Recording quality inspection method and system

Abstract

The embodiment of the invention mainly relates to the technical field of recording quality inspection, in particular to a recording quality inspection method and system. The invention discloses a recording quality inspection method, and the method comprises the steps: S2, receiving a recording to be subjected to quality inspection and a quality inspection rule, which are uploaded by a user, creating a quality inspection task bar for the received recording to be subjected to quality inspection and the quality inspection rule, the quality inspection task bar comprises a task name and a task state, and setting the task state of the quality inspection task bar as a first task state; and S4, searching the quality inspection task bar of which the task state is the first task state, converting the recorded sound to be subjected to quality inspection corresponding to the searched quality inspection task bar into a text to be subjected to quality inspection, and setting the task state of the quality inspection task bar as a second task state. According to the recording quality inspection method and system provided by the embodiment of the invention, the call center can be helped to carry out recording quality inspection, the call center only needs to upload the recording to be subjected to quality inspection and the quality inspection rule to the recording quality inspection system when having a recording quality inspection requirement, and the recording quality inspection system can comprehensively feed back the recording quality inspection result.

Description

Technical Field

[0001] The embodiments of this specification mainly relate to the technical field of recording quality inspection, and specifically to a recording quality inspection method and system. Background Art

[0002] A call center is a place or system that centrally manages and handles a large number of telephone calls. It is set up to provide customer service, technical support, sales and marketing services. A call center is usually composed of a group of customer service representatives or customer support representatives who are responsible for answering calls from customers and providing corresponding help and answers.

[0003] In order to monitor and evaluate the quality of telephone conversations with customer service representatives or customer support representatives, it is necessary to conduct quality inspection of call center telephone recordings to help improve service quality, ensure compliance, resolve complaints and disputes, and provide performance evaluation and reward and punishment mechanisms.

[0004] The existing recording quality inspection method is that the quality inspector of the call center uses auxiliary equipment such as a voice detection server to inspect the recordings to be inspected. However, since the quality inspection efficiency of the quality inspector is relatively low, when the call center has a large number of recordings to be inspected, the quality inspector can only randomly select / purposely select some of the recordings to be inspected for quality inspection, and it is difficult for the quality inspector to complete the quality inspection of all the recordings to be inspected. Summary of the invention

[0005] In view of the problems existing in the prior art, the embodiments of this specification propose a recording quality inspection method and system, and the technical solution is as follows: In a first aspect, an embodiment of the present specification provides a recording quality inspection method, comprising: Step S2. Receive the recordings to be inspected and the quality inspection rules uploaded by the user, and create a quality inspection task bar for the received recordings to be inspected and the quality inspection rules, the quality inspection task bar includes a task name and a task status, and the task status of the quality inspection task bar is set to the first task status; Step S4. Find a quality inspection task bar whose task status is the first task status, convert the quality inspection recording corresponding to the found quality inspection task bar into a quality inspection text, and set the task status of the quality inspection task bar to the second task status; Step S6. Find a quality inspection task bar whose task status is the second task status, and perform quality inspection on the to-be-inspected text corresponding to the found quality inspection task bar according to the quality inspection rules to obtain a quality inspection result, and set the task status of the quality inspection task bar to the third task status; Step S8. Search for a quality inspection task bar whose task status is the third task status, send the quality inspection result corresponding to the found quality inspection task bar to the user, and set the task status of the quality inspection task bar to the fourth task status.

[0006] Preferably, step S2 specifically includes: Step S21. Receive a start signal for uploading the recording to be inspected; Step S22. Create a quality inspection folder to store the recording data package and quality inspection rules uploaded by the user, and one quality inspection folder stores one recording data package and the quality inspection rules corresponding to the recording data package. One recording data package includes multiple recordings to be quality inspected, and the quality inspection rules are stored through the quality inspection rule text; Step S23. Receive a signal indicating that the recording to be inspected has finished uploading; Step S24. Create a quality inspection task bar according to the quality inspection folder. One quality inspection task bar is created for each quality inspection folder. The task bar name of the quality inspection task bar is the same as the folder name of the quality inspection folder. Step S25: Set the task status of the created quality inspection task bar to the first task status.

[0007] Preferably, step S4 specifically includes: Step S41. Find a quality inspection task bar whose task status is the first task status; Step S42. Determine the number of times the quality inspection task bar is found when the task state is the first task state. If the number is 1, step S43 is triggered and the process returns to step S41. Otherwise, the process returns to step S41 directly. Step S43. Obtain a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar; Step S44. Convert the recordings to be inspected in the inspection folder into texts to be inspected corresponding to the recordings to be inspected; Step S45: Set the task status of the quality inspection task bar to the second task status.

[0008] Preferably, step S44 specifically includes: S441. Start the recording to be inspected, and identify the first voiceprint and the second voiceprint through the recording to be inspected; S442. Restart the recording to be inspected, convert the recording to be inspected into text, and when the recording to be inspected changes from the first voiceprint to the second voiceprint or from the second voiceprint to the first voiceprint, wrap the text; S443. Input a line of text into the machine learning model to obtain a text phrase corresponding to the line of text; repeat step S443 until all lines of text have obtained corresponding text phrases; S444. Store all text phrases in the text to obtain the text to be inspected.

[0009] Preferably, step S6 comprises: Step S61. Find a quality inspection task bar whose task status is the second task status; Step S62. Determine the number of times the quality inspection task bar is found when the task state is the second task state. If the number is 1, step S63 is triggered and the process returns to step S61. Otherwise, the process returns to step S61 directly. Step S63. Obtain a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar; Step S64. The texts to be inspected in the quality inspection folder are inspected in turn according to the quality inspection rules to obtain quality inspection results corresponding to the texts to be inspected, and all quality inspection results are stored in the same quality inspection result text; Step S65. Set the task status of the quality inspection task bar to the third task status; Step S64 specifically includes: Step S641. Obtain a text to be inspected, and obtain a phrase to be inspected in the text to be inspected; Step S642. Obtain a quality inspection rule in the quality inspection rule text, where the quality inspection rule includes a quality inspection phrase and a quality inspection tag; Step S643. Match the phrase to be inspected with the quality inspection phrases in the quality inspection rules. When the phrase to be inspected matches at least one quality inspection phrase, the text to be inspected is determined to be abnormal and the quality inspection tag of the quality inspection rule is assigned to the text to be inspected. Otherwise, the text to be inspected is determined to be normal. Step S644. Determine whether there is a quality inspection rule in the quality inspection rule text that does not match the text to be quality inspected. If there is a quality inspection rule that does not match, return to step S642; otherwise, go to step S645; Step S645. When the text to be quality inspected is determined to be normal each time, the quality inspection result of the text to be quality inspected is determined to be normal; when the text to be quality inspected is determined to be abnormal at least once, the quality inspection result of the text to be quality inspected is determined to be abnormal, and the quality inspection label of the text to be quality inspected is assigned to the quality inspection result.

[0010] In a second aspect, an embodiment of the present specification provides a recording quality inspection system, including: A quality inspection task bar creation module is used to receive the recordings to be inspected and the quality inspection rules uploaded by the user, and create a quality inspection task bar for the received recordings to be inspected and the quality inspection rules, the quality inspection task bar includes a task name and a task status, and the task status of the quality inspection task bar is set to the first task status; The to-be-inspected text conversion module is used to search for a quality inspection task bar whose task status is the first task status, and convert the to-be-inspected recording corresponding to the found quality inspection task bar into the to-be-inspected text, and set the task status of the quality inspection task bar to the second task status; The quality inspection result acquisition module is used to find the quality inspection task bar whose task status is the second task status, and to perform quality inspection on the to-be-quality-inspected text corresponding to the found quality inspection task bar through the quality inspection rules to obtain the quality inspection result, and to set the task status of the quality inspection task bar to the third task status; The quality inspection result sending module is used to find the quality inspection task bar with the task status of the third task status, send the quality inspection result corresponding to the found quality inspection task bar to the user, and set the task status of the quality inspection task bar to the fourth task status.

[0011] Preferably, the quality inspection task bar creation module includes: A recording upload start signal receiving unit, used to receive a recording upload start signal to be inspected; The recording and rule storage unit is used to create a quality inspection folder to store the recording data package and quality inspection rules uploaded by the user, and one quality inspection folder stores one recording data package and the quality inspection rules corresponding to the recording data package. One recording data package includes multiple recordings to be quality inspected, and the quality inspection rules are stored through the quality inspection rule text; A recording upload completion signal receiving unit, used to receive a recording upload completion signal to be inspected; A quality inspection task bar creation unit is used to create a quality inspection task bar according to a quality inspection folder. One quality inspection task bar is created for each quality inspection folder. The task bar name of the quality inspection task bar is the same as the folder name of the quality inspection folder. The first task state setting unit is used to set the task state of the created quality inspection task bar to the first task state.

[0012] Preferably, the text conversion module to be inspected includes: A first task bar searching unit, used for searching a quality inspection task bar whose task status is a first task status; A first task bar search times determination unit, used to determine the number of times the quality inspection task bar is found when the task state is the first task state; A first quality inspection folder acquisition unit is used to acquire a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar; A text conversion unit, used for converting the recordings to be inspected in the quality inspection folder into texts to be inspected corresponding to the recordings to be inspected one by one; The second task state setting unit is used to set the task state of the quality inspection task bar to the second task state.

[0013] Preferably, the text conversion unit comprises: The voiceprint recognition subunit is used to start the recording to be inspected and recognize the first voiceprint and the second voiceprint through the recording to be inspected; The text acquisition subunit is used to restart the recording to be inspected, convert the recording to be inspected into text, and wrap the text when the recording to be inspected changes from the first voiceprint to the second voiceprint or from the second voiceprint to the first voiceprint; A text phrase acquisition subunit, used for inputting a line of text into a machine learning model to obtain a text phrase corresponding to the line of text; The text to be checked forms a subunit, which is used to store all text phrases in the text to obtain the text to be checked.

[0014] Preferably, the quality inspection result acquisition module includes: A second task bar searching unit, used for searching a quality inspection task bar whose task status is the second task status; A second task bar search times determination unit, used to determine the number of times the quality inspection task bar is found when the task state is the second task state; A second quality inspection folder acquisition unit is used to acquire a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar; The quality inspection result acquisition unit is used to perform quality inspection on the texts to be quality inspected in the quality inspection folder in turn according to the quality inspection rules to obtain quality inspection results corresponding to the texts to be quality inspected, and all quality inspection results are stored in the same quality inspection result text; A third task state setting unit, used to set the task state of the quality inspection task bar to a third task state; The quality inspection result acquisition unit includes: The phrase-to-be-checked acquisition subunit is used to acquire a text to be checked and acquire the phrase-to-be-checked in the text to be checked; The quality inspection rule acquisition subunit is used to acquire a quality inspection rule in the quality inspection rule text, and the quality inspection rule includes a quality inspection phrase and a quality inspection tag; The text to be inspected determination subunit is used to match the phrase to be inspected with the quality inspection phrases in the quality inspection rules. When the phrase to be inspected matches at least one quality inspection phrase, the text to be inspected is determined to be abnormal and the quality inspection label of the quality inspection rule is assigned to the text to be inspected. Otherwise, the text to be inspected is determined to be normal. The quality inspection rule text determination subunit is used to determine whether there is a quality inspection rule in the quality inspection rule text that is not matched with the text to be quality inspected; The quality inspection result determination subunit is used to determine the quality inspection result of the text to be quality inspected as normal when the text to be quality inspected is determined to be normal each time; when the text to be quality inspected is determined to be abnormal at least once, the quality inspection result of the text to be quality inspected is determined to be abnormal, and the quality inspection label of the text to be quality inspected is assigned to the quality inspection result.

[0015] Beneficial Effects The recording quality inspection method and system of the embodiments of the present specification can help call centers to perform recording quality inspection. When there is a need for recording quality inspection, the call center only needs to upload the recording to be inspected and the quality inspection rules to the recording quality inspection system. After receiving the uploaded recording to be inspected and the quality inspection rules, the recording quality inspection system can create corresponding quality inspection folders and quality inspection task bars for the recording to be inspected and the quality inspection rules, and first convert the recording to be inspected into a text to be inspected through the quality inspection folder and the quality inspection task bar, and then perform quality inspection on the text to be inspected to obtain the quality inspection result, and finally feed back the quality inspection result to the call center. No matter how many recordings to be inspected the call center has, the recording quality inspection system can comprehensively and relatively quickly feed back the recording quality inspection result. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] Figure 1 A flowchart of a recording quality inspection method provided in an embodiment of this specification; Figure 2 This is a schematic diagram of the structure of the recording quality inspection system provided in the embodiments of this specification. DETAILED DESCRIPTION

[0017] Embodiments of the present specification will be described in more detail below with reference to the accompanying drawings.

[0018] Embodiment 1: A recording quality inspection method, such as Figure 1 As shown, including: Step S2. Receive the recordings to be inspected and the quality inspection rules uploaded by the user, and create a quality inspection task bar for the received recordings to be inspected and the quality inspection rules, the quality inspection task bar including the task name and task status, and the task status of the quality inspection task bar is set to the first task status.

[0019] The recording quality inspection method of this embodiment can be used by different call centers. When a call center has a recording quality inspection demand, it can upload the recording to be inspected to the recording quality inspection system. The recording quality inspection system uses the recording quality inspection method of this embodiment to inspect the recording to be inspected uploaded by the call center and obtain the quality inspection results. Finally, the recording quality inspection system feeds back the quality inspection results to the corresponding call center.

[0020] When a call center needs to conduct a recording quality inspection, all the recordings to be inspected are first put into a data package, and the format of the recordings to be inspected needs to be set in advance as required. Then open the recording quality inspection system and press the "Start Recording Upload" button. At this time, a data package upload area and a quality inspection rule filling area will appear on the system interface. The call center operator only needs to drag and drop the data package of the recording to be inspected to the data package upload area, and then fill in the quality inspection rules in the quality inspection rule filling area.

[0021] Quality inspection rules include quality inspection phrases and quality inspection labels. A quality inspection rule includes a quality inspection label and multiple quality inspection phrases. Quality inspection rules can be related to insulting words. For example, the quality inspection label of a quality inspection rule can be: insulting; the quality inspection phrases of the quality inspection rule can be: stupid, fool, really stupid, too stupid. Quality inspection rules can also be related to commercial secrets, legally prohibited words, etc. When the call center operator sets up all the quality inspection rules, he presses the "Upload" button, and the recording quality inspection data package and the corresponding quality inspection rules will be uploaded to the recording quality inspection system.

[0022] If the call center has other recording quality inspection data packages to upload, then the same operation can be performed. Just drag and drop the recording data package to be inspected to the data package upload area, and then fill in the corresponding quality inspection rules in the quality inspection rule filling area. After the quality inspection rules are filled in, press the "Upload" button, and the recording quality inspection data package and the corresponding quality inspection rules will be uploaded to the recording quality inspection system. If the call center has no other recording quality inspection data packages to upload, just press the "End Recording Upload" button. After that, the call center only needs to wait for the recording quality inspection system to feedback the recording quality inspection results.

[0023] In this embodiment, step S2 specifically includes: Step S21: Receive a signal to start uploading the recording to be inspected.

[0024] When an operator of a call center (assuming user A in this embodiment) presses the "Start Uploading Recordings" button on the recording quality inspection system, the server of the recording quality inspection system will receive a start signal for uploading the recordings to be inspected from user A. At this time, the server of the recording quality inspection system will allocate a storage space for receiving and storing the recordings to be inspected and the quality inspection rules uploaded by user A.

[0025] Step S22. Create a quality inspection folder to store the recording data package and quality inspection rules uploaded by the user, and one quality inspection folder stores one recording data package and the quality inspection rules corresponding to the recording data package. One recording data package includes multiple recordings to be quality inspected, and the quality inspection rules are stored through the quality inspection rule text.

[0026] When user A uploads a recording data package, the server of the recording quality inspection system will create a quality inspection folder in the corresponding storage space to store the recording data package and the quality inspection rules corresponding to the recording data package. The name of the quality inspection folder can be user name + upload time + upload batch. For example, the name of a quality inspection folder can be XX Co., Ltd. XX year XX month XX day XX hour XX minute 1st batch.

[0027] In this embodiment, it is assumed that user A has uploaded two recording data packages: recording data package No. 1 and recording data package No. 2. The server of the recording quality inspection system stores recording data package No. 1 in the quality inspection folder No. 1 named "User A XX year XX month XX day XX hour 21 minute first batch", and also stores the quality inspection rule text No. 1 corresponding to recording data package No. 1 in the quality inspection folder No. 1. Recording data package No. 2 is stored in the quality inspection folder No. 2 named "User A XX year XX month XX day XX hour 23 minute second batch", and also stores the quality inspection rule text No. 2 corresponding to recording data package No. 2 in the quality inspection folder No. 2.

[0028] Step S23: Receive a signal indicating that uploading of the recording to be inspected is complete.

[0029] When user A has finished uploading all the recording data packets and presses the "end of recording upload" button on the recording quality inspection system, the server of the recording quality inspection system will receive a signal from user A that the uploading of the recording to be inspected has ended.

[0030] Step S24. Create a quality inspection task bar according to the quality inspection folder. One quality inspection task bar is created for each quality inspection folder. The task bar name of the quality inspection task bar is the same as the folder name of the quality inspection folder.

[0031] When the server of the recording quality inspection system receives the signal from user A that the recording to be inspected has finished uploading, it will create a quality inspection task bar for the quality inspection folder. For example, a quality inspection task bar No. 1 is created in the quality inspection folder No. 1, and the name of the quality inspection task bar No. 1 is the same as the name of the quality inspection folder No. 1, which is also "User A XX year XX month XX day XX hour 21 minute first batch". A quality inspection task bar No. 2 is created in the quality inspection folder No. 2, and the name of the quality inspection task bar No. 2 is the same as the name of the quality inspection folder No. 2, which is also "User A XX year XX month XX day XX hour 23 minute second batch".

[0032] The created quality inspection task bars can be arranged in the recording quality inspection system in the order of creation time, and the earlier the quality inspection task bars are created, the higher they are arranged. The recording quality inspection system can also display the arranged quality inspection task bars through the task bar display interface, so as to facilitate the staff of the recording quality inspection system to understand the general situation of the recording quality inspection.

[0033] Step S25: Set the task status of the created quality inspection task bar to the first task status.

[0034] When the quality inspection folder has created the corresponding quality inspection task bar, the server of the recording quality inspection system will immediately set the task status of the quality inspection task bar to the first task status. For example, this embodiment will set the task status of the No. 1 quality inspection task bar named "A user XX year XX month XX day XX hour 21 minute first batch" to the first task status, and will also set the task status of the No. 2 quality inspection task bar named "A user XX year XX month XX day XX hour 23 minute second batch" to the first task status.

[0035] like Figure 1 As shown, the recording quality inspection method of this embodiment also includes: Step S4. Search for a quality inspection task bar whose task status is the first task status, convert the recording to be inspected corresponding to the found quality inspection task bar into a text to be inspected, and set the task status of the quality inspection task bar to the second task status.

[0036] The recording quality inspection system will automatically search for the quality inspection task bar at regular intervals, find the quality inspection task bar with the first task status, and convert the recording to be quality inspected in the recording data package in the quality inspection folder corresponding to the found quality inspection task bar into text to be quality inspected.

[0037] In this embodiment, step S4 specifically includes: Step S41: Search for a quality inspection task bar whose task status is the first task status.

[0038] The quality inspection task bar is traversed in order to find the first quality inspection task bar whose task status is the first task status. For example, the quality inspection task bar found in this embodiment may be the quality inspection task bar No. 1 named "User A XX year XX month XX day XX hour 21 minute first batch".

[0039] Step S42. Determine the number of times the quality inspection task bar is found when the task state is the first task state. When the number is 1, trigger step S43 and return to step S41, otherwise directly return to step S41.

[0040] Since the quality inspection task bar No. 1 is found for the first time when the task status is the first task status, it is necessary to return to step S41 after triggering step S43.

[0041] At this point, two steps will be carried out simultaneously: First aspect: Step S43: Obtain a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar.

[0042] The name of quality inspection task bar No. 1 is "User A's first batch on XX year XX month XX day XX hour 21 minute", so the quality inspection folder No. 1 named "User A's first batch on XX year XX month XX day XX hour 21 minute" can be found through the name of the quality inspection task bar.

[0043] Step S44: Convert the recordings to be inspected in the quality inspection folder into texts to be inspected that correspond one to one with the recordings to be inspected.

[0044] Assuming that there are 88 recordings to be inspected in the recording data package of quality inspection folder No. 1, the recording quality inspection system will convert the 88 recordings to be inspected into texts to be inspected in turn, that is, quality inspection folder No. 1 will eventually get 88 texts to be inspected, and the text content in the texts to be inspected is the recording content of the recording to be inspected.

[0045] It takes a certain amount of time to convert the recordings to be checked into texts, and the specific time is determined by the number of recordings to be checked and the duration of the recordings to be checked. If the number of recordings to be checked is large or the duration is long, the conversion process will be longer. If the number of recordings to be checked is small or the duration is short, the conversion process will be faster.

[0046] Specifically, step S44 includes: S441. Start the recording to be inspected, and identify the first voiceprint and the second voiceprint through the recording to be inspected.

[0047] Assuming that there are only two people talking in a recording to be checked, since each person has a different voiceprint, two different voiceprints can be extracted from the recording to be checked. When extracting voiceprints, the recording to be checked does not need to be read completely, but only a part of the recording to be checked needs to be read. Therefore, the first voiceprint and the second voiceprint can be obtained soon after the recording to be checked is started.

[0048] The specific method of extracting the first voiceprint and the second voiceprint is as follows: First, obtain the first recording segment (from the start of the quality inspection recording to the first pause), and calculate the fundamental frequency value, formant frequency value, intonation value and vocal tract characteristic value (i.e., the first voiceprint feature) of the first recording segment, then obtain the second recording segment (from the first recording segment to the first pause of the quality inspection recording), and calculate the fundamental frequency value, formant frequency value, intonation value and vocal tract characteristic value (i.e., the second voiceprint feature) of the second recording segment. Then calculate the similarity value of the two voiceprint features. When the first recording segment and the second recording segment are made by two different people, the similarity value of the two voiceprint features will be less than the set threshold. When the first and second recording segments are made by the same person, the similarity value of the two voiceprint features will be greater than the set threshold. At this time, it is necessary to continue to obtain the third recording segment (the recording to be inspected from the second recording segment to the first pause), and calculate the fundamental frequency value, formant frequency value, intonation value and vocal tract feature value (i.e. the third voiceprint feature) of the third recording segment. Then calculate the similarity value of the third voiceprint feature with the first voiceprint feature (or the second voiceprint feature). When the third recording segment and the first recording segment (or the second recording segment) are made by two different people, the similarity value of the two voiceprint features will be less than the set threshold, otherwise continue to obtain the fourth recording segment.

[0049] This embodiment assumes that the similarity value between the first voiceprint feature and the second voiceprint feature is less than the set threshold, which means that the first recording segment and the second recording segment are made by two different people. Then, it is determined which of the fundamental frequency value, formant frequency value, intonation value and vocal tract feature value in the first voiceprint feature and the second voiceprint feature has the largest difference. This embodiment assumes that the fundamental frequency value has the largest difference, so this embodiment uses the fundamental frequency value in the first voiceprint feature as the first voiceprint of this step, and uses the fundamental frequency value in the second voiceprint feature as the second voiceprint of this step.

[0050] S442. Restart the recording to be inspected, convert the recording to be inspected into text, and when the recording to be inspected changes from the first voiceprint to the second voiceprint or from the second voiceprint to the first voiceprint, wrap the text.

[0051] After the first voiceprint and the second voiceprint are extracted, this step will re-read the recording to be inspected to obtain the text corresponding to the voice data. The setting of the first voiceprint and the second voiceprint separates the originally uninterrupted text, and a line of text corresponds to a speech of a person. Suppose a recording to be inspected is: first someone A speaks (abbreviated as speech a1), then someone B speaks (abbreviated as speech b1), then someone A speaks (abbreviated as speech a2), and finally someone B speaks (abbreviated as speech b2). Then, speech a1 is recorded in the first line of text as a speech of someone A; speech b1 is recorded in the second line of text as a speech of someone B; speech a2 is recorded in the third line of text as a speech of someone A; speech b2 is recorded in the fourth line of text as a speech of someone B. Separating the text lines makes it easier to extract subsequent text phrases.

[0052] Specifically, it is assumed that the first voiceprint and the second voiceprint of this embodiment are fundamental frequency values. Then, first obtain the first recording segment (from the start of the quality inspection recording to the first pause), then convert the first recording segment into text and store it in the first line of the text, then calculate the fundamental frequency value 1 of the first recording segment, and compare the fundamental frequency value 1 with the fundamental frequency values ​​of the first voiceprint and the second voiceprint. When the fundamental frequency value 1 is closer to the fundamental frequency value of the first voiceprint, the first recording segment is judged to belong to the first voiceprint, otherwise the first recording segment is judged to belong to the second voiceprint. This embodiment assumes that the first recording segment belongs to the first voiceprint.

[0053] Then, the second recording segment is obtained (the recording to be inspected from the first recording segment to the first pause), and the fundamental frequency value 2 of the second recording segment is calculated, and the fundamental frequency value 2 is compared with the fundamental frequency values ​​of the first voiceprint and the second voiceprint. When the fundamental frequency value 2 is closer to the fundamental frequency value of the first voiceprint, the second recording segment is judged to belong to the first voiceprint, otherwise the second recording segment is judged to belong to the second voiceprint. If the second recording segment belongs to the second voiceprint, it belongs to a different voiceprint from the first recording segment (that is, it is sent by two different people), and the second recording segment is converted into text and stored in the second line of the text. If the second recording segment belongs to the first voiceprint, it belongs to the same voiceprint as the first recording segment (that is, it is sent by the same person), and the second recording segment is converted into text and continues to be stored in the first line of the text. This embodiment assumes that the second recording segment belongs to the second voiceprint, so the second recording segment is converted into text and stored in the second line of the text.

[0054] Then, the third recording segment is obtained (the recording to be inspected from the second recording segment to the first pause), and the fundamental frequency value 3 of the third recording segment is calculated, and the fundamental frequency value 3 is compared with the fundamental frequency values ​​of the first voiceprint and the second voiceprint. When the fundamental frequency value 3 is closer to the fundamental frequency value of the first voiceprint, the third recording segment is judged to belong to the first voiceprint, otherwise the third recording segment is judged to belong to the second voiceprint. If the third recording segment belongs to the first voiceprint, it belongs to a different voiceprint from the second recording segment (that is, it is sent by two different people), and the third recording segment is converted into text and stored in the third line of the text. If the third recording segment belongs to the second voiceprint, it belongs to the same voiceprint as the second recording segment (that is, it is sent by the same person), and the third recording segment is converted into text and continues to be stored in the second line of the text. This embodiment assumes that the third recording segment belongs to the second voiceprint, so the third recording segment is converted into text and continues to be stored in the second line of the text.

[0055] Continue to repeat this step until all the recording segments are converted into text and stored in the text.

[0056] S443. Input a line of text into the machine learning model to obtain a text phrase corresponding to the line of text. Repeat step S443 until all lines of text have obtained corresponding text phrases.

[0057] The machine learning model is not specifically limited, and can be, for example, a large natural language model. Before being used, the machine learning model has been trained with a large amount of text with text phrase tags. The machine learning model can understand the semantics of the corresponding line of text to a certain extent, and can thus extract text phrases more comprehensively and accurately.

[0058] S444. Store all text phrases in the text to obtain the text to be inspected.

[0059] This step integrates all the text phrases and stores them in the text, thereby forming a text to be inspected. The subsequent step S641 needs to obtain the phrases to be inspected in the text to be inspected, and the text phrases in the text to be inspected formed in this step can be directly used as the phrases to be inspected required to be obtained in step S641, that is, the text to be inspected formed in this step makes the subsequent step S641 operation easier.

[0060] Step S45: Set the task status of the quality inspection task bar to the second task status.

[0061] When all the recordings to be inspected in the recording data package of the quality inspection folder No. 1 are converted into texts to be inspected, the recording quality inspection system will set the task status of the quality inspection task bar No. 1 to the second task status.

[0062] Second aspect: Continue to step S41. Search for a quality inspection task bar whose task status is the first task status.

[0063] Based on the quality inspection task bar No. 1, the quality inspection task bar is traversed in order to find the second quality inspection task bar whose task status is the first task status. For example, the quality inspection task bar found in this embodiment may be the quality inspection task bar No. 2 named "User A XX year XX month XX day XX hour 23 minute second batch".

[0064] Then continue with step S42... If the quality inspection task bar No. 2 is found for the first time when the task status is the first task status, then return to step S41 after triggering step S43; if the quality inspection task bar No. 2 is not found for the first time when the task status is the first task status, then directly return to step S41. In this embodiment, since the quality inspection task bar No. 2 is also found for the first time when the task status is the first task status, it is also necessary to trigger step S43 before returning to step S41.

[0065] Since there are only quality inspection task bar No. 1 and quality inspection task bar No. 2 in this embodiment, when returning to step S41 again, it will be found that the entire traversal process of the quality inspection task bar is over. It is necessary to wait for a certain period of time (for example, 5 minutes) before continuing the traversal search step of the quality inspection task bar with the task status of the first task status.

[0066] Assume that after a certain period of time, the task status of quality inspection task bar No. 1 is still the first task status (because the recording data package of its corresponding quality inspection folder No. 1 contains more recordings to be inspected, and the conversion time is longer), and the task status of quality inspection task bar No. 2 becomes the second task status (because the recording data package of its corresponding quality inspection folder No. 2 contains fewer recordings to be inspected, and the conversion time is faster), and a new quality inspection task bar No. 3 is added (the task status of quality inspection task bar No. 3 is the first task status).

[0067] The specific process of re-performing step S4 is as follows: Because the task status of quality inspection task bar No. 1 is still the first task status, quality inspection task bar No. 1 is found first. However, because quality inspection task bar No. 1 is not the first time it is found when the task status is the first task status, there is no need to trigger the quality inspection text conversion step, but continue to find the next quality inspection task bar. Since the task status of quality inspection task bar No. 2 is the second task status, it is directly skipped and will not be found. Because the task status of quality inspection task bar No. 3 is the first task status, quality inspection task bar No. 3 will be found next. Because quality inspection task bar No. 3 is the first time it is found when the task status is the first task status, it is necessary to trigger the quality inspection text conversion step before continuing to find the next quality inspection task bar. Since there are only 3 quality inspection task bars at present, the entire traversal process of the current quality inspection task bar is over. It is necessary to wait for a certain period of time before continuing the traversal search step of the quality inspection task bar with the task status of the first task status.

[0068] like Figure 1 As shown, the recording quality inspection method of this embodiment also includes: Step S6. Find the quality inspection task bar whose task status is the second task status, and perform quality inspection on the text to be quality inspected corresponding to the found quality inspection task bar through quality inspection rules to obtain a quality inspection result, and set the task status of the quality inspection task bar to the third task status.

[0069] The recording quality inspection system will automatically search for the quality inspection task bar at regular intervals, find the quality inspection task bar with the task status of the second task status, and perform quality inspection on the text to be inspected in the quality inspection folder corresponding to the found quality inspection task bar through the quality inspection rules to obtain the quality inspection result. Step S6 can be performed synchronously with step S4, step S4 is to search for the quality inspection task bar with the task status of the first task status, and step S6 is to search for the quality inspection task bar with the task status of the second task status.

[0070] In this embodiment, step S6 specifically includes: Step S61: Search for a quality inspection task bar whose task status is the second task status.

[0071] The quality inspection task bar is traversed in order to find the first quality inspection task bar whose task status is the second task status. For example, the quality inspection task bar found in this embodiment may be the No. 2 quality inspection task bar named "User A XX year XX month XX day XX hour 23 minute second batch".

[0072] Step S62. Determine the number of times the quality inspection task bar is found when the task state is the second task state. When the number is 1, trigger step S63 and return to step S61, otherwise directly return to step S61.

[0073] Since quality inspection task bar No. 2 is found for the first time when the task status is the second task status, it is necessary to return to step S61 after triggering step S63.

[0074] At this point, two steps will be carried out simultaneously: First aspect: Step S63: Obtain a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar.

[0075] The name of quality inspection task bar No. 2 is "User A's 2nd batch at XX / XX / XX / XX:23", so the quality inspection folder No. 2 named "User A's 2nd batch at XX / XX / XX / XX:23" can be found through the name of the quality inspection task bar.

[0076] Step S64: The texts to be inspected in the quality inspection folder are quality inspected in turn according to the quality inspection rules to obtain quality inspection results corresponding to the texts to be inspected, and all quality inspection results are stored in the same quality inspection result text.

[0077] Assuming that there are 6 texts to be quality inspected in quality inspection folder No. 2, the recording quality inspection system will inspect the 6 texts to be quality inspected in turn to obtain quality inspection results, that is, quality inspection folder No. 2 will eventually obtain 1 quality inspection result text, which stores 6 quality inspection results.

[0078] The quality inspection process takes a certain amount of time, and the specific time is determined by the number of texts to be inspected and the content of the texts to be inspected. If the number of texts to be inspected is large or the content is large, the quality inspection process will be longer. If the number of texts to be inspected is small or the content is small, the quality inspection process will be faster.

[0079] Step S65: Set the task status of the quality inspection task bar to the third task status.

[0080] When all the texts to be inspected in the quality inspection folder No. 2 have been quality inspected, the recording quality inspection system will set the task status of the quality inspection task bar No. 2 to the third task status.

[0081] Second aspect: Continue to step S61. Search for a quality inspection task bar whose task status is the second task status.

[0082] On the basis of the quality inspection task bar No. 2, the quality inspection task bars are continuously traversed in order to find the second quality inspection task bar whose task status is the second task status. In this embodiment, there are only three quality inspection task bars at present, and only the task status of the quality inspection task bar No. 2 is the second task status. Therefore, when returning to step S61 again, it will be found that the entire traversal process of the quality inspection task bars is over. It is necessary to wait for a certain period of time (for example, 8 minutes) before continuing the traversal and search step of the quality inspection task bar whose task status is the second task status.

[0083] Assume that after a certain period of time, the task status of quality inspection task bar No. 1 changes to the second task status, the task status of quality inspection task bar No. 2 is still the second task status, and the task status of quality inspection task bar No. 3 is still the first task status.

[0084] The specific process of re-performing step S6 is as follows: Because the task status of quality inspection task bar No. 1 is the second task status, quality inspection task bar No. 1 is found first, and because quality inspection task bar No. 1 is the first time it is found when the task status is the second task status, it is necessary to trigger the quality inspection step before continuing to find the next quality inspection task bar. Since the task status of quality inspection task bar No. 2 is still the second task status, quality inspection task bar No. 2 will be found next, but because quality inspection task bar No. 2 is not the first time it is found when the task status is the second task status, there is no need to trigger the quality inspection step again, but continue to find the next quality inspection task bar. Since the task status of quality inspection task bar No. 3 is the first task status, it is directly skipped and will not be found. Since there are only 3 quality inspection task bars at present, the entire traversal process of the current quality inspection task bar is over. It is necessary to wait for a certain period of time before continuing the traversal and search steps of the quality inspection task bar with the task status of the second task status.

[0085] Furthermore, step S64 of this embodiment specifically includes: Step S641: Obtain a text to be inspected, and obtain a phrase to be inspected in the text to be inspected.

[0086] Taking the No. 2 quality inspection task as an example, the recording quality inspection system first obtains the first text to be inspected in the No. 2 quality inspection folder, and then obtains the phrases to be inspected from the first text to be inspected. Assume that the phrases to be inspected obtained are X1, X2, X3, X4, X5, X6, X7, X8, X9 and X10.

[0087] Step S642: Obtain a quality inspection rule in the quality inspection rule text, where the quality inspection rule includes a quality inspection phrase and a quality inspection tag.

[0088] The recording quality inspection system then obtains the first quality inspection rule from the quality inspection rule text in the quality inspection folder No. 2. Assume that the quality inspection tag of the first quality inspection rule is AA, and the quality inspection phrases are A1, A2, A3, A4 and A5.

[0089] Step S643. Match the phrase to be quality checked with the quality check phrases in the quality check rules. When the phrase to be quality checked matches at least one quality check phrase, the text to be quality checked is determined to be abnormal and the quality check label of the quality check rule is assigned to the text to be quality checked. Otherwise, the text to be quality checked is determined to be normal.

[0090] The phrases to be checked are matched with the quality inspection phrases one by one. For example, first match the phrase X1 to be checked with the quality inspection phrase. If the phrase X1 to be checked matches the quality inspection phrase, then the subsequent phrases to be checked do not need to be matched, and the matching result of the first quality inspection rule is obtained; if the phrase X1 to be checked does not match the quality inspection phrase, then continue to match the phrase X2 to be checked... Assuming that in this embodiment, the phrase X2 to be inspected matches the phrase A3, then the result of the first text to be inspected relative to the first quality inspection rule is that the text to be inspected is abnormal, and the quality inspection label of the text to be inspected is AA.

[0091] Step S644. Determine whether there are any quality inspection rules in the quality inspection rule text that are not matched with the text to be quality inspected. If there are any quality inspection rules that are not matched, return to step S642; otherwise, go to step S645.

[0092] Assuming that there is a second quality inspection rule in the quality inspection rule text of the No. 2 quality inspection folder, then return to step S642 to obtain the second quality inspection rule in the quality inspection rule text. Assuming that the quality inspection label of the second quality inspection rule is BB, the quality inspection phrases are B1, B2, B3, B4 and B5. Then the phrases to be inspected X1, X2, X3, X4, X5, X6, X7, X8, X9, X10 are matched with the quality inspection phrases B1, B2, B3, B4, B5. When the phrases to be inspected X1 and the quality inspection phrases B2 match, it is determined that the result of the first text to be inspected relative to the second quality inspection rule is that the text to be inspected is abnormal, and the quality inspection label of the text to be inspected is BB. Assuming that there is no next quality inspection rule in the quality inspection rule text of the No. 2 quality inspection folder, then enter step S645.

[0093] Step S645. When the text to be quality inspected is determined to be normal each time, the quality inspection result of the text to be quality inspected is determined to be normal; when the text to be quality inspected is determined to be abnormal at least once, the quality inspection result of the text to be quality inspected is determined to be abnormal, and the quality inspection label of the text to be quality inspected is assigned to the quality inspection result.

[0094] In this embodiment, since the first text to be inspected is judged to be abnormal twice, and the inspection labels are AA and BB respectively, the inspection result of the first text to be inspected is abnormal, and the inspection labels of the inspection result are AA and BB.

[0095] Then, steps S641 to S645 are repeated to perform quality inspection on the second document to be inspected in the quality inspection folder No. 2. Assuming that the quality inspection result of the second document to be inspected is normal relative to the first quality inspection rule, and the quality inspection result relative to the second quality inspection rule is also normal, then the quality inspection result of the second document to be inspected is normal.

[0096] Continue to repeat steps S641 to S645 to perform quality inspection on the third document to be inspected in the quality inspection folder No. 2. Assume that the quality inspection result of the third document to be inspected is normal relative to the first quality inspection rule, and is abnormal relative to the second quality inspection rule, and the quality inspection label is BB. Then the quality inspection result of the third document to be inspected is abnormal, and the quality inspection label of the quality inspection result is BB.

[0097] Repeat steps S641 to S645 until the quality inspection results of the six documents to be inspected in the quality inspection folder No. 2 are obtained. Assume that the quality inspection result of the fourth document to be inspected is abnormal, and the quality inspection label of the quality inspection result is AA; the quality inspection result of the fifth document to be inspected is normal; and the quality inspection result of the sixth document to be inspected is normal.

[0098] At this point, the quality inspection results of all the texts to be inspected in the quality inspection folder No. 2 have been obtained, and these quality inspection results are stored in the quality inspection result text of the quality inspection folder No. 2 in chronological order.

[0099] like Figure 1 As shown, the recording quality inspection method of this embodiment also includes: Step S8. Search for a quality inspection task bar whose task status is the third task status, send the quality inspection result corresponding to the found quality inspection task bar to the user, and set the task status of the quality inspection task bar to the fourth task status.

[0100] The recording quality inspection system will automatically search for the quality inspection task bar at regular intervals, find the quality inspection task bar with the task status of the third task status, and send the quality inspection results in the quality inspection folder corresponding to the found quality inspection task bar to the user. After the quality inspection results are sent, the recording quality inspection system will set the task status of the corresponding quality inspection task bar to the fourth task status.

[0101] Step S8 can be performed synchronously with step S4 and step S6. Step S4 is to search for the quality inspection task bar with the first task status, step S6 is to search for the quality inspection task bar with the second task status, and step S8 is to search for the quality inspection task bar with the third task status.

[0102] The staff of the recording quality inspection system can see the quality inspection task bars of different task states on the display interface of the recording quality inspection system. When the task state of the quality inspection task bar is the fourth task state, the staff can manually delete the quality inspection task bar and the quality inspection folder corresponding to the quality inspection task bar.

[0103] The recording quality inspection method of the present embodiment can help the call center to perform recording quality inspection. When there is a need for recording quality inspection, the call center only needs to upload the recording to be inspected and the quality inspection rules to the recording quality inspection system. After receiving the uploaded recording to be inspected and the quality inspection rules, the recording quality inspection system can create corresponding quality inspection folders and quality inspection task bars for the recording to be inspected and the quality inspection rules, and first convert the recording to be inspected into a text to be inspected through the quality inspection folder and the quality inspection task bar, and then perform quality inspection on the text to be inspected to obtain the quality inspection result, and finally feed back the quality inspection result to the call center. No matter how many recordings to be inspected the call center has, the recording quality inspection system can comprehensively and relatively quickly feed back the recording quality inspection result.

[0104] In addition, this embodiment creates a quality inspection task bar for each quality inspection task (i.e., a quality inspection folder storing recorded data packets to be quality inspected), which includes a task name that is the same as the quality inspection folder name and a task status corresponding to the quality inspection status of the recorded data to be quality inspected in the quality inspection folder.

[0105] When the quality inspection folder (i.e., quality inspection task bar) is just created, the task status is the first status. The recording quality inspection system will automatically scan the task status of the quality inspection task bar. When a quality inspection task bar appears in the first status for the first time, the recording quality inspection system can automatically determine that the recording data to be inspected in the quality inspection folder with the same task name as the quality inspection task bar needs to be converted from the recording to be inspected to the text to be inspected, and then the recording quality inspection system will automatically trigger the quality inspection procedure of "converting the recording to be inspected to the text to be inspected" for the corresponding quality inspection folder.

[0106] When the recording to be inspected in a quality inspection folder is converted into text to be inspected, the task status of the quality inspection task bar corresponding to the quality inspection folder will automatically change to the second status. The recording quality inspection system will automatically scan the task status of the quality inspection task bar. When a quality inspection task bar appears in the second status for the first time, the recording quality inspection system can automatically determine that the text to be inspected in the quality inspection folder with the same task name as the quality inspection task bar needs to be inspected according to the quality inspection rules, and then the recording quality inspection system will automatically trigger the corresponding quality inspection folder to trigger the quality inspection procedure of "conducting quality inspection according to quality inspection rules to obtain quality inspection results".

[0107] When a quality inspection folder obtains the quality inspection result, the task status of the quality inspection task bar corresponding to the quality inspection folder will automatically change to the third status. The recording quality inspection system will automatically scan the task status of the quality inspection task bar. When a quality inspection task bar appears in the third status for the first time, the recording quality inspection system can automatically determine that the quality inspection folder with the same task name as the quality inspection task bar has obtained the quality inspection result and needs to be sent to the user. Then, the recording quality inspection system will automatically trigger the quality inspection procedure of "sending quality inspection results to users" for the corresponding quality inspection folder.

[0108] When a quality inspection folder has sent the quality inspection results to the user, the task status of the quality inspection task bar corresponding to the quality inspection folder will automatically change to the fourth status. The recording quality inspection system will automatically scan the task status of the quality inspection task bar. When a quality inspection task bar appears in the fourth status, the recording quality inspection system can automatically determine that the quality inspection folder with the same task name as the quality inspection task bar has completed the recording quality inspection operation.

[0109] This embodiment enables the recording quality inspection system to automatically and efficiently track each quality inspection task through the setting of the quality inspection task bar, and then enables the recording quality inspection system to process the relevant procedures for each quality inspection task in a timely manner, thereby improving the efficiency of recording quality inspection.

[0110] Embodiment 2: A recording quality inspection system, such as Figure 2 As shown, it includes: a quality inspection task bar creation module, a quality inspection text conversion module, a quality inspection result acquisition module and a quality inspection result sending module.

[0111] The quality inspection task bar creation module is used to receive the recordings and quality inspection rules uploaded by the user, and create a quality inspection task bar for the received recordings and quality inspection rules. The quality inspection task bar includes a task name and a task status, and the task status of the quality inspection task bar is set to the first task status.

[0112] The text conversion module for quality inspection is used to find a quality inspection task bar with a task status of the first task status, and convert the quality inspection recording corresponding to the found quality inspection task bar into the text for quality inspection, and set the task status of the quality inspection task bar to the second task status.

[0113] The quality inspection result acquisition module is used to find the quality inspection task bar whose task status is the second task status, and to perform quality inspection on the text to be quality inspected corresponding to the found quality inspection task bar through quality inspection rules to obtain the quality inspection result, and to set the task status of the quality inspection task bar to the third task status.

[0114] The quality inspection result sending module is used to find the quality inspection task bar whose task status is the third task status, and send the quality inspection result corresponding to the found quality inspection task bar to the user, and set the task status of the quality inspection task bar to the fourth task status.

[0115] Among them, the quality inspection task bar creation module includes: a recording upload start signal receiving unit, a recording and rule storage unit, a recording upload end signal receiving unit, a quality inspection task bar creation unit and a first task state setting unit. The recording upload start signal receiving unit is used to receive the recording upload start signal to be quality inspected. The recording and rule storage unit is used to create a quality inspection folder to store the recording data package and quality inspection rules uploaded by the user, and a quality inspection folder stores a recording data package and the quality inspection rules corresponding to the recording data package. A recording data includes multiple recordings to be quality inspected, and the quality inspection rules are stored through the quality inspection rule text. The recording upload end signal receiving unit is used to receive the recording upload end signal to be quality inspected. The quality inspection task bar creation unit is used to create a quality inspection task bar according to the quality inspection folder. One quality inspection folder corresponds to a quality inspection task bar, and the task bar name of the quality inspection task bar is the same as the folder name of the quality inspection folder. The first task state setting unit is used to set the task state of the created quality inspection task bar to the first task state.

[0116] The module for converting text to be inspected includes: a first task bar search unit, a first task bar search times determination unit, a first quality inspection folder acquisition unit, a text conversion unit, and a second task status setting unit. The first task bar search unit is used to search for a quality inspection task bar with a task status of the first task status. The first task bar search times determination unit is used to determine the number of times the quality inspection task bar is found when the task status is the first task status. The first quality inspection folder acquisition unit is used to obtain a quality inspection folder with a folder name that is the same as the task bar name of the quality inspection task bar. The text conversion unit is used to convert the recordings to be inspected in the quality inspection folder into texts to be inspected that correspond one to one to the recordings to be inspected. The second task status setting unit is used to set the task status of the quality inspection task bar to the second task status.

[0117] The text conversion unit includes: a voiceprint recognition subunit, a text character acquisition subunit, a text phrase acquisition subunit and a text to be inspected formation subunit.

[0118] The voiceprint recognition subunit is used to start the recording to be inspected, and identify the first voiceprint and the second voiceprint through the recording to be inspected. The text acquisition subunit is used to restart the recording to be inspected, convert the recording to be inspected into text, and when the recording to be inspected changes from the first voiceprint to the second voiceprint or from the second voiceprint to the first voiceprint, the text is wrapped. The text phrase acquisition subunit is used to input a line of text into the machine learning model to obtain a text phrase corresponding to the line of text. The text to be inspected formation subunit is used to store all text phrases in the text to obtain the text to be inspected.

[0119] The quality inspection result acquisition module includes: a second task bar search unit, a second task bar search times determination unit, a second quality inspection folder acquisition unit, a quality inspection result acquisition unit and a third task status setting unit. The second task bar search unit is used to search for a quality inspection task bar whose task status is the second task status. The second task bar search times determination unit is used to determine the number of times the quality inspection task bar is found when the task status is the second task status. The second quality inspection folder acquisition unit is used to acquire a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar. The quality inspection result acquisition unit is used to perform quality inspection on the text to be quality inspected in the quality inspection folder in turn through the quality inspection rules to obtain quality inspection results corresponding to the text to be quality inspected, and all quality inspection results are stored in the same quality inspection result text. The third task status setting unit is used to set the task status of the quality inspection task bar to the third task status.

[0120] The quality inspection result acquisition unit includes: a phrase acquisition subunit for quality inspection, a quality inspection rule acquisition subunit, a text determination subunit for quality inspection, a quality inspection rule text determination subunit and a quality inspection result determination subunit. The phrase acquisition subunit for quality inspection is used to acquire a text to be quality inspected and acquire the phrase to be quality inspected in the text to be quality inspected. The quality inspection rule acquisition subunit is used to acquire a quality inspection rule in the quality inspection rule text, and the quality inspection rule includes a quality inspection phrase and a quality inspection label. The text determination subunit for quality inspection is used to match the phrase to be quality inspected with the quality inspection phrase in the quality inspection rule. When the phrase to be quality inspected matches at least one quality inspection phrase, the text to be quality inspected is determined to be abnormal and the quality inspection label of the quality inspection rule is assigned to the text to be quality inspected, otherwise the text to be quality inspected is determined to be normal. The quality inspection rule text determination subunit is used to determine whether there is a quality inspection rule in the quality inspection rule text that does not match the text to be quality inspected. The quality inspection result determination subunit is used to determine the quality inspection result of the text to be quality inspected as normal when the text to be quality inspected is determined to be normal each time; when the text to be quality inspected is determined to be abnormal at least once, the quality inspection result of the text to be quality inspected is determined to be abnormal, and the quality inspection label of the text to be quality inspected is assigned to the quality inspection result.

[0121] The recording quality inspection system of the present embodiment can help the call center to perform recording quality inspection. When the call center has a recording quality inspection demand, it only needs to upload the recording to be inspected and the quality inspection rules to the recording quality inspection system. After receiving the uploaded recording to be inspected and the quality inspection rules, the recording quality inspection system can create corresponding quality inspection folders and quality inspection task bars for the recording to be inspected and the quality inspection rules, and first convert the recording to be inspected into a text to be inspected through the quality inspection folder and the quality inspection task bar, and then perform quality inspection on the text to be inspected to obtain the quality inspection result, and finally feed back the quality inspection result to the call center. No matter how many recordings to be inspected the call center has, the recording quality inspection system can comprehensively and relatively quickly feed back the recording quality inspection result.

[0122] Although some embodiments of the present specification are shown in the drawings, it should be understood that the present specification can be implemented in various forms and should not be interpreted as being limited to the embodiments described herein. Instead, these embodiments are provided for a more thorough and complete understanding of the present specification. It should be understood that the drawings and embodiments of the present specification are only for exemplary purposes and are not intended to limit the scope of protection of the present specification.

Claims

1. A recording quality inspection method, characterized in that: include: Step S2. Receive the recording to be quality inspected and the quality inspection rules uploaded by the user, and create a quality inspection task bar for the received recording to be quality inspected and the quality inspection rules, wherein the quality inspection task bar includes a task name and a task status, and the task status of the quality inspection task bar is set to the first task status; Step S4. Find a quality inspection task bar whose task status is the first task status, convert the recording to be inspected corresponding to the found quality inspection task bar into a text to be inspected, and set the task status of the quality inspection task bar to the second task status; Step S6. Find a quality inspection task bar whose task status is the second task status, and perform quality inspection on the to-be-inspected text corresponding to the found quality inspection task bar according to the quality inspection rules to obtain a quality inspection result, and set the task status of the quality inspection task bar to the third task status; Step S8. Search for a quality inspection task bar whose task status is the third task status, send the quality inspection result corresponding to the found quality inspection task bar to the user, and set the task status of the quality inspection task bar to the fourth task status.

2. The recording quality inspection method according to claim 1, characterized in that: The step S2 specifically includes: Step S21. Receive a start signal for uploading the recording to be inspected; Step S22. Create a quality inspection folder to store the recording data package and quality inspection rules uploaded by the user, and one of the quality inspection folders stores one recording data package and the quality inspection rules corresponding to the recording data package, one of the recording data includes multiple recordings to be quality inspected, and the quality inspection rules are stored through the quality inspection rule text; Step S23. Receive a signal indicating that the recording to be inspected has finished uploading; Step S24. Create a quality inspection task bar according to the quality inspection folder, one quality inspection task bar is created for each quality inspection folder, and the task bar name of the quality inspection task bar is the same as the folder name of the quality inspection folder; Step S25: Set the task status of the created quality inspection task bar to the first task status.

3. The recording quality inspection method according to claim 2, characterized in that: The step S4 specifically includes: Step S41. Find a quality inspection task bar whose task status is the first task status; Step S42. Determine the number of times the quality inspection task bar is found when the task state is the first task state, and when the number is 1, trigger step S43 and return to step S41, otherwise directly return to step S41; Step S43. Obtain a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar; Step S44. Convert the recordings to be inspected in the inspection folder into texts to be inspected corresponding to the recordings to be inspected one by one; Step S45: Setting the task status of the quality inspection task bar to the second task status.

4. The recording quality inspection method according to claim 3, characterized in that: The step S44 specifically includes: S441. Start the recording to be inspected, and identify the first voiceprint and the second voiceprint through the recording to be inspected; S442. Restart the recording to be inspected, convert the recording to be inspected into text, and when the recording to be inspected changes from the first voiceprint to the second voiceprint or from the second voiceprint to the first voiceprint, wrap the text; S443. Input a line of text into the machine learning model to obtain a text phrase corresponding to the line of text; repeat step S443 until all lines of text have obtained corresponding text phrases; S444. Store all the text phrases in a text to obtain a text to be quality inspected.

5. The recording quality inspection method according to claim 4, characterized in that: The step S6 comprises: Step S61. Find a quality inspection task bar whose task status is the second task status; Step S62. Determine the number of times the quality inspection task bar is found when the task state is the second task state, and when the number is 1, trigger step S63 and return to step S61, otherwise directly return to step S61; Step S63. Obtain a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar; Step S64. The texts to be inspected in the quality inspection folder are inspected in turn according to the quality inspection rules to obtain quality inspection results corresponding to the texts to be inspected, and all the quality inspection results are stored in the same quality inspection result text; Step S65. Setting the task status of the quality inspection task bar to the third task status; Wherein, the step S64 specifically includes: Step S641. Obtain a text to be inspected, and obtain a phrase to be inspected in the text to be inspected; Step S642. Obtain a quality inspection rule in the quality inspection rule text, wherein the quality inspection rule includes a quality inspection phrase and a quality inspection tag; Step S643. Match the phrase to be inspected with the inspection phrases in the inspection rule. When the phrase to be inspected matches at least one of the inspection phrases, determine that the text to be inspected is abnormal and assign the inspection label of the inspection rule to the text to be inspected. Otherwise, determine that the text to be inspected is normal. Step S644. Determine whether there is any quality inspection rule in the quality inspection rule text that is not matched with the to-be-inspected text, and if there is any quality inspection rule that is not matched, return to step S642, otherwise proceed to step S645; Step S645. When the text to be quality inspected is determined to be normal each time, the quality inspection result of the text to be quality inspected is determined to be normal; when the text to be quality inspected is determined to be abnormal at least once, the quality inspection result of the text to be quality inspected is determined to be abnormal, and the quality inspection label of the text to be quality inspected is assigned to the quality inspection result.

6. A recording quality inspection system, characterized in that: include: A quality inspection task bar creation module is used to receive the recording to be quality inspected and the quality inspection rules uploaded by the user, and create a quality inspection task bar for the received recording to be quality inspected and the quality inspection rules, wherein the quality inspection task bar includes a task name and a task status, and the task status of the quality inspection task bar is set to the first task status; The to-be-inspected text conversion module is used to search for a quality inspection task bar whose task status is the first task status, and convert the to-be-inspected recording corresponding to the found quality inspection task bar into the to-be-inspected text, and set the task status of the quality inspection task bar to the second task status; The quality inspection result acquisition module is used to find the quality inspection task bar whose task status is the second task status, and to perform quality inspection on the to-be-quality-inspected text corresponding to the found quality inspection task bar through the quality inspection rules to obtain the quality inspection result, and to set the task status of the quality inspection task bar to the third task status; The quality inspection result sending module is used to find the quality inspection task bar with the task status of the third task status, send the quality inspection result corresponding to the found quality inspection task bar to the user, and set the task status of the quality inspection task bar to the fourth task status.

7. The recording quality inspection system according to claim 6, characterized in that: The quality inspection task bar creation module includes: A recording upload start signal receiving unit, used to receive a recording upload start signal to be inspected; A recording and rule storage unit, used to create a quality inspection folder to store recording data packets and quality inspection rules uploaded by users, and one of the quality inspection folders stores one recording data packet and a quality inspection rule corresponding to the recording data packet, one of the recording data packets includes multiple recordings to be quality inspected, and the quality inspection rules are stored through quality inspection rule texts; A recording upload completion signal receiving unit, used to receive a recording upload completion signal to be inspected; A quality inspection task bar creation unit, used to create a quality inspection task bar according to the quality inspection folder, one quality inspection task bar is created for each quality inspection folder, and the task bar name of the quality inspection task bar is the same as the folder name of the quality inspection folder; The first task state setting unit is used to set the task state of the created quality inspection task bar to the first task state.

8. The recording quality inspection system according to claim 7, characterized in that: The text conversion module to be inspected includes: A first task bar searching unit, used for searching a quality inspection task bar whose task status is a first task status; A first task bar search times determination unit, used to determine the number of times the quality inspection task bar is found when the task state is the first task state; A first quality inspection folder acquisition unit is used to acquire a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar; A text conversion unit, used for converting the recordings to be inspected in the quality inspection folder into texts to be inspected corresponding to the recordings to be inspected one by one; The second task state setting unit is used to set the task state of the quality inspection task bar to the second task state.

9. The recording quality inspection system according to claim 8, characterized in that: The text conversion unit comprises: A voiceprint recognition subunit, used to start the recording to be inspected, and recognize the first voiceprint and the second voiceprint through the recording to be inspected; The text acquisition subunit is used to restart the recording to be inspected, convert the recording to be inspected into text, and wrap the text when the recording to be inspected changes from the first voiceprint to the second voiceprint or from the second voiceprint to the first voiceprint; A text phrase acquisition subunit, used for inputting a line of the text characters into a machine learning model to obtain a text phrase corresponding to the line of the text characters; The text to be checked forms a subunit, which is used to store all the text phrases in the text to obtain the text to be checked.

10. The recording quality inspection system according to claim 9, characterized in that: The quality inspection result acquisition module includes: A second task bar searching unit, used for searching a quality inspection task bar whose task status is the second task status; A second task bar search times determination unit, used to determine the number of times the quality inspection task bar is found when the task state is the second task state; A second quality inspection folder acquisition unit is used to acquire a quality inspection folder whose folder name is the same as the task bar name of the quality inspection task bar; A quality inspection result acquisition unit, used to perform quality inspection on the texts to be quality inspected in the quality inspection folder in turn according to the quality inspection rules to obtain quality inspection results corresponding to the texts to be quality inspected, and all the quality inspection results are stored in the same quality inspection result text; A third task state setting unit, used to set the task state of the quality inspection task bar to a third task state; Wherein, the quality inspection result acquisition unit includes: The phrase-to-be-checked acquisition subunit is used to acquire a text to be checked and acquire the phrase-to-be-checked in the text to be checked; A quality inspection rule acquisition subunit, used to acquire a quality inspection rule in the quality inspection rule text, wherein the quality inspection rule includes a quality inspection phrase and a quality inspection tag; The text to be inspected determination subunit is used to match the phrase to be inspected with the quality inspection phrases in the quality inspection rules. When the phrase to be inspected matches at least one of the quality inspection phrases, the text to be inspected is determined to be abnormal and the quality inspection tag of the quality inspection rule is assigned to the text to be inspected; otherwise, the text to be inspected is determined to be normal; A quality inspection rule text determination subunit is used to determine whether there is a quality inspection rule in the quality inspection rule text that is not matched with the text to be quality inspected; The quality inspection result determination subunit is used to determine the quality inspection result of the text to be quality inspected as normal when the text to be quality inspected is determined to be normal each time; when the text to be quality inspected is determined to be abnormal at least once, determine the quality inspection result of the text to be quality inspected as abnormal, and assign the quality inspection label of the text to be quality inspected to the quality inspection result.

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