Detection processing for resource service

Abstract

Embodiments of the present description provide a detection processing method and apparatus for a resource service. The detection processing method for a resource service comprises: in the process of performing service quality inspection processing on service data of a service provider of an acquired resource service, determining, by means of detection, a quality inspection execution object matching the service data in a quality inspection object set configured and published by the service provider; performing service quality inspection processing on the service data on the basis of service quality inspection rules included in a quality inspection policy associated with the determined quality inspection execution object; and determining a quality inspection result of the quality inspection execution object on the basis of rule-based quality inspection results of the service quality inspection rules, and performing quality inspection response processing for the quality inspection result on the basis of quality inspection response actions configured for the quality inspection execution object.

Description

Detection and processing of resource services Technical Field

[0001] This document relates to the field of data processing technology, and in particular to methods and devices for detecting and processing resource services. Background Art

[0002] With the continuous development and promotion of the Internet, the application scope of online services provided by the Internet has become increasingly wider and has gradually covered most users. In this case, various forms of online service scenarios have emerged, such as providing resource services online to help users manage resources. In the process of providing resource services to users online, customer service is often required to interact with users through online services. In this case, how to improve the service quality of online service interactions has become a focus of attention for all parties involved in resource services. Summary of the Invention

[0003] One or more embodiments of the present specification provide a method for detecting and processing a resource service, including: obtaining service data of a service provider of a resource service; detecting a quality inspection execution object that matches the service data in a set of quality inspection objects configured and published by the service provider; performing service quality inspection processing on the service data based on each service quality inspection rule contained in a quality inspection policy associated with the quality inspection execution object; determining a quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, and performing quality inspection response processing on the quality inspection result in accordance with the quality inspection response action configured for the quality inspection execution object.

[0004] One or more embodiments of the present specification provide a detection and processing device for a resource service, including: a service data acquisition module, configured to acquire service data of a service provider of a resource service; an object detection module, configured to detect a quality inspection execution object that matches the service data in a set of quality inspection objects configured and published by the service provider; a service quality inspection processing module, configured to perform service quality inspection processing on the service data based on each service quality inspection rule included in a quality inspection policy associated with the quality inspection execution object; a quality inspection response processing module, configured to determine a quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, and perform quality inspection response processing on the quality inspection result in accordance with the quality inspection response action configured for the quality inspection execution object.

[0005] One or more embodiments of the present specification provide a detection and processing device for a resource service, comprising: a processor; and a memory configured to store computer-executable instructions, wherein the computer-executable instructions, when executed, cause the processor to: obtain service data of a service provider of the resource service; detect a quality inspection execution object that matches the service data in a set of quality inspection objects configured and published by the service provider; perform service quality inspection processing on the service data based on each service quality inspection rule included in a quality inspection policy associated with the quality inspection execution object; determine a quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, and perform quality inspection response processing on the quality inspection result in accordance with the quality inspection response action configured for the quality inspection execution object.

[0006] One or more embodiments of the present specification provide a computer-readable storage medium for storing computer-executable instructions, which, when executed, implement the following steps: obtaining service data of a service provider of a resource service; detecting a quality inspection execution object that matches the service data in a set of quality inspection objects configured and published by the service provider; performing service quality inspection processing on the service data based on each service quality inspection rule included in a quality inspection policy associated with the quality inspection execution object; determining a quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, and performing quality inspection response processing on the quality inspection result in accordance with the quality inspection response action configured for the quality inspection execution object. BRIEF DESCRIPTION OF THE DRAWINGS

[0007] In order to more clearly illustrate one or more embodiments of this specification or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are only some embodiments recorded in this specification. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0008] FIG1 is a schematic diagram of an implementation environment of a detection and processing method for resource services provided by one or more embodiments of this specification.

[0009] FIG2 is a processing flow chart of a detection and processing method for a resource service provided by one or more embodiments of this specification.

[0010] FIG3 is a schematic diagram of a configuration publishing page for a quality inspection execution object provided by one or more embodiments of this specification.

[0011] FIG4 is a schematic diagram of a quality inspection strategy construction page provided in one or more embodiments of this specification.

[0012] FIG5 is a flowchart of a detection and processing method for resource services applied to a real-time voice customer service scenario, provided by one or more embodiments of this specification.

[0013] FIG6 is a processing flow chart of a detection processing method for resource services applied to a service quality detection scenario provided by one or more embodiments of this specification.

[0014] FIG7 is a schematic diagram of an embodiment of a detection and processing device for a resource service provided by one or more embodiments of this specification.

[0015] FIG8 is a schematic diagram of the structure of a detection and processing device for a resource service provided by one or more embodiments of this specification. DETAILED DESCRIPTION

[0016] In order to enable those skilled in the art to better understand the technical solutions in one or more embodiments of this specification, the technical solutions in one or more embodiments of this specification will be clearly and completely described below in conjunction with the drawings in one or more embodiments of this specification. Obviously, the described embodiments are only part of the embodiments of this specification, not all of the embodiments. Based on one or more embodiments of this specification, all other embodiments obtained by ordinary technicians in this field without making creative efforts should fall within the scope of protection of this document.

[0017] The detection and processing method for resource services provided in one or more embodiments of this specification can be applied to the implementation environment of service detection. Referring to Figure 1, the implementation environment at least includes: a service quality inspection system 101 for performing service quality inspection on the service data of the service party of the resource service, a customer service platform 102 for the service party to provide resource services to customers, and a task allocation system 103 for allocating quality inspection tasks or random inspection tasks generated during the service quality inspection processing. In addition, the implementation environment can also include a data conversion module 104 for performing data conversion processing on the service data, and a modal recognition model 105 for performing service modal recognition on the service data; wherein, the service quality inspection system 101, the customer service platform 102, and the task allocation system 103 can run on a server, where the server can be one or more servers, a server cluster composed of several servers, or a cloud server of a cloud computing platform.

[0018] In this implementation environment, the service provider generates service data in the process of providing resource services to customers through the customer service platform 102. After obtaining the service data of the service provider, the service quality inspection system 101 can detect the quality inspection execution object that matches the service data in the quality inspection object set configured and released by the service provider, and can also obtain the converted service data by inputting the service data into the data conversion module 104 for corresponding data conversion processing. Thereafter, based on the various service quality inspection rules contained in the quality inspection strategy associated with the quality inspection execution object, the service data or the converted service data is subjected to service quality inspection processing. During the service quality inspection processing, the modal recognition can also be called. Based on the model 105, multimodal service quality inspection processing is performed on the service data or the converted service data; the quality inspection results of the quality inspection execution object are determined according to the rule quality inspection results of each service quality inspection rule, and the quality inspection response processing of the quality inspection result is performed according to the quality inspection response action configured by the quality inspection execution object. Specifically, in the process of quality inspection response processing of the quality inspection result, if a quality inspection task or a random inspection task of the service data is generated, the task allocation system 103 is used to allocate the quality inspection task or the random inspection task, so that the service personnel to whom the task is assigned can perform corresponding quality inspection processing or random inspection processing on the assigned quality inspection task or random inspection task.

[0019] One or more embodiments of a detection and processing method for resource services provided in this specification are as follows.

[0020] 2 , the resource service detection and processing method provided in this embodiment specifically includes steps S202 to S208 .

[0021] Step S202: Acquire service data of the service provider of the resource service.

[0022] The resource service described in this embodiment refers to an online service that provides services such as resource management or resource allocation to customers. The subject of the resource service can be the customer's funds or other assets other than funds, or other forms of resources such as virtual resources. The service provider can be the provider of the resource service or a participant who provides corresponding services to customers through participating in the resource service, such as a tenant who provides resource services to customers through the resource service.

[0023] Service data refers to service data generated by a service provider in the process of providing resource services to clients, such as customer service data generated by the service provider providing resource services to clients. Service data may be in text, voice, and / or video format, and may also include data text, service voice, and / or multimedia data. Optionally, service data includes real-time voice data from online voice calls.

[0024] For example, data text can be service data generated during an online text conversation between the service personnel or intelligent customer service and the customer. Service voice can be service data generated during an online voice call between the service personnel or intelligent customer service and the customer. Multimedia data can be service data generated during an online video interaction between the service personnel or intelligent customer service and the customer.

[0025] In actual applications, in order to improve the quality inspection efficiency of service quality inspection processing for service data, so as to provide more timely quality inspection responses in resource service scenarios, in the process of service quality inspection processing of real-time voice data or multimedia data contained in the service data, the real-time voice data or multimedia data can be converted into text, and service quality inspection processing can be performed on the basis of the text text obtained by conversion. In the specific conversion process, the real-time voice data can be input into the voice-to-text algorithm for conversion processing to obtain the voice text of the real-time voice data, and the multimedia text of the multimedia data can be obtained by performing text recognition on the multimedia data.

[0026] Step S204: detecting a quality inspection execution object that matches the service data in the quality inspection object set configured and released by the service provider.

[0027] The quality inspection execution object described in this embodiment refers to a script or program that performs service quality inspection on service data. Specifically, the quality inspection execution object may be a quality inspection robot that automatically performs service quality inspection on the service provider's service data. A quality inspection object set refers to a collection of one or more quality inspection execution objects. The quality inspection execution objects in a quality inspection object set are configured and published by the service provider. Optionally, each quality inspection execution object configured and published by the service provider is added to its own quality inspection object set.

[0028] In an optional implementation manner provided by this embodiment, the quality inspection execution object is configured and published in the following manner: the quality inspection execution scope of the quality inspection execution object is determined based on the service instance configuration configured by the service provider for the quality inspection execution object; the quality inspection policy selected by the service provider in the quality inspection policy list is associated with the quality inspection execution object, and the publication processing of the quality inspection execution object is performed after the quality inspection response action of the configured quality inspection execution object.

[0029] For example, the configuration release page of the quality inspection execution object shown in Figure 3, when the service provider is performing the configuration release process of the quality inspection execution object, first enter the name of the quality inspection execution object through the configuration release page, and after entering the name, add a description of the quality inspection execution object. After completing the description addition, the service provider can select the service instance in the pre-created service instance list and configure it to the current quality inspection execution object to determine the quality inspection execution scope of the current quality inspection execution object; thereafter, the service provider can select the quality inspection policy in the quality inspection policy list to associate with the current quality inspection execution object. After completing the selection of the quality inspection policy, the currently configured quality inspection execution object can be released by clicking the "Submit" button configured on the configuration release page.

[0030] During specific implementation, after obtaining the service data of the service provider, before performing service quality inspection on the service data, it is necessary to determine the quality inspection execution object used for quality inspection on the service data. The quality inspection execution object currently performing service quality inspection on the service data of the service provider can be determined by detecting the quality inspection execution object that matches the service data in the quality inspection object set configured and published by the service provider.

[0031] During the specific execution process, the quality inspection execution object whose quality inspection execution scope matches the service type information contained in the service data can be determined by detecting whether the service type information contained in the service data matches the quality inspection execution scope of the quality inspection execution object, so that the quality inspection execution object obtained by the detection can be used as the quality inspection execution object for subsequent service quality inspection processing of the current service data.

[0032] In an optional implementation manner provided by this embodiment, detecting the quality inspection execution object in the quality inspection object set configured and published by the service provider that matches the service data includes: detecting whether the service type information contained in the service data matches the quality inspection execution scope of the quality inspection execution object published in the quality inspection object set; if so, taking the published quality inspection execution object whose quality inspection execution scope matches the service type information as the matched quality inspection execution object; if not, no processing is performed.

[0033] Among them, the service type information contained in the service data can be the service type information of the resource service, the identification information of the service provider, or the service time information of the service data; accordingly, the quality inspection execution scope of the quality inspection execution object can be the service type range. If the service type information of the resource service contained in the service data is within the service type range of the quality inspection execution object, a match is determined; or, the quality inspection execution scope of the quality inspection execution object can be the identification of the service provider. If the identification information of the service provider contained in the service data is the same as the identification of the service provider of the quality inspection execution object, a match is determined; or, the quality inspection execution scope of the quality inspection execution object can also be the service time range. If the service time information of the service data contained in the service data is within the service time range of the quality inspection execution object, a match is determined.

[0034] Step S206: Perform service quality inspection on the service data based on the service quality inspection rules included in the quality inspection policy associated with the quality inspection execution object.

[0035] The service quality inspection rules described in this embodiment refer to rules for performing service quality inspection on the data text, service voice, and / or multimedia data contained in the service data. The service quality inspection rules are stored in a quality inspection rule pool. The quality inspection rule pool can be a quality inspection rule pool set for the current resource service or a quality inspection rule pool set for multiple resource services including the current resource service.

[0036] Optionally, the service quality inspection rules in the quality inspection rule pool include service quality inspection rules that perform service quality inspection from multiple quality inspection dimensions, such as a quality inspection rule pool composed of service quality inspection rules that perform service quality inspection from quality inspection dimensions such as sales compliance, data security, service quality, and corporate systems.

[0037] For example, for the service data of the service personnel of the service provider, regular expression detection, keyword detection, and context duplication detection are performed on the service data using regular expression detection rules, keyword detection rules, and context duplication detection rules; silence detection, speaking speed detection, and interruption detection are performed on the service data using silence detection rules, speaking speed detection rules, and interruption detection rules; response attitude detection, service emotion detection, negative expression detection, expression fluency detection, service conflict detection, and service refusal behavior detection are performed on the service data using response attitude detection rules, service emotion detection rules, negative expression detection rules, expression fluency detection rules, service conflict detection, and service refusal behavior detection rules; or complaint process detection, process upgrade detection, and commitment detection are performed on the service data using complaint process detection rules, process upgrade detection rules, and commitment detection rules.

[0038] The quality inspection policy refers to a policy for performing service quality inspection, which is constructed by assembling service quality inspection rules. A quality inspection policy is specifically constructed by assembling one or more service quality inspection rules. Optionally, the quality inspection policy is constructed based on at least one quality inspection rule in the quality inspection rule pool of the resource service and the rule relationship configured for the at least one quality inspection rule.

[0039] Rule relationships include AND relationships / OR relationships / non-relationships among multiple service quality inspection rules for constructing a quality inspection strategy. The AND relationship among multiple service quality inspection rules refers to simultaneously satisfying multiple service quality inspection rules for constructing a quality inspection strategy; the AND relationship among multiple service quality inspection rules refers to satisfying only any one of the multiple service quality inspection rules for constructing a quality inspection strategy; the AND relationship among multiple service quality inspection rules refers to not satisfying any one of the multiple service quality inspection rules for constructing a quality inspection strategy.

[0040] For example, as shown in FIG4 , the construction page of the quality inspection strategy, in the process of constructing the quality inspection strategy, first select the rule relationship through the construction page, specifically, you can select any rule relationship in the rule relationship list consisting of AND relationship, OR relationship, and NOT relationship. After completing the rule relationship selection, add the service quality inspection rules through the construction page, specifically, select one or more service quality inspection rules in the rule list. The rule list is specifically composed of text-type service quality inspection rules, voice-type service quality inspection rules and multimodal-type service quality inspection rules; among them, text-type service quality inspection rules include: regular expression detection rules, keyword detection rules, context repetition detection rules; voice-type service quality inspection rules include: silence detection rules, speaking speed detection rules, interruption detection rules, recording time detection rules; multimodal-type service quality inspection rules include: response attitude detection rules, service emotion detection rules, negative expression detection rules, expression fluency detection rules, service conflict detection rules, and service rejection behavior detection rules.

[0041] Optionally, after the configuration is published, the quality inspection execution object establishes an association with the quality inspection policy; and after the effective time of the quality inspection policy expires, the policy status of the quality inspection policy is updated from the published status to the offline status, and the association with the quality inspection execution object is released.

[0042] This embodiment can flexibly select service quality inspection rules when constructing quality inspection policies, and can flexibly use quality inspection policies in the configuration and release process of quality inspection execution objects. In this way, by binding quality inspection policies with quality inspection execution objects, flexible use of service quality inspection rules and quality inspection policies can be achieved.

[0043] During the specific execution process, the quality inspection policy is added to the quality inspection policy list after being published, so as to be selected during the configuration release process of the quality inspection execution object. In order to ensure the accuracy and effectiveness of the service quality inspection processing of the service quality inspection rules contained in the quality inspection policy in the quality inspection policy list, the quality inspection policy can be tested before the release of the quality inspection policy, and the quality inspection policy whose test results meet the test indicators is selected according to the test results to be released to be added to the quality inspection policy list. In an optional implementation method provided by this embodiment, the quality inspection policy in the quality inspection policy list is tested and processed by the following operations before being released: the historical service data of the resource service is input into the quality inspection policy for quality inspection processing, and the test result of the quality inspection policy is determined according to the quality inspection result and the actual risk level of the historical service data.

[0044] During specific implementation, based on the quality inspection execution object that matches the service data in the quality inspection object set configured and published by the service provider determined through detection, in the process of performing service quality inspection on the service data based on the determined quality inspection execution object, specifically, service quality inspection is performed on the service data based on each service quality inspection rule contained in the quality inspection policy associated with the quality inspection execution object, and the rule quality inspection result of each service quality inspection rule is obtained by performing service quality inspection. The rule quality inspection result can be a quality inspection risk level, and the quality inspection risk level includes a first risk level, a second risk level and / or a third risk level; wherein, the first risk level indicates that the current service data has a lower level of service anomalies or service quality risks, and the second risk level indicates that the current service data has a higher level of service anomalies or service quality risks, that is, the possibility of service anomalies or service quality risks at the second risk level is greater than that of service anomalies or service quality risks at the first risk level, and the possibility of service anomalies or service quality risks at the third risk level is greater than that of service anomalies or service quality risks at the second risk level.

[0045] Here, in order to improve the detection efficiency and detection accuracy of service quality inspection processing, the corresponding service quality inspection rules can be determined based on the data type of the service data to perform service quality inspection processing. In an optional implementation provided by this embodiment, service quality inspection processing is performed on the service data based on the service quality inspection rules contained in the quality inspection policy associated with the quality inspection execution object, including: determining the service quality inspection rules corresponding to the source data type contained in the quality inspection policy based on the source data type corresponding to the data text contained in the service data; and performing detection processing on the data text according to the determined service quality inspection rules to obtain rule quality inspection results.

[0046] Among them, the source data type includes text type, voice type and / or multimodal type; the service quality inspection rules corresponding to the text type include: regular expression detection rules, keyword detection rules, context repetition detection rules; the service quality inspection rules corresponding to the voice type include: silence detection rules, speaking speed detection rules, interruption detection rules, recording time detection rules; the service quality inspection rules corresponding to the multimodal type include: response attitude detection rules, service emotion detection rules, negative expression detection rules, expression fluency detection rules, service conflict detection rules, and service refusal behavior detection rules.

[0047] Furthermore, in the process of performing service quality inspection on the data text according to the determined service quality inspection rules, in order to improve the service quality inspection density and thereby improve the detection accuracy of the service quality inspection, an optional implementation manner provided in this embodiment performs service quality inspection by detecting a keyword sequence obtained by combining text keywords in the data text. Specifically, the data text is detected and processed according to the determined service quality inspection rules to obtain rule quality inspection results, including: extracting text keywords in the data text, and combining the text keywords to obtain a keyword sequence; performing quality inspection keyword detection on the data text and the keyword sequence according to the determined service quality inspection rules to obtain rule quality inspection results.

[0048] As mentioned above, the data form of the service data includes text form, voice form and / or video form. The service quality inspection processing process of the service data in these three data forms is described below respectively.

[0049] In the first optional implementation provided by this embodiment, service quality inspection is performed on the service data based on the service quality inspection rules contained in the quality inspection policy associated with the quality inspection execution object, including: based on the text quality inspection rules contained in the quality inspection policy, data text detection is performed on the data text contained in the service data to obtain the rule quality inspection results of the text quality inspection rules; wherein, the data text detection includes at least one of the following: quality inspection keyword detection on the data text, regular expression detection on the data text, and keyword repetition detection on the data text.

[0050] In the second optional implementation provided by this embodiment, service quality inspection is performed on the service data based on the service quality inspection rules contained in the quality inspection policy associated with the quality inspection execution object, including: based on the voice quality inspection rules contained in the quality inspection policy, voice quality inspection is performed on the voice text and voice time information contained in the service data to obtain the rule quality inspection results of the voice quality inspection rules; the voice text is obtained by converting the service voice.

[0051] In the third optional implementation provided by this embodiment, service quality inspection is performed on the service data based on the service quality inspection rules contained in the quality inspection policy associated with the quality inspection execution object, including: based on the multimedia quality inspection rules contained in the quality inspection policy, multimedia quality inspection is performed on the multimedia text and multimedia information contained in the service data to obtain the rule quality inspection results of the multimedia quality inspection rules; the multimedia text is obtained by performing text recognition on the multimedia data.

[0052] In addition, during the service quality inspection process of service data, the service attitude, service emotion, service quality and other modalities of the service data can also be detected from a multimodal perspective. In an optional implementation provided by this embodiment, the service quality inspection is performed on the service data based on the service quality inspection rules contained in the quality inspection strategy associated with the quality inspection execution object, including: inputting the service data into a modal recognition model for service modal recognition to obtain service modal information; performing modal detection on the service modal information based on the multimodal quality inspection rules contained in the quality inspection strategy to obtain the rule quality inspection results of the multimodal quality inspection rules.

[0053] Among them, the service modal information includes response attitude information, service emotion information, negative expression information, expression fluency information, service conflict information and / or service rejection behavior information; accordingly, modal detection is performed on the service modal information based on the multimodal quality inspection rules contained in the quality inspection strategy, including response attitude detection on the response attitude information based on the response attitude detection rule, service emotion detection on the service emotion information based on the service emotion detection rule, negative expression detection on the negative expression information based on the negative expression detection rule, expression fluency detection on the expression fluency information based on the expression fluency detection rule, service conflict detection on the service conflict information based on the service conflict detection rule, and / or service rejection behavior detection on the service rejection behavior information based on the service rejection behavior detection rule.

[0054] It should be noted that the four implementation methods of performing service quality inspection on service data provided above can be combined according to the needs of the actual execution scenario to form a new implementation method of service quality inspection. For example, the service data is input into the modal recognition model for service modal recognition to obtain service modal information, and the service modal information is modally detected based on the multimodal quality inspection rules included in the quality inspection strategy to obtain the rule quality inspection results of the multimodal quality inspection rules. Based on the text quality inspection rules included in the quality inspection strategy, data text detection is performed on the data text contained in the service data to obtain the rule quality inspection results of the text quality inspection rules.

[0055] In actual applications, in scenarios where the service personnel or intelligent customer service of the service provider provide resource services to customers, there may also be situations where customers make service complaints. In response to this, the service data is quality inspected based on the quality inspection rules contained in the quality inspection strategy associated with the quality inspection execution object, including: detecting whether the service data contains complaint keywords of the complaint quality inspection rules contained in the quality inspection strategy; if so, determining that the quality inspection risk level of the complaint quality inspection rules is the third risk level; if not, determining that the quality inspection risk level of the complaint quality inspection rules is the first risk level.

[0056] Step S208: determining the quality inspection result of the quality inspection execution object according to the quality inspection results of the service quality inspection rules, and performing quality inspection response processing on the quality inspection result according to the quality inspection response action configured for the quality inspection execution object.

[0057] After the service quality inspection rules contained in the quality inspection strategy associated with the above-mentioned quality inspection execution object are used to perform service quality inspection on the service data, the rule quality inspection results of each service quality inspection rule are obtained. Based on this, this embodiment determines the overall quality inspection results of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, and performs quality inspection response processing on the quality inspection results according to the quality inspection response action configured for the quality inspection execution object.

[0058] In this embodiment, in the process of determining the quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, the rule quality inspection results of each service quality inspection rule can be combined based on the rule relationship of the service quality inspection rules to obtain the overall quality inspection result of the quality inspection execution object. Specifically, in an optional implementation manner provided by this embodiment, the quality inspection result of the quality inspection execution object is determined based on the rule quality inspection results of each service quality inspection rule, including: determining the combination method of the rule quality inspection results according to the rule relationship of the service quality inspection rules configured in the quality inspection strategy; combining the rule quality inspection results of the service quality inspection rules according to the combination method to obtain the quality inspection result.

[0059] For example, if the relationship between the service quality inspection rules configured in the quality inspection policy is an AND relationship, then the rule quality inspection results of each service quality inspection rule are AND-calculated, and the quality inspection risk level obtained by the AND-calculation is used as the overall quality inspection result of the quality inspection execution object.

[0060] It should be pointed out that in the process of determining the quality inspection results of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, when the rule quality inspection results of each service quality inspection rule are the quality inspection risk level, the quality inspection risk level of the quality inspection execution object can also be determined based on the rule quality inspection results of each service quality inspection rule and the rule relationship of each service quality inspection rule as the quality inspection result of the quality inspection execution object.

[0061] For example, based on the speech quality inspection rules included in the quality inspection strategy associated with the quality inspection execution object, speech quality inspection is performed on the speech text to obtain the quality inspection risk level of the speech quality inspection rules. Then, the quality inspection risk level of the quality inspection execution object is determined according to the rule relationship between the speech quality inspection rules configured in the quality inspection strategy and the quality inspection risk level of the speech quality inspection rules. For another example, according to the text quality inspection rules, quality inspection keyword detection is performed on the data text and keyword sequence to obtain the rule quality inspection result of the text quality inspection rule, and the service data is input into the modal recognition model for service modal recognition to obtain service modal information, and modal detection is performed on the service modal information based on the multimodal quality inspection rules to obtain the rule quality inspection result of the multimodal quality inspection rule. Then, according to the rule relationship between the text quality inspection rule and the multimodal quality inspection rule and the rule quality inspection results of the two, the quality inspection result of the quality inspection execution object is determined.

[0062] During specific implementation, after determining the quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, starting from the quality inspection result of the quality inspection execution object, quality inspection response processing of the quality inspection result is performed according to the quality inspection response action configured for the quality inspection execution object. Specifically, in an optional implementation manner provided by this embodiment, quality inspection response processing of the quality inspection result is performed according to the quality inspection response action configured for the quality inspection execution object, including: in the quality inspection response action configured for the quality inspection execution object, determining the quality inspection response action of the quality inspection risk level mapping contained in the quality inspection result, and executing the quality inspection response action of the quality inspection risk level mapping.

[0063] Among them, the quality inspection risk level included in the quality inspection result refers to the overall quality inspection risk level of the quality inspection execution object; the quality inspection response action refers to the processing action of performing corresponding quality inspection and corresponding processing based on the quality inspection result of the execution object. The quality inspection response action includes: sampling service data, generating spot inspection tasks for the sampled service data and assigning spot inspection tasks, generating service reminders carrying quality inspection risk levels and sending them to the service personnel corresponding to the sampled service data, and / or creating quality inspection tasks for the sampled service data and assigning tasks.

[0064] Optionally, if the quality inspection risk level is the first risk level, the quality inspection response action of executing the quality inspection risk level mapping includes: sampling the service data, generating a spot inspection task for the sampled service data, and assigning the spot inspection task; if the quality inspection risk level is the second risk level, the quality inspection response action of executing the quality inspection risk level mapping includes: generating a service reminder carrying the quality inspection risk level and sending it to the service personnel corresponding to the sampled service data, or, creating a quality inspection task for the sampled service data and assigning the quality inspection task.

[0065] During the specific execution process, the random inspection task allocation can be carried out based on the task configuration information generated by the pre-performed random inspection task configuration. For example, the random inspection task configuration can be implemented in the following manner: according to the task configuration request submitted by the service party, the task configuration page is returned to the service party, so that the random inspection task configuration is performed through the task configuration page; similarly, the quality inspection task allocation can be carried out based on the task configuration information generated by the pre-performed quality inspection task configuration. For example, the quality inspection task configuration can be implemented in the following manner: according to the task configuration request submitted by the service party, the task configuration page is returned to the service party, so that the quality inspection task configuration is performed through the task configuration page; for example, the quality inspection service personnel of the quality inspection task is filled in on the task configuration page, and the quality inspection allocation rules are selected. After completing the filling in of the quality inspection service personnel and the selection of the quality inspection allocation rules, the quality inspection service personnel and the quality inspection allocation rules can be recorded and stored. Subsequently, in the process of generating quality inspection tasks and performing quality inspection task allocation, quality inspection tasks can be allocated based on the stored quality inspection service personnel and quality inspection allocation rules, so that the quality inspection tasks can be allocated to the corresponding quality inspection service personnel for corresponding quality inspection task processing.

[0066] In actual applications, when the quality inspection risk level of the quality inspection execution object is the second risk level, the quality inspection response action for executing the quality inspection risk level mapping is to generate a service reminder carrying the quality inspection risk level and send it to the service personnel corresponding to the service data. After the service reminder is sent to the service personnel, there may be a situation where the service personnel raises an objection to the current service reminder. In response to this, an optional implementation method provided by this embodiment is that after generating a service reminder carrying the quality inspection risk level and sending it to the service personnel corresponding to the service data, a quality inspection review task for the service data is generated based on the complaint request submitted by the service personnel, and the quality inspection review task is assigned to the reviewer configured by the service party to perform quality inspection review processing of the service data, thereby improving the accuracy of service quality inspection and reducing disputes over service quality inspection through quality inspection review processing.

[0067] In addition, when the quality inspection risk level of the quality inspection execution object is the first risk level, the service data is sampled, and a random inspection task is generated for the sampled service data and the random inspection task is assigned, in order to improve the processing efficiency of the random inspection task after the subsequent random inspection task assignment, the part of the service data with service anomalies or service quality risks can also be located, so that the random inspection can be quickly performed with the help of the positioning results during the processing of the random inspection task. Specifically, in an optional implementation manner provided by this embodiment, after creating a quality inspection task for the sampled service data and assigning the quality inspection task for execution, it also includes: based on the risk keywords contained in the voice text in the service data, the service voice corresponding to the voice text is segmented to obtain the risk voice segment corresponding to the risk keyword; if it is detected that the voice playback identifier configured for the risk keyword is triggered, the risk voice segment is played.

[0068] In the scenario where real-time voice data or multimedia data is converted into text and service quality inspection processing is performed on the basis of the text obtained by the conversion, in the process of determining the quality inspection result of the quality inspection execution object according to the rule quality inspection results of each service quality inspection rule, when the quality inspection risk level of the quality inspection execution object is determined, quality inspection response processing of the quality inspection result is performed in accordance with the quality inspection response action configured for the quality inspection execution object, including: if the quality inspection risk level included in the quality inspection result is the second risk level, generating a dynamic risk reminder for the online voice call and performing reminder processing, thereby providing real-time service quality inspection processing and reminders, and assisting the service personnel or smart customers of the service provider to provide more targeted and better services based on the dynamic risk reminders.

[0069] As described above, in the scenario where the service personnel or intelligent customer service of the service party provide resource services to the customer, there may also be situations where the customer makes a service complaint. In response to this, the service data is quality-inspected by detecting whether the service data contains the complaint keywords of the complaint quality inspection rules contained in the quality inspection policy. If the quality inspection risk level obtained after the quality inspection is the third risk level, the quality inspection response processing of the quality inspection result is performed according to the quality inspection response action configured by the quality inspection execution object, including: generating an interaction request for the service data and sending it to the customer corresponding to the service data; if a rejection instruction of the interaction request is detected, generating an approval task for the service data and performing task processing.

[0070] The following takes the application of a detection and processing method for a resource service provided in this embodiment in a real-time voice customer service scenario as an example, and combines Figure 5 to further illustrate the detection and processing method for the resource service provided in this embodiment. Referring to Figure 5, the detection and processing method for a resource service applied to a real-time voice customer service scenario specifically includes the following steps.

[0071] Step S502: obtaining real-time voice data of an online voice call made by a customer service representative of a resource service provider.

[0072] Step S504 : Check whether the service type information included in the service data matches the quality inspection execution scope of the quality inspection execution object published in the quality inspection object set configured and published by the service provider.

[0073] If so, the published quality inspection execution object whose quality inspection execution scope matches the service type information is used as the matched quality inspection execution object, and steps S506 to S512 are executed; if not, no processing is performed.

[0074] Step S506: input the real-time voice data into a voice-to-text algorithm for conversion processing to obtain the voice text of the real-time voice data.

[0075] Step S508 : Based on the speech quality inspection rules included in the quality inspection policy associated with the quality inspection execution object, a speech quality inspection process is performed on the speech text to obtain the quality inspection risk level of the speech quality inspection rule.

[0076] Step S510: Determine the quality inspection risk level of the quality inspection execution object according to the rule relationship between the voice quality inspection rules configured in the quality inspection policy and the quality inspection risk level of the voice quality inspection rules.

[0077] In step S512, if the quality inspection risk level of the quality inspection execution object is the second risk level, a dynamic risk reminder for the online voice call is generated and reminder processing is performed.

[0078] It should be noted that any one of steps S502 to S512 or any combination of multiple steps can be replaced by the corresponding technical means provided in the above steps S202 to S208 according to the needs of implementation and deployment, and will not be described one by one here.

[0079] The following takes the application of a detection and processing method for a resource service provided in this embodiment in a service quality detection scenario as an example, and combines Figure 6 to further illustrate the detection and processing method for the resource service provided in this embodiment. Referring to Figure 6, the detection and processing method for the resource service applied to the service quality detection scenario specifically includes the following steps.

[0080] Step S602: Acquire service data of the service provider of the resource service.

[0081] Step S604: Detect the quality inspection execution objects that match the service data in the quality inspection object set configured and released by the service provider.

[0082] Step S606 : Determine text quality inspection rules and multimodal quality inspection rules corresponding to the source data type contained in the quality inspection policy associated with the quality inspection execution object according to the source data type corresponding to the data text contained in the service data.

[0083] Step S608: extract text keywords from the data text, and combine the text keywords to obtain a keyword sequence.

[0084] Step S610: Perform quality inspection keyword detection on the data text and keyword sequence according to the text quality inspection rule to obtain the rule quality inspection result of the text quality inspection rule.

[0085] Step S612: Input the service data into the modality recognition model to perform service modality recognition and obtain service modality information.

[0086] Step S614: Perform modality detection on the service modality information based on the multimodal quality inspection rule to obtain a rule quality inspection result of the multimodal quality inspection rule.

[0087] Step S616: Determine the quality inspection result of the quality inspection execution object according to the rule relationship between the text quality inspection rule and the multimodal quality inspection rule and the quality inspection results of the two rules.

[0088] Step S618: Determine the quality inspection response action mapped to the quality inspection risk level included in the quality inspection result in the quality inspection response action configured for the quality inspection execution object, and execute the quality inspection response action mapped to the quality inspection risk level.

[0089] Among them, if the quality inspection risk level is the first risk level, the quality inspection response action mapped by the quality inspection risk level is executed, including: sampling the service data, generating spot inspection tasks for the sampled service data, and assigning the spot inspection tasks; if the quality inspection risk level is the second risk level, the quality inspection response action mapped by the quality inspection risk level is executed, including: generating a service reminder carrying the quality inspection risk level and sending it to the service personnel corresponding to the service data; thereafter, based on the complaint request submitted by the service personnel, a quality inspection review task for the service data is generated, and the quality inspection review task is assigned to the review personnel configured by the service party to perform quality inspection review processing on the service data.

[0090] It should be noted that any one of steps S602 to S618 or any combination of multiple steps can be replaced by the corresponding technical means provided in the above steps S202 to S208 according to the needs of implementation and deployment, and will not be described one by one here.

[0091] An embodiment of a detection and processing device for resource services provided in this specification is as follows.

[0092] In the above embodiment, a method for detecting and processing resource services is provided. Correspondingly, a device for detecting and processing resource services is also provided, which will be described below with reference to the accompanying drawings.

[0093] 7 , which shows a schematic diagram of an embodiment of a detection and processing device for a resource service provided by this embodiment.

[0094] Since the device embodiment corresponds to the method embodiment, the description is relatively simple. For the relevant parts, please refer to the corresponding description of the method embodiment provided above. The device embodiment described below is only illustrative.

[0095] This embodiment provides a detection and processing device for resource services, which includes: a service data acquisition module 702, configured to acquire service data of a service provider of a resource service; an object detection module 704, configured to detect a quality inspection execution object that matches the service data in a set of quality inspection objects configured and published by the service provider; a service quality inspection processing module 706, configured to perform service quality inspection processing on the service data based on each service quality inspection rule included in a quality inspection policy associated with the quality inspection execution object; a quality inspection response processing module 708, configured to determine a quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, and perform quality inspection response processing on the quality inspection result according to the quality inspection response action configured for the quality inspection execution object.

[0096] An embodiment of a detection and processing device for resource services provided in this specification is as follows.

[0097] Corresponding to the detection and processing method for a resource service described above, based on the same technical concept, one or more embodiments of this specification also provide a detection and processing device for a resource service, which is used to execute the detection and processing method for a resource service provided above. Figure 8 is a structural schematic diagram of a detection and processing device for a resource service provided by one or more embodiments of this specification.

[0098] This embodiment provides a detection and processing device for resource services, including: As shown in FIG8 , the detection and processing device for resource services may vary significantly due to different configurations or performance, and may include one or more processors 801 and memory 802. The memory 802 may store one or more application programs or data. The memory 802 may be a temporary storage or a persistent storage. The application stored in the memory 802 may include one or more modules (not shown), each of which may include a series of computer-executable instructions in the detection and processing device for resource services. Furthermore, the processor 801 may be configured to communicate with the memory 802 to execute the series of computer-executable instructions in the memory 802 on the detection and processing device for resource services. The detection and processing device for resource services may also include one or more power supplies 803, one or more wired or wireless network interfaces 804, one or more input / output interfaces 805, one or more keyboards 806, and the like.

[0099] In a specific embodiment, a detection and processing device for a resource service includes a memory, and one or more programs, wherein the one or more programs are stored in the memory, and the one or more programs may include one or more modules, and each module may include a series of computer-executable instructions for the detection and processing device for the resource service, and is configured to be executed by one or more processors to include the one or more programs for performing the following computer-executable instructions: obtaining service data of a service provider of a resource service; detecting a quality inspection execution object that matches the service data in a set of quality inspection objects configured and published by the service provider; performing service quality inspection processing on the service data based on each service quality inspection rule included in a quality inspection policy associated with the quality inspection execution object; determining a quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, and performing quality inspection response processing on the quality inspection result according to the quality inspection response action configured by the quality inspection execution object.

[0100] An embodiment of a computer-readable storage medium provided in this specification is as follows.

[0101] Corresponding to the detection and processing method for a resource service described above, based on the same technical concept, one or more embodiments of this specification further provide a computer-readable storage medium.

[0102] The computer-readable storage medium provided in this embodiment is used to store computer-executable instructions, which implement the following steps when executed: obtaining service data of a service provider of a resource service; detecting a quality inspection execution object that matches the service data in a set of quality inspection objects configured and published by the service provider; performing service quality inspection processing on the service data based on each service quality inspection rule contained in a quality inspection policy associated with the quality inspection execution object; determining a quality inspection result of the quality inspection execution object based on the rule quality inspection results of each service quality inspection rule, and performing quality inspection response processing on the quality inspection result in accordance with the quality inspection response action configured for the quality inspection execution object.

[0103] It should be noted that the embodiment of a computer-readable storage medium in this specification and the embodiment of a detection and processing method for a resource service in this specification are based on the same inventive concept. Therefore, the specific implementation of this embodiment can refer to the implementation of the aforementioned corresponding method, and the repeated parts will not be repeated.

[0104] The various embodiments in this specification are described in a progressive manner, and the same or similar parts between the various embodiments can be referred to each other. Each embodiment focuses on the differences from other embodiments. For example, the device embodiment, equipment embodiment and computer-readable storage medium embodiment are similar to the method embodiment, so the description is relatively simple. For relevant content in the device embodiment, equipment embodiment and computer-readable storage medium embodiment, please refer to the partial description of the method embodiment.

[0105] The foregoing description of this specification describes specific embodiments. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recited in the claims can be performed in an order different from that described in the embodiments and still achieve the desired results. Furthermore, the processes depicted in the accompanying drawings do not necessarily require the specific order shown or the sequential order to achieve the desired results. In certain embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0106] In the 1930s, technological improvements could be clearly distinguished as either hardware improvements (for example, improvements to circuit structures like diodes, transistors, and switches) or software improvements (improvements to process flows). However, with the advancement of technology, many process flow improvements today can now be considered direct improvements to hardware circuit structures. Designers almost always create the corresponding hardware circuit structure by programming the improved process flow into the hardware circuit. Therefore, it cannot be said that a process flow improvement cannot be implemented using hardware modules. For example, a programmable logic device (PLD), such as a field programmable gate array (FPGA), is an integrated circuit whose logical function is determined by user programming. Designers can "integrate" a digital system on a PLD by programming it themselves, without having to hire a chip manufacturer to design and manufacture a dedicated integrated circuit chip. Moreover, nowadays, instead of manually fabricating integrated circuit chips, this programming is mostly done using "logic compiler" software. This is similar to the software compiler used when developing programs. Before compilation, the original code must also be written in a specific programming language, called a hardware description language (HDL). There is not just one HDL, but many, such as ABEL (Advanced Boolean Expression Language), AHDL (Altera Hardware Description Language), Confluence, CUPL (Cornell University Programming Language), HDCal, JHDL (Java Hardware Description Language), Lava, Lola, MyHDL, PALASM, RHDL (Ruby Hardware Description Language), etc. The most commonly used are VHDL (Very-High-Speed ​​Integrated Circuit Hardware Description Language) and Verilog. Those skilled in the art will also understand that by simply programming the method flow in one of these hardware description languages ​​and then programming it into an integrated circuit, a hardware circuit that implements the logic method flow can be easily obtained.

[0107] The controller can be implemented in any suitable manner. For example, the controller can take the form of a microprocessor or processor and a computer-readable medium storing computer-readable program code (e.g., software or firmware) executable by the (micro)processor, logic gates, switches, application-specific integrated circuits (ASICs), programmable logic controllers, and embedded microcontrollers. Examples of controllers include, but are not limited to, the following microcontrollers: ARC 625D, Atmel AT91SAM, Microchip PIC18F26K20, and Silicone Labs C8051F320. The memory controller can also be implemented as part of the control logic of the memory. Those skilled in the art will also know that in addition to implementing the controller in a purely computer-readable program code format, the controller can be implemented in the form of logic gates, switches, application-specific integrated circuits, programmable logic controllers, and embedded microcontrollers by logically programming the method steps. Therefore, such a controller can be considered a hardware component, and the devices included therein for implementing various functions can also be considered as structures within the hardware component. Or even, the devices for implementing various functions can be considered as both software modules that implement the method and structures within the hardware component.

[0108] The systems, devices, modules, or units described in the above embodiments may be implemented by computer chips or entities, or by products having certain functions. A typical implementation device is a computer. Specifically, the computer may be, for example, a personal computer, a laptop computer, a cellular phone, a camera phone, a smartphone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

[0109] For the convenience of description, the above devices are described as being divided into various units according to their functions. Of course, when implementing the embodiments of this specification, the functions of each unit can be implemented in the same or multiple software and / or hardware.

[0110] Those skilled in the art will appreciate that one or more embodiments of this specification may be provided as a method, system, or computer program product. Thus, one or more embodiments of this specification may take the form of an entirely hardware embodiment, an entirely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, this specification may take the form of a computer program product implemented on one or more computer-readable storage media (including but not limited to magnetic disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0111] This specification is described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), and computer program products according to the embodiments of this specification. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of the processes and / or boxes in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device produce a device for implementing the functions specified in one or more processes in the flowchart and / or one or more boxes in the block diagram.

[0112] These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce a product including an instruction device that implements the functions specified in one or more processes in the flowchart and / or one or more boxes in the block diagram.

[0113] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, so that the instructions executed on the computer or other programmable device provide steps for implementing the functions specified in one or more processes in the flowchart and / or one or more boxes in the block diagram.

[0114] In a typical configuration, a computing device includes one or more processors (CPUs), input / output interfaces, network interfaces, and memory.

[0115] Memory may include non-permanent storage in a computer-readable medium, random access memory (RAM) and / or non-volatile memory in the form of read-only memory (ROM) or flash RAM. Memory is an example of a computer-readable medium.

[0116] Computer-readable media include permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. The information can be computer-readable instructions, data structures, program modules or other data. Examples of computer-readable storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, magnetic disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer-readable media does not include transitory media such as modulated data signals and carrier waves.

[0117] It should also be noted that the terms "comprises," "includes," or any other variations thereof are intended to encompass non-exclusive inclusion, such that a process, method, commodity, or apparatus comprising a series of elements includes not only those elements but also other elements not explicitly listed, or elements inherent to such process, method, commodity, or apparatus. In the absence of further limitations, an element defined by the phrase "comprising at least one ..." does not exclude the presence of additional identical elements in the process, method, commodity, or apparatus comprising the element.

[0118] One or more embodiments of this specification may be described in the general context of computer-executable instructions executed by a computer, such as program modules. Generally, program modules include routines, programs, objects, components, data structures, and the like that perform specific tasks or implement specific abstract data types. One or more embodiments of this specification may also be practiced in distributed computing environments where tasks are performed by remote processing devices connected via a communications network. In a distributed computing environment, program modules may be located in local and remote computer storage media, including storage devices.

[0119] The foregoing description is merely an example of the present invention and is not intended to limit the present invention. Persons skilled in the art will readily appreciate that various modifications and variations of the present invention are possible. Any modifications, equivalent substitutions, or improvements made within the spirit and principles of the present invention are intended to be included within the scope of the claims herein.

Claims

1. A method for detecting and processing a resource service, comprising: Get the service data of the service provider of the resource service; Detecting a quality inspection execution object that matches the service data in the quality inspection object set configured and published by the service provider; Performing service quality inspection on the service data based on the service quality inspection rules contained in the quality inspection policy associated with the quality inspection execution object; The quality inspection result of the quality inspection execution object is determined according to the rule quality inspection results of the service quality inspection rules, and the quality inspection response processing of the quality inspection result is performed according to the quality inspection response action configured for the quality inspection execution object.

2. According to the detection and processing method for resource services according to claim 1, the quality inspection strategy is constructed based on at least one quality inspection rule in the quality inspection rule pool of the resource service and the rule relationship configured for the at least one quality inspection rule.

3. The detection and processing method for resource services according to claim 1, wherein the quality inspection execution object establishes an association with the quality inspection policy after configuration release; Furthermore, after the effective time of the quality inspection policy expires, the policy state of the quality inspection policy is updated from the published state to the offline state, and the association with the quality inspection execution object is released.

4. The resource service detection and processing method according to claim 3, wherein the quality inspection execution object is configured and published in the following manner: Determining the quality inspection execution scope of the quality inspection execution object according to the service instance configuration configured by the service provider for the quality inspection execution object; The quality inspection policy selected by the service provider in the quality inspection policy list is associated with the quality inspection execution object, and the release processing of the quality inspection execution object is performed after the quality inspection response action of the quality inspection execution object is configured.

5. The detection and processing method for resource services according to claim 1, wherein the detecting of the quality inspection execution object that matches the service data in the quality inspection object set configured and published by the service provider comprises: Detecting whether the service type information included in the service data matches the quality inspection execution scope of the quality inspection execution object published in the quality inspection object set; If so, the published quality inspection execution object whose quality inspection execution scope matches the service type information is used as the matched quality inspection execution object.

6. The resource service detection and processing method according to claim 1, wherein the performing of service quality inspection on the service data based on each service quality inspection rule included in the quality inspection policy associated with the quality inspection execution object comprises: Determining, according to the source data type corresponding to the data text included in the service data, the service quality inspection rule corresponding to the source data type included in the quality inspection policy; The data text is inspected and processed according to the determined service quality inspection rules to obtain rule quality inspection results.

7. The resource service detection and processing method according to claim 6, wherein the detecting and processing of the data text according to the determined service quality inspection rules to obtain the rule quality inspection results comprises: Extracting text keywords from the data text, and combining the text keywords to obtain a keyword sequence; Perform quality inspection keyword detection on the data text and the keyword sequence according to the determined service quality inspection rules to obtain rule quality inspection results.

8. The resource service detection and processing method according to claim 1, wherein the performing of service quality inspection on the service data based on each service quality inspection rule included in the quality inspection policy associated with the quality inspection execution object comprises: Inputting the service data into a modality recognition model to perform service modality recognition to obtain service modality information; Perform modality detection on the service modality information based on the multimodal quality inspection rules included in the quality inspection strategy to obtain rule quality inspection results of the multimodal quality inspection rules.

9. The resource service detection and processing method according to claim 1, wherein the performing of service quality inspection on the service data based on each service quality inspection rule included in the quality inspection policy associated with the quality inspection execution object comprises: Based on the text quality inspection rules included in the quality inspection strategy, perform data text inspection on the data text included in the service data to obtain rule quality inspection results of the text quality inspection rules; The data text detection includes at least one of the following: performing quality inspection keyword detection on the data text, performing regular expression detection on the data text, and performing keyword repetition detection on the data text.

10. The resource service detection and processing method according to claim 1, wherein the performing of service quality inspection on the service data based on each service quality inspection rule included in the quality inspection policy associated with the quality inspection execution object comprises: Based on the voice quality inspection rules included in the quality inspection policy, performing voice quality inspection on the voice text and voice time information included in the service data to obtain a rule quality inspection result of the voice quality inspection rule; the voice text is obtained by converting the service voice; or, Based on the multimedia quality inspection rules included in the quality inspection strategy, multimedia quality inspection is performed on the multimedia text and multimedia information included in the service data to obtain rule quality inspection results of the multimedia quality inspection rules; the multimedia text is obtained by performing text recognition on the multimedia data.

11. The detection and processing method for resource services according to claim 6, wherein determining the quality inspection result of the quality inspection execution object according to the rule quality inspection results of each service quality inspection rule comprises: Determining a combination method of the rule quality inspection results according to the rule relationship of the service quality inspection rules configured in the quality inspection strategy; The rule quality inspection results of the service quality inspection rules are combined according to the combination method to obtain the quality inspection result.

12. The detection and processing method for resource services according to claim 1, wherein the step of performing quality inspection response processing on the quality inspection result according to the quality inspection response action configured by the quality inspection execution object comprises: In the quality inspection response action configured in the quality inspection execution object, the quality inspection response action mapped to the quality inspection risk level included in the quality inspection result is determined, and the quality inspection response action mapped to the quality inspection risk level is executed.

13. The detection and processing method for resource services according to claim 12, wherein if the quality inspection risk level is the first risk level, the performing of the quality inspection response action of the quality inspection risk level mapping comprises: Sampling service data, generating sampling inspection tasks for the sampled service data and assigning the sampling inspection tasks; If the quality inspection risk level is the second risk level, the quality inspection response action of executing the quality inspection risk level mapping includes: generating a service reminder carrying the quality inspection risk level and sending it to the service personnel corresponding to the sampled service data, or creating a quality inspection task for the sampled service data and assigning the quality inspection task.

14. The resource service detection and processing method according to claim 13, further comprising: generating a service reminder carrying the quality inspection risk level and sending the service reminder to the service personnel corresponding to the sampled service data for execution; According to the complaint request submitted by the service personnel, a quality inspection and review task of the service data is generated, and the quality inspection and review task is assigned to the review personnel configured by the service provider to perform quality inspection and review processing of the service data.

15. The method for detecting and processing resource services according to claim 13, further comprising: Based on the risk keywords contained in the voice text in the service data, segmenting the service voice corresponding to the voice text to obtain risk voice segments corresponding to the risk keywords; If it is detected that the voice play mark configured for the risk keyword is triggered, the risk voice segment is played.

16. The resource service detection and processing method according to claim 13, further comprising: Returning a task configuration page to the service provider according to the task configuration request submitted by the service provider, so as to configure the quality inspection task through the task configuration page; The quality inspection task allocation is performed based on the task configuration information obtained and stored after the quality inspection task is configured.

17. The resource service detection and processing method according to claim 1, wherein the service data comprises: Real-time voice data for online voice calls; After the step of obtaining the service data of the service provider of the resource service is executed, and before the step of performing service quality inspection on the service data based on the service quality inspection rules included in the quality inspection policy associated with the quality inspection execution object is executed, the method further includes: inputting the real-time voice data into a voice-to-text algorithm for conversion processing to obtain a voice text of the real-time voice data; Correspondingly, the quality inspection response processing of the quality inspection result is performed according to the quality inspection response action configured by the quality inspection execution object, including: if the quality inspection risk level contained in the quality inspection result is the second risk level, a dynamic risk reminder is generated for the online voice call and a reminder processing is performed.

18. The resource service detection and processing method according to claim 1, wherein the performing of service quality inspection on the service data based on each service quality inspection rule included in the quality inspection policy associated with the quality inspection execution object comprises: detecting whether the service data includes a complaint keyword of a complaint quality inspection rule included in the quality inspection policy, and if so, determining that the quality inspection risk level of the complaint quality inspection rule is a third risk level; Accordingly, the quality inspection response processing of the quality inspection result according to the quality inspection response action configured by the quality inspection execution object includes: generating an interaction request for the service data and sending the request to a client corresponding to the service data; If a rejection instruction of the interaction request is detected, an approval task for the service data is generated and task processing is performed.

19. The detection and processing method for resource services according to claim 4, wherein the quality inspection policies in the quality inspection policy list are tested by the following operations before being released: The historical service data of the resource service is input into the quality inspection strategy for quality inspection, and the test result of the quality inspection strategy is determined according to the quality inspection result and the actual risk level of the historical service data.

20. A detection and processing device for resource services, comprising: A service data acquisition module is configured to acquire service data of a service provider of a resource service; An object detection module is configured to detect a quality inspection execution object that matches the service data in a set of quality inspection objects configured and published by the service provider; a service quality inspection processing module configured to perform service quality inspection on the service data based on each service quality inspection rule included in the quality inspection policy associated with the quality inspection execution object; The quality inspection response processing module is configured to determine the quality inspection result of the quality inspection execution object according to the rule quality inspection results of the service quality inspection rules, and perform quality inspection response processing on the quality inspection result according to the quality inspection response action configured for the quality inspection execution object.

21. A detection and processing device for resource services, comprising: processor; and a memory configured to store computer-executable instructions that, when executed, cause the processor to: Get the service data of the service provider of the resource service; Detecting a quality inspection execution object that matches the service data in the quality inspection object set configured and published by the service provider; Performing service quality inspection on the service data based on the service quality inspection rules contained in the quality inspection policy associated with the quality inspection execution object; The quality inspection result of the quality inspection execution object is determined according to the rule quality inspection results of the service quality inspection rules, and the quality inspection response processing of the quality inspection result is performed according to the quality inspection response action configured for the quality inspection execution object.

22. A computer-readable storage medium storing computer-executable instructions, wherein the computer-executable instructions implement the steps of the method of claim 1 when executed.

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