Customer service dialogue quality inspection method and device, electronic equipment and storage medium

Abstract

The invention provides a customer service dialogue quality inspection method and device, electronic equipment and a storage medium, and the method comprises the steps: obtaining customer service dialogues of all merchants in response to a quality inspection period set by a user, and determining whether there is an illegal dialogue in the customer service dialogues according to a dialogue model library, all merchants including cooperative merchants and self-operated merchants, the dialogue model library comprises a first dialogue model and a second dialogue model; if yes, a violation work order corresponding to the violation merchant is generated according to the violation dialogue, and the violation work order comprises a violation type and a violation dialogue identifier; sending a violation work order to the violation merchant and determining whether the violation merchant succeeds in complaint in the complaint period; if yes, a complaint result is sent to a quality inspector, and a new violation work order is regenerated; and if not, generating a governance bill and a cost bill corresponding to the illegal merchant according to the illegal type and the illegal dialogue identifier. And the violation types are classified and a violation rate concept is introduced for merchant assessment, so that evaluation of service quality is facilitated.

Description

TECHNICAL FIELD

[0001] The present application relates to the field of dialogue quality inspection, in particular to a customer service dialogue quality inspection method and device, electronic equipment and storage medium. BACKGROUND

[0002] With the growth of the business system of Only, the customer volume is increasing, and the customer service center puts forward higher requirements for the supervision and control of customer service quality. As one of the important tools in the supervision of customer service quality, the quality inspection system needs to be intelligent and efficient.

[0003] Therefore, in order to improve the member experience, improve the conversion rate, promote the achievement of performance and good circulation, realize the win-win of self-operated suppliers / MP merchants and Only, it is necessary to do relevant quality inspection on the dialogue between the customer service and the member in the customer service project of the self-operated supplier / MP merchant. SUMMARY

[0004] Therefore, in order to improve the member experience, improve the conversion rate, promote the achievement of performance and good circulation, realize the win-win of self-operated suppliers / MP merchants and Only, it is necessary to do relevant quality inspection on the dialogue between the customer service and the member in the customer service project of the self-operated supplier / MP merchant.

[0005] In a first aspect, a customer service dialogue quality inspection method is provided, characterized in that the method comprises:

[0006] In response to a quality inspection period set by a user, obtaining customer service dialogues of all merchants and determining whether there is a violation dialogue in the customer service dialogues according to a dialogue model library, the all merchants including cooperative merchants and self-operated merchants, and the dialogue model library including a first dialogue model and a second dialogue model;

[0007] If yes, generating a violation work order corresponding to a violation merchant according to the violation dialogue, wherein the violation work order includes a violation type and a violation dialogue identifier;

[0008] Sending the violation work order to the violation merchant and determining whether the violation merchant is successful in appealing within an appeal period;

[0009] If yes, sending the appeal result to a quality inspector and regenerating a new violation work order;

[0010] If no, generating a governance single and a cost single corresponding to the violation merchant according to the violation type and the violation dialogue identifier.

[0011] In one embodiment, the obtaining of the customer service dialogues of all merchants and the determination of whether there is a violation dialogue in the customer service dialogues according to the dialogue model library comprises:

[0012] Determining a cooperation rule keyword according to the cooperation governance rule of the cooperative merchant and generating a first dialogue model corresponding to the cooperative merchant according to the cooperation rule keyword;

[0013] determining a self-operation rule keyword according to the self-operation management rule of the merchant and generating a second dialogue model corresponding to the self-operation merchant according to the self-operation rule keyword.

[0014] In one of the embodiments, the obtaining of the customer service dialogue of all the merchants and the determination of whether there is a rule violation dialogue in the customer service dialogue according to the dialogue model library comprises:

[0015] determining whether there is a problem dialogue in the customer service dialogue according to the dialogue model library;

[0016] if yes, generating an inspection list of the merchant according to the problem dialogue and sending the inspection list to an inspector;

[0017] in response to the inspection of the inspection list by the inspector, recording inspection work data of the inspector and determining whether the problem dialogue is a rule violation dialogue according to the inspection work data, wherein the inspection work data comprises an inspection result, an inspection dialogue amount of the problem dialogue and a rule violation dialogue amount of the rule violation dialogue;

[0018] if no, determining that the merchant has no rule violation.

[0019] In one of the embodiments, the determination of whether there is a problem dialogue in the customer service dialogue according to the dialogue model library comprises:

[0020] in response to the merchant being a cooperative merchant, determining whether a dialogue text of the customer service dialogue of the cooperative merchant hits a first dialogue model in the dialogue model library;

[0021] if yes, determining a rule violation type of the problem dialogue according to the hit first dialogue model;

[0022] if no, determining that the customer service dialogue has no problem dialogue;

[0023] in response to the merchant being a self-operation merchant, determining whether a dialogue text of the customer service dialogue of the self-operation merchant hits a second dialogue model in the dialogue model library;

[0024] if yes, determining a rule violation type of the problem dialogue according to the hit second dialogue model;

[0025] if no, determining that the customer service dialogue has no problem dialogue.

[0026] In one of the embodiments, the sending of the rule violation work order to the rule violation merchant and the determination of whether the rule violation merchant is successful in the appeal period comprise:

[0027] in response to the violating merchant being a cooperative merchant and receiving an appeal evidence file sent by the cooperative merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0028] if yes, determining that the cooperative merchant's appeal is successful and sending the appeal result to the quality inspector;

[0029] if no, determining that the cooperative merchant's appeal fails and generating the governance single and the cost single according to the violation type and the violation conversation identifier.

[0030] In one of the embodiments, the sending the violation work order to the violating merchant and determining whether the violating merchant's appeal is successful within the appeal period further includes:

[0031] in response to the violating merchant being a self-operated merchant and receiving an appeal evidence file sent by the self-operated merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0032] if yes, sending the appeal evidence file to a supply chain personnel and auditing whether the appeal evidence file passes through the supply chain personnel;

[0033] in response to the supply chain personnel auditing that the appeal evidence file passes, determining that the self-operated merchant's appeal is successful;

[0034] in response to the supply chain personnel auditing that the appeal evidence file does not pass, determining that the self-operated merchant's appeal fails and generating the governance single and the cost single according to the violation work order;

[0035] if no, determining that the self-operated merchant's appeal fails and generating the governance single and the cost single according to the violation type and the violation conversation identifier.

[0036] In one of the embodiments, the generating the governance single and the cost single corresponding to the violating merchant according to the violation type and the violation conversation identifier includes:

[0037] in response to the violating merchant being the cooperative merchant, calculating a violation rate corresponding to each violation type according to an inspection conversation amount and the violation conversation amount;

[0038] generating a governance single corresponding to the cooperative merchant according to a cooperative merchant governance rule corresponding to the cooperative merchant and the violation rate, wherein the governance single includes a quality inspection score and a governance penalty;

[0039] generate a fee sheet of the cooperative merchant according to the cooperative merchant fee rule corresponding to the cooperative merchant and the violation conversation quantity, wherein the fee sheet comprises a penalty fee;

[0040] in response to the violation merchant being the self-operated merchant, calculate a violation rate corresponding to each violation type according to the sampling conversation quantity and the violation conversation quantity;

[0041] generate a governance sheet corresponding to the self-operated merchant according to the self-operated merchant governance rule corresponding to the self-operated merchant and the violation rate, wherein the governance sheet comprises an inspection score and a governance penalty;

[0042] generate a fee sheet of the self-operated merchant according to the self-operated merchant fee rule corresponding to the self-operated merchant and the violation conversation quantity, wherein the fee sheet comprises a penalty fee.

[0043] In another aspect, a customer service conversation inspection device is also provided, and the device comprises:

[0044] An acquisition module, in response to a user setting an inspection period, is configured to acquire customer service conversations of all merchants and determine whether there is a violation conversation in the customer service conversations according to a conversation model library, wherein the all merchants comprise cooperative merchants and self-operated merchants, and the conversation model library comprises a first conversation model and a second conversation model;

[0045] A generation module, if yes, is configured to generate a violation work sheet corresponding to a violation merchant according to the violation conversation, wherein the violation work sheet comprises a violation type and a violation conversation identifier;

[0046] A determination module is configured to send the violation work sheet to the violation merchant and determine whether the violation merchant is successful in an appeal period;

[0047] A sending module, if yes, is configured to send an appeal result to an inspector and regenerate a new violation work sheet;

[0048] The generation module, if no, is further configured to generate a governance sheet and a fee sheet corresponding to the violation merchant according to the violation type and the violation conversation identifier.

[0049] In one of the embodiments, the acquisition module acquires customer service conversations of all merchants and determines whether there is a violation conversation in the customer service conversations according to a conversation model library before the acquisition module acquires the customer service conversations of all merchants and determines whether there is a violation conversation in the customer service conversations according to the conversation model library comprises:

[0050] determines a cooperative rule keyword according to the cooperative merchant governance rule of the cooperative merchant and generates a first conversation model corresponding to the cooperative merchant according to the cooperative rule keyword;

[0051] The self-operated rule keyword is determined according to self-operated merchant governance rules of the merchant, and the second dialogue model corresponding to the self-operated merchant is generated according to the self-operated rule keyword.

[0052] In one of the embodiments, the obtaining module obtains customer service dialogues of all merchants, and determines whether there is a problem dialogue in the customer service dialogue according to the dialogue model library, including:

[0053] determining whether there is a problem dialogue in the customer service dialogue according to the dialogue model library;

[0054] If yes, generating an inspection list of the merchant according to the problem dialogue and sending the inspection list to an inspector;

[0055] In response to the inspection of the inspection list by the inspector, recording the inspection work data of the inspector and determining whether the problem dialogue is a violation dialogue according to the inspection work data, wherein the inspection work data includes an inspection result, an inspection dialogue amount of the problem dialogue and a violation dialogue amount of the violation dialogue;

[0056] If no, it is determined that the merchant has no violation.

[0057] In one of the embodiments, the obtaining module determines whether there is a problem dialogue in the customer service dialogue according to the dialogue model library, including:

[0058] In response to the merchant being a cooperative merchant, it is determined whether the dialogue text of the customer service dialogue of the cooperative merchant hits the first dialogue model in the dialogue model library;

[0059] If yes, the violation type of the problem dialogue is determined according to the hit first dialogue model;

[0060] If no, it is determined that the customer service dialogue does not have the problem dialogue;

[0061] In response to the merchant being a self-operated merchant, it is determined whether the dialogue text of the customer service dialogue of the self-operated merchant hits the second dialogue model in the dialogue model library;

[0062] If yes, the violation type of the problem dialogue is determined according to the hit second dialogue model;

[0063] If no, it is determined that the customer service dialogue does not have the problem dialogue.

[0064] In one of the embodiments, the determining module sends the violation work order to the violation merchant and determines whether the violation merchant is successful in appealing within an appeal period, including:

[0065] in response to the violating merchant being a cooperative merchant and receiving an appeal evidence file sent by the cooperative merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through by the customer service personnel;

[0066] if yes, determining that the cooperative merchant's appeal is successful and sending the appeal result to the quality inspector;

[0067] if no, determining that the cooperative merchant's appeal fails and generating the governance single and the cost single according to the violation type and the violation conversation identifier.

[0068] In one of the embodiments, the determining module sending the violation work order to the violating merchant and determining whether the violating merchant's appeal is successful within the appeal period further comprises:

[0069] in response to the violating merchant being a self-operated merchant and receiving an appeal evidence file sent by the self-operated merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through by the customer service personnel;

[0070] if yes, sending the appeal evidence file to a supply chain personnel and auditing whether the appeal evidence file passes through by the supply chain personnel;

[0071] in response to the supply chain personnel auditing that the appeal evidence file passes through, determining that the self-operated merchant's appeal is successful;

[0072] in response to the supply chain personnel auditing that the appeal evidence file does not pass through, determining that the self-operated merchant's appeal fails and generating the governance single and the cost single according to the violation work order;

[0073] if no, determining that the self-operated merchant's appeal fails and generating the governance single and the cost single according to the violation type and the violation conversation identifier.

[0074] In one of the embodiments, the generating module generating the governance single and the cost single corresponding to the violating merchant according to the violation type and the violation conversation identifier comprises:

[0075] in response to the violating merchant being the cooperative merchant, calculating a violation rate corresponding to each violation type according to the sampling conversation quantity and the violation conversation quantity;

[0076] generating the governance single corresponding to the cooperative merchant according to the cooperative merchant governance rule corresponding to the cooperative merchant and the violation rate, wherein the governance single comprises a quality inspection score and a governance punishment;

[0077] generate a fee list of the cooperative merchant according to the cooperative merchant fee rule corresponding to the cooperative merchant and the violation conversation quantity, wherein the fee list comprises a penalty fee;

[0078] in response to the violation merchant being the self-operated merchant, calculate a violation rate corresponding to each violation type according to the sampling conversation quantity and the violation conversation quantity;

[0079] generate a governance list corresponding to the self-operated merchant according to the self-operated merchant governance rule corresponding to the self-operated merchant and the violation rate, wherein the governance list comprises an inspection score and a governance penalty;

[0080] generate a fee list of the self-operated merchant according to the self-operated merchant fee rule corresponding to the self-operated merchant and the violation conversation quantity, wherein the fee list comprises a penalty fee.

[0081] In still another aspect, an electronic device is provided, comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, wherein the processor implements the following steps when executing the computer program:

[0082] in response to a user setting an inspection period, acquire customer service conversations of all merchants and determine whether there is a violation conversation in the customer service conversations according to a conversation model library, wherein the all merchants comprise cooperative merchants and self-operated merchants, and the conversation model library comprises a first conversation model and a second conversation model;

[0083] if yes, generate a violation work order corresponding to a violation merchant according to the violation conversation, wherein the violation work order comprises a violation type and a violation conversation identifier;

[0084] send the violation work order to the violation merchant and determine whether the violation merchant is successful in appealing within an appeal period;

[0085] if yes, send an appeal result to an inspector and regenerate a new violation work order;

[0086] if no, generate a governance list and a fee list corresponding to the violation merchant according to the violation type and the violation conversation identifier.

[0087] In one embodiment, the processor implements the following steps when executing the computer program:

[0088] the acquisition of the customer service conversations of all merchants and the determination of whether there is a violation conversation in the customer service conversations according to the conversation model library comprises:

[0089] determine a cooperative rule keyword according to the cooperative merchant governance rule of the cooperative merchant and generate a first conversation model corresponding to the cooperative merchant according to the cooperative rule keyword;

[0090] The self-operated rule keyword is determined according to self-operated merchant governance rules of the merchant, and a second dialogue model corresponding to the self-operated merchant is generated according to the self-operated rule keyword.

[0091] In one of the embodiments, the processor, when executing the computer program, implements the following steps:

[0092] The customer service dialogue of all merchants is acquired, and it is determined whether there is a problem dialogue in the customer service dialogue according to a dialogue model library.

[0093] It is determined whether there is a problem dialogue in the customer service dialogue according to the dialogue model library.

[0094] If yes, an inspection list of the merchant is generated according to the problem dialogue, and the inspection list is sent to an inspector;

[0095] In response to the inspection of the inspection list by the inspector, inspection work data of the inspector is recorded, and it is determined whether the problem dialogue is a rule violation dialogue according to the inspection work data, wherein the inspection work data includes an inspection result, an inspection dialogue amount of the problem dialogue, and a rule violation dialogue amount of the rule violation dialogue.

[0096] If no, it is determined that the merchant has no rule violation.

[0097] In one of the embodiments, the processor, when executing the computer program, implements the following steps:

[0098] The determination whether there is a problem dialogue in the customer service dialogue according to the dialogue model library includes:

[0099] In response to the merchant being a cooperative merchant, it is determined whether dialogue text of the customer service dialogue of the cooperative merchant hits a first dialogue model in the dialogue model library;

[0100] If yes, a rule violation type of the problem dialogue is determined according to the hit first dialogue model;

[0101] If no, it is determined that the customer service dialogue does not have the problem dialogue;

[0102] In response to the merchant being a self-operated merchant, it is determined whether dialogue text of the customer service dialogue of the self-operated merchant hits a second dialogue model in the dialogue model library;

[0103] If yes, a rule violation type of the problem dialogue is determined according to the hit second dialogue model;

[0104] If no, it is determined that the customer service dialogue does not have the problem dialogue.

[0105] In one of the embodiments, the processor, when executing the computer program, implements the following steps:

[0106] sending the violation work order to the violating merchant and determining whether the violating merchant successfully appeals within an appeal period comprises:

[0107] in response to the violating merchant being a cooperative merchant and receiving an appeal evidence file sent by the cooperative merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0108] if yes, determining that the cooperative merchant successfully appeals and sending the appeal result to the quality inspector;

[0109] if no, determining that the cooperative merchant fails to appeal and generating the governance order and the cost order according to the violation type and the violation conversation identifier.

[0110] In one of the embodiments, the processor implements the following steps when executing the computer program:

[0111] sending the violation work order to the violating merchant and determining whether the violating merchant successfully appeals within an appeal period further comprises:

[0112] in response to the violating merchant being a cooperative merchant and receiving an appeal evidence file sent by the cooperative merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0113] if yes, sending the appeal evidence file to a supply chain personnel and auditing whether the appeal evidence file passes through the supply chain personnel;

[0114] in response to the supply chain personnel auditing that the appeal evidence file passes, determining that the cooperative merchant successfully appeals;

[0115] in response to the supply chain personnel auditing that the appeal evidence file does not pass, determining that the cooperative merchant fails to appeal and generating the governance order and the cost order according to the violation work order;

[0116] if no, determining that the cooperative merchant fails to appeal and generating the governance order and the cost order according to the violation type and the violation conversation identifier.

[0117] In one of the embodiments, the processor implements the following steps when executing the computer program:

[0118] generating the governance order and the cost order corresponding to the violating merchant according to the violation type and the violation conversation identifier comprises:

[0119] in response to the rule-violating merchant being the cooperative merchant, calculating a rule rate corresponding to each rule type according to the sampling dialogue volume and the rule-violating dialogue volume;

[0120] generating a governance sheet corresponding to the cooperative merchant according to a cooperative merchant governance rule corresponding to the cooperative merchant and the rule rate, wherein the governance sheet comprises a quality inspection score and a governance penalty;

[0121] generating a fee sheet of the cooperative merchant according to a cooperative merchant fee rule corresponding to the cooperative merchant and the rule-violating dialogue volume, wherein the fee sheet comprises a penalty fee;

[0122] in response to the rule-violating merchant being the self-operated merchant, calculating a rule rate corresponding to each rule type according to the sampling dialogue volume and the rule-violating dialogue volume;

[0123] generating a governance sheet corresponding to the self-operated merchant according to a self-operated merchant governance rule corresponding to the self-operated merchant and the rule rate, wherein the governance sheet comprises a quality inspection score and a governance penalty;

[0124] generating a fee sheet of the self-operated merchant according to a self-operated merchant fee rule corresponding to the self-operated merchant and the rule-violating dialogue volume, wherein the fee sheet comprises a penalty fee.

[0125] In another aspect, a computer readable storage medium is provided, which stores a computer program, and the computer program is executed by a processor to implement the following steps:

[0126] in response to a quality inspection period set by a user, obtaining customer service dialogues of all merchants and determining whether there is a rule-violating dialogue in the customer service dialogues according to a dialogue model library, the all merchants comprising cooperative merchants and self-operated merchants, and the dialogue model library comprising a first dialogue model and a second dialogue model;

[0127] if yes, generating a rule-violating work sheet corresponding to a rule-violating merchant according to the rule-violating dialogue, wherein the rule-violating work sheet comprises a rule type and a rule-violating dialogue identifier;

[0128] sending the rule-violating work sheet to the rule-violating merchant and determining whether the rule-violating merchant is successful in an appeal period;

[0129] if yes, sending an appeal result to a quality inspector and regenerating a new rule-violating work sheet;

[0130] if no, generating a governance sheet and a fee sheet corresponding to the rule-violating merchant according to the rule type and the rule-violating dialogue identifier.

[0131] In one embodiment, the computer program is executed by a processor to implement the following steps:

[0132] The obtaining of the customer service dialogues of all the merchants and the determination of whether there is a violation dialogue in the customer service dialogues according to the dialogue model library comprise:

[0133] The determination of a cooperation rule keyword according to the cooperation merchant governance rule of the cooperation merchant and the generation of a first dialogue model corresponding to the cooperation merchant according to the cooperation rule keyword;

[0134] The determination of a self-operation rule keyword according to the self-operation merchant governance rule of the merchant and the generation of a second dialogue model corresponding to the self-operation merchant according to the self-operation rule keyword.

[0135] In one of the embodiments, the computer program is executed by the processor to realize the following steps:

[0136] The obtaining of the customer service dialogues of all the merchants and the determination of whether there is a violation dialogue in the customer service dialogues according to the dialogue model library comprise:

[0137] The determination of whether there is a problem dialogue in the customer service dialogues according to the dialogue model library;

[0138] If yes, the generation of an inspection list of the merchant according to the problem dialogue and the sending of the inspection list to an inspector;

[0139] In response to the inspection of the inspection list by the inspector, the recording of inspection work data of the inspector and the determination of whether the problem dialogue is a violation dialogue according to the inspection work data, wherein the inspection work data comprises an inspection result, an inspection dialogue amount of the problem dialogue and a violation dialogue amount of the violation dialogue;

[0140] If no, it is determined that the merchant has no violation.

[0141] In one of the embodiments, the computer program is executed by the processor to realize the following steps:

[0142] The determination of whether there is a problem dialogue in the customer service dialogues according to the dialogue model library comprises:

[0143] In response to the merchant being a cooperation merchant, the determination of whether there is a dialogue text of a customer service dialogue of the cooperation merchant hitting a first dialogue model in the dialogue model library;

[0144] If yes, the determination of a violation type of the problem dialogue according to the hit first dialogue model;

[0145] If no, it is determined that there is no problem dialogue in the customer service dialogue;

[0146] In response to the merchant being a self-operation merchant, the determination of whether there is a dialogue text of a customer service dialogue of the self-operation merchant hitting a second dialogue model in the dialogue model library;

[0147] If yes, determining a violation type of the problem dialogue according to a second dialogue model matched;

[0148] If no, determining that the problem dialogue does not exist in the customer service dialogue.

[0149] In one of the embodiments, the computer program is executed by the processor to implement the following steps:

[0150] The sending of the violation work order to the violating merchant and the determination of whether the violating merchant successfully appeals within an appeal period include:

[0151] In response to the violating merchant being a cooperative merchant and the receipt of an appeal evidence file sent by the cooperative merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0152] If yes, determining that the cooperative merchant successfully appeals and sending the appeal result to the quality inspector;

[0153] If no, determining that the cooperative merchant fails to appeal and generating the governance single and the cost single according to the violation type and the violation dialogue identifier.

[0154] In one of the embodiments, the computer program is executed by the processor to implement the following steps:

[0155] The sending of the violation work order to the violating merchant and the determination of whether the violating merchant successfully appeals within an appeal period further include:

[0156] In response to the violating merchant being a self-operated merchant and the receipt of an appeal evidence file sent by the self-operated merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0157] If yes, sending the appeal evidence file to a supply chain personnel and auditing whether the appeal evidence file passes through the supply chain personnel;

[0158] In response to the auditing of the appeal evidence file passing through the supply chain personnel, determining that the self-operated merchant successfully appeals;

[0159] In response to the auditing of the appeal evidence file failing to pass through the supply chain personnel, determining that the self-operated merchant fails to appeal and generating the governance single and the cost single according to the violation work order;

[0160] If no, determining that the self-operated merchant fails to appeal and generating the governance single and the cost single according to the violation type and the violation dialogue identifier.

[0161] In one of the embodiments, the computer program, when executed by the processor, implements the following steps:

[0162] The generating of the governance sheet and the cost sheet corresponding to the rule-breaking merchant according to the rule-breaking type and the rule-breaking conversation identifier includes:

[0163] In response to the rule-breaking merchant being the cooperative merchant, the rule-breaking rate corresponding to each rule-breaking type is calculated according to the sampling conversation quantity and the rule-breaking conversation quantity.

[0164] The governance sheet corresponding to the cooperative merchant is generated according to the cooperative merchant governance rule corresponding to the cooperative merchant and the rule-breaking rate, wherein the governance sheet includes the quality inspection score and the governance penalty.

[0165] The cost sheet of the cooperative merchant is generated according to the cooperative merchant cost rule corresponding to the cooperative merchant and the rule-breaking conversation quantity, wherein the cost sheet includes the penalty cost.

[0166] In response to the rule-breaking merchant being the self-operated merchant, the rule-breaking rate corresponding to each rule-breaking type is calculated according to the sampling conversation quantity and the rule-breaking conversation quantity.

[0167] The governance sheet corresponding to the self-operated merchant is generated according to the self-operated merchant governance rule corresponding to the self-operated merchant and the rule-breaking rate, wherein the governance sheet includes the quality inspection score and the governance penalty.

[0168] The cost sheet of the self-operated merchant is generated according to the self-operated merchant cost rule corresponding to the self-operated merchant and the rule-breaking conversation quantity, wherein the cost sheet includes the penalty cost.

[0169] The quality inspection method of the customer service conversation, in response to the quality inspection period set by the user, acquires the customer service conversations of all merchants and determines whether there is a rule-breaking conversation in the customer service conversation according to a conversation model library, all merchants including cooperative merchants and self-operated merchants, and the conversation model library including a first conversation model and a second conversation model; if yes, a rule-breaking work sheet corresponding to a rule-breaking merchant is generated according to the rule-breaking conversation, wherein the rule-breaking work sheet includes a rule-breaking type and a rule-breaking conversation identifier; the rule-breaking work sheet is sent to the rule-breaking merchant, and it is determined whether the rule-breaking merchant is successful in appealing within an appeal period; if yes, the appeal result is sent to a quality inspector, and a new rule-breaking work sheet is regenerated; if no, a governance sheet and a cost sheet corresponding to the rule-breaking merchant are generated according to the rule-breaking type and the rule-breaking conversation identifier. The rule-breaking types are classified in detail, and the judgment standards and penalties of different rule-breaking types are clearly specified, which helps to deal with different rule-breaking behaviors in a targeted manner; the self-operated suppliers and the MP merchants are provided with an appeal opportunity, and the appeal is made into an online process, which helps to ensure the fairness of the processing result; the rule-breaking rate concept is introduced to perform step-by-step examination on the service quality of the self-operated suppliers and the third-party cooperative merchants, which helps to evaluate the overall situation of the service quality. BRIEF DESCRIPTION OF DRAWINGS

[0170] Figure 1 A step schematic diagram of a customer service conversation quality inspection method;

[0171] Figure 2 A flow schematic diagram of a self-operated merchant customer service conversation quality inspection method;

[0172] Figure 3 A flow schematic diagram of a cooperative merchant customer service conversation quality inspection method;

[0173] Figure 4 A device schematic diagram of a customer service conversation quality inspection device;

[0174] Figure 5 An internal structure diagram of a computer device in an embodiment of the present application. DETAILED DESCRIPTION

[0175] In order to make the purposes, technical solutions and advantages of the present application clearer, the present application is further described in detail below in combination with the drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and do not limit the present application.

[0176] In one embodiment, as shown in Figure 1 , a customer service conversation quality inspection method is provided, characterized in that the method comprises:

[0177] S101, in response to a quality inspection period set by a user, obtaining customer service conversations of all merchants and determining whether there is a violation conversation in the customer service conversations according to a conversation model library, the all merchants including cooperative merchants and self-operated merchants, and the conversation model library including a first conversation model and a second conversation model;

[0178] S102, if yes, generating a violation work order corresponding to a violation merchant according to the violation conversation, wherein the violation work order includes a violation type and a violation conversation identifier;

[0179] S103, sending the violation work order to the violation merchant and determining whether the violation merchant is successful in appealing within an appeal period;

[0180] S104, if yes, sending an appeal result to a quality inspector and regenerating a new violation work order;

[0181] S105, if no, generating a governance order and a cost order corresponding to the violation merchant according to the violation type and the violation conversation identifier.

[0182] Specifically, as shown in Figure 2As shown, the customer service dialogue quality inspection process of the self-operated merchant mainly includes: first, obtaining the dialogue text of the customer service dialogue and trying to hit the machine model with the dialogue text; generating a quality inspection sheet according to the hit customer service dialogue, that is, the problem dialogue, the quality inspection sheet is assigned to the quality inspector by the quality inspection group leader, of course, it can also be automatically assigned to the quality inspector according to the work efficiency of each quality inspector; then the quality inspector samples the problem dialogue in the quality inspection sheet, if the quality inspection period is one week, the quality inspector samples the quality inspection sheet of each merchant once a week, and then all the irregular dialogues (violation sheets) in a month are summarized to generate a violation work order; then the violation work order is sent to the self-operated merchant or the self-operated supplier, the self-operated merchant receives and appeals; if the appeal is successful, update the violation fact and return the audit result to the quality inspector, the quality inspector can modify the corresponding data and generate a new violation work order; if the appeal fails, the violation rate is calculated directly according to the conversation basic data and the violation work order, and then the governance sheet and the cost sheet are generated according to the violation rate and the punishment rule in the self-operated merchant governance rule. As shown, Figure 3 As shown, the customer service dialogue quality inspection process of the cooperative merchant, the detailed process is not described.

[0183] In one embodiment, before the obtaining all the customer service dialogues of the merchants and determining whether there is a violation dialogue in the customer service dialogue according to the dialogue model library includes:

[0184] determining a cooperation rule keyword according to the cooperation merchant governance rule of the cooperative merchant and generating a first dialogue model corresponding to the cooperative merchant according to the cooperation rule keyword;

[0185] determining a self-operation rule keyword according to the self-operation rule of the merchant and generating a second dialogue model corresponding to the self-operation merchant according to the self-operation rule keyword.

[0186] Specifically, the dialogue model is built to machine quality inspection of the customer service dialogue (37 models have been built for self-operated suppliers, and 34 models have been built for MP (Market Place) merchants, that is, cooperative merchants), the corresponding keywords are determined according to the merchant governance rule set by the user, and then a plurality of dialogue models are generated according to the keywords. Because the governance rules of the cooperative merchant and the self-operated merchant are different, the keywords of the two are different, and the corresponding dialogue models are also different. Whether the first dialogue model corresponding to the cooperative merchant or the second dialogue model corresponding to the self-operated merchant is hit is determined through the dialogue text of the customer service dialogue, and the machine quality inspection can timely find the problem dialogue; then the quality inspector samples the problem dialogue of the machine quality inspection.

[0187] In one embodiment, the obtaining all the customer service dialogues of the merchants and determining whether there is a violation dialogue in the customer service dialogue according to the dialogue model library includes:

[0188] determining, according to the dialogue model library, whether there is a problem dialogue in the customer service dialogue;

[0189] if yes, generating an inspection list of the merchant according to the problem dialogue and sending the inspection list to an inspector;

[0190] in response to the inspector sampling the inspection list, recording sampling work data of the inspector and determining whether the problem dialogue is a violation dialogue according to the sampling work data, wherein the sampling work data includes sampling results, a sampling dialogue quantity of the problem dialogue and a violation dialogue quantity of the violation dialogue;

[0191] if no, determining that the merchant has no violation.

[0192] Specifically, the problem dialogue is determined from a plurality of customer service dialogues through machine preliminary inspection; then the inspection list is generated according to the problem dialogue, and the inspector samples the inspection list to determine whether there is a violation dialogue. When the inspector checks the customer service dialogue, the result of each check of the inspector, i.e. the sampling work data, is recorded. For example, the inspector samples 20 times of the problem dialogue of violation type A, and finds 5 times of the problem dialogue as the violation dialogue, so it can be known that the sampling dialogue quantity is 20 and the violation dialogue quantity is 5. Because the violation types of the self-operated merchant are violation type A (insulting customers, spreading false / revolutionary speeches, etc.), violation type B (irritating customers, ignoring customer complaints, ignoring customer problems, etc.), violation type C (customer answering, telling wrong information, encouraging and guiding consumers to “give good comments” with money / materials, etc.), violation type D1 (long time without response), violation type D2 (customer exiting without reason), and violation type D3 (completely not responding), the sampling dialogue quantity and the violation dialogue quantity corresponding to the six violation types need to be known.

[0193] In addition, because the violation types of the cooperative merchant are violation type A, violation type B, violation type C, and violation type D (long time without response), the sampling dialogue quantity and the violation dialogue quantity corresponding to the four violation types need to be known.

[0194] In one embodiment, the determination of whether there is a problem dialogue in the customer service dialogue according to the dialogue model library includes:

[0195] in response to the merchant being a cooperative merchant, determining whether the dialogue text of the customer service dialogue of the cooperative merchant hits a first dialogue model in the dialogue model library;

[0196] if yes, determining the violation type of the problem dialogue according to the hit first dialogue model;

[0197] if no, determining that there is no problem dialogue in the customer service dialogue;

[0198] In response to the merchant being a self-operated merchant, it is determined whether there is a hit of a second dialogue model in the dialogue model library in dialogue text of a customer service dialogue of the self-operated merchant;

[0199] If yes, a violation type of the problem dialogue is determined according to the hit second dialogue model;

[0200] If no, it is determined that there is no problem dialogue in the customer service dialogue.

[0201] Specifically, as mentioned above, because the dialogue model library contains 37 dialogue models corresponding to self-operated suppliers (self-operated merchants), 37 machine model quality inspections need to be performed on the dialogue text of each customer service dialogue obtained. If a dialogue text hits a dialogue model, it means that it is a problem dialogue and the hit dialogue model is which type of violation type, and the problem dialogue is of the same type of violation type. The dialogue model library also contains 34 dialogue models corresponding to cooperative merchants, and 34 machine model quality inspections need to be performed on each customer service dialogue of each cooperative merchant. If all customer service dialogues of a merchant do not hit a machine model, it means that there is no problem dialogue in the customer service dialogue of the merchant, i.e., the merchant has no violation.

[0202] In one of the embodiments, the sending of the violation work order to the violating merchant and the determination of whether the violating merchant successfully appeals within an appeal period include:

[0203] In response to the violating merchant being a cooperative merchant and the receipt of an appeal evidence file sent by the cooperative merchant within the appeal time limit, the appeal evidence file is sent to a customer service personnel, and it is determined whether the appeal evidence file passes through the customer service personnel;

[0204] If yes, it is determined that the cooperative merchant successfully appeals, and the appeal result is sent to the quality inspector;

[0205] If no, it is determined that the cooperative merchant fails to appeal, and the governance single and the cost single are generated according to the violation type and the violation dialogue identifier.

[0206] Specifically, as described above, if the violating merchant is a cooperative merchant, and the cooperative merchant uploads the appeal evidence file within, for example, one week after receiving the violation work order, the system sends the appeal evidence file to the customer service personnel, and then the customer service personnel audits whether the appeal evidence file passes; if yes, the quality inspector is "informed" of the appeal success appeal result, which includes the customer service conversation ID of the appeal success, and the quality inspector can modify the original violation work order and delete the appeal success customer service conversation ID (ID Industrial Design, account number, unique code, exclusive number, industrial design, country abbreviation, legal vocabulary, general account, translator, software company, etc. Various abbreviations of proprietary vocabulary). If no, the appeal result does not need to be sent and the corresponding management order and cost order are generated.

[0207] In one of the embodiments, the sending the violation work order to the violating merchant and determining whether the violating merchant successfully appeals within an appeal period further includes:

[0208] In response to the violating merchant being a self-operated merchant and receiving an appeal evidence file sent by the self-operated merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0209] If yes, sending the appeal evidence file to a supply chain personnel and auditing whether the appeal evidence file passes through the supply chain personnel;

[0210] In response to the supply chain personnel auditing that the appeal evidence file passes, determining that the self-operated merchant successfully appeals;

[0211] In response to the supply chain personnel auditing that the appeal evidence file does not pass, determining that the self-operated merchant fails to appeal and generating the management order and the cost order according to the violation work order;

[0212] If no, determining that the self-operated merchant fails to appeal and generating the management order and the cost order according to the violation type and the violation conversation ID.

[0213] Specifically, as described above, if there is a problem with the content of the violation order, the self-operated supplier can upload attachments and other evidence for appeal in a timely manner. Overall, one violation work order corresponds to multiple appeal processing results, and one conversation ID corresponds to one appeal processing result. In the appeal process of the self-operated merchant, both the customer service personnel and the supply chain personnel need to pass the audit to determine successful appeal. The customer service personnel audits first, and then the supply chain personnel audits; when the customer service personnel audits fails, the violation rate can be calculated directly without sending to the supply chain personnel.

[0214] In one of the embodiments, the generating of the governance sheet and the fee sheet corresponding to the violating merchant according to the violation type and the violation conversation identification comprises:

[0215] In response to the violating merchant being the cooperative merchant, calculating a violation rate corresponding to each violation type according to the sampling conversation quantity and the violation conversation quantity;

[0216] Generating a governance sheet corresponding to the cooperative merchant according to the cooperative merchant governance rule corresponding to the cooperative merchant and the violation rate, wherein the governance sheet comprises a quality inspection score and a governance penalty;

[0217] Generating a fee sheet of the cooperative merchant according to the cooperative merchant fee rule corresponding to the cooperative merchant and the violation conversation quantity, wherein the fee sheet comprises a penalty fee;

[0218] In response to the violating merchant being the self-operated merchant, calculating a violation rate corresponding to each violation type according to the sampling conversation quantity and the violation conversation quantity;

[0219] Generating a governance sheet corresponding to the self-operated merchant according to the self-operated merchant governance rule corresponding to the self-operated merchant and the violation rate, wherein the governance sheet comprises a quality inspection score and a governance penalty;

[0220] Generating a fee sheet of the self-operated merchant according to the self-operated merchant fee rule corresponding to the self-operated merchant and the violation conversation quantity, wherein the fee sheet comprises a penalty fee.

[0221] Specifically, the violation behavior is counted in the dimension of the cooperative merchant, and the conversation is distinguished into four types of deduction points A, B, C and D according to the violation type. The concept of violation rate is introduced, and the calculation formula is: the confirmed violation conversation quantity / the total quantity of system sampling conversations. At the same time, the merchant can view the sampling conversation quantity and the violation conversation quantity in the examination period. For example, when the violation rate of the cooperative merchant C (such as inducing good comments, etc.) is calculated as 20%, the deduction of 3 quality inspection scores and the unloading of the violating product (governance penalty) are determined according to the penalty rule in the cooperative merchant governance rule. The total quantity of quality inspection scores of each merchant per week is 100, and the corresponding quality inspection score is calculated every week according to the penalty rule. The quality inspection sheet contains the quality inspection score and the deduction record of the quality inspection score. The user can clearly find the specific problems (problems caused by A, B, C and D types) of each merchant through the quality inspection score. If the quality inspection score is less than 80, it is initially judged as a violation.

[0222] The merchant fee rule can include: when the violation type is A, the violation rate > 0%, the penalty amount is a yuan / conversation ID*conversation ID quantity (i.e. the number of violation conversations); when the violation type is B, the violation rate > 0%, the penalty amount is b yuan / conversation ID*conversation ID quantity; when the violation type is C, reach 3 times of fine c yuan within a month, no upper limit; when the violation type is D, the violation rate > 100%, the penalty amount is d yuan / conversation ID*conversation ID quantity. Wherein a > b >= c > d. The violation rate calculation caliber is all violation single cases under the examination period, the penalty is executed after the management single data is obtained, and the system generates a fee single.

[0223] The scheme of the present application has the following beneficial effects:

[0224] 1) The violation types are classified in detail ("violation A", "violation B", "violation C" and "violation D"), and the judgment criteria and penalties for different violation types are clearly specified, which helps to deal with different violation behaviors;

[0225] 2) Providing appeal opportunities for self-operated suppliers and MP merchants, and making the appeal an online process, which helps to ensure the fairness of the processing results;

[0226] 3) The concept of violation rate is introduced to perform step-by-step examination on the service quality of self-operated suppliers and third-party cooperative merchants, which helps to evaluate the overall situation of the service quality and appropriately punish the violation behaviors, playing a deterrent role.

[0227] It should be understood that, although Figure 1 the steps in the flowchart are shown in sequence according to the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless otherwise specified herein, the execution of these steps is not strictly limited in sequence, and these steps can be executed in other orders. Moreover, Figure 1 at least part of the steps in may include multiple sub-steps or multiple stages, which are not necessarily executed at the same time, but can be executed at different times, and the execution order of these sub-steps or stages is not necessarily sequential, but can be executed in rotation or alternation with other steps or sub-steps or stages of other steps.

[0228] Figure 4 In one embodiment, as shown in

[0229] The acquisition module 401 acquires customer service dialogs of all merchants including cooperative merchants and self-operated merchants in response to a quality inspection period set by a user, and determines whether there is a violation dialog in the customer service dialogs according to a dialog model library including a first dialog model and a second dialog model.

[0230] The generation module 402 generates a violation work order corresponding to a violation merchant according to the violation dialog if yes, wherein the violation work order includes a violation type and a violation dialog identifier.

[0231] The determination module 403 sends the violation work order to the violation merchant and determines whether the violation merchant is successful in appealing within an appeal period.

[0232] The sending module 404 sends an appeal result to a quality inspector and regenerates a new violation work order if yes.

[0233] The generation module 402 further generates a governance order and a cost order corresponding to the violation merchant according to the violation type and the violation dialog identifier if no.

[0234] In one of the embodiments, before the acquisition module acquires customer service dialogs of all merchants and determines whether there is a violation dialog in the customer service dialogs according to a dialog model library, the acquisition module includes:

[0235] determining a cooperative rule keyword according to a cooperative merchant governance rule of the cooperative merchant and generating a first dialog model corresponding to the cooperative merchant according to the cooperative rule keyword;

[0236] determining a self-operated rule keyword according to a self-operated merchant governance rule of the merchant and generating a second dialog model corresponding to the self-operated merchant according to the self-operated rule keyword.

[0237] In one of the embodiments, the acquisition module acquires customer service dialogs of all merchants and determines whether there is a violation dialog in the customer service dialogs according to a dialog model library includes:

[0238] determining whether there is a problem dialog in the customer service dialogs according to the dialog model library;

[0239] generating a quality inspection order of the merchant according to the problem dialog and sending the quality inspection order to a quality inspector if yes;

[0240] responding to the quality inspector performing sampling inspection on the quality inspection order, recording sampling inspection work data of the quality inspector and determining whether the problem dialog is a violation dialog according to the sampling inspection work data, wherein the sampling inspection work data includes a sampling inspection result, a sampling inspection dialog amount of the problem dialog and a violation dialog amount of the violation dialog;

[0241] If not, it is determined that the merchant has no violation.

[0242] In one of the embodiments, the obtaining module determines whether there is a problem dialogue in the customer service dialogue according to the dialogue model library, which includes:

[0243] In response to the merchant being a cooperative merchant, it is determined whether there is dialogue text of the customer service dialogue of the cooperative merchant hitting a first dialogue model in the dialogue model library;

[0244] If yes, the violation type of the problem dialogue is determined according to the hit first dialogue model;

[0245] If not, it is determined that there is no problem dialogue in the customer service dialogue;

[0246] In response to the merchant being a self-operated merchant, it is determined whether there is dialogue text of the customer service dialogue of the self-operated merchant hitting a second dialogue model in the dialogue model library;

[0247] If yes, the violation type of the problem dialogue is determined according to the hit second dialogue model;

[0248] If not, it is determined that there is no problem dialogue in the customer service dialogue.

[0249] In one of the embodiments, the determining module sends the violation work order to the violating merchant and determines whether the violating merchant successfully appeals within an appeal period, which includes:

[0250] In response to the violating merchant being a cooperative merchant and receiving an appeal evidence file sent by the cooperative merchant within the appeal time limit, the appeal evidence file is sent to a customer service personnel and whether the appeal evidence file passes is audited by the customer service personnel;

[0251] If yes, it is determined that the cooperative merchant successfully appeals and the appeal result is sent to the quality inspector;

[0252] If not, it is determined that the cooperative merchant fails to appeal and the governance single and the cost single are generated according to the violation type and the violation dialogue identifier.

[0253] In one of the embodiments, the determining module sends the violation work order to the violating merchant and determines whether the violating merchant successfully appeals within an appeal period, which further includes:

[0254] In response to the violating merchant being a self-operated merchant and receiving an appeal evidence file sent by the self-operated merchant within the appeal time limit, the appeal evidence file is sent to a customer service personnel and whether the appeal evidence file passes is audited by the customer service personnel;

[0255] If yes, sending the appeal evidence file to a supply chain personnel and auditing the appeal evidence file by the supply chain personnel;

[0256] In response to the supply chain personnel auditing the appeal evidence file passing, determining that the self-operated merchant appeal is successful;

[0257] In response to the supply chain personnel auditing the appeal evidence file failing, determining that the self-operated merchant appeal fails and generating the governance single and the cost single according to the violation work order;

[0258] If no, determining that the self-operated merchant appeal fails and generating the governance single and the cost single according to the violation type and the violation conversation identifier.

[0259] In one of the embodiments, the generating module generates the governance single and the cost single corresponding to the violation merchant according to the violation type and the violation conversation identifier, including:

[0260] In response to the violation merchant being the cooperative merchant, calculating a violation rate corresponding to each violation type according to an inspection conversation amount and the violation conversation amount;

[0261] Generating a governance single corresponding to the cooperative merchant according to a cooperative merchant governance rule corresponding to the cooperative merchant and the violation rate, wherein the governance single includes a quality inspection score and a governance penalty;

[0262] Generating a cost single of the cooperative merchant according to a cooperative merchant cost rule corresponding to the cooperative merchant and the violation conversation amount, wherein the cost single includes a penalty cost;

[0263] In response to the violation merchant being the self-operated merchant, calculating a violation rate corresponding to each violation type according to the inspection conversation amount and the violation conversation amount;

[0264] Generating a governance single corresponding to the self-operated merchant according to a self-operated merchant governance rule corresponding to the self-operated merchant and the violation rate, wherein the governance single includes a quality inspection score and a governance penalty;

[0265] Generating a cost single of the self-operated merchant according to a self-operated merchant cost rule corresponding to the self-operated merchant and the violation conversation amount, wherein the cost single includes a penalty cost.

[0266] The specific limitations of the customer service dialogue quality inspection device can refer to the limitations of the customer service dialogue quality inspection method in the foregoing, and will not be described here. Each module in the customer service dialogue quality inspection device can be realized by software, hardware, and a combination thereof, in whole or in part. The above-mentioned modules can be embedded in or independent of the processor in the computer device in hardware form, or can be stored in the memory in the computer device in software form, so that the processor calls and executes the operations corresponding to each of the above-mentioned modules.

[0267] In one embodiment, a computer device, which can be a terminal, has an internal structure diagram as shown in Figure 5 The computer device includes a processor, a memory, a network interface, a display screen, and an input device connected by a system bus. The processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operating system and the computer program in the non-volatile storage medium to run. The network interface of the computer device is configured to communicate with external terminals through a network connection. The computer program is executed by the processor to implement the alarm information processing method. The display screen of the computer device can be a liquid crystal display screen or an electronic ink display screen. The input device of the computer device can be a touch layer overlaid on the display screen, or a key, trackball, or touchpad provided on the housing of the computer device. The input device can also be an external keyboard, touchpad, or mouse, etc.

[0268] Those skilled in the art can understand that Figure 5 The structure shown in the above-mentioned figure is only a block diagram of part of the structure related to the scheme of the present application, and does not constitute a limitation on the computer device to which the scheme of the present application is applied. The specific computer device can include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0269] In one embodiment, an electronic device is provided, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and the processor implements the following steps when executing the computer program:

[0270] In response to a quality inspection period set by a user, all merchant customer service dialogues are obtained, and it is determined whether there is a violation dialogue in the customer service dialogues according to a dialogue model library, the all merchants include cooperative merchants and self-operated merchants, and the dialogue model library includes a first dialogue model and a second dialogue model;

[0271] If yes, a violation work order corresponding to a violation merchant is generated according to the violation dialogue, wherein the violation work order includes a violation type and a violation dialogue identifier;

[0272] sending the violation work order to the violating merchant and determining whether the violating merchant successfully appeals within an appeal period;

[0273] If yes, sending the appeal result to the quality inspector and regenerating a new violation work order;

[0274] If no, generating a governance order and a fee order corresponding to the violating merchant according to the violation type and the violation conversation identifier.

[0275] In one of the embodiments, the processor, when executing the computer program, implements the following steps:

[0276] Before the step of obtaining the customer service conversations of all merchants and determining whether there is a violation conversation in the customer service conversations according to a conversation model library, the method further includes:

[0277] determining a cooperation rule keyword according to the cooperation merchant governance rules of the cooperating merchant and generating a first conversation model corresponding to the cooperating merchant according to the cooperation rule keyword;

[0278] determining a self-operation rule keyword according to the self-operation merchant governance rules of the merchant and generating a second conversation model corresponding to the self-operation merchant according to the self-operation rule keyword.

[0279] In one of the embodiments, the processor, when executing the computer program, implements the following steps:

[0280] The step of obtaining the customer service conversations of all merchants and determining whether there is a violation conversation in the customer service conversations according to a conversation model library includes:

[0281] determining whether there is a problem conversation in the customer service conversations according to the conversation model library;

[0282] If yes, generating a quality inspection order of the merchant according to the problem conversation and sending the quality inspection order to a quality inspector;

[0283] In response to the quality inspector performing spot checks on the quality inspection order, recording spot check work data of the quality inspector and determining whether the problem conversation is a violation conversation according to the spot check work data, wherein the spot check work data includes a spot check result, a spot check conversation quantity of the problem conversation and a violation conversation quantity of the violation conversation;

[0284] If no, determining that the merchant has no violation.

[0285] In one of the embodiments, the processor, when executing the computer program, implements the following steps:

[0286] The step of determining whether there is a problem conversation in the customer service conversations according to the conversation model library includes:

[0287] in response to the merchant being a cooperative merchant, determining whether there is a first dialogue model in the dialogue model library that is hit by dialogue text of a customer service dialogue of the cooperative merchant;

[0288] if yes, determining a violation type of the problem dialogue according to the hit first dialogue model;

[0289] if no, determining that the problem dialogue does not exist in the customer service dialogue;

[0290] in response to the merchant being a self-operated merchant, determining whether there is a second dialogue model in the dialogue model library that is hit by dialogue text of a customer service dialogue of the self-operated merchant;

[0291] if yes, determining a violation type of the problem dialogue according to the hit second dialogue model;

[0292] if no, determining that the problem dialogue does not exist in the customer service dialogue.

[0293] In one of the embodiments, the processor implements the following steps when executing the computer program:

[0294] the sending of the violation work order to the violating merchant and the determination of whether the violating merchant successfully appeals within an appeal period include:

[0295] in response to the violating merchant being a cooperative merchant and the receipt of an appeal evidence file sent by the cooperative merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0296] if yes, determining that the cooperative merchant successfully appeals and sending the appeal result to the quality inspector;

[0297] if no, determining that the cooperative merchant fails to appeal and generating the governance order and the cost order according to the violation type and the violation dialogue identifier.

[0298] In one of the embodiments, the processor implements the following steps when executing the computer program:

[0299] the sending of the violation work order to the violating merchant and the determination of whether the violating merchant successfully appeals within an appeal period further include:

[0300] in response to the violating merchant being a self-operated merchant and the receipt of an appeal evidence file sent by the self-operated merchant within the appeal time limit, sending the appeal evidence file to a customer service personnel and auditing whether the appeal evidence file passes through the customer service personnel;

[0301] If so, the appeal evidence documents are sent to the supply chain personnel, who then review whether the appeal evidence documents are acceptable.

[0302] Upon approval of the appeal evidence documents by the supply chain personnel, the self-operated merchant's appeal is deemed successful.

[0303] In response to the supply chain personnel's failure to pass the review of the appeal evidence documents, it is determined that the self-operated merchant's appeal has failed, and the governance order and the expense order are generated based on the violation work order;

[0304] If not, the self-operated merchant's appeal is deemed unsuccessful, and the governance order and the fee order are generated based on the violation type and the violation dialogue identifier.

[0305] In one embodiment, the processor performs the following steps when executing the computer program:

[0306] The step of generating the corresponding governance order and fee order for the violating merchant based on the violation type and the violation dialogue identifier includes:

[0307] In response to the fact that the offending merchant is the partner merchant, the violation rate corresponding to each violation type is calculated based on the number of sampled conversations and the number of offending conversations;

[0308] A governance order is generated for the cooperating merchant based on the cooperating merchant's governance rules and the violation rate, wherein the governance order includes a quality inspection score and a governance penalty.

[0309] A fee bill for the cooperating merchant is generated based on the cooperating merchant's fee rules and the number of violations, wherein the fee bill includes penalty fees.

[0310] In response to the fact that the violating merchant is the self-operated merchant, the violation rate corresponding to each violation type is calculated based on the number of sampled conversations and the number of violating conversations;

[0311] A governance order for the self-operated merchant is generated based on the self-operated merchant governance rules and the violation rate, wherein the governance order includes a quality inspection score and a governance penalty.

[0312] A fee bill for the self-operated merchant is generated based on the self-operated merchant fee rules and the number of violation conversations, wherein the fee bill includes penalty fees.

[0313] In one embodiment, a computer-readable storage medium is provided having a computer program stored thereon, the computer program performing the following steps when executed by a processor:

[0314] In response to the quality inspection cycle set by the user, the system obtains customer service conversations from all merchants and determines whether there are any violations in the customer service conversations based on the conversation model library. The "all merchants" include cooperative merchants and self-operated merchants, and the conversation model library includes a first conversation model and a second conversation model.

[0315] If so, a violation work order is generated for the violating merchant based on the violation dialogue, wherein the violation work order includes the violation type and the violation dialogue identifier;

[0316] Send the violation ticket to the violating merchant and determine whether the violating merchant's appeal is successful within the appeal period;

[0317] If so, send the appeal result to the quality inspector and regenerate a new violation work order;

[0318] If not, then a governance order and a fee order corresponding to the offending merchant will be generated based on the type of violation and the identifier of the violation dialogue.

[0319] In one embodiment, the computer program performs the following steps when executed by a processor:

[0320] Before obtaining all merchants' customer service conversations and determining whether there are any inappropriate conversations in the customer service conversations based on the conversation model library, the following steps are included:

[0321] Based on the cooperative merchant governance rules, determine the cooperation rule keywords and generate the first dialogue model corresponding to the cooperative merchant based on the cooperation rule keywords;

[0322] Based on the self-operated merchant governance rules of the merchant, determine the self-operated rule keywords and generate the second dialogue model corresponding to the self-operated merchant based on the self-operated rule keywords.

[0323] In one embodiment, the computer program performs the following steps when executed by a processor:

[0324] The step of obtaining all merchants' customer service conversations and determining whether there are any inappropriate conversations in the customer service conversations based on the conversation model library includes:

[0325] Determine whether there is a question dialogue in the customer service dialogue based on the dialogue model library;

[0326] If so, generate the merchant's quality inspection form based on the question dialogue and send the quality inspection form to the quality inspector;

[0327] In response to the quality inspector's random inspection of the quality inspection form, the quality inspector's random inspection work data is recorded, and the random inspection work data is used to determine whether the problem dialogue is a violation dialogue. The random inspection work data includes the random inspection results, the number of random inspection dialogues of the problem dialogue, and the number of violation dialogues of the violation dialogue.

[0328] If not, then it is confirmed that the merchant has not violated any regulations.

[0329] In one embodiment, the computer program performs the following steps when executed by a processor:

[0330] The step of determining whether a problem dialogue exists in the customer service dialogue based on the dialogue model library includes:

[0331] In response to the fact that the merchant is a partner merchant, determine whether there is a customer service dialogue text of the partner merchant that matches the first dialogue model in the dialogue model library;

[0332] If so, the violation type of the question dialogue is determined based on the first dialogue model that is hit;

[0333] If not, then it is determined that the question dialogue does not exist in the customer service conversation;

[0334] In response to the fact that the merchant is a self-operated merchant, determine whether there is a dialogue text of the customer service dialogue of the self-operated merchant that matches the second dialogue model in the dialogue model library;

[0335] If so, the violation type of the question dialogue is determined according to the second dialogue model that was hit;

[0336] If not, then it is determined that the question dialogue does not exist in the customer service conversation.

[0337] In one embodiment, the computer program performs the following steps when executed by a processor:

[0338] The step of sending the violation ticket to the violating merchant and determining whether the violating merchant's appeal is successful within the appeal period includes:

[0339] In response to the fact that the offending merchant is a partner merchant and the appeal evidence documents sent by the partner merchant are received within the appeal time limit, the appeal evidence documents are sent to customer service personnel and the customer service personnel are asked to review whether the appeal evidence documents are acceptable.

[0340] If so, then the cooperative merchant's appeal is confirmed to be successful and the appeal result is sent to the quality inspector.

[0341] If not, the appeal of the cooperating merchant is deemed unsuccessful, and the governance order and the fee order are generated based on the violation type and the violation dialogue identifier.

[0342] In one embodiment, the computer program performs the following steps when executed by a processor:

[0343] The step of sending the violation ticket to the violating merchant and determining whether the violating merchant's appeal is successful within the appeal period also includes:

[0344] If the offending merchant is a self-operated merchant and the appeal evidence documents sent by the self-operated merchant are received within the appeal time limit, the appeal evidence documents are sent to customer service personnel and the customer service personnel are asked to review whether the appeal evidence documents are acceptable.

[0345] If so, the appeal evidence documents are sent to the supply chain personnel, who then review whether the appeal evidence documents are acceptable.

[0346] Upon approval of the appeal evidence documents by the supply chain personnel, the self-operated merchant's appeal is deemed successful.

[0347] In response to the supply chain personnel's failure to pass the review of the appeal evidence documents, it is determined that the self-operated merchant's appeal has failed, and the governance order and the expense order are generated based on the violation work order;

[0348] If not, the self-operated merchant's appeal is deemed unsuccessful, and the governance order and the fee order are generated based on the violation type and the violation dialogue identifier.

[0349] In one embodiment, the computer program performs the following steps when executed by a processor:

[0350] The step of generating the corresponding governance order and fee order for the violating merchant based on the violation type and the violation dialogue identifier includes:

[0351] In response to the fact that the offending merchant is the partner merchant, the violation rate corresponding to each violation type is calculated based on the number of sampled conversations and the number of offending conversations;

[0352] A governance order is generated for the cooperating merchant based on the cooperating merchant's governance rules and the violation rate, wherein the governance order includes a quality inspection score and a governance penalty.

[0353] A fee bill for the cooperating merchant is generated based on the cooperating merchant's fee rules and the number of violations, wherein the fee bill includes penalty fees.

[0354] In response to the fact that the violating merchant is the self-operated merchant, the violation rate corresponding to each violation type is calculated based on the number of sampled conversations and the number of violating conversations;

[0355] A governance order for the self-operated merchant is generated based on the self-operated merchant governance rules and the violation rate, wherein the governance order includes a quality inspection score and a governance penalty.

[0356] A fee bill for the self-operated merchant is generated based on the self-operated merchant fee rules and the number of violation conversations, wherein the fee bill includes penalty fees.

[0357] Those skilled in the art will understand that all or part of the processes in the methods of the above embodiments can be implemented by a computer program instructing related hardware. The computer program can be stored in a non-volatile computer-readable storage medium, and when executed, it can include the processes of the embodiments of the above methods. Any references to memory, storage, databases, or other media used in the embodiments provided in this application can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in various forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), dual data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link DRAM (SLDRAM), Rambus direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), etc.

[0358] The technical features of the above embodiments can be combined in any way. For the sake of brevity, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0359] The embodiments described above are merely illustrative of several implementation methods of this application, and while the descriptions are relatively specific and detailed, they should not be construed as limiting the scope of the invention patent. It should be noted that those skilled in the art can make various modifications and improvements without departing from the concept of this application, and these all fall within the protection scope of this application. Therefore, the protection scope of this patent application should be determined by the appended claims.

Claims

1. A customer service dialogue quality inspection method, characterized in that, The method includes: In response to the quality inspection cycle set by the user, the system obtains customer service conversations from all merchants and determines whether there are any violations in the customer service conversations based on the conversation model library. The "all merchants" include cooperative merchants and self-operated merchants, and the conversation model library includes a first conversation model and a second conversation model. If so, a violation work order is generated for the violating merchant based on the violation dialogue, wherein the violation work order includes the violation type and the violation dialogue identifier; Send the violation ticket to the violating merchant and determine whether the violating merchant's appeal is successful within the appeal period; If so, send the appeal result to the quality inspector and regenerate a new violation work order; If not, then a governance order and a fee order corresponding to the offending merchant will be generated based on the type of violation and the identifier of the violation dialogue.

2. The method according to claim 1, characterized in that, Before obtaining all merchants' customer service conversations and determining whether there are any inappropriate conversations in the customer service conversations based on the conversation model library, the following steps are included: Based on the cooperative merchant governance rules, determine the cooperation rule keywords and generate the first dialogue model corresponding to the cooperative merchant based on the cooperation rule keywords; Based on the self-operated merchant governance rules of the merchant, determine the self-operated rule keywords and generate the second dialogue model corresponding to the self-operated merchant based on the self-operated rule keywords.

3. The method according to claim 1, characterized in that, The step of obtaining all merchants' customer service conversations and determining whether there are any inappropriate conversations in the customer service conversations based on the conversation model library includes: Determine whether there is a question dialogue in the customer service dialogue based on the dialogue model library; If so, generate the merchant's quality inspection form based on the question dialogue and send the quality inspection form to the quality inspector; In response to the quality inspector's random inspection of the quality inspection form, the quality inspector's random inspection work data is recorded, and the random inspection work data is used to determine whether the problem dialogue is a violation dialogue. The random inspection work data includes the random inspection results, the number of random inspection dialogues of the problem dialogue, and the number of violation dialogues of the violation dialogue. If not, then it is confirmed that the merchant has not violated any regulations.

4. The method according to claim 3, characterized in that, The step of determining whether a problem dialogue exists in the customer service dialogue based on the dialogue model library includes: In response to the fact that the merchant is a partner merchant, determine whether there is a customer service dialogue text of the partner merchant that matches the first dialogue model in the dialogue model library; If so, the violation type of the question dialogue is determined based on the first dialogue model that is hit; If not, then it is determined that the question dialogue does not exist in the customer service conversation; In response to the fact that the merchant is a self-operated merchant, determine whether there is a dialogue text of the customer service dialogue of the self-operated merchant that matches the second dialogue model in the dialogue model library; If so, the violation type of the question dialogue is determined according to the second dialogue model that was hit; If not, then it is determined that the question dialogue does not exist in the customer service conversation.

5. The method according to claim 1, characterized in that, The step of sending the violation ticket to the violating merchant and determining whether the violating merchant's appeal is successful within the appeal period includes: In response to the fact that the offending merchant is a partner merchant and the appeal evidence documents sent by the partner merchant are received within the appeal time limit, the appeal evidence documents are sent to customer service personnel and the customer service personnel are asked to review whether the appeal evidence documents are acceptable. If so, then the cooperative merchant's appeal is confirmed to be successful and the appeal result is sent to the quality inspector. If not, the appeal of the cooperating merchant is deemed unsuccessful, and the governance order and the fee order are generated based on the violation type and the violation dialogue identifier.

6. The method according to claim 1, characterized in that, The step of sending the violation ticket to the violating merchant and determining whether the violating merchant's appeal is successful within the appeal period also includes: If the offending merchant is a self-operated merchant and the appeal evidence documents sent by the self-operated merchant are received within the appeal time limit, the appeal evidence documents are sent to customer service personnel and the customer service personnel are asked to review whether the appeal evidence documents are acceptable. If so, the appeal evidence documents are sent to the supply chain personnel, who then review whether the appeal evidence documents are acceptable. Upon approval of the appeal evidence documents by the supply chain personnel, the self-operated merchant's appeal is deemed successful. In response to the supply chain personnel's failure to pass the review of the appeal evidence documents, it is determined that the self-operated merchant's appeal has failed, and the governance order and the expense order are generated based on the violation work order; If not, the self-operated merchant's appeal is deemed unsuccessful, and the governance order and the fee order are generated based on the violation type and the violation dialogue identifier.

7. The method according to claim 1, characterized in that, The step of generating the corresponding governance order and fee order for the violating merchant based on the violation type and the violation dialogue identifier includes: In response to the fact that the offending merchant is the partner merchant, the violation rate corresponding to each violation type is calculated based on the number of sampled conversations and the number of offending conversations; A governance order is generated for the cooperating merchant based on the cooperating merchant's governance rules and the violation rate, wherein the governance order includes a quality inspection score and a governance penalty. A fee bill for the cooperating merchant is generated based on the cooperating merchant's fee rules and the number of violations, wherein the fee bill includes penalty fees. In response to the fact that the violating merchant is the self-operated merchant, the violation rate corresponding to each violation type is calculated based on the number of sampled conversations and the number of violating conversations; A governance order for the self-operated merchant is generated based on the self-operated merchant governance rules and the violation rate, wherein the governance order includes a quality inspection score and a governance penalty. A fee bill for the self-operated merchant is generated based on the self-operated merchant fee rules and the number of violation conversations, wherein the fee bill includes penalty fees.

8. A customer service dialogue quality inspection device, characterized in that, The device includes: The acquisition module, responding to the quality inspection cycle set by the user, is used to acquire customer service conversations of all merchants and determine whether there are any violations in the customer service conversations based on the conversation model library. The "all merchants" include cooperative merchants and self-operated merchants, and the conversation model library includes a first conversation model and a second conversation model. If so, the generation module is used to generate a violation work order corresponding to the violating merchant based on the violation dialogue, wherein the violation work order includes a violation type and a violation dialogue identifier; The determination module is used to send the violation work order to the violating merchant and determine whether the violating merchant's appeal is successful within the appeal period; If so, the sending module is used to send the appeal result to the quality inspector and regenerate a new violation work order; The generation module, if not, is further configured to generate a governance order and a fee order corresponding to the violating merchant based on the violation type and the violation dialogue identifier.

9. A computer device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that, When the processor executes the computer program, it implements the steps of the method according to any one of claims 1 to 7.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by a processor, it implements the steps of the method according to any one of claims 1 to 7.

Images