, the customer evaluation information and the background evaluation information, and finally save the business evaluation information to the business evaluation terminal.

[0051] The control method of the evaluation terminal described in the present application combines the customer's goodwill value, customer evaluation information and background evaluation information to obtain business evaluation information, generate more objective business evaluation information, reduce the impact of customer evaluation on the business evaluation of business personnel, and ensure that the business evaluation information can accurately and objectively reflect the business handling situation of the business personnel.

[0052] In step S101, a first audio and video image of a reception area captured by a first camera device on the service evaluation terminal is obtained, and a customer flow of the reception area is determined according to the first audio and video image;

[0053] The service evaluation terminal is a terminal used by customers to evaluate services. The service evaluation terminal includes a microprocessor, input and output devices, and a display device. In one embodiment, the service evaluation terminal is configured as an intelligent computer.

[0054] The first camera device is a device for collecting audio and video images. In one embodiment, the first camera device includes an audio collection device and a video collection device. In other embodiments, the first camera device may also be a camera device provided with an audio collector.

[0055] The reception area is an area where customers handle business. The first audio and video image is an image captured by the first camera device. The first audio and video image includes audio information and video information of the customer.

[0056] The customer flow is the number of customers in the reception area. In this embodiment, the customer flow of the reception area is obtained by identifying the first audio and video image, which is used to generate reception processing instructions for business personnel and reduce the impact of too many customers on the evaluation of business personnel.

[0057] In this embodiment, the first audio and video image of the reception area is obtained by the first camera device to determine whether the customer makes a malicious comment, thereby improving the accuracy of identifying malicious comments and reducing the impact of malicious comments on the performance of business personnel.

[0058] In step S102, the customer's behavior information is identified according to the first audio and video image;

[0059] The customer behavior information is the customer behavior information obtained during the business process based on the customer audio and video images, and the customer behavior information includes customer action information, customer expression information and / or customer voice information.

[0060] See also Figure 2 , Figure 2 This is a flowchart of the steps of obtaining the behavior information of a customer in one embodiment of the present application. In one embodiment, the step of identifying the behavior information of a customer based on the first audio and video image includes:

[0061] S201, inputting the first audio and video image into a motion recognition model to obtain customer motion information; and / or, inputting the first audio and video image into a facial expression recognition model to obtain customer expression information; and / or, performing voice recognition on the first audio and video image to obtain customer voice information;

[0062] S202: Use the customer action information, customer expression information and / or customer voice information as the customer behavior information.

[0063] Regarding steps S201 to S202, the action recognition model is a model trained in advance for recognizing action information of people in a video.

[0064] The facial expression recognition model is a model trained in advance for recognizing facial expressions in videos. In one embodiment, the facial expression recognition model uses a deep neural network to recognize changes in four key positions: eyebrows, pupils, center of eyebrows, and corners of mouth to obtain customer expression information, wherein the customer expression information includes several customer expressions, and the customer expressions include normal, angry, contemptuous, disgusted, fearful, happy or sad.

[0065] The speech recognition is to recognize the audio in the first audio and video image. In one embodiment, the speech recognition includes speech-to-text, volume recognition and / or tone recognition. In this embodiment, the customer voice information is obtained through the speech recognition.

[0066] In this embodiment, the first audio and video images are respectively input into a motion recognition model and a facial expression recognition model, and voice recognition is performed on the audio and video images, and finally customer action information, customer expression information and customer voice information are obtained, and the customer action information, customer expression information and / or customer voice information are used as the customer behavior information. Finally, the customer behavior information is used to judge the customer's goodwill value, improve the accuracy of the judgment, and achieve accurate identification of malicious comments.

[0067] S103, generating a reception processing instruction of the business personnel according to the customer flow and the customer behavior information, playing the reception processing instruction through the information playing device on the business evaluation terminal, and obtaining a second audio and video image of the business execution process captured by the second camera device on the business evaluation terminal;

[0068] The business personnel are employees who handle business, the reception and processing instructions are the business that the customer needs the business personnel to handle, and the business personnel handle the business after receiving the reception and processing instructions.

[0069] The information playing device is a device for playing information. In one embodiment, the information playing device includes an audio player, and the reception processing instruction is played by the audio player. In other embodiments, the information playing device also includes a display device, and the reception processing instruction is displayed by the display device.

[0070] The second camera device is a device for collecting images of business personnel when handling business. In one embodiment, the second camera device includes an audio collection device and a video collection device. In other embodiments, the second camera device can also be a camera device equipped with an audio collector.

[0071] In one embodiment, generating reception processing instructions for business personnel based on the customer traffic and the customer behavior information includes:

[0072] Acquiring customer voice information based on the customer's behavior information;

[0073] By performing voice recognition on the customer's voice information, the customer's business operations are obtained, and the reception processing instructions are generated according to the business operations combined with the customer flow.

[0074] In this embodiment, by performing voice recognition on the customer's voice information, keywords related to business handling are obtained, and the customer's handling business is generated based on the keywords, wherein the keywords include business name, business type, etc. For example, by performing voice recognition on the customer's voice information, the keyword "handling xx business" is obtained, and the customer's handling business is "xx business". Finally, a reception processing instruction is generated based on the customer's handling business combined with the customer traffic. For example, when the customer traffic is large, the reception processing instruction can be generated to prompt the business personnel to speed up the business handling speed and reduce the occurrence of bad reviews due to customers waiting too long; when the customer traffic is small, the reception processing instruction is generated to prompt the business personnel to appropriately reduce the business handling speed and reduce the probability of errors in the business handling process.

[0075] S104, acquiring customer evaluation information received by the service evaluation terminal, and generating service evaluation information according to the customer evaluation information if the customer evaluation information meets a preset evaluation standard;

[0076] The customer evaluation information is the evaluation made by the customer on the process of the business personnel in handling business. The customer evaluation information includes the customer's evaluation and / or comments on the service attitude, business handling efficiency and / or business handling quality of the business personnel.

[0077] The preset evaluation standard is a standard for judging the customer evaluation information. If the customer evaluation information meets the preset evaluation standard, the business evaluation information is generated according to the customer evaluation information. In one embodiment, the preset evaluation standard includes whether the customer evaluation information includes comments or text evaluations. If the customer evaluation information includes comments or text evaluations, the customer evaluation information meets the preset evaluation standard. If the customer evaluation information does not include comments or text evaluations, the customer evaluation information does not meet the preset evaluation standard. In other embodiments, the preset evaluation standard also includes judging whether the customer evaluation information is a good review. If the customer evaluation information is a good review, the customer evaluation information meets the preset evaluation standard. Otherwise, the customer evaluation information does not meet the preset evaluation standard.

[0078] See also Figure 3 , Figure 3 This is a flowchart of the steps of generating business evaluation information according to the customer evaluation information in one embodiment of the present application. In one embodiment, the steps of generating business evaluation information according to the customer evaluation information include:

[0079] S301, obtaining the customer's goodwill value according to the customer's behavior information and a preset goodwill value judgment rule;

[0080] S302, if the customer's goodwill value exceeds a preset goodwill value threshold, using the customer evaluation information as the business evaluation information;

[0081] S303: If the customer's goodwill value does not exceed the preset goodwill value threshold, mark the customer evaluation information and save the first audio and video image.

[0082] In step S301, the customer's goodwill value is obtained according to the customer's behavior information and the preset goodwill value judgment rule;

[0083] The goodwill value judgment rule is a rule set in advance for judging the goodwill value of a customer. The goodwill value is a value used to judge whether the customer evaluation information is goodwill or malicious. In this embodiment, the goodwill value is obtained based on the customer's behavior information combined with the goodwill value judgment rule.

[0084] See also Figure 4 , Figure 4 This is a flowchart of the steps of obtaining the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule in one embodiment of the present application. In one embodiment, the step of obtaining the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule includes:

[0085] S401, obtaining a customer action score according to the customer action information, obtaining a customer emotion score according to the customer expression information, and obtaining a customer voice score according to the customer voice information;

[0086] S402, weighted calculation is performed on the customer action score, the customer emotion score and / or the customer voice score according to preset weights to obtain the customer goodwill value.

[0087] For step S401, a customer action score is obtained according to the customer action information, a customer emotion score is obtained according to the customer expression information, and a customer voice score is obtained according to the customer voice information;

[0088] See also Figure 5 , Figure 5 This is a flowchart of the steps of obtaining a customer action score in one embodiment of the present application. In one embodiment, obtaining a customer action score according to the customer action information includes the following steps:

[0089] S501, obtaining the customer's action amplitude according to the customer's action information;

[0090] S502, matching the customer action information with a preset action type database to obtain the customer action type;

[0091] S503: Generate a customer action score according to the customer action type and the customer action amplitude.

[0092] Regarding steps S501 to S503, the customer movement amplitude is the movement amplitude of the body or limbs caused by the customer's movement. In this embodiment, the customer movement amplitude is obtained by analyzing the customer movement information.

[0093] The preset action type database is a pre-set action type. In one embodiment, the preset action type database includes indecent actions, specific actions, excessive actions and / or radical behaviors. In other embodiments, the preset action type database also includes safe actions, civilized actions, etc.

[0094] The customer action score is a score used to judge the customer action information. In this embodiment, the customer action score is calculated based on the customer action type and the customer action amplitude. In one embodiment, the customer action score is calculated based on the customer action type and the customer action amplitude, including obtaining a first score based on the customer action amplitude, wherein the first score is inversely proportional to the customer action amplitude, that is, the larger the customer action amplitude, the smaller the first score; obtaining a corresponding second score based on the customer action type, wherein the second score corresponds to the customer action type one by one, and each customer action type has a preset second score corresponding thereto, and the average of the first score and the second score is used as the customer action score. In other embodiments, the first score and the second score can also be weighted to obtain the customer action score. For example, the weight of the first score is set to 0.25, and the weight of the second score is set to 0.75, and the customer action score is obtained by weighted calculation.

[0095] In this embodiment, the customer's action amplitude is obtained according to the customer's action information, the customer's action type is obtained by matching the customer's action information with a preset action type database, and a customer's action score is generated according to the customer's action amplitude and the customer's action type.

[0096] In other embodiments, the customer action score is obtained according to the customer action information, and can also be calculated by using one of the customer action type and the customer action amplitude. In one embodiment, the customer action information is matched with a preset action type database to obtain the customer action type, and the second score corresponding to the customer action type is used as the customer action score. Those skilled in the art can flexibly select according to the actual application scenario.

[0097] The customer expression information includes several customer expressions, and the customer expressions include normal, angry, contemptuous, disgusted, fearful, happy or sad. In one embodiment, obtaining the customer emotion score according to the customer expression information includes the following steps:

[0098] Obtaining the frequency of occurrence of each customer expression in the customer expression information in the audio and video image, and obtaining a weight corresponding to each customer expression according to the frequency;

[0099] Calculate the customer sentiment score based on the preset customer expression score and the weight corresponding to the customer expression.

[0100] In this embodiment, the frequency of each customer expression in the customer expression information in the audio and video images is obtained, that is, by calculating the duration of each customer expression, the duration of each customer expression is used as the frequency of the customer expression.

[0101] In one embodiment, the weight corresponding to each customer expression=frequency of occurrence of the customer expression / sum of frequencies of occurrence of the customer expressions.

[0102] The preset customer expression score, i.e., the score set for the customer expression, in one embodiment, is set to 20 for normal, 5 for angry, 10 for contempt, 0 for disgust, 10 for fear, 40 for happiness, and 15 for sadness. In other embodiments, the preset customer expression score can be set according to actual application scenarios.

[0103] In this embodiment, the customer's expression in the customer expression information is weighted and calculated to obtain the customer emotion score.

[0104] In other embodiments, the customer emotion score is obtained according to the customer emotion information, or a preset customer emotion score corresponding to the customer emotion that appears most frequently in the customer emotion information is used as the customer emotion score. Those skilled in the art can flexibly select according to the actual application scenario.

[0105] See also Figure 6 , Figure 6 This is a flowchart of the steps of obtaining a customer voice score in one embodiment of the present application. In one embodiment, obtaining a customer voice score based on the customer voice information includes the following steps:

[0106] S601, obtaining a customer volume and / or a customer tone according to the customer voice information;

[0107] S602, converting the customer's voice information into text, and obtaining emotional keywords through text recognition;

[0108] S603: Generate the customer voice score according to the emotional keyword, the customer volume and / or the customer tone.

[0109] The customer volume is the volume of the customer's voice when communicating with the business personnel, and the customer pitch is the pitch of the customer's voice when communicating with the business personnel. The emotional keywords are keywords that the customer voice information uses to represent the customer's emotions. In one embodiment, the emotional keywords include positive emotional keywords and negative emotional keywords, wherein the positive emotional keywords include thank you, thanks, please, trouble and / or hard work; the negative emotional keywords include dirty words and / or sensitive words.

[0110] In this embodiment, the customer voice information is converted into text by voice-to-text conversion, and the emotional keywords are obtained by text recognition. The customer voice score is obtained by setting corresponding scores for the emotional keywords, customer volume, and customer tone, and by calculating the average of the emotional keywords, customer volume, and / or customer tone.

[0111] For step S402, generating the customer goodwill value according to the customer action score, the customer emotion score, and the customer voice score includes the following steps:

[0112] The customer action score, customer emotion score and customer voice score are weighted and calculated according to preset weights to obtain the customer goodwill value.

[0113] The preset weights are weights set in advance for weighted calculation. In one embodiment, the preset weights are set to 0.25 for the customer action score and the customer emotion score, respectively, and 0.5 for the customer voice score.

[0114] In this embodiment, the customer action score, customer emotion score and customer voice score are weighted and calculated according to preset weights to obtain the customer goodwill value, that is, the customer goodwill value = customer action score * corresponding weight + customer emotion score * corresponding weight + customer voice score * corresponding weight. For example, the preset weights are set to 0.25 for the customer action score and the customer emotion score respectively, and the customer voice score is 0.5, then the customer goodwill value = customer action score * 0.25 + customer emotion score * 0.25 + customer voice score * 0.5.

[0115] In this embodiment, weighted calculation is adopted to improve the accuracy of judging the customer's goodwill value, which is conducive to accurately identifying malicious reviews submitted by customers.

[0116] In other embodiments, the customer goodwill value may also be obtained by calculating the customer action score, the customer emotion score, and the customer voice score, that is, the customer goodwill value=(customer action score+customer emotion score+customer voice score) / 3.

[0117] For steps S302~S303, the preset goodwill value threshold is a threshold set in advance for determining whether the customer evaluation information is in good faith. In one embodiment, if the customer's goodwill value exceeds the preset goodwill value threshold, the customer evaluation information is in good faith; if the customer's goodwill value does not exceed the preset goodwill value threshold, the customer evaluation information is malicious.

[0118] In this embodiment, when the customer's goodwill value exceeds the preset goodwill value threshold, the customer evaluation information is directly used as the business evaluation information; if the customer's goodwill value does not exceed the preset goodwill value threshold, the customer is judged to be a malicious evaluation, the customer evaluation information is marked and the first audio and video image is saved.

[0119] In one embodiment, when the customer's goodwill value does not exceed the preset goodwill value threshold, the following steps are also included:

[0120] Determine whether the customer evaluation information is a favorable review. If the customer evaluation information is a favorable review, use the customer evaluation information as the business evaluation information. If the customer evaluation information is a unfavorable review, determine that the customer evaluation information is a malicious review, mark the customer evaluation information, and save the first audio and video image.

[0121] In this embodiment, by judging the customer's goodwill value, malicious evaluations of customers can be accurately identified, the impact of malicious evaluations of customers on business personnel can be reduced, and the objectivity of business evaluation information can be improved.

[0122] In other embodiments, generating the business evaluation information according to the customer evaluation information further includes using the customer evaluation information directly as the business evaluation information.

[0123] S105, if the customer evaluation information does not meet the preset evaluation criteria, identifying the behavior information of the business personnel according to the second audio and video image, obtaining background evaluation information, obtaining the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule, and generating the business evaluation information according to the goodwill value, the customer evaluation information and the background evaluation information;

[0124] The behavior information of the business personnel includes action information of the business personnel, expression information of the business personnel and / or voice information of the business personnel. The background evaluation information is the evaluation generated by the business evaluation terminal according to the behavior information of the business personnel.

[0125] See also Figure 7 , Figure 7 This is a flowchart of the steps of obtaining background evaluation information in one embodiment of the present application. In one embodiment, the steps of obtaining background evaluation information by identifying the behavior information of the business personnel according to the second audio and video image include:

[0126] S701, acquiring business personnel action information, business personnel expression information, and business personnel voice information according to the second audio and video image;

[0127] S702 generates background evaluation information according to the business personnel action information, business personnel expression information and business personnel voice information in combination with preset business personnel service rules.

[0128] In step S701, the business personnel action information, business personnel expression information and business personnel voice information are obtained according to the second audio and video image;

[0129] In this embodiment, step S701 is the same as step S201, and business personnel action information, business personnel expression information and business personnel voice information are obtained by inputting the second audio and video image into the action recognition model and the facial expression recognition model respectively and performing voice recognition on the second audio and video image.

[0130] For step S702, based on the business personnel action information, business personnel expression information and business personnel voice information, combined with preset business personnel service rules, background evaluation information is generated;

[0131] The preset business personnel service rules are service rules set in advance for business personnel to handle business. In one embodiment, the preset business personnel service rules include business personnel action requirements, business personnel expression requirements, and business personnel voice communication requirements.

[0132] In this embodiment, the business personnel action information, business personnel expression information and business personnel voice information are analyzed according to the preset business personnel service rules to obtain the business personnel action score, business personnel expression score and business personnel voice score.

[0133] The background evaluation information is calculated based on the business personnel action score, the business personnel expression score and the business personnel voice score. In one embodiment, the background evaluation information is obtained by calculating the average of the business personnel action score, the business personnel expression score and the business personnel voice score. In other embodiments, a weighted calculation method can also be used to assign different weights to the business personnel action score, the business personnel expression score and the business personnel voice score to calculate the background evaluation information.

[0134] By analyzing the actions, expressions and voices of business personnel, background evaluation information is obtained and used to generate business evaluation information of the business personnel, thereby ensuring the objectivity of the business evaluation information, improving the accuracy of the business evaluation information, and reducing the impact of personal subjectivity of customer evaluation information on the objectivity of the business evaluation information.

[0135] In another embodiment, the step of identifying the behavior information of the business personnel according to the second audio and video image and obtaining the background evaluation information includes:

[0136] According to the second audio and video image, obtaining the action information, expression information and voice information of the business personnel during the business handling process;

[0137] According to the reception processing instruction, combined with the business personnel action information, business personnel expression information and business personnel voice information, business processing data is obtained, and background evaluation information is generated according to the business processing data.

[0138] Among them, the business processing data is data information obtained based on the business processing process of the business personnel in combination with the reception and processing instructions, and the business processing data includes a business processing accuracy score, a business personnel service attitude score and / or a business processing speed score.

[0139] In this embodiment, the second audio and video are respectively input into an image action recognition model and a facial expression recognition model, and voice recognition is performed on the second audio and video images to obtain business personnel action information, business personnel expression information and business personnel voice information during the business handling process.

[0140] In one embodiment, according to the reception processing instruction, combined with the business personnel action information, business personnel expression information and business personnel voice information, business processing data is obtained, including:

[0141] According to the reception processing instruction, the action information of the business personnel and the voice information of the business personnel, it is determined whether the business personnel is executing the reception processing instruction, and a business processing accuracy score is obtained;

[0142] Obtaining a service attitude score of the business personnel according to the expression information of the business personnel;

[0143] According to the action information of the business personnel and / or the voice information of the business personnel, a business processing start time is obtained, and according to the business processing start time, a business processing speed score is obtained;

[0144] The business processing accuracy score, the business personnel service attitude score and the business processing speed score are used as the business processing data.

[0145] In this embodiment, by identifying the business personnel's action information and voice information during the business handling process, for example, determining whether the business personnel's action information is an action that needs to be performed during the execution of the reception and processing instruction, and based on the business personnel's voice information, determining whether the communication process between the business personnel and the customer meets the execution requirements of the reception and processing instruction, thereby determining whether the business personnel is executing the reception and processing instruction and generating a business handling accuracy score.

[0146] By identifying the facial expression information of the business personnel, the service attitude score of the business personnel is obtained. For example, when the facial expression information of the business personnel is smiling, the business personnel has a good attitude and a corresponding service attitude score of the business personnel is generated. When the facial expression of the business personnel is contemptuous or disgusted, the business personnel has a poor attitude and a corresponding service attitude score of the business personnel is generated.

[0147] According to the action information of the business personnel and / or the voice information of the business personnel, the business handling start time is obtained, for example, by identifying the action information of the business personnel, obtaining the business handling start action and the business handling end action, obtaining the time corresponding to the business handling start action and the time corresponding to the business handling end action, as the business handling start time, or by identifying the voice information of the business personnel, obtaining the business handling start voice and the business handling end voice, obtaining the time corresponding to the business handling start voice and the time corresponding to the business handling end voice, as the business handling start time. According to the business handling start time, the duration of handling each business is obtained, and according to the duration of handling each business, the business handling speed is calculated to obtain the business handling speed score.

[0148] The business processing accuracy score, the business personnel service attitude score and the business processing speed score are used as the business processing data.

[0149] Based on the business processing data, background evaluation information is generated. In one embodiment, the background evaluation information is obtained by calculating the average of the business processing accuracy score, the business personnel service attitude score and / or the business processing speed score. In other embodiments, a weighted calculation method can also be used to assign corresponding weights to the business processing accuracy score, the business personnel service attitude score and / or the business processing speed score, and the background evaluation information is obtained by weighted calculation.

[0150] In this embodiment, the business processing data is obtained by combining the reception processing instructions and the business personnel action information, business personnel expression information and business personnel voice information obtained through the second audio and video image, and the background evaluation information is generated based on the business processing data, so that the acquisition of background evaluation information is more objective and can more truly and accurately reflect the business personnel's business handling situation.

[0151] See also Figure 8 , Figure 8 This is a flowchart of the steps of generating the business evaluation information according to the goodwill value, the customer evaluation information and the background evaluation information in one embodiment of the present application. In one embodiment, the steps of generating the business evaluation information according to the goodwill value, the customer evaluation information and the background evaluation information include:

[0152] S801, if the goodwill value is higher than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation value*D1+backstage evaluation value*D2=business evaluation value;

[0153] S802, if the goodwill value is lower than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation information*D2+backstage evaluation value*D1=business evaluation value;

[0154] Among them, the customer evaluation value is the evaluation value corresponding to the evaluation indicator in the customer evaluation information, the background evaluation value is the evaluation value corresponding to the evaluation indicator in the background evaluation information, the business evaluation value is the evaluation value corresponding to the evaluation indicator in the business evaluation information, D1 and D2 are the weights corresponding to the customer evaluation value and the background evaluation value respectively determined according to the goodwill value, and D1>D2.

[0155] In this embodiment, the business evaluation information is obtained by performing weighted calculation based on the weights of the customer evaluation information and the background evaluation information, thereby ensuring the objectivity of the business evaluation information and reducing the impact of malicious negative reviews or random reviews from customers on the business evaluation information.

[0156] S106: Save the service evaluation information in the service evaluation terminal.

[0157] In this embodiment, the business evaluation information is further saved in the business evaluation terminal for recording the business evaluation information of the business personnel.

[0158] In one embodiment, the control method of the evaluation terminal further includes the following steps:

[0159] If the reception processing instruction is executed and the business evaluation terminal has not received the customer evaluation information, the behavior information of the business personnel is identified according to the second audio and video image, the background evaluation information is obtained, and the background evaluation information is used as the business evaluation information.

[0160] In this embodiment, when the business evaluation terminal does not receive the customer evaluation information, the background evaluation information is directly used as the business evaluation information, so as to avoid the situation where the business personnel cannot be evaluated when the customer does not make an evaluation.

[0161] The control method of the evaluation terminal described in the present application is to obtain a first audio and video image of a reception area by shooting with a first camera device, determine the customer flow of the reception area according to the first audio and video image, obtain customer action information, customer expression information and / or customer voice information in the audio and video image as customer behavior information, generate a reception processing instruction of a business person according to the customer flow and customer behavior information, play the reception processing instruction on the information playback device of the business evaluation terminal, and obtain a second audio and video image of the business person executing the reception processing instruction through the second video acquisition device to obtain customer evaluation information of the business evaluation terminal; when the customer evaluation information received by the business evaluation terminal meets the preset evaluation criteria, obtain the customer action score, customer emotion score and customer voice score by analyzing the customer action information, customer expression information and / or customer voice information, and use a weighted calculation method to calculate the customer goodwill value; when the customer goodwill value is goodwill, generate business evaluation information according to the customer evaluation information; when the customer goodwill value is malicious, mark the customer evaluation information and save the corresponding first audio and video image.

[0162] When the customer evaluation information does not meet the preset evaluation criteria, the business personnel action information, business personnel expression information and business personnel voice information are obtained according to the second audio and video image; the background evaluation information is generated according to the business personnel action information, business personnel expression information and business personnel voice information, combined with the preset business personnel service rules, and the background evaluation information and the customer evaluation information are weighted to obtain the business evaluation information. When the customer does not upload a customer evaluation, the employee background evaluation information can be directly used as the business evaluation information.

[0163] The control method of the evaluation terminal described in the present application combines the customer's goodwill value, customer evaluation information and background evaluation information to obtain business evaluation information, generate more objective business evaluation information, reduce the impact of customer evaluation on the business evaluation of business personnel, and ensure that the business evaluation information can accurately and objectively reflect the business handling of business personnel. At the same time, it also avoids the situation where the business personnel's business handling situation cannot be evaluated when the customer has not evaluated.

[0164] See also Fig. 9 , Fig. 9 The following is a schematic diagram of the control system of an evaluation terminal in one embodiment of the present application. The present application also discloses a control system of an evaluation terminal, including:

[0165] An image acquisition module 11 is used to acquire a first audio and video image of a reception area captured by a first camera device on a service evaluation terminal, and determine the customer flow of the reception area according to the first audio and video image;

[0166] A behavior information acquisition module 12, used to identify the customer's behavior information based on the first audio and video image;

[0167] The contact processing instruction acquisition module 13 is used to generate a reception processing instruction of the business personnel according to the customer flow and the customer behavior information, play the reception processing instruction through the information playback device on the business evaluation terminal, and obtain the second audio and video image of the business execution process captured by the second camera device on the business evaluation terminal;

[0168] The evaluation information acquisition module 14 is used to acquire the customer evaluation information received by the business evaluation terminal, and if the customer evaluation information meets the preset evaluation standard, generate business evaluation information according to the customer evaluation information; if the customer evaluation information does not meet the preset evaluation standard, identify the behavior information of the business personnel according to the second audio and video image, acquire the background evaluation information, acquire the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule, and generate the business evaluation information according to the goodwill value, the customer evaluation information and the background evaluation information;

[0169] The information saving module 15 is used to save the service evaluation information in the service evaluation terminal.

[0170] It should be noted that the control system of the evaluation terminal provided in the above embodiment only uses the division of the above functional modules as an example when executing the control method of the evaluation terminal. In actual applications, the above functions can be assigned to different functional modules as needed, that is, the internal structure of the device is divided into different functional modules to complete all or part of the functions described above. The control system of the evaluation terminal provided in the above embodiment is used to execute the control method of the evaluation terminal described in the above embodiment, and its operation method and principle are the same as the control method of the evaluation terminal recorded above, that is, the control system of the evaluation terminal provided in the above embodiment and the control method of the evaluation terminal belong to the same concept, and its implementation process is detailed in the above method embodiment, which will not be repeated here.

[0171] See also Fig.10 , Fig.10 Schematic diagram of a computer device for evaluating the control method of a terminal in an embodiment of the present application. Fig.10 As shown, the computer device 21 includes: a control device 211, a memory 212, and a computer program 213 stored in the memory 212 and executable on the control device 211, for example: a control program for an evaluation terminal; the control device 211 executing the computer program 213 can implement the control method for the evaluation terminal described in the above embodiment.

[0172] The control device 211 includes a processor, which may include one or more processing cores. The processor uses various interfaces and lines to connect various parts in the computer device 21, and executes various functions and processes data of the computer device 21 by running or executing instructions, programs, code sets or instruction sets stored in the memory 212, and calling the data in the memory 212. Optionally, the processor can be implemented in at least one hardware form of digital signal processing (DSP), field programmable gate array (FPGA), and programmable logic array (PLA). The processor can integrate one or a combination of a central processing unit (CPU), a graphics processing unit (GPU), and a modem. Among them, the CPU mainly processes the operating system, user interface, and application programs; the GPU is responsible for rendering and drawing the content to be displayed on the touch display; and the modem is used to process wireless communications. It can be understood that the above-mentioned modem may not be integrated into the processor, but implemented separately through a chip.

[0173] Among them, the memory 212 may include a random access memory (RAM) or a read-only memory (Read-Only Memory). Optionally, the memory 212 includes a non-transitory computer-readable storage medium. The memory 212 can be used to store instructions, programs, codes, code sets or instruction sets. The memory 212 may include a program storage area and a data storage area, wherein the program storage area may store instructions for implementing an operating system, instructions for at least one function (such as touch instructions, etc.), instructions for implementing the above-mentioned various method embodiments, etc.; the data storage area may store data involved in the above-mentioned various method embodiments, etc. The memory 212 may also be optionally at least one storage device located away from the aforementioned processor.

[0174] An embodiment of the present application also provides a computer-readable storage medium, which can store multiple instructions. The instructions are suitable for loading and executing the method steps of the above embodiment by a control device. The specific execution process can be found in the specific description of the above embodiment, which will not be repeated here.

[0175] The above-mentioned embodiments only express several implementation methods of the present invention, and the description is relatively specific and detailed, but it cannot be understood as limiting the scope of the invention patent. It should be pointed out that for ordinary technicians in this field, several modifications and improvements can be made without departing from the concept of the present invention, which all belong to the protection scope of the present invention.

Claims

1. A control method for an evaluation terminal, characterized in that: The following steps are involved: Acquire a first audio and video image of a reception area captured by a first camera device on the service evaluation terminal, and determine the customer flow of the reception area according to the first audio and video image; Identifying the customer's behavior information based on the first audio and video image; Generate reception processing instructions for business personnel according to the customer flow and the customer behavior information, play the reception processing instructions through the information playback device on the business evaluation terminal, and obtain a second audio and video image of the business execution process captured by the second camera device on the business evaluation terminal; Acquiring customer evaluation information received by the service evaluation terminal, and if the customer evaluation information meets a preset evaluation standard, generating service evaluation information according to the customer evaluation information; If the customer evaluation information does not meet the preset evaluation criteria, the behavior information of the business personnel is identified according to the second audio and video image, the background evaluation information is obtained, and the customer's goodwill value is obtained according to the customer's behavior information and the preset goodwill value judgment rule, wherein the behavior information includes customer action information, customer expression information and / or customer voice information; The step of obtaining the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule includes: obtaining the customer action score according to the customer action information, obtaining the customer emotion score according to the customer expression information, and obtaining the customer voice score according to the customer voice information; and weighting the customer action score, the customer emotion score and / or the customer voice score according to the preset weight to obtain the customer goodwill value; The business evaluation information is generated according to the goodwill value, the customer evaluation information and the background evaluation information, specifically: If the goodwill value is higher than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation value*D1+background evaluation value*D2=business evaluation value; if the goodwill value is lower than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation information*D2+background evaluation value*D1=business evaluation value; wherein, the customer evaluation value is the evaluation value corresponding to the evaluation index in the customer evaluation information, the background evaluation value is the evaluation value corresponding to the evaluation index in the background evaluation information, the business evaluation value is the evaluation value corresponding to the evaluation index in the business evaluation information, and D1 and D2 are the weights corresponding to the customer evaluation value and the background evaluation value respectively determined according to the goodwill value, and D1>D2; The service evaluation information is stored in the service evaluation terminal.

2. The control method of the evaluation terminal according to claim 1, characterized in that: The step of identifying the customer's behavior information according to the first audio and video image includes: Inputting the first audio and video image into a motion recognition model to obtain customer motion information; and / or, inputting the first audio and video image into a facial expression recognition model to obtain customer expression information; and / or, performing voice recognition on the first audio and video image to obtain customer voice information; The customer action information, customer expression information and / or customer voice information are used as the customer behavior information.

3. The control method of the evaluation terminal according to claim 1, characterized in that: Obtaining a customer action score according to the customer action information includes the following steps: According to the customer action information, obtaining the customer action amplitude; Matching the customer action information with a preset action type database to obtain the customer action type; A customer action score is generated according to the customer action type and the customer action magnitude.

4. The control method of the evaluation terminal according to claim 1, characterized in that: Obtaining a customer voice score according to the customer voice information includes the following steps: Acquiring the customer volume and / or the customer pitch according to the customer voice information; Convert the customer's voice information into text and obtain emotional keywords through text recognition; The customer voice score is generated according to the emotional keywords, the customer volume and / or the customer tone.

5. The control method of the evaluation terminal according to claim 1, characterized in that: The step of generating business evaluation information according to the customer evaluation information comprises: Obtaining the customer's goodwill value based on the customer's behavior information and a preset goodwill value judgment rule; If the customer's goodwill value exceeds a preset goodwill value threshold, the customer evaluation information is used as the business evaluation information; If the customer's goodwill value does not exceed the preset goodwill value threshold, the customer evaluation information is marked and the first audio and video image is saved.

6. A control system for an evaluation terminal, characterized in that: include: An image acquisition module, used to acquire a first audio and video image of a reception area captured by a first camera device on the service evaluation terminal, and determine the customer flow of the reception area according to the first audio and video image; A behavior information acquisition module, used to identify the customer's behavior information based on the first audio and video image; A contact processing instruction acquisition module is used to generate a reception processing instruction of the business personnel according to the customer flow and the customer behavior information, play the reception processing instruction through the information playback device on the business evaluation terminal, and obtain a second audio and video image of the business execution process captured by the second camera device on the business evaluation terminal; An evaluation information acquisition module, used to acquire customer evaluation information received by the business evaluation terminal, and if the customer evaluation information meets the preset evaluation criteria, generate business evaluation information according to the customer evaluation information; If the customer evaluation information does not meet the preset evaluation criteria, the behavior information of the business personnel is identified according to the second audio and video image, the background evaluation information is obtained, and the customer's goodwill value is obtained according to the customer's behavior information and the preset goodwill value judgment rule, wherein the behavior information includes customer action information, customer expression information and / or customer voice information; The step of obtaining the customer's goodwill value according to the customer's behavior information and the preset goodwill value judgment rule includes: obtaining the customer action score according to the customer action information, obtaining the customer emotion score according to the customer expression information, and obtaining the customer voice score according to the customer voice information; and weighting the customer action score, the customer emotion score and / or the customer voice score according to the preset weight to obtain the customer goodwill value; The business evaluation information is generated according to the goodwill value, the customer evaluation information and the background evaluation information, specifically: If the goodwill value is higher than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation value*D1+background evaluation value*D2=business evaluation value; if the goodwill value is lower than the preset goodwill value threshold, the business evaluation information is obtained in the following manner: customer evaluation information*D2+background evaluation value*D1=business evaluation value; wherein, the customer evaluation value is the evaluation value corresponding to the evaluation index in the customer evaluation information, the background evaluation value is the evaluation value corresponding to the evaluation index in the background evaluation information, the business evaluation value is the evaluation value corresponding to the evaluation index in the business evaluation information, and D1 and D2 are the weights corresponding to the customer evaluation value and the background evaluation value respectively determined according to the goodwill value, and D1>D2; The information saving module is used to save the service evaluation information in the service evaluation terminal.

7. A computer device comprising: A processor, a memory, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the control method of the evaluation terminal as described in any one of claims 1 to 5 when executing the computer program.

8. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor, the steps of the control method of the evaluation terminal according to any one of claims 1 to 5 are implemented.

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