Information processing method and device, equipment, storage medium and program product

Abstract

The invention discloses an information processing method and device, equipment, a storage medium and a program product, and is applied to the technical field of information services. The method is applied to a service auditing system, and the service auditing system comprises an auditing application component located in a data center, and a plurality of recording systems and a plurality of interface service components located in each mechanism. The method comprises the steps of obtaining a target auditing data file through an auditing application component, wherein the target auditing data file comprises target identification information, target dimension information and target translation text data; generating a target calling path according to the target identification information and the target dimension information; and according to the target calling path, calling a target sound recording file from a sound recording system of the target mechanism through an interface service component of the target mechanism so as to perform service auditing on the target service according to the target sound recording file, the target dimension information and the target translation text data. According to the embodiment of the invention, cross-mechanism service auditing can be carried out.

Description

Technical Field

[0001] The present application belongs to the field of information service technology, and in particular, relates to an information processing method, device, equipment, storage medium and program product. Background Art

[0002] The Remote Intelligent Banking Center (abbreviated as "Far Bank Center") is one of the important channels for banks to provide customer service. It provides consultation, transaction services, complaint suggestions and other services to hundreds of millions of customers every day. In the process of customer service, the service attitude, speech and skill level of the seat staff directly affect the customer experience. Therefore, in order to improve the customer service level and enhance the customer experience, Far Bank Center has established a special service audit team in daily operation management to assess and evaluate the service level of the seat staff.

[0003] The accuracy, fairness and objectivity of service audits are crucial to the assessment and evaluation of service agents. They are conducive to stimulating the service enthusiasm of service agents, preventing problems such as irregular services and inadequate answers to customer questions, and improving the overall service quality.

[0004] The far-flung silver centers built by large and medium-sized banks have a large number of seats. The branches where the seats provide services are usually distributed across the country. Each institution independently carries out on-site operation management and service collection, and there are problems such as inconsistent audit standards and difficulties in cross-institutional assessment. Summary of the invention

[0005] The embodiments of the present application provide an information processing method, apparatus, device and computer storage medium, which can perform service audits across institutions and achieve the unification of audit standards.

[0006] In a first aspect, an embodiment of the present application provides an information processing method, which is applied to a service audit system, wherein the service audit system includes an audit application component located in a data center, multiple recording systems located in various institutions, and multiple interface service components; the method includes:

[0007] Obtaining a target audit data file through the audit application component, the target audit data file includes target identification information, target dimension information and target translated text data, the target identification information includes the target organization to which the target service belongs, the target dimension information includes the recording storage path of the target service, and the target translated text data includes text data corresponding to the recording file of the target service;

[0008] Generate a target retrieval path according to the target identification information and the target dimension information;

[0009] According to the target retrieval path, the target recording file is retrieved from the recording system of the target organization through the interface service component of the target organization, so as to perform service audit on the target service based on the target recording file, target dimension information and target translated text data.

[0010] In a possible implementation, obtaining target audit data through an audit application component includes:

[0011] Obtain the account permission information of the audit application through the audit application component;

[0012] Get the target audit data file corresponding to the account authority information.

[0013] In a possible implementation, the target dimension information further includes a call serial number of the target service;

[0014] Before obtaining the target audit data file, the method further includes:

[0015] Acquire multiple preset dimension information and multiple preset translated text data for a preset time period, the multiple preset dimension information including recording storage paths of multiple preset services and call serial numbers of multiple preset services, the multiple preset translated text data including text data corresponding to recording files of multiple preset services, and the multiple preset services including a target service;

[0016] Matching translated text data corresponding to each of the plurality of preset dimension information according to the call serial numbers of the plurality of preset services respectively;

[0017] Respectively combining the plurality of preset dimension information and the translated text data corresponding to each of the plurality of preset dimension information to obtain data files corresponding to each of the plurality of preset services;

[0018] Preset identification information is added to the data files corresponding to the plurality of preset services respectively to obtain a plurality of audit data files, wherein the preset identification information includes the organization to which the preset service belongs.

[0019] In a possible implementation, the service audit system further includes a recording collection component located in each institution; before obtaining a plurality of preset dimension information and a plurality of preset translated text data in a preset time period, the method further includes:

[0020] Acquire a plurality of preset call data files, the plurality of preset call data files including call data files corresponding to recording files of a plurality of preset services;

[0021] Multiple preset call data files are extracted through the recording collection components of the respective organizations to which the multiple preset services belong, to obtain multiple preset dimension information.

[0022] In a possible implementation, the service audit system further includes a recording translation component located in each institution. Before obtaining a plurality of preset dimension information and a plurality of preset translated text data in a preset time period, the method further includes:

[0023] According to the recording storage paths of the preset services corresponding to the multiple preset dimension information and the call serial numbers of the preset services, the recording files of the multiple preset services are obtained through the recording collection components of the respective organizations to which the multiple preset services belong;

[0024] The recording files of the multiple preset services are formatted by the recording collection components of the respective organizations to which the multiple preset services belong, so as to obtain target format files corresponding to the multiple preset services;

[0025] The target format files corresponding to the multiple preset services are translated by the recording translation components of the organizations to which the multiple preset services belong respectively, so as to obtain multiple preset translated text data.

[0026] In a possible implementation, before obtaining the recording files of the plurality of preset services through the recording collection components of the respective organizations to which the plurality of preset services belong, the method further includes:

[0027] The preset service files of each institution are collected through multiple recording systems located in each institution. The preset service files include recording files of multiple preset services and multiple preset call data files.

[0028] In a second aspect, an embodiment of the present application provides an information processing device, which is applied to a service audit system, wherein the service audit system includes an audit application component located in a data center, multiple recording systems located in various institutions, and multiple interface service components; the device includes:

[0029] An acquisition module is used to acquire a target audit data file through an audit application component. The target audit data file includes target identification information, target dimension information, and target translated text data. The target identification information includes the target organization to which the target service belongs. The target dimension information includes the recording storage path of the target service. The target translated text data includes text data corresponding to the recording file of the target service.

[0030] A generation module, used to generate a target retrieval path according to target identification information and target dimension information;

[0031] The retrieval module is used to retrieve the target recording file from the recording system of the target organization through the interface service component of the target organization according to the target retrieval path, so as to perform service audit on the target service according to the target recording file, target dimension information and target translated text data.

[0032] In a third aspect, an embodiment of the present application provides an information processing device, the device comprising:

[0033] A processor and a memory storing computer program instructions; when the processor executes the computer program instructions, any one of the above information processing methods is implemented.

[0034] In a fourth aspect, an embodiment of the present application provides a computer storage medium, on which computer program instructions are stored. When the computer program instructions are executed by a processor, any one of the above-mentioned information processing methods is implemented.

[0035] In a fifth aspect, an embodiment of the present application provides a computer program product. When instructions in the computer program product are executed by a processor of an electronic device, the electronic device is enabled to perform any one of the above-mentioned information processing methods.

[0036] The information processing method, device, equipment and computer storage medium of the embodiment of the present application are applied to the service audit system, which includes an audit application component located in a data center and multiple recording systems and multiple interface service components located in various institutions. In this way, the audit application can be separated from the recording data collection service, and the audit application component of the data center conducts a unified audit of the service recordings of each institution, so that cross-institutional service audits can be performed to improve the fairness of service audits. In addition, the recording system and the interface service are distributed in various institutions, and each institution collects data separately, which can not only meet the differentiated needs of the recording system docking of each institution, but also help to reduce the data processing volume of the data center and improve the stability of the server. The embodiment of the present application obtains the target audit data file through the audit application component. The target audit data file includes target identification information, target dimension information and target translation text data, the target identification information includes the target institution to which the target service belongs, the target dimension information includes the recording storage path of the target service, and the target translation text data includes the text data corresponding to the recording file of the target service. According to the target identification information and the target dimension information, a target retrieval path can be generated. According to the target retrieval path, the target file can be retrieved from the target organization's recording system through the target organization's interface service component, so as to be used for service auditing the target service based on the target recording file, target dimension information and target translated text data. In this way, there is no need to upload the recording file to the data center, which occupies less bandwidth resources and is conducive to improving the efficiency of service auditing. BRIEF DESCRIPTION OF THE DRAWINGS

[0037] In order to more clearly illustrate the technical solution of the embodiments of the present application, the following is a brief introduction to the drawings required for use in the embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0038] Figure 1It is a structural diagram of a service audit system provided by an embodiment of the present application;

[0039] Figure 2 is a flowchart of an information processing method provided by another embodiment of the present application;

[0040] Figure 3 is a flowchart of an information processing method provided by another embodiment of the present application;

[0041] Figure 4 is a flowchart of an information processing method provided by yet another embodiment of the present application;

[0042] Figure 5 is a flowchart of an information processing method provided by yet another embodiment of the present application;

[0043] Figure 6 is a structural diagram of an information processing device provided by yet another embodiment of the present application;

[0044] Figure 7 It is a structural diagram of an information processing device provided in yet another embodiment of the present application. DETAILED DESCRIPTION

[0045] The features and exemplary embodiments of various aspects of the present application will be described in detail below. In order to make the purpose, technical solutions and advantages of the present application clearer, the present application will be further described in detail below in conjunction with the accompanying drawings and specific embodiments. It should be understood that the specific embodiments described herein are only intended to explain the present application, rather than to limit the present application. For those skilled in the art, the present application can be implemented without the need for some of these specific details. The following description of the embodiments is only to provide a better understanding of the present application by illustrating the examples of the present application.

[0046] It should be noted that, in this article, relational terms such as first and second, etc. are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Moreover, the terms "include", "comprise" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, the elements defined by the statement "include..." do not exclude the presence of other identical elements in the process, method, article or device including the elements.

[0047] It should be noted that the acquisition, storage, use and processing of data in the embodiments of the present application are in compliance with the relevant provisions of national laws and regulations.

[0048] It should be noted that in the embodiments of the present application, certain software, components, models and other existing solutions in the industry may be mentioned, and they should be regarded as exemplary. Their purpose is only to illustrate the feasibility of implementing the technical solution of the present application, but it does not mean that the applicant has or will necessarily use the solution.

[0049] As described in the background technology, the far-flung banking centers built by large and medium-sized banks have a large number of seats. The branches that the seats provide services to are usually distributed across the country. Each institution independently carries out on-site operation management and service collection, and there are problems such as inconsistent audit standards and difficulties in cross-institutional assessment.

[0050] The relevant technology involves the use of a centralized deployment model, that is, each organization uses a unified centralized recording system or uploads each workplace recording to a data center, which is then pushed to the audit application for processing in order to provide audit services.

[0051] However, processing recording data through a centralized recording system requires high server performance and high processing pressure, which is prone to system bottlenecks and makes it difficult to ensure system stability. Uploading recording data from various workplaces to the data center will occupy more bandwidth resources, resulting in slow file transfer speeds and low processing efficiency.

[0052] In order to solve the problems of the prior art, the embodiments of the present application provide an information processing method, apparatus, device and computer storage medium.

[0053] The following first introduces the information processing method of the embodiment of the present application with reference to the drawings.

[0054] The information processing method of the embodiment of the present application can be applied to the service audit system. The service audit system provided by the embodiment of the present application is introduced below in conjunction with the accompanying drawings. Figure 1 As shown, the service audit system may include a database, an audit application component, and a unified interface component located in a data center, as well as an interface service component, a recording translation component, a recording collection component, and a recording system located in an institution. It should be noted that one data center may correspond to multiple institutions. For ease of description, Figure 1 Only a schematic diagram of the structure of one of the mechanisms is shown.

[0055] In one embodiment, the recording system can collect the recording files and call data of the organization. Specifically, during the conversation between the agent and the customer, the recording system can record the call data and generate a recording file and a corresponding call data file after the call. Exemplarily, the recording file and the call data file can be respectively stored in a storage device connected to the recording system of the organization.

[0056] In one embodiment, the recording collection component may obtain recording files and call data files from the recording system periodically and in batches, and pre-process the recording files and call data files.

[0057] As an example, the preprocessing may include: parsing the call data file to extract dimension information. The dimension information may include a recording storage path of the corresponding call service. In one example, the dimension information may also include a call serial number of the corresponding call service. In one example, the dimension information may also include one or more of the recording number, start time, agent number, and customer number of the corresponding service. In the above example, after extracting the dimension information, the dimension information may be sent to the interface service component.

[0058] As another example, the above preprocessing may also include: matching and obtaining corresponding recording files according to dimension information; formatting the recording files and converting the recording files into files in a preset format. In the above example, after converting the recording files into files in a preset format, the files may be sent to the recording translation component. The preset format may include the format required by the recording translation service, and those skilled in the art may select the format according to the specific type of the recording translation service, which is not limited here.

[0059] For ease of understanding, refer to Figure 2 The process of recording and collecting audio by the recording and collecting component is described below. Figure 2 As shown, the recording collection process may include the following steps S110 to S150.

[0060] S110, obtaining recording files and call data.

[0061] In step S110, the recording collection component may obtain recording files and call data files from the recording system in batches at regular intervals.

[0062] S120, parsing the call data file.

[0063] In step S120, the recording collection component parses the call data file and extracts the dimension information of the corresponding call service. Exemplarily, the dimension information may include the recording storage path, call sequence number, recording number, start time, agent number, and customer number of the corresponding call service.

[0064] S130, matching and obtaining the recording file.

[0065] In step S130, the recording collection component can match and obtain the corresponding recording file according to the dimension information. Specifically, in one example, the corresponding recording file can be matched and obtained according to the recording storage path and / or call serial number of the corresponding call service.

[0066] S140, format the recording file.

[0067] In step S130, the recording collection component can format the recording file and convert the file into a format required by the recording translation service. For example, the recording file can be converted into a file with a preset number of bits.

[0068] S150, sending the formatted recording file and dimension information.

[0069] In step S150, the recording collection component may send the formatted recording file to the recording translation component, and may also send dimension information to the interface service component.

[0070] The service audit system of the embodiment of the present application separates the audit application and the recording data collection and processing service, and deploys the recording data collection and processing service in various institutions. After the pre-processing is completed, the result data is collected together through a unified interface component. The recording collection components are distributed in various institutions, which can meet the differentiated needs of the recording system docking of each institution, and the amount of data processed is small, the server performance is guaranteed, and the stability is high.

[0071] The service audit system is introduced below. In one embodiment, the recording translation component can transfer the formatted recording file to generate corresponding translated text data.

[0072] In one embodiment, the interface service component can upload data. Specifically, after the interface service component obtains the translated text data and dimension information, it can summarize and identify the translated text data and dimension information and upload them to the unified interface service of the data center for processing. In one embodiment, the interface service component can also provide audio file query and retrieval services through the audit application, so that the auditor can query the audio file and listen to the audio file.

[0073] As an example, the above-mentioned aggregation and identification of the translated text data and dimension information may specifically include: aggregating the translated text data and dimension information according to the call serial number, and identifying the aggregated translated text data and dimension information to generate an audit data file. For example, an identification field may be added to the aggregated translated text data and dimension information, and the identification field may include the organization to which the corresponding call service belongs.

[0074] For ease of understanding, refer to Figure 3 This section describes the process of sending data to the interface service component. Figure 3 As shown, the data uploading process may include the following steps S210 to S240.

[0075] S210, receiving dimension information.

[0076] In step S210, the interface service component may receive dimension information sent by the recording collection component.

[0077] S220, receiving translated text data.

[0078] In step S220, the interface service component may receive the translated text data processed by the recording translation component.

[0079] S230, data aggregation and identification.

[0080] In step S230, the interface service component can summarize the dimension information and the translated text data according to the call serial number, mark it, and generate an audit data file. It is easy to understand that an organization can collect the dimension information and translated text data corresponding to multiple call services. In step S230, the dimension information and translated text data corresponding to each of the multiple call services can be matched respectively, and marked to obtain the audit data files corresponding to each of the multiple call services.

[0081] S240, sending the audit data file.

[0082] In step S240, the interface service component may upload the audit data file to the unified interface component of the data center for processing.

[0083] According to the service audit system of the embodiment of the present application, after the recording data is collected, the recording data is processed through dimension information extraction and text translation, and then aggregated into an audit data file, which is then sent to the data center for centralized processing. In this way, there is no need to upload the recording file to the data center, which occupies less bandwidth resources, has a fast transmission speed, and high processing efficiency.

[0084] The service audit system is introduced below. In one embodiment, the unified interface component can receive audit data files sent by various organizations, parse the audit data files, and write them into the database.

[0085] In one embodiment, the audit application component can manage the audit application in a unified manner, realize cross-institutional service evaluation through authority control, and provide cross-institutional task management, recording query and retrieval, service audit and other services to each institution. Exemplarily, the audit application component can assign audit tasks to the account according to the account authority information of the audit application and / or the preset task assignment rules. For example, a preset number of call service audit tasks from different institutions can be assigned to account A, so that cross-institutional assessment can be realized. Exemplarily, the audit application component can also configure a unified audit standard for the audit application, so that the auditor can perform service audits according to the audit standards.

[0086] When auditors conduct service audits, they can listen to recordings simultaneously. That is, they can retrieve and play recordings of conversations between agents and customers through the audit application component to conduct a comprehensive service level evaluation of the agents' service skills, etc.

[0087] For ease of understanding, refer to Figure 4 This section describes the process of retrieving recordings through the audit application component. Figure 4 As shown, the recording retrieval process may include the following steps S310 to S340.

[0088] S310, query the audit data file.

[0089] In step S310, the audit application component queries the audit data file to be evaluated according to the authority allocation.

[0090] S320, obtaining a recording storage path.

[0091] In step S320, the audit application component can confirm the call service organization corresponding to the audit data file and the recording storage path of the recording file in the organization through the dimension information and identification information.

[0092] S330, generating a recording retrieval path.

[0093] In step S330, the audit application component can generate a recording retrieval path based on the organization to which it belongs and the recording storage path.

[0094] S340, access the recording system to retrieve.

[0095] In step S340, the audit application component can access the recording system of the organization to which the call service belongs through the interface service component of the organization to complete the recording retrieval for the auditor to listen to the recording.

[0096] According to the service audit system of the embodiment of the present application, the recording data is aggregated and marked during the processing, and the audit application realizes cross-institutional customer service evaluation and excellent case sharing through authority control based on the identification information. In this way, it can support cross-institutional recording listening, improve the accuracy, fairness and objectivity of service auditing, and further improve the comprehensive operation and management capabilities of the Far East Bank Center.

[0097] The service audit method provided in the embodiment of the present application is introduced below with reference to the accompanying drawings.

[0098] Figure 5 FIG. 1 is a flow chart showing an information processing method provided by an embodiment of the present application. Figure 5 As shown, the method can be applied to a service audit system, which includes an audit application component located in a data center and multiple recording systems and multiple interface service components located in various institutions. The method can include the following steps S410 to S430.

[0099] S410, obtain the target audit data file through the audit application component, the target audit data file includes target identification information, target dimension information and target translated text data, the target identification information includes the target organization to which the target service belongs, the target dimension information includes the recording storage path of the target service, and the target translated text data includes the text data corresponding to the recording file of the target service.

[0100] S420, generating a target retrieval path according to the target identification information and the target dimension information.

[0101] In step S420, the target organization to which the target service belongs can be determined based on the target identification information, and the recording storage path of the recording file of the target service in the recording system can be determined based on the target dimension information, so that the target retrieval path can be generated in combination.

[0102] S430, according to the target retrieval path, retrieve the target recording file from the recording system of the target organization through the interface service component of the target organization, so as to perform service audit on the target service according to the target recording file, target dimension information and target translated text data.

[0103] The information processing method of the embodiment of the present application can be applied to a service audit system, which includes an audit application component located in a data center and multiple recording systems and multiple interface service components located in various institutions. In this way, the audit application can be separated from the recording data collection service, and the audit application component of the data center can uniformly audit the service recordings of various institutions, so that cross-institutional service audits can be performed to improve the fairness of service audits. In addition, the recording system and the interface service are distributed in various institutions, and each institution collects data separately, which can not only meet the differentiated needs of the recording system docking of each institution, but also help to reduce the data processing volume of the data center and improve the stability of the server. The embodiment of the present application obtains the target audit data file through the audit application component. The target audit data file includes target identification information, target dimension information and target translation text data, the target identification information includes the target institution to which the target service belongs, the target dimension information includes the recording storage path of the target service, and the target translation text data includes the text data corresponding to the recording file of the target service. According to the target identification information and the target dimension information, a target retrieval path can be generated. According to the target retrieval path, the target file can be retrieved from the target organization's recording system through the target organization's interface service component, so as to be used for service auditing the target service based on the target recording file, target dimension information and target translated text data. In this way, there is no need to upload the recording file to the data center, which occupies less bandwidth resources and is conducive to improving the efficiency of service auditing.

[0104] In one embodiment, obtaining target audit data through the audit application component may specifically include:

[0105] Obtain the account permission information of the audit application through the audit application component.

[0106] Get the target audit data file corresponding to the account authority information.

[0107] For ease of understanding, a specific example is given below to explain the above implementation. For example, the account permission information of the audit application is obtained through the audit application component, and the account permission information may include auditing the services of all institutions. The audit application component can select a preset number of audit tasks from the audit tasks of all institutions and distribute them to the account, and the audit data file corresponding to the audit task is the target audit data file.

[0108] According to the above implementation, the corresponding target audit file can be obtained according to the account authority information. In this way, cross-institutional customer service evaluation can be achieved through authority control. In this way, cross-institutional service audit can be achieved by flexibly allocating audit tasks, thereby improving the flexibility and fairness of service audit.

[0109] In one embodiment, the target dimension information may also include a call serial number of the target service.

[0110] Before obtaining the target audit data file, the method may further include:

[0111] A plurality of preset dimension information and a plurality of preset translated text data of a preset time period are obtained, wherein the plurality of preset dimension information includes recording storage paths of a plurality of preset services and call serial numbers of a plurality of preset services, the plurality of preset translated text data includes text data corresponding to recording files of a plurality of preset services, and the plurality of preset services includes a target service.

[0112] According to the call serial numbers of the plurality of preset services, the translated text data corresponding to the plurality of preset dimension information are matched respectively.

[0113] The plurality of preset dimension information and the translated text data corresponding to the plurality of preset dimension information are respectively combined to obtain data files corresponding to the plurality of preset services.

[0114] Preset identification information is added to the data files corresponding to the plurality of preset services respectively to obtain a plurality of audit data files, wherein the preset identification information includes the organization to which the preset service belongs.

[0115] In the above implementation, the preset time period may be any preset time period. Exemplarily, the above multiple preset dimension information and multiple preset translated text data may be periodically acquired, and the preset time period may be multiple time periods divided according to a cycle. The above multiple preset services may include multiple services belonging to different organizations.

[0116] According to the above implementation, the dimension information and translated text data of the preset time period can be obtained, and the dimension information and translated text data can be combined according to the call serial number to add identification information. In this way, it is only necessary to upload the obtained audit data file to the data center, and the recording file can be retrieved according to the preset identification information and preset dimension information in the audit data file, without uploading the recording file to the data center. In this way, uploading files to the data center occupies less bandwidth resources, has a fast transmission speed, and high processing efficiency, thereby improving the efficiency of service auditing.

[0117] In one embodiment, the service audit system may further include a recording collection component located in each institution. Before obtaining a plurality of preset dimension information and a plurality of preset translated text data for a preset time period, the method may further include:

[0118] A plurality of preset call data files are obtained, wherein the plurality of preset call data files include call data files corresponding to recording files of a plurality of preset services.

[0119] Multiple preset call data files are extracted through the recording collection components of the respective organizations to which the multiple preset services belong, to obtain multiple preset dimension information.

[0120] In the above implementation, the call data file may include call related information recorded by the contact center platform, such as recording storage path, call serial number, recording number, start time, agent number and customer number, etc. The recording system may record this information while recording the call.

[0121] According to the above implementation, the recording collection components are distributed in various institutions, which can meet the differentiated needs of the recording system docking of various institutions. In addition, the recording collection components are distributed in various institutions, and the amount of data processed by each institution is small, which can improve the performance of the server. In this way, it is conducive to improving the stability of the recording collection component, thereby improving the stability of the service audit efficiency.

[0122] In one embodiment, the service audit system may also include a recording translation component located in each institution.

[0123] Before obtaining a plurality of preset dimension information and a plurality of preset translated text data in a preset time period, the method may further include:

[0124] According to the recording storage paths of the preset services corresponding to the multiple preset dimension information and the call serial numbers of the preset services, the recording files of the multiple preset services are obtained through the recording collection components of the organizations to which the multiple preset services respectively belong.

[0125] The recording files of the multiple preset services are formatted through the recording collection components of the organizations to which the multiple preset services respectively belong, so as to obtain target format files corresponding to the multiple preset services respectively.

[0126] The target format files corresponding to the multiple preset services are translated by the recording translation components of the organizations to which the multiple preset services belong respectively, so as to obtain multiple preset translated text data.

[0127] According to the above implementation, each organization can format the recording file through its own recording collection component and further translate it. In this way, the translation work can be shared among each organization, reducing the data processing volume of each recording collection component, thereby improving the efficiency of service auditing.

[0128] In one embodiment, before obtaining the recording files of the plurality of preset services through the recording collection components of the respective organizations to which the plurality of preset services belong, the method may further include:

[0129] The preset service files of each institution are collected through multiple recording systems located in each institution. The preset service files include recording files of multiple preset services and multiple preset call data files.

[0130] According to the above implementation mode, data is collected through the recording system of each institution respectively, which can meet the differentiated needs of the recording system deployment of each institution and improve the flexibility and efficiency of service auditing.

[0131] In one embodiment, after retrieving the target recording file from the recording system of the target organization through the interface service component of the target organization according to the target retrieval path, the method may further include:

[0132] When the service audit score of the target service is higher than the preset threshold, the target service is marked so that other institutions can obtain the target retrieval path based on the mark.

[0133] In the above implementation, after marking the target service, the target retrieval path can be shared with other institutions. In this way, other institutions can retrieve the recording of the target service according to the target retrieval path. In this way, excellent cases can be shared across institutions.

[0134] Based on the information processing method provided in the above embodiment, the present application also provides a specific implementation of the information processing device. The device can be applied to a service audit system, which includes an audit application component located in a data center and multiple recording systems and multiple interface service components located in various institutions. Please refer to the following embodiments.

[0135] See first Figure 6 The information processing device 500 provided in the embodiment of the present application includes an acquisition module 501, a generation module 502 and a calling module 503.

[0136] Acquisition module 501 is used to acquire the target audit data file through the audit application component. The target audit data file includes target identification information, target dimension information and target translated text data. The target identification information includes the target organization to which the target service belongs, the target dimension information includes the recording storage path of the target service, and the target translated text data includes the text data corresponding to the recording file of the target service.

[0137] The generation module 502 is used to generate a target retrieval path according to the target identification information and the target dimension information.

[0138] The retrieval module 503 is used to retrieve the target recording file from the recording system of the target organization through the interface service component of the target organization according to the target retrieval path, so as to perform service audit on the target service according to the target recording file, target dimension information and target translated text data.

[0139] The information processing device of the embodiment of the present application can be applied to a service audit system, which includes an audit application component located in a data center and multiple recording systems and multiple interface service components located in various institutions. In this way, the audit application can be separated from the recording data collection service, and the audit application component of the data center can conduct a unified audit of the service recordings of each institution, so that cross-institutional service audits can be performed to improve the fairness of service audits. In addition, the recording system and the interface service are distributed in various institutions, and each institution collects data separately, which can not only meet the differentiated needs of the recording system docking of each institution, but also help to reduce the data processing volume of the data center and improve the stability of the server. The embodiment of the present application obtains the target audit data file through the audit application component. The target audit data file includes target identification information, target dimension information and target translation text data, the target identification information includes the target institution to which the target service belongs, the target dimension information includes the recording storage path of the target service, and the target translation text data includes the text data corresponding to the recording file of the target service. According to the target identification information and the target dimension information, a target retrieval path can be generated. According to the target retrieval path, the target file can be retrieved from the target organization's recording system through the target organization's interface service component, so as to be used for service auditing the target service based on the target recording file, target dimension information and target translated text data. In this way, there is no need to upload the recording file to the data center, which occupies less bandwidth resources and is conducive to improving the efficiency of service auditing.

[0140] In one embodiment, the acquisition module may be specifically used for:

[0141] Obtain the account permission information of the audit application through the audit application component.

[0142] Get the target audit data file corresponding to the account authority information.

[0143] In one embodiment, the target dimension information also includes a call serial number of the target service.

[0144] The acquisition module can also be used to: before acquiring the target audit data file, obtain multiple preset dimensional information and multiple preset translated text data for a preset time period, the multiple preset dimensional information including the recording storage paths of multiple preset services and the call serial numbers of multiple preset services, the multiple preset translated text data including the text data corresponding to the recording files of multiple preset services, and the multiple preset services including the target service.

[0145] The device may also include:

[0146] The matching module is used to match the translated text data corresponding to each of the plurality of preset dimension information according to the call serial numbers of the plurality of preset services respectively.

[0147] The combination module is used to respectively combine multiple preset dimension information and the translated text data corresponding to each of the multiple preset dimension information to obtain data files corresponding to each of the multiple preset services.

[0148] The adding module is used to add preset identification information to the data files corresponding to the multiple preset services respectively to obtain multiple audit data files. The preset identification information includes the organization to which the preset service belongs.

[0149] In one embodiment, the service audit system may also include an audio recording collection component located in each institution.

[0150] The acquisition module can also be used to: before acquiring multiple preset dimension information and multiple preset translated text data for a preset time period, acquire multiple preset call data files, the multiple preset call data files including call data files corresponding to recording files of multiple preset services.

[0151] The device may also include: an extraction module, which is used to extract multiple preset call data files through the recording collection components of the organizations to which the multiple preset services respectively belong, to obtain multiple preset dimension information.

[0152] In one embodiment, the service audit system may also include a recording translation component located in each institution.

[0153] The acquisition module can also be used for: before acquiring multiple preset dimension information and multiple preset translated text data for a preset time period, respectively acquiring the recording files of multiple preset services through the recording collection components of the respective institutions to which the multiple preset services belong, according to the recording storage paths of the preset services corresponding to the multiple preset dimension information and the call serial numbers of the preset services.

[0154] The device may also include:

[0155] The processing module is used to format the recording files of multiple preset services through the recording collection components of the organizations to which the multiple preset services belong, so as to obtain target format files corresponding to the multiple preset services.

[0156] The translation module is used to translate target format files corresponding to multiple preset services through recording translation components of the organizations to which the multiple preset services belong, so as to obtain multiple preset translated text data.

[0157] In one embodiment, the apparatus may further include:

[0158] The collection module is used to collect the preset service files of each organization through multiple recording systems located in each organization before obtaining the recording files of multiple preset services through the recording collection components of the organizations to which the multiple preset services belong. The preset service files include the recording files of multiple preset services and multiple preset call data files.

[0159] Each module of the information processing device provided in the embodiment of the present application can realize Figure 5 The functions of each step of the information processing method are provided, and the corresponding technical effects can be achieved. For the sake of concise description, they will not be repeated here.

[0160] Figure 7 A schematic diagram of the hardware structure of an information processing device provided in an embodiment of the present application is shown.

[0161] The information processing device may include a processor 601 and a memory 602 storing computer program instructions.

[0162] Specifically, the processor 601 may include a central processing unit (CPU), or an application specific integrated circuit (ASIC), or may be configured to implement one or more integrated circuits of the embodiments of the present application.

[0163] The memory 602 may include a large capacity memory for data or instructions. By way of example and not limitation, the memory 602 may include a hard disk drive (HDD), a floppy disk drive, a flash memory, an optical disk, a magneto-optical disk, a magnetic tape, or a universal serial bus (USB) drive or a combination of two or more of these. In appropriate cases, the memory 602 may include a removable or non-removable (or fixed) medium. In appropriate cases, the memory 602 may be inside or outside the integrated gateway disaster recovery device. In a specific embodiment, the memory 602 is a non-volatile solid-state memory.

[0164] The memory may include read-only memory (ROM), random access memory (RAM), magnetic disk storage media devices, optical storage media devices, flash memory devices, electrical, optical or other physical / tangible memory storage devices. Thus, typically, the memory includes one or more tangible (non-transitory) computer-readable storage media (e.g., memory devices) encoded with software including computer-executable instructions, and when the software is executed (e.g., by one or more processors), it is operable to perform the operations described with reference to the method according to an aspect of the present disclosure.

[0165] The processor 601 implements any one of the information processing methods in the above embodiments by reading and executing computer program instructions stored in the memory 602 .

[0166] In one example, the information processing device may further include a communication interface 603 and a bus 610. Figure 7 As shown, the processor 601, the memory 602, and the communication interface 603 are connected via a bus 610 and communicate with each other.

[0167] The communication interface 603 is mainly used to implement communication between various modules, devices, units and / or equipment in the embodiments of the present application.

[0168] Bus 610 includes hardware, software or both, and the parts of online data flow billing equipment are coupled to each other. For example, but not limitation, bus may include accelerated graphics port (AGP) or other graphics bus, enhanced industrial standard architecture (EISA) bus, front-end bus (FSB), hypertransport (HT) interconnection, industrial standard architecture (ISA) bus, infinite bandwidth interconnection, low pin count (LPC) bus, memory bus, micro channel architecture (MCA) bus, peripheral component interconnection (PCI) bus, PCI-Express (PCI-X) bus, serial advanced technology attachment (SATA) bus, video electronics standard association local (VLB) bus or other suitable bus or two or more of these combinations. In appropriate cases, bus 610 may include one or more buses. Although the present application embodiment describes and shows a specific bus, the present application considers any suitable bus or interconnection.

[0169] The information processing device can execute the information processing method in the embodiment of the present application, thereby realizing the combination Figure 5 and Figure 6 The information processing method and device described herein. The information processing method in the above embodiments can be implemented by providing a computer storage medium in the present application embodiment. The computer storage medium stores computer program instructions; when the computer program instructions are executed by a processor, any one of the information processing methods in the above embodiments is implemented.

[0170] An embodiment of the present application also provides a computer program product, including a computer program, which implements any one of the information processing methods in the above embodiments when the computer program is processed and executed.

[0171] It should be clear that the present application is not limited to the specific configuration and processing described above and shown in the figures. For the sake of simplicity, a detailed description of the known method is omitted here. In the above embodiments, several specific steps are described and shown as examples. However, the method process of the present application is not limited to the specific steps described and shown, and those skilled in the art can make various changes, modifications and additions, or change the order between the steps after understanding the spirit of the present application.

[0172] The functional blocks shown in the above-described block diagram can be implemented as hardware, software, firmware or a combination thereof. When implemented in hardware, it can be, for example, an electronic circuit, an application specific integrated circuit (ASIC), appropriate firmware, a plug-in, a function card, etc. When implemented in software, the elements of the present application are programs or code segments that are used to perform the required tasks. The program or code segment can be stored in a machine-readable medium, or transmitted on a transmission medium or a communication link by a data signal carried in a carrier wave. "Machine-readable medium" can include any medium capable of storing or transmitting information. Examples of machine-readable media include electronic circuits, semiconductor memory devices, ROM, flash memory, erasable ROM (EROM), floppy disks, CD-ROMs, optical disks, hard disks, optical fiber media, radio frequency (RF) links, etc. The code segment can be downloaded via a computer network such as the Internet, an intranet, etc.

[0173] It should also be noted that the exemplary embodiments mentioned in this application describe some methods or systems based on a series of steps or devices. However, this application is not limited to the order of the above steps, that is, the steps can be performed in the order mentioned in the embodiment, or in a different order from the embodiment, or several steps can be performed simultaneously.

[0174] Aspects of the present disclosure are described above with reference to the flowchart and / or block diagram of the method, device (system) and computer program product according to the embodiment of the present disclosure. It should be understood that each box in the flowchart and / or block diagram and the combination of each box in the flowchart and / or block diagram can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing device to produce a machine so that these instructions executed by the processor of the computer or other programmable data processing device enable the implementation of the function / action specified in one or more boxes of the flowchart and / or block diagram. Such a processor can be, but is not limited to, a general-purpose processor, a special-purpose processor, a special application processor, or a field programmable logic circuit. It can also be understood that each box in the block diagram and / or flowchart and the combination of boxes in the block diagram and / or flowchart can also be implemented by dedicated hardware that performs a specified function or action, or can be implemented by a combination of dedicated hardware and computer instructions.

[0175] The above are only specific implementation methods of the present application. Those skilled in the art can clearly understand that for the convenience and simplicity of description, the specific working processes of the systems, modules and units described above can refer to the corresponding processes in the aforementioned method embodiments, and will not be repeated here. It should be understood that the protection scope of the present application is not limited to this. Any technician familiar with the technical field can easily think of various equivalent modifications or replacements within the technical scope disclosed in this application, and these modifications or replacements should be included in the protection scope of this application.

Claims

1. An information processing method, characterized in that: Applied to a service audit system, the service audit system includes an audit application component located in a data center and multiple recording systems and multiple interface service components located in various institutions; the method includes: Obtaining a target audit data file through the audit application component, the target audit data file including target identification information, target dimension information and target translated text data, the target identification information including the target organization to which the target service belongs, the target dimension information including the recording storage path of the target service, and the target translated text data including text data corresponding to the recording file of the target service; Generate the target retrieval path according to the target identification information and the target dimension information; According to the target calling path, the target recording file is called from the recording system of the target organization through the interface service component of the target organization, so as to perform service audit on the target service according to the target recording file, the target dimension information and the target translated text data.

2. The information processing method according to claim 1, characterized in that: The obtaining of target audit data through the audit application component includes: Obtaining account authority information of the audit application through the audit application component; Obtain the target audit data file corresponding to the account authority information.

3. The information processing method according to claim 1 or 2, characterized in that: The target dimension information also includes the call serial number of the target service; Before obtaining the target audit data file, the method further includes: Acquire multiple preset dimension information and multiple preset translated text data in a preset time period, wherein the multiple preset dimension information includes recording storage paths of multiple preset services and call serial numbers of the multiple preset services, and the multiple preset translated text data includes text data corresponding to the recording files of the multiple preset services, and the multiple preset services include the target service; Matching the translated text data corresponding to each of the plurality of preset dimension information according to the call serial numbers of the plurality of preset services respectively; Respectively combining the plurality of preset dimension information and the translated text data corresponding to the plurality of preset dimension information to obtain data files corresponding to the plurality of preset services; Preset identification information is added to the data files corresponding to the plurality of preset services respectively to obtain a plurality of audit data files, wherein the preset identification information includes the organization to which the preset service belongs.

4. The information processing method according to claim 3, characterized in that: The service audit system also includes a recording collection component located in each institution; Before obtaining a plurality of preset dimension information and a plurality of preset translated text data in a preset time period, the method further includes: Acquire a plurality of preset call data files, wherein the plurality of preset call data files include call data files corresponding to the recording files of the plurality of preset services; The plurality of preset call data files are extracted by the recording collection components of the organizations to which the plurality of preset services respectively belong, so as to obtain the plurality of preset dimension information.

5. The information processing method according to claim 4, characterized in that: The service audit system further includes a recording translation component located in each institution. Before obtaining a plurality of preset dimension information and a plurality of preset translated text data in a preset time period, the method further includes: According to the recording storage paths of the preset services corresponding to the plurality of preset dimension information and the call serial numbers of the preset services, the recording files of the plurality of preset services are obtained through the recording collection components of the respective organizations to which the plurality of preset services belong; Formatting the recording files of the multiple preset services through the recording collection components of the organizations to which the multiple preset services belong, to obtain target format files corresponding to the multiple preset services; The target format files corresponding to the plurality of preset services are translated by the recording translation components of the organizations to which the plurality of preset services belong respectively, so as to obtain the plurality of preset translated text data.

6. The information processing method according to claim 5, characterized in that: Before acquiring the recording files of the plurality of preset services through the recording collection components of the respective organizations to which the plurality of preset services belong, the method further includes: The preset service files of each institution are collected through the multiple recording systems located in each institution respectively, and the preset service files include the recording files of the multiple preset services and the multiple preset call data files.

7. An information processing device, characterized in that: Applied to a service audit system, the service audit system includes an audit application component located in a data center and multiple recording systems and multiple interface service components located in various institutions; the device includes: An acquisition module, used to acquire a target audit data file through the audit application component, wherein the target audit data file includes target identification information, target dimension information, and target translated text data, wherein the target identification information includes a target organization to which a target service belongs, the target dimension information includes a recording storage path of the target service, and the target translated text data includes text data corresponding to the recording file of the target service; A generating module, used for generating the target calling path according to the target identification information and the target dimension information; A calling module is used to call the target recording file from the recording system of the target organization through the interface service component of the target organization according to the target calling path, so as to perform a service audit on the target service according to the target recording file, the target dimension information and the target translated text data.

8. An information processing device, characterized in that: The device comprises: a processor and a memory storing computer program instructions; when the processor executes the computer program instructions, the information processing method according to any one of claims 1 to 6 is implemented.

9. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer program instructions, and when the computer program instructions are executed by a processor, the information processing method according to any one of claims 1 to 6 is implemented.

10. A computer program product, characterized in that When the instructions in the computer program product are executed by a processor of an electronic device, the electronic device is enabled to execute the information processing method according to any one of claims 1 to 6.

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