The invention relates to the technical field of intelligent customer service, and discloses an intelligent customer
service quality inspection platform based on an NLP technology, and the platform comprises the following steps: 1, data collection and preprocessing; step 2,
data annotation; step 3, model training; and 4, deploying the model. According to the method, the accuracy and availability of the data are ensured by collecting the telephone recording data and carrying out data cleaning, conversion,
standardization and
feature selection, detailed labeling rules and standardized processes are formulated, and the
voice data are labeled, including intention recognition,
sentiment analysis, problem classification and the like of dialogues; according to the method, the NLP technology is utilized to ensure the consistency and reliability of labeling results, the RAG technology, the
knowledge graph and Web search are combined, the accuracy of answering user questions by a
large model in a customer service scene is improved, and the beneficial effects of utilizing the NLP technology, realizing intelligent quality inspection, reducing the manual
operation time and improving the quality inspection efficiency are achieved.