Government affair service quality monitoring method, system and equipment based on large language model and medium

Abstract

The invention discloses a government affair service quality monitoring method, system and device based on a large language model and a medium, belongs to the technical field of natural language processing, and aims to solve the technical problem of how to improve the precision and objectiveness of government affair service quality evaluation and comprehensively improve the quality and management level of government affair services. According to the technical scheme, the method comprises the steps of voice collection and preprocessing: in a government affair service window, collecting dialogue recording data of a worker and an affair handling personnel through a microphone array, and preprocessing the recording data to obtain preprocessed recording data; speaker distinguishing: automatically distinguishing the identity of a speaker in the preprocessed recording data through voiceprint recognition and voice feature analysis technologies, and respectively extracting and marking the identity of the speaker to obtain the recording data after the identity of the speaker is separated; voice recognition; text analysis and evaluation; and performing feedback and rectification.

Description

Technical Field

[0001] The present invention relates to the field of natural language processing technology, and specifically to a government service quality monitoring method, system, device and medium based on a large language model. Background Art

[0002] Currently, the service quality of government service windows varies greatly, and the needs of the public cannot be fully met. This is mainly due to the following reasons:

[0003] (1) The supervisory mechanism is not perfect, as follows:

[0004] ① Inadequate internal supervision: Some government service window units have inadequate internal supervision mechanisms and weak supervisory capabilities, resulting in a lack of effective oversight and constraints on window staff's daily service behaviors and service quality. For example, internal supervision at some window units primarily relies on periodic inspections, making it difficult to promptly identify and correct problems in daily services.

[0005] ② Poor external oversight channels: Although local governments have generally established external oversight channels such as "good or bad review" systems for government services, complaint hotlines, and online platforms, some issues persist in their actual operation. For example, some complaint hotlines are delayed, busy, or unanswered, making it difficult for the public to file complaints. The online platform's complaint handling process is unclear, and feedback is delayed, resulting in low public satisfaction with the results of complaint handling.

[0006] (2) There are loopholes in personnel management, as follows:

[0007] ① Uneven staff quality: The source of staff at government service windows is complex, with some lacking strong professional skills and unfamiliarity with government service procedures, policies, and regulations. This leads to low service efficiency and quality. Furthermore, some window units arbitrarily rotate staff, impacting the continuity and stability of service.

[0008] ② Service awareness needs to be strengthened: Some window staff lack a strong sense of service and are indifferent and rude to the public. They even shirk responsibility and perform their duties perfunctorily, seriously affecting the overall image of government services. For example, some window staff fail to implement systems such as one-time notification and the first-come-first-served system, resulting in the public having to submit documents multiple times and making repeated trips.

[0009] (3) The service standards are not unified, as follows:

[0010] ① Non-standard service guidelines: Government service windows in different regions and departments differ in the development and publication of service guidelines. Some service guidelines are unclear and inaccurate, and contain catch-all clauses such as "other materials," causing inconvenience to the public. Furthermore, some service guidelines are not updated in a timely manner, and suspended matters remain online, leading to misunderstandings among the public.

[0011] ②Inconsistent service processes: The procedures for handling government service matters vary between different windows. Some windows do not operate in accordance with the prescribed procedures and standards, and there is a phenomenon of "two skins online and offline", which leads to a poor service experience for the public.

[0012] (4) Insufficient application of technology, as follows:

[0013] ① The level of informatization construction needs to be improved: Although various regions have actively promoted "Internet + Government Services", in actual applications, the informatization construction of some government service windows is still relatively lagging behind, the online service platform functions are not perfect, and the degree of data sharing is low, resulting in the public being unable to complete the entire process online and still having to go to the site to submit materials or handle relevant procedures.

[0014] ② Lack of technical supervision methods: In terms of service quality supervision, there is a lack of effective technical means to conduct real-time monitoring and data analysis of the entire window service process. For example, some places have not yet established a comprehensive electronic monitoring platform, making it impossible to accurately evaluate and effectively monitor the efficiency and quality of window services.

[0015] (5) Inadequate use of supervisory results, as follows:

[0016] ① An imperfect assessment and evaluation system: The current government service assessment and evaluation system focuses primarily on the completion of operational indicators, with relatively low weight given to aspects such as service quality and attitude, making it difficult to fully reflect the true level of window service. Furthermore, the assessment and evaluation indicators are not scientifically and rationally designed, lacking specificity and operability, resulting in assessment results that do not accurately reflect the quality of service.

[0017] ② Inadequate implementation of problem rectification: Some window units failed to promptly implement rectifications for issues discovered during the oversight process, resulting in a "perfunctory" approach. There was a lack of effective, long-term mechanisms to address recurring issues, leading to repeated problems.

[0018] Therefore, how to improve the accuracy and objectivity of government service quality assessment and comprehensively enhance the quality and management level of government services is a technical problem that needs to be solved urgently. Summary of the Invention

[0019] The technical task of the present invention is to provide a government service quality monitoring method, system, equipment and medium based on a large language model to solve the problem of how to improve the accuracy and objectivity of government service quality evaluation and comprehensively improve the quality and management level of government services.

[0020] The technical task of the present invention is achieved in the following manner: a method for monitoring the quality of government services based on a large language model, the method being as follows:

[0021] Voice collection and preprocessing: At government service windows, microphone arrays are used to collect recorded conversations between staff and service personnel, and the recorded data is preprocessed to obtain the preprocessed recorded data.

[0022] Speaker differentiation: The pre-processed recording data is automatically distinguished from the speaker identity in the recording data through voiceprint recognition and speech feature analysis technology, and the speaker identity is extracted and marked separately to obtain the recording data with speaker identity separation;

[0023] Speech recognition: After separating the speaker identities, the recording data is transcribed using a deep learning algorithm to generate corresponding text data;

[0024] Text analysis and evaluation: Use a large model to conduct in-depth analysis of text data and extract key information. The large model then quantitatively evaluates service quality based on preset evaluation criteria and, combined with business logic, provides a specific service quality score to obtain the evaluation results.

[0025] Feedback and rectification: The evaluation results are displayed to relevant management departments and window staff through a visual interface; if the service quality evaluation results are lower than the set threshold or there are obvious errors, a rectification notice will be automatically generated and notified to the relevant staff.

[0026] As a preference, the recording data is preprocessed as follows:

[0027] The recorded data is subjected to noise reduction processing to remove environmental noise and other interference signals, and the recorded data after noise reduction processing is obtained;

[0028] The noise-reduced recorded data is converted into an audio format to obtain pre-processed recorded data.

[0029] Preferably, during the transcription process of recording data from different speakers, common text errors are automatically identified and corrected to ensure the accuracy of the text content.

[0030] More preferably, the method further includes data storage and management, specifically as follows:

[0031] Store all recorded data, text data and evaluation results in the data storage system;

[0032] The data storage system supports data query and statistics, providing decision support for management departments;

[0033] Regularly back up data in the data storage system to ensure data security and integrity.

[0034] A government service quality monitoring system based on a large language model, the system comprising:

[0035] The voice collection and preprocessing module is used to collect conversation recordings at government service windows and perform noise reduction and format conversion processing;

[0036] Speaker differentiation module, used to distinguish different speakers in a conversation, extract and mark the speech separately, and obtain the recording data after the speaker identity is separated;

[0037] A speech recognition module, used to convert the recorded data after speaker identity separation into text data;

[0038] The text analysis and evaluation module is used to analyze text data, evaluate service quality based on government service business logic, and provide a service quality score;

[0039] The feedback and rectification module is used to feed back the evaluation results to relevant departments and personnel, and track the rectification of problems.

[0040] Preferably, the voice collection and preprocessing module uses a microphone array for voice collection, and performs noise reduction through data signal processing technology to remove environmental noise and other interference signals, obtain the recording data after noise reduction processing, and then convert the recording data after noise reduction processing into an audio format to obtain the preprocessed recording data.

[0041] Preferably, the speech recognition module uses a high-precision speech recognition algorithm to quickly and accurately transcribe the recorded data after speaker identity separation into text. During the transcription process of recorded data from different speakers, it automatically identifies and corrects common text errors to ensure the accuracy of the text content.

[0042] Preferably, the system further includes a data storage and management module for storing and managing recording data, text data and evaluation results.

[0043] An electronic device comprising: a memory and at least one processor;

[0044] Wherein, the memory stores a computer program;

[0045] The at least one processor executes the computer program stored in the memory, so that the at least one processor executes the government service quality monitoring method based on the large language model as described above.

[0046] A computer-readable storage medium stores a computer program, which can be executed by a processor to implement the government service quality monitoring method based on a large language model as described above.

[0047] The government service quality monitoring method, system, device, and medium based on a large language model of the present invention have the following advantages:

[0048] (1) This invention uses speaker differentiation technology to accurately identify the content of conversations between staff and the public at government service windows, extracting and independently processing the voice data of both parties. This solves the problem of existing supervision that cannot accurately distinguish the subjects of the conversation, ensures the accurate classification and analysis of the conversation content, and provides a clear data foundation for subsequent service quality evaluation.

[0049] (2) This invention uses advanced speech recognition technology to convert conversation recordings into text data. This technology can efficiently and accurately transcribe the content of conversations, solving the problems of inefficiency and inaccuracy caused by relying on manual recording in traditional supervision methods, and providing high-quality text materials for subsequent big data analysis;

[0050] (3) The present invention uses a large model to conduct in-depth analysis of text data, combined with the specific business logic of government services, to extract and evaluate key information in the service process. It can accurately identify problem points in the service, such as service attitude, business process execution, policy interpretation accuracy, etc., and give specific service quality scores based on preset evaluation standards. Through the analysis of the large model, the problem of the lack of scientific quantitative standards and insufficient integration of business logic in existing supervision is solved, and the service quality evaluation is made more accurate and objective.

[0051] (4) The present invention realizes real-time monitoring and dynamic evaluation of the service quality of government service windows, can promptly identify problems in the service process, and quickly notify relevant departments and personnel to make corrections through the system feedback mechanism, thus solving the problems of untimely feedback and inadequate rectification of problems in existing supervision, improving supervision efficiency and the ability to continuously improve service quality; the present invention aims to build an intelligent, precise, automated, and comprehensive government service window service quality supervision system to comprehensively improve the quality and management level of government services;

[0052] (5) The present invention is based on the arrangement of a government service window service quality supervision system based on speaker differentiation, speech recognition, and large-scale model analysis. Through advanced existing technical means, the conversations between government service window staff and the public are recorded, analyzed, and evaluated in real time. In combination with business logic, a specific score for service quality is given, thereby achieving accurate monitoring and scientific evaluation of service quality.

[0053] (6) This invention integrates advanced technologies such as speaker differentiation, speech recognition, and large-scale model analysis to achieve comprehensive monitoring and evaluation of the service quality of government service windows. This multi-technical integration approach can effectively address the limitations of existing supervision methods and improve the accuracy and efficiency of supervision;

[0054] (7) The present invention fully integrates the specific business logic of government services in service quality assessment and sets assessment criteria based on different business scenarios and key nodes. This assessment method combined with business logic can accurately identify problems in the service process and provide a scientific basis for improving service quality;

[0055] (8) The present invention achieves real-time monitoring and dynamic evaluation of service quality through an intelligent supervision and feedback mechanism, can automatically identify problems and trigger rectification notifications, ensure that problems are resolved in a timely manner, and improve the effectiveness of supervision and the ability to continuously improve service quality;

[0056] (IX) The present invention provides rich data support for management departments through data storage and management modules. Management departments can use query and statistical functions to gain an in-depth understanding of the current status and trends of service quality, provide a scientific basis for decision-making, and promote the overall improvement of government service levels. The present invention aims to build an intelligent, precise, and automated government service window service quality supervision system to comprehensively improve the quality and management level of government services.

[0057] (10) This invention integrates speaker differentiation, speech recognition, and large-scale model analysis technologies to construct an intelligent government service window service quality supervision system. Compared with traditional supervision methods, it has significant technical effects and advantages, as follows:

[0058] (1) Improve supervision efficiency, as follows:

[0059] 1. Automated processing: Traditional oversight methods rely on manual recording and review, which is inefficient and prone to errors. This invention uses automated voice capture, speaker differentiation, and speech recognition technology to process recorded conversations at government service windows in real time without manual intervention. For example, traditional manual recording and analysis of a conversation might take 10-15 minutes, while this invention can complete voice capture, transcription, and preliminary analysis in just 1-2 minutes.

[0060] ② Real-time monitoring and feedback: This invention can monitor the service quality of government service windows in real time and generate preliminary evaluation results within 5 minutes, identifying problems in a timely manner and providing feedback to relevant departments and personnel. Traditional supervision methods usually take hours or even days to complete a complete evaluation and feedback;

[0061] (2) Improve the accuracy of assessment, as follows:

[0062] ① Speaker differentiation accuracy: This invention uses advanced speaker differentiation technology to accurately identify different speakers in a conversation with a differentiation accuracy of over 98%, ensuring accurate classification and analysis of conversation content and avoiding misjudgment due to speaker confusion;

[0063] ② Speech recognition accuracy: This invention uses a deep learning algorithm to efficiently and accurately transcribe speech content into text, with a speech recognition accuracy of over 5%. Compared with traditional manual recording, its accuracy and completeness are greatly improved, providing a high-quality data foundation for subsequent text analysis;

[0064] ③ Evaluation accuracy: This invention uses a large model combined with business logic to evaluate service quality. It can accurately identify problem points in the service process, such as service attitude, business process execution, and policy interpretation accuracy. The accuracy of the evaluation results can reach over 90%. Compared with traditional supervision methods based on manual evaluation, its scientificity and objectivity are significantly improved.

[0065] (3) Enhance the comprehensiveness of supervision, as follows:

[0066] ① Coverage: Due to limited resources, traditional supervision methods can usually only conduct spot checks on services at certain windows or during certain time periods, resulting in low coverage. This invention can record and analyze every service at all government service windows in real time, achieving 100% coverage and ensuring that no service quality issues are missed;

[0067] ② Multi-dimensional evaluation: This invention evaluates service quality from multiple dimensions, including service attitude (such as tone and wording), business process execution (such as whether notification is provided in one go, whether operations are carried out according to procedures), and the accuracy of policy interpretation. Compared with traditional single-dimensional evaluation methods, this invention can more comprehensively reflect the quality of service and provide a more comprehensive basis for service improvement.

[0068] (4) Promote the improvement of service quality, as follows:

[0069] ① Problem rectification efficiency: This invention uses an intelligent feedback mechanism to automatically trigger rectification notifications within 10 minutes of discovering service quality issues and track rectification progress. Traditional supervision methods usually take days or even weeks from problem discovery to initiation of rectification, resulting in low rectification efficiency. The rapid feedback mechanism of this invention can significantly shorten the rectification cycle and improve problem-solving efficiency.

[0070] ② Long-term improvement effect: Through the data storage and management module, the present invention can store and analyze service quality data for a long time. Management departments can use query and statistical functions to gain an in-depth understanding of the current status and trends of service quality, providing a scientific basis for decision-making. For example, by analyzing the service quality data of the past three months, recurring problems can be identified and targeted improvement suggestions can be made. This data-driven decision support can effectively promote the overall improvement of government service levels.

[0071] (5) Reduce supervision costs, as follows:

[0072] ① Labor costs: Traditional supervision methods require a large number of manpower for on-site inspections, recording, and analysis, which is very costly. This invention significantly reduces reliance on manpower through automated processing and intelligent analysis. For example, if a government service hall uses traditional supervision methods, it may require 10 man-days of manpower per month; however, with this invention, only one person is needed per month for system maintenance and problem rectification tracking.

[0073] ② Time cost: Since the present invention can process and provide feedback in real time, it reduces a lot of waiting time and repetitive work in traditional supervision methods, significantly reducing time costs. For example, traditional supervision methods may take one week to complete a complete assessment and rectification, while the present invention can complete the same work in one day.

[0074] In summary, the present invention can significantly improve the efficiency, accuracy and comprehensiveness of government service window service quality supervision, promote the continuous improvement of service quality, and reduce supervision costs, providing strong technical support for the high-quality development of government services. BRIEF DESCRIPTION OF THE DRAWINGS

[0075] The present invention will be further described below with reference to the accompanying drawings.

[0076] Attachment Figure 1 This is a flowchart of the government service quality monitoring method based on the large language model. DETAILED DESCRIPTION

[0077] The government service quality monitoring method, system, device and medium based on a large language model of the present invention are described in detail below with reference to the drawings and specific embodiments of the specification.

[0078] Example 1:

[0079] As attached Figure 1 As shown, this embodiment provides a government service quality monitoring method based on a large language model, the method is as follows:

[0080] S1. Voice collection and preprocessing: At the government service window, the microphone array is used to collect the recorded data of the conversation between the staff and the service personnel, and the recorded data is preprocessed to obtain the preprocessed recorded data;

[0081] S2. Speaker Identification: The pre-processed recording data is subjected to voiceprint recognition and speech feature analysis technology to automatically identify the speaker identity in the recording data, and the speaker identity is extracted and marked separately to obtain the recording data after speaker identity separation;

[0082] S3, Speech Recognition: Using a deep learning algorithm, the recorded data after speaker identity separation is transcribed from different speakers to generate corresponding text data;

[0083] S4. Text Analysis and Evaluation: The big model conducts in-depth analysis of text data to extract key information. The big model then quantitatively evaluates service quality based on pre-set evaluation criteria and, combined with business logic, provides a specific service quality score to obtain the evaluation results.

[0084] S5. Feedback and rectification: The evaluation results are displayed to relevant management departments and window staff through a visual interface. If the service quality evaluation results are lower than the set threshold or there are obvious errors, a rectification notice will be automatically generated and notified to the relevant staff.

[0085] The pre-processing of the recorded data in step S1 of this embodiment is specifically as follows:

[0086] S101, performing noise reduction processing on the recorded data to remove environmental noise and other interference signals, and obtaining the noise-reduced recorded data;

[0087] S102: Convert the noise-reduced recorded data into an audio format to obtain pre-processed recorded data.

[0088] In the process of transcribing the recording data of different speakers in step S3 of this embodiment, common text errors are automatically identified and corrected to ensure the accuracy of the text content.

[0089] This embodiment also includes data storage and management, as follows:

[0090] ①Store all recording data, text data and evaluation results in the data storage system;

[0091] ②The data storage system supports data query and statistics, providing decision support for management departments;

[0092] ③ Regularly back up data in the data storage system to ensure data security and integrity.

[0093] Example 2:

[0094] This embodiment provides a government service quality monitoring system based on a large language model, which includes:

[0095] The voice collection and preprocessing module is used to collect conversation recordings at government service windows and perform noise reduction and format conversion processing;

[0096] Speaker differentiation module, used to distinguish different speakers in a conversation, extract and mark the speech separately, and obtain the recording data after the speaker identity is separated;

[0097] A speech recognition module, used to convert the recorded data after speaker identity separation into text data;

[0098] The text analysis and evaluation module is used to analyze text data, evaluate service quality based on government service business logic, and provide a service quality score;

[0099] The feedback and rectification module is used to feed back the evaluation results to relevant departments and personnel, and track the rectification of problems.

[0100] The voice collection and preprocessing module in this embodiment uses a microphone array for voice collection, and performs noise reduction processing through data signal processing technology to remove environmental noise and other interference signals, obtain the recorded data after noise reduction processing, and then convert the recorded data after noise reduction processing into an audio format to obtain the preprocessed recorded data.

[0101] The speech recognition module in this embodiment uses a high-precision speech recognition algorithm to quickly and accurately transcribe the recorded data after speaker identity separation into text. During the transcription process of recorded data from different speakers, it automatically identifies and corrects common text errors to ensure the accuracy of the text content.

[0102] This embodiment also includes a data storage and management module for storing and managing recording data, text data and evaluation results.

[0103] The working process of the system is as follows:

[0104] (1) At government service windows, microphone arrays are used to collect recordings of conversations between staff and the public. The recorded data is first processed for noise reduction to remove ambient noise and other interfering signals, and then converted into an audio format suitable for subsequent processing;

[0105] (2) The pre-processed recording data enters the speaker differentiation module. The speaker differentiation module automatically distinguishes the identities of the speakers in the conversation (staff or clerk) through voiceprint recognition and speech feature analysis technology, and extracts and marks their voices respectively;

[0106] (3) The separated voice data enters the voice recognition module respectively. The voice recognition module uses a deep learning algorithm to transcribe the voices of staff and office personnel and generate corresponding text data. During the transcription process, the voice recognition module automatically identifies and corrects common voice recognition errors to ensure the accuracy of the text content.

[0107] (4) The text data enters the text analysis and evaluation module, which uses the big model to conduct in-depth analysis of the text content and extract key information, such as service attitude, business process execution, and policy interpretation accuracy. The big model quantitatively evaluates the service quality based on the preset evaluation criteria and gives a specific service quality score based on the business logic. The evaluation results will be stored in the data storage and management module.

[0108] (5) The evaluation results will be displayed to relevant management departments and window staff through a visual interface; for conversations with low service quality or obvious problems, a rectification notice will be automatically generated to remind relevant personnel to make rectifications in a timely manner; after the rectification is completed, the rectification status will be tracked and evaluated to ensure that the problem is effectively resolved;

[0109] (6) All recording data, text data, evaluation results, etc. are stored in a secure data storage system; the data storage module supports data query and statistical functions to provide decision support for management departments; at the same time, data is backed up regularly to ensure data security and integrity.

[0110] Example 3:

[0111] This embodiment also provides an electronic device, including: a memory and at least one processor;

[0112] wherein the memory stores computer-executable instructions;

[0113] The at least one processor executes the computer-executable instructions stored in the memory, so that the at least one processor executes the government service quality monitoring method based on a large language model in any embodiment of the present invention.

[0114] The processor may be a central processing unit (CPU), other general-purpose processors, digital signal processors (DSPs), application-specific integrated circuits (ASICs), field-programmable gate arrays (FPGAs) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The processor may be a microprocessor or any conventional processor, etc.

[0115] The memory can be used to store computer programs and / or modules. The processor implements various functions of the electronic device by running or executing the computer programs and / or modules stored in the memory, and calling the data stored in the memory. The memory can mainly include a program storage area and a data storage area. The program storage area can store an operating system, at least one application required for a function, etc.; the data storage area can store data created based on the use of the terminal, etc. In addition, the memory can also include high-speed random access memory and non-volatile memory, such as a hard disk, internal memory, a plug-in hard disk, a smart memory card (SMC), a secure digital (SD) card, a flash memory card, at least one disk storage period, a flash memory device, or other volatile solid-state memory devices.

[0116] Example 4:

[0117] This embodiment also provides a computer-readable storage medium storing a plurality of instructions, which are loaded by a processor to cause the processor to execute the government service quality monitoring method based on a large language model according to any embodiment of the present invention. Specifically, a system or device equipped with a storage medium can be provided, wherein the storage medium stores software program code that implements the functions of any of the above-described embodiments, and a computer (or CPU or MPU) of the system or device can read and execute the program code stored in the storage medium.

[0118] In this case, the program code itself read from the storage medium can realize the function of any one of the above-mentioned embodiments, and thus the program code and the storage medium storing the program code constitute part of the present invention.

[0119] Examples of storage media for providing program code include floppy disks, hard disks, magneto-optical disks, optical disks (e.g., CD-ROMs, CD-Rs, CD-RWs, DVD-ROMs, DVD-RYMs, DVD-RWs, DVD+RWs), magnetic tapes, non-volatile memory cards, and ROMs. Alternatively, the program code may be downloaded from a server computer via a communications network.

[0120] In addition, it should be clear that the functions of any of the above embodiments can be achieved not only by executing the program code read by the computer, but also by enabling the operating system operating on the computer to complete part or all of the actual operations based on the instructions of the program code.

[0121] In addition, it can be understood that the program code read from the storage medium is written into the memory provided in the expansion board inserted into the computer or into the memory provided in the expansion unit connected to the computer, and then based on the instructions of the program code, the CPU installed on the expansion board or expansion unit is enabled to perform part or all of the actual operations, thereby realizing the functions of any of the above embodiments.

[0122] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit it. Although the present invention has been described in detail with reference to the above embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the above embodiments, or replace some or all of the technical features therein with equivalents. However, these modifications or replacements do not cause the essence of the corresponding technical solutions to deviate from the scope of the technical solutions of the embodiments of the present invention.

Claims

1. A government service quality monitoring method based on a large language model, characterized in that: The method is as follows: Voice collection and preprocessing: At government service windows, microphone arrays are used to collect recorded conversations between staff and service personnel, and the recorded data is preprocessed to obtain the preprocessed recorded data. Speaker differentiation: The pre-processed recording data is automatically distinguished from the speaker identity in the recording data through voiceprint recognition and speech feature analysis technology, and the speaker identity is extracted and marked separately to obtain the recording data with speaker identity separation; Speech recognition: After separating the speaker identities, the recording data is transcribed using a deep learning algorithm to generate corresponding text data; Text analysis and evaluation: Use a large model to conduct in-depth analysis of text data and extract key information. The large model then quantitatively evaluates service quality based on preset evaluation criteria and, combined with business logic, provides a specific service quality score to obtain the evaluation results. Feedback and rectification: The evaluation results are displayed to relevant management departments and window staff through a visual interface; if the service quality evaluation results are lower than the set threshold or there are obvious errors, a rectification notice will be automatically generated and notified to the relevant staff.

2. The government service quality monitoring method based on a large language model according to claim 1 is characterized in that: The preprocessing of the recorded data is as follows: The recorded data is subjected to noise reduction processing to remove environmental noise and other interference signals, and the recorded data after noise reduction processing is obtained; The noise-reduced recorded data is converted into an audio format to obtain pre-processed recorded data.

3. The government service quality monitoring method based on a large language model according to claim 1 is characterized in that: During the transcription process of recordings from different speakers, common text errors are automatically identified and corrected to ensure the accuracy of the text content.

4. The government service quality monitoring method based on a large language model according to any one of claims 1 to 3, characterized in that: The method also includes data storage and management, as follows: Store all recorded data, text data and evaluation results in the data storage system; The data storage system supports data query and statistics, providing decision support for management departments; Regularly back up data in the data storage system to ensure data security and integrity.

5. A government service quality monitoring system based on a large language model, characterized by: The system includes: The voice collection and preprocessing module is used to collect conversation recordings at government service windows and perform noise reduction and format conversion processing; Speaker differentiation module, used to distinguish different speakers in a conversation, extract and mark the speech separately, and obtain the recording data after the speaker identity is separated; A speech recognition module, used to convert the recorded data after speaker identity separation into text data; The text analysis and evaluation module is used to analyze text data, evaluate service quality based on government service business logic, and provide a service quality score; The feedback and rectification module is used to feed back the evaluation results to relevant departments and personnel, and track the rectification of problems.

6. The government service quality monitoring system based on a large language model according to claim 5 is characterized in that: The voice collection and preprocessing module uses a microphone array to collect voice, and performs noise reduction through data signal processing technology to remove environmental noise and other interference signals, obtain the recorded data after noise reduction processing, and then convert the recorded data after noise reduction processing into an audio format to obtain the preprocessed recorded data.

7. The government service quality monitoring system based on a large language model according to claim 5 is characterized in that: The speech recognition module uses a high-precision speech recognition algorithm to quickly and accurately transcribe the recorded data after speaker identity separation into text. During the transcription process of recorded data from different speakers, it automatically identifies and corrects common text errors to ensure the accuracy of the text content.

8. The government service quality monitoring system based on a large language model according to any one of claims 5 to 7, characterized in that: The system also includes a data storage and management module for storing and managing recording data, text data and evaluation results.

9. An electronic device, characterized in that: include: memory and at least one processor; Wherein, the memory stores a computer program; The at least one processor executes the computer program stored in the memory, so that the at least one processor executes the government service quality monitoring method based on a large language model as described in any one of claims 1 to 4.

10. A computer-readable storage medium, characterized in that The computer-readable storage medium stores a computer program, which can be executed by a processor to implement the government service quality monitoring method based on a large language model as described in any one of claims 1 to 4.

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