CN102625005A - Call center system with function of real-timely monitoring service quality and implement method of call center system - Google Patents
Call center system with function of real-timely monitoring service quality and implement method of call center system Download PDFInfo
- Publication number
- CN102625005A CN102625005A CN2012100561420A CN201210056142A CN102625005A CN 102625005 A CN102625005 A CN 102625005A CN 2012100561420 A CN2012100561420 A CN 2012100561420A CN 201210056142 A CN201210056142 A CN 201210056142A CN 102625005 A CN102625005 A CN 102625005A
- Authority
- CN
- China
- Prior art keywords
- voice
- call center
- conversation
- mood
- audio frequency
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Images
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a call center system with a function of real-timely monitoring service quality and an implement method of the call center system. The call center system comprises a center business application module for providing system service for the call center system, a call center platform capable of achieving system service functions and a call center hardware platform for supporting system operations, wherein the call center platform comprises a voice monitoring module. The voice monitoring module comprises an audio frequency obtaining controlling device for controlling the obtaining of audio frequency, an audio frequency obtaining device for recording service calls, a voice identification module for monitoring the service quality and a prompting device for feeding back the monitoring result of the service quality. By adopting the call center system capable of real-timely monitoring the service quality and the implement method of the call center system, quality inspectors can real-timely monitor and manage the service quality during the calling between telephone operators and customers, purposefully and real-timely control the progress of customer service, perform timely handling operations, and urge and improve the work of the telephone operators, so that the quality of the customer service is improved, and the workload of the quality inspectors is reduced to some extent.
Description
Technical field
The present invention relates to a kind of call center system, in particular a kind of call center system and its implementation with service quality real-time oversight function.
Background technology
In the customer service of call center, call center system is to adopt the mode of manual monitoring seat employee service quality, and traffic seat and quality inspection seat are arranged in call center system at present, and call center system can be recorded to the conversation of all seats.The quality inspection seat can adopt afterwards the mode of sampling observation recording to supervise the service quality of employee's seat, or employee's seat with randomly draw seat when the client converses and carry out online monitoring communication process and control service quality.
Since the Service Quality Management of existing call centring system can only through afterwards or the mode of online selective examination carry out; Need a lot of managers to excite worker at the production line's work incentive to improve the clothes quality in the operation management through modes such as field management, quality monitoring, competency-based trainings; Can't monitor the employee's that attends a banquet service quality in real time, be unfavorable for it is carried out the raising of high-efficiency management and service quality.
Therefore, prior art awaits to improve and development.
Summary of the invention
The object of the present invention is to provide a kind of call center system and its implementation, can't carry out the technical problem of real-time oversight to the employee's that attends a banquet service quality to solve call center system in the above-mentioned prior art with service quality real-time oversight function.
Technical scheme of the present invention is following:
A kind of call center system with service quality real-time oversight function; Being included as call center system provides call center's hardware platform of the center business application module of system service, the Call Center Platform that realizes system's customer service function and back-up system operation; Wherein, Be provided with voice supervision module in the said Call Center Platform, said voice supervision module comprises that being used for the audio frequency that control audio obtains obtains control device; Be used for audio frequency deriving means that customer service conversation is recorded; Be used for sound identification module that the customer service quality is exercised supervision; Be used to feed back customer service quality monitoring result's suggestion device; Said audio frequency deriving means is arranged in the recording system of said Call Center Platform and obtains control device with said audio frequency and electrically connects; Said audio frequency deriving means is electrically connected with sound identification module; Said suggestion device is electrically connected with sound identification module.
Described call center system with service quality real-time oversight function, wherein, described sound identification module comprises and being used for the traffic voice recognition submodule that the employee carries out identification of attending a banquet; Be used for voice content recognin module that dialog context is discerned; Be used for the voice mood recognin module discerned of conversation mood; Said voice recognition submodule is electrically connected with said audio frequency deriving means; Said voice content recognin module is electrically connected with said voice recognition submodule respectively with voice mood recognin module
Described call center system with service quality real-time oversight function wherein, is provided with traffic attend a banquet sound characteristic database, sound comparing unit and voice mark unit in the said voice recognition submodule; Be provided with standard with language database, keyword database, content comparing unit and content-label unit in the said voice content recognin module; Be provided with voice mood database, mood comparing unit and mood indexing unit in the said voice mood recognin module.
A kind of implementation method with call center system of service quality real-time oversight function wherein, may further comprise the steps:
401: the traffic access phone of attending a banquet;
402: audio frequency obtains control device and sends the recording request to the audio frequency deriving means;
403: the audio frequency deriving means is recorded to conversation and recording is sent to sound identification module;
404: sound identification module exercises supervision to dialog context and will supervise the result and is sent to the suggestion device that quality inspection is attended a banquet and held;
405: end of conversation, audio frequency obtain control device and send to the audio frequency deriving means and stop recording request.
Described implementation method with call center system of service quality real-time oversight function, wherein, said step 404 is specifically further comprising the steps of:
501: sound identification module receives the conversation voice frequency file;
502: the voice recognition submodule is discerned the sound in the conversation audio frequency, and the conversation voice frequency file is carried out respective markers;
503: voice content recognin module is discerned standard term and keyword in the conversation audio frequency, and the conversation voice frequency file is carried out respective markers;
504: voice mood recognin module is discerned the mood in the conversation audio frequency, and at conversation voice frequency file lock mark;
505: sound identification module sends the corresponding prompt signal according to the mark result, and is sent to the suggestion device that quality inspection is attended a banquet and held.
Described implementation method with call center system of service quality real-time oversight function, wherein, said step 502 is specifically further comprising the steps of:
601: the voice recognition submodule extracts the voice data in the conversation voice frequency file;
602: the data that the sound comparing unit is attended a banquet voice data and traffic in the sound characteristic database compare and draw comparing result;
603: the voice mark unit carries out respective markers according to comparing result to the conversation voice frequency file.
Described implementation method with call center system of service quality real-time oversight function, wherein, said step 503 is specifically further comprising the steps of:
701: voice content recognin module is extracted the voice content data in the conversation voice frequency file;
702: the content comparing unit compares and draws comparing result with the data in voice content data and standard database and the keyword database;
703: the content-label unit carries out respective markers according to comparing result to the conversation voice frequency file.
Described implementation method with call center system of service quality real-time oversight function, wherein, said step 504 is specifically further comprising the steps of:
801: voice mood recognin module is extracted the voice mood data in the conversation voice frequency file;
802: the mood comparing unit compares and draws comparing result with the data in voice mood data and the voice mood database;
803: the mood indexing unit carries out respective markers according to comparing result to the conversation voice frequency file.
The present invention is through supervising module through on existing call center system, adding voice; Specifically include voice recognition submodule, voice content recognin module and voice mood recognin module etc.; Make can be in traffic is attended a banquet process with the client conversation real-time customer service quality be exercised supervision and manages of quality inspection seat; Can control the customer service process targetedly in real time and handle operation timely; Supervise and improve the work of traffic seat, and then improve the customer service quality, also alleviated the workload of quality inspection seat to a certain extent.
Description of drawings
Fig. 1 is the Organization Chart that has the call center system of service quality supervisory role among the present invention.
Fig. 2 is the structural representation of voice supervision module among the present invention.
Fig. 3 is the system running sketch map that has the call center system of service quality supervisory role among the present invention.
Fig. 4 is a service quality supervision flow chart among the present invention.
Fig. 5 is a dialog context supervision flow chart among the present invention.
Fig. 6 is a voice recognition flow chart among the present invention.
Fig. 7 is voice content identification process figure among the present invention.
Fig. 8 is voice mood identification process figure among the present invention.
Embodiment
For making the object of the invention, technical scheme and advantage clearer, clear and definite, below develop simultaneously embodiment to further explain of the present invention with reference to accompanying drawing.
Embodiment one: a kind of call center system with service quality supervisory role
As shown in Figure 1, this system comprises call center's hardware platform of back-up system operation, and call center's business application module of system service and the Call Center Platform that realizes systemic-function are provided.Call center's hardware platform generally comprises switch, sound card, peripheral apparatus etc., for system's operation provides the support on the hardware.Call center's business application module comprises the service application needs in the customer service processes such as knowledge base, customer information.Call Center Platform can be computer and phone integrated platform (CTI, Computer Telephone Integration), thereby comprises the CTI interface, dials system, platform management, manual position etc. outward.The present invention has increased voice supervision module on the basis of existing call centring system, specifically as shown in fig. 1, comprises voice recognition module, voice content identification module, voice mood identification module, is used to realize the enforcement supervision and management to the customer service quality.
Shown in voice supervision modular structure sketch map among Fig. 2 the present invention; Voice supervision module among the present invention comprises that specifically audio frequency obtains control device 21; Be used for sending request to audio frequency deriving means 22, control start and stop and obtain conversation audio at traffic seat and client's communication process; Audio frequency deriving means 22 is used to obtain the conversation audio between traffic seat and the client; Sound identification module 63 is used for the conversation audio of obtaining is carried out speech detection; Suggestion device 64 is used for the system interface of information and mark is sent to the quality inspection seat.
Sound identification module 23 comprises: voice recognition submodule 231 is used for the conversation audio between traffic seat and the client is carried out voice recognition, to confirm operator's identity, like job number, name etc.; Voice content recognin module 232 is used for information is discerned and produced to the conversation content between traffic seat and the client respectively according to different identity; Voice mood recognin module 233 is used for judging and producing information according to engage in the dialogue people's mood of the dialogue between traffic seat and the client.
Voice recognition submodule 231 comprises traffic seat sound characteristic database 2311, is used to extract and preserve the sound characteristic of traffic seat; Sound comparing unit 2312 is used for the sound characteristic of dialogue sound between traffic seat and the client and system database preservation is compared; Voice mark unit 2313 is used for according to comparative result the conversation audio between traffic seat and the client being carried out mark.
Voice content recognin module 232 comprises standard with language database 2321, is used to preset preservation traffic seat standard term; Keyword database 2322 is used to preset and preserves client that the quality inspection seat the paid close attention to keyword of conversing; Content comparing unit 2323 is used for traffic seat conversation content and standard term data-base content, client's conversation content and the keyword database of the conversation between traffic seat and the client are compared; Content-label unit 2324 is used for according to comparative result the conversation content between traffic seat and the client being carried out mark respectively.
Voice mood recognin module 233 comprises voice mood, and the model library 2331 like basic intonation, word speed, tone etc. is used for preservation is preset in various intonation, word speed, tone digitlization; Mood comparing unit 2332 is used for the conversation audio between traffic seat and the client is quantized, and compares with number range in the model library; Mood indexing unit 2333 is used for according to comparative result, and the voice dialogue that overruns is carried out mark.
Specifically, this call center system running is as shown in Figure 3, comprising:
301: the client dials system and makes a call outside the call center, and this calling is ranked by the management of CTI interface access platform;
302: the Call Center Platform management is given certain artificial traffic seat with call distribution, and sets up the voice connection;
303: traffic seat and client begin dialogue;
304: the audio frequency in the Call Center Platform obtains control device control audio deriving means and starts, and obtains audio frequency, and triggers sound identification module and detect in real time;
305: sound identification module is found content and emotional information, sends information and interface to the quality inspection seat immediately;
306: end of conversation, the audio frequency in the Call Center Platform obtain control device control audio deriving means and stop to obtain audio frequency.
Embodiment two: a kind of implementation method with call center system of service quality supervisory role.
Shown in service quality supervision flow chart among Fig. 4 the present invention, the implementation method that has the call center system of service quality supervisory role among the present invention specifically may further comprise the steps:
401: the traffic access phone of attending a banquet.
402: audio frequency obtains control device and sends the recording request to the audio frequency deriving means.Particularly, when a calling was inserted, the audio frequency in the Call Center Platform obtained control device and sends recording request startup audio frequency deriving means to the audio frequency deriving means.
403: the audio frequency deriving means is recorded to conversation and recording is sent to sound identification module.The audio frequency deriving means receives audio frequency when obtaining the starting command that control device sends over, and starts immediately and recording is advanced in the conversation that traffic is attended a banquet, and in real time recording file is sent to sound identification module.
404: sound identification module exercises supervision to dialog context and will supervise the result and is sent to the suggestion device that quality inspection is attended a banquet and held.Be provided with the various standard databases of dialog context in the sound identification module in advance; After getting access to the conversation voice frequency file that traffic attends a banquet; Sound identification module just extracts communicating data wherein, and the data in itself and the standard database are compared, and the conversation voice frequency file is carried out corresponding mark; Sending the suggestion device that corresponding prompt information to quality inspection is attended a banquet and held according to the mark result, the customer service quality that the staff attends a banquet to traffic so that quality inspection is attended a banquet is carried out real-time oversight.
405: end of conversation, audio frequency obtain control device and send to the audio frequency deriving means and stop recording request.
Shown in dialog context supervision flow chart among Fig. 5 the present invention, the supervision flow process that has the dialog context in the implementation method of call center system of service quality supervisory role among the present invention specifically may further comprise the steps:
501: sound identification module receives the conversation voice frequency file.As shown in Figure 4, the conversation voice frequency file is recorded by the audio frequency deriving means and is sent to sound identification module.
502: the voice recognition submodule is discerned the sound in the conversation audio frequency, and the conversation voice frequency file is carried out respective markers.The identification of operator's identity is mated with the operator that the conversation voice frequency file is corresponding with it in the identification of sound in the conversation audio frequency promptly being attended a banquet to traffic here.
503: voice content recognin module is discerned standard term and keyword in the conversation audio frequency, and the conversation voice frequency file is carried out respective markers.On the basis of sound identity marks, voice content recognin module is analyzed identification to the conversation content between traffic seat and the client, does not occur the standard term in the dialogue of traffic seat, then in the audio file marked; The keyword that the appearance of client's conversation content need be paid close attention to then in the audio file marked.
504: voice mood recognin module is discerned the mood in the conversation audio frequency, and in conversation voice frequency file marked.Voice mood recognin module is judged traffic seat and the mood of client in communication process according to the variation of voice, word speed and the tone of dialogue, in the audio file marked.
505: sound identification module sends the corresponding prompt signal according to the mark result, and is sent to the suggestion device that quality inspection is attended a banquet and held.
Shown in voice recognition flow chart among Fig. 6 the present invention, the identification that has the conversation sound in the implementation method of call center system of service quality supervisory role among the present invention specifically may further comprise the steps:
601: the voice recognition submodule extracts the voice data in the conversation voice frequency file.The voice recognition submodule extracts and is sent to the sound comparing unit to sound characteristic data wherein after sound identification module receives voice data.
602: the data that the sound comparing unit is attended a banquet sound characteristic data and traffic in the sound characteristic database compare and draw comparing result.Be provided with the traffic sound characteristic database of attending a banquet in the voice recognition submodule in advance, the traffic sound characteristic database storage of attending a banquet has traffic attend a banquet all employees' sound characteristic data and corresponding job number thereof.The sound comparing unit compares through the sound characteristic data in the sound characteristic database that voice data that obtains and affair are attended a banquet and draws attend a banquet employee's job number of corresponding traffic.
603: the voice mark unit carries out respective markers according to comparing result to the conversation voice frequency file.Employee's job number mark is attended a banquet to the audio file that is obtained with traffic in the voice mark unit.
Shown in voice content identification process figure among Fig. 7 the present invention, the identification that has the voice content in the implementation method of call center system of service quality supervisory role among the present invention specifically may further comprise the steps:
701: voice content recognin module is extracted the voice content data in the conversation voice frequency file.The voice content comparing unit is extracted and be sent to voice content recognin module to voice content data wherein after sound identification module receives voice data.
702: the content comparing unit compares and draws comparing result with voice content data and standard with the data in language database and the keyword database.Voice content recognin module is provided with standard in advance with language database and keyword database; Standard with store in the language database " good morning; I am * * *, be very glad to be your service " etc. customer service standard term, store client's terms such as " complaints " in the keyword database.The content comparing unit compares voice content data and standard with the data in language database and the keyword database; When the standard term not occurring; Then send information like " not using the standard term " and so on; When information such as " complaints " occurring, then send the information of " client is dissatisfied " and so on.
703: the content-label unit carries out respective markers according to comparing result to the conversation voice frequency file.
Shown in voice mood identification process figure among Fig. 8 the present invention, the identification that has the voice mood in the implementation method of call center system of service quality supervisory role among the present invention specifically may further comprise the steps:
801: voice mood recognin module is extracted the voice mood data in the conversation voice frequency file.The voice mood comparing unit is extracted and be sent to voice mood recognin module to voice mood data wherein after sound identification module receives voice data.
802: the mood comparing unit compares and draws comparing result with the data in voice mood data and the voice mood database.Be provided with the voice mood database in the voice mood identification module in advance; This database all adopts quantized values to weigh intonation (sound variation speed and amplitude), word speed, tone; Set up basic intonation (sound variation speed and amplitude), word speed, pitch model storehouse, the established standards scope; The mood comparing unit compares the back if the content that exceeds critical field is arranged with the data in voice mood data and the voice mood database, then is sent to the mood indexing unit.
803: the mood indexing unit carries out respective markers according to comparing result to the conversation voice frequency file.Send information according to the mark result to the quality inspection end of attending a banquet by the sound identification module unification behind the mark.
Can find out by the foregoing description; Implementation method with call center system of service quality supervisory role provided by the invention; Through adding voice supervision module existing call center system is improved, specifically included voice recognition submodule, voice content recognin module and voice mood recognin module, the practical implementation process is shown in above-mentioned embodiment; Make the quality inspection seat also control the customer service process targetedly in real time and handle operation timely more comprehensively; Supervise and improve the work of traffic seat, and then improve the customer service quality, also alleviated the workload of quality inspection seat to a certain extent.
Should be understood that application of the present invention is not limited to above-mentioned giving an example, concerning those of ordinary skills, can improve or conversion that all these improvement and conversion all should belong to the protection range of accompanying claims of the present invention according to above-mentioned explanation.
Claims (8)
1. call center system with service quality real-time oversight function; Being included as call center system provides call center's hardware platform of the center business application module of system service, the Call Center Platform that realizes system's customer service function and back-up system operation; It is characterized in that; Be provided with voice supervision module in the said Call Center Platform, said voice supervision module comprises that being used for the audio frequency that control audio obtains obtains control device; Be used for audio frequency deriving means that customer service conversation is recorded; Be used for sound identification module that the customer service quality is exercised supervision; Be used to feed back customer service quality monitoring result's suggestion device; Said audio frequency deriving means is arranged in the recording system of said Call Center Platform and obtains control device with said audio frequency and electrically connects; Said audio frequency deriving means is electrically connected with sound identification module; Said suggestion device is electrically connected with sound identification module.
2. the call center system with service quality real-time oversight function according to claim 1 is characterized in that, described sound identification module comprises and being used for the traffic voice recognition submodule that the employee carries out identification of attending a banquet; Be used for voice content recognin module that dialog context is discerned; Be used for the voice mood recognin module discerned of conversation mood; Said voice recognition submodule is electrically connected with said audio frequency deriving means; Said voice content recognin module is electrically connected with said voice recognition submodule respectively with voice mood recognin module.
3. the call center system with service quality real-time oversight function according to claim 2 is characterized in that, is provided with traffic attend a banquet sound characteristic database, sound comparing unit and voice mark unit in the said voice recognition submodule; Be provided with standard with language database, keyword database, content comparing unit and content-label unit in the said voice content recognin module; Be provided with voice mood database, mood comparing unit and mood indexing unit in the said voice mood recognin module.
4. the implementation method with call center system of service quality real-time oversight function is characterized in that, may further comprise the steps:
401: the traffic access phone of attending a banquet;
402: audio frequency obtains control device and sends the recording request to the audio frequency deriving means;
403: the audio frequency deriving means is recorded to conversation and recording is sent to sound identification module;
404: sound identification module exercises supervision to dialog context and will supervise the result and is sent to the suggestion device that quality inspection is attended a banquet and held;
405: end of conversation, audio frequency obtain control device and send to the audio frequency deriving means and stop recording request.
5. the implementation method with call center system of service quality real-time oversight function according to claim 4 is characterized in that said step 404 is specifically further comprising the steps of:
501: sound identification module receives the conversation voice frequency file;
502: the voice recognition submodule is discerned the sound in the conversation audio frequency, and the conversation voice frequency file is carried out respective markers;
503: voice content recognin module is discerned standard term and keyword in the conversation audio frequency, and the conversation voice frequency file is carried out respective markers;
504: voice mood recognin module is discerned the mood in the conversation audio frequency, and at conversation voice frequency file lock mark;
505: sound identification module sends the corresponding prompt signal according to the mark result, and is sent to the suggestion device that quality inspection is attended a banquet and held.
6. the implementation method with call center system of service quality real-time oversight function according to claim 5 is characterized in that said step 502 is specifically further comprising the steps of:
601: the voice recognition submodule extracts the voice data in the conversation voice frequency file;
602: the data that the sound comparing unit is attended a banquet voice data and traffic in the sound characteristic database compare and draw comparing result;
603: the voice mark unit carries out respective markers according to comparing result to the conversation voice frequency file.
7. the implementation method with call center system of service quality real-time oversight function according to claim 5 is characterized in that said step 503 is specifically further comprising the steps of:
701: voice content recognin module is extracted the voice content data in the conversation voice frequency file;
702: the content comparing unit compares and draws comparing result with the data in voice content data and standard database and the keyword database;
703: the content-label unit carries out respective markers according to comparing result to the conversation voice frequency file.
8. the implementation method with call center system of service quality real-time oversight function according to claim 5 is characterized in that said step 504 is specifically further comprising the steps of:
801: voice mood recognin module is extracted the voice mood data in the conversation voice frequency file;
802: the mood comparing unit compares and draws comparing result with the data in voice mood data and the voice mood database;
803: the mood indexing unit carries out respective markers according to comparing result to the conversation voice frequency file.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2012100561420A CN102625005A (en) | 2012-03-05 | 2012-03-05 | Call center system with function of real-timely monitoring service quality and implement method of call center system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2012100561420A CN102625005A (en) | 2012-03-05 | 2012-03-05 | Call center system with function of real-timely monitoring service quality and implement method of call center system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN102625005A true CN102625005A (en) | 2012-08-01 |
Family
ID=46564682
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2012100561420A Pending CN102625005A (en) | 2012-03-05 | 2012-03-05 | Call center system with function of real-timely monitoring service quality and implement method of call center system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102625005A (en) |
Cited By (59)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103701999A (en) * | 2012-09-27 | 2014-04-02 | 中国电信股份有限公司 | Method and system for monitoring voice communication of call center |
| CN103905657A (en) * | 2012-12-28 | 2014-07-02 | 中国移动通信集团江苏有限公司 | Method and system for monitoring the quality of service of calls |
| CN104680328A (en) * | 2015-03-16 | 2015-06-03 | 朗新科技股份有限公司 | Power grid construction quality monitoring method based on client perception values |
| CN104683606A (en) * | 2015-02-06 | 2015-06-03 | 深圳市中兴移动通信有限公司 | Call data processing method and device |
| CN105184315A (en) * | 2015-08-26 | 2015-12-23 | 北京中电普华信息技术有限公司 | Quality inspection treatment method and system |
| CN105261362A (en) * | 2015-09-07 | 2016-01-20 | 科大讯飞股份有限公司 | Conversation voice monitoring method and system |
| CN105469797A (en) * | 2015-12-31 | 2016-04-06 | 广东翼卡车联网服务有限公司 | Method and system for controlling switching-over from intelligent voice identification to manual services |
| CN105830118A (en) * | 2013-08-10 | 2016-08-03 | 格林伊登美国控股有限责任公司 | Methods and apparatus for determining outcomes of on-line conversations and similar discourses through analysis of expressions of sentiment during the conversations |
| WO2016131241A1 (en) * | 2015-07-30 | 2016-08-25 | 中兴通讯股份有限公司 | Quality detection method and device |
| CN105975514A (en) * | 2016-04-28 | 2016-09-28 | 朱宇光 | Automatic quality testing method and system |
| CN106024015A (en) * | 2016-06-14 | 2016-10-12 | 上海航动科技有限公司 | Call center agent monitoring method and system |
| CN106531187A (en) * | 2016-11-09 | 2017-03-22 | 上海航动科技有限公司 | Call center performance assessment method and system |
| CN106548788A (en) * | 2015-09-23 | 2017-03-29 | 中国移动通信集团山东有限公司 | A kind of intelligent emotion determines method and system |
| WO2017084197A1 (en) * | 2015-11-18 | 2017-05-26 | 深圳创维－Rgb电子有限公司 | Smart home control method and system based on emotion recognition |
| CN107093431A (en) * | 2016-02-18 | 2017-08-25 | 中国移动通信集团辽宁有限公司 | A kind of method and device that quality inspection is carried out to service quality |
| CN107204195A (en) * | 2017-05-19 | 2017-09-26 | 四川新网银行股份有限公司 | A kind of intelligent quality detecting method analyzed based on mood |
| WO2017181833A1 (en) * | 2016-04-18 | 2017-10-26 | 中兴通讯股份有限公司 | Method and device for auditing recorded call |
| CN107317942A (en) * | 2017-07-18 | 2017-11-03 | 国家电网公司客户服务中心南方分中心 | A kind of call center's customer service system is recognized and monitoring system with online voice mood |
| CN107452385A (en) * | 2017-08-16 | 2017-12-08 | 北京世纪好未来教育科技有限公司 | A kind of voice-based data evaluation method and device |
| CN107464573A (en) * | 2017-09-06 | 2017-12-12 | 竹间智能科技（上海）有限公司 | A kind of new customer service call quality inspection system and method |
| CN108073662A (en) * | 2016-11-11 | 2018-05-25 | 阿里巴巴集团控股有限公司 | The exchange method and equipment of a kind of customer service system |
| CN108093148A (en) * | 2016-11-21 | 2018-05-29 | 广东亿迅科技有限公司 | A kind of outgoing call post processing duration control method and system based on customer service mood |
| CN108174046A (en) * | 2017-11-10 | 2018-06-15 | 大连金慧融智科技股份有限公司 | A kind of personnel monitoring system and method for call center |
| CN108234785A (en) * | 2018-01-16 | 2018-06-29 | 平安科技（深圳）有限公司 | Telemarketing reminding method, electronic device and readable storage medium storing program for executing |
| CN108564968A (en) * | 2018-04-26 | 2018-09-21 | 广州势必可赢网络科技有限公司 | A kind of method and device of evaluation customer service |
| CN108833722A (en) * | 2018-05-29 | 2018-11-16 | 平安科技（深圳）有限公司 | Audio recognition method, device, computer equipment and storage medium |
| CN108874619A (en) * | 2018-05-14 | 2018-11-23 | 平安普惠企业管理有限公司 | A kind of information monitoring method, storage medium and server |
| CN108965613A (en) * | 2018-10-23 | 2018-12-07 | 长沙裕邦软件开发有限公司 | Method, storage medium and application server based on the monitoring of collection system quality |
| CN108962282A (en) * | 2018-06-19 | 2018-12-07 | 京北方信息技术股份有限公司 | Speech detection analysis method, apparatus, computer equipment and storage medium |
| CN109087671A (en) * | 2018-09-20 | 2018-12-25 | 重庆先特服务外包产业有限公司 | Government integrates hot line service platform |
| CN109327632A (en) * | 2018-11-23 | 2019-02-12 | 深圳前海微众银行股份有限公司 | Intelligent quality inspection system, method and the computer readable storage medium of customer service recording |
| CN109658923A (en) * | 2018-10-19 | 2019-04-19 | 平安科技（深圳）有限公司 | Voice quality detecting method, equipment, storage medium and device based on artificial intelligence |
| CN109712612A (en) * | 2018-12-28 | 2019-05-03 | 广东亿迅科技有限公司 | A kind of voice keyword detection method and device |
| CN109712645A (en) * | 2019-01-10 | 2019-05-03 | 上海言通网络科技有限公司 | Autonomous phone system and autonomous call method |
| CN109741748A (en) * | 2019-03-11 | 2019-05-10 | 国网浙江省电力有限公司信息通信分公司 | A kind of intelligent sound transfer method and system based on deep learning |
| CN109753663A (en) * | 2019-01-16 | 2019-05-14 | 中民乡邻投资控股有限公司 | A kind of customer anger stage division and device |
| CN109819119A (en) * | 2019-03-15 | 2019-05-28 | 上海益普索信息技术有限公司 | A kind of quality inspection system and method suitable for intelligent call platform |
| CN110010124A (en) * | 2019-04-09 | 2019-07-12 | 深圳平安综合金融服务有限公司上海分公司 | Equipment and the call method of inspection are examined in call |
| CN110401781A (en) * | 2019-07-25 | 2019-11-01 | 上海掌学教育科技有限公司 | A kind of falseness communication detection system, method and medium |
| CN110519470A (en) * | 2019-08-22 | 2019-11-29 | 徐菲 | A kind of method of speech processing, server and audio access device |
| WO2019227583A1 (en) * | 2018-05-29 | 2019-12-05 | 平安科技（深圳）有限公司 | Voiceprint recognition method and device, terminal device and storage medium |
| CN110556110A (en) * | 2019-10-24 | 2019-12-10 | 北京九狐时代智能科技有限公司 | Voice processing method and device, intelligent terminal and storage medium |
| CN110600056A (en) * | 2019-08-09 | 2019-12-20 | 深圳市云之音科技有限公司 | Voice quality inspection method and device |
| US10567329B2 (en) | 2010-08-05 | 2020-02-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for inserting content into conversations in on-line and digital environments |
| CN110931004A (en) * | 2019-10-22 | 2020-03-27 | 北京智合大方科技有限公司 | Voice conversation analysis method and device based on docking technology |
| CN110933239A (en) * | 2019-12-30 | 2020-03-27 | 秒针信息技术有限公司 | Method and apparatus for detecting dialect |
| CN111091832A (en) * | 2019-11-28 | 2020-05-01 | 秒针信息技术有限公司 | Intention assessment method and system based on voice recognition |
| CN111147669A (en) * | 2019-12-30 | 2020-05-12 | 科讯嘉联信息技术有限公司 | Full real-time automatic service quality inspection system and method |
| CN111756938A (en) * | 2020-07-01 | 2020-10-09 | 蒋芳 | Call center telephone intelligent analysis monitoring method and system |
| CN111901345A (en) * | 2020-07-29 | 2020-11-06 | 厦门亿联网络技术股份有限公司 | Method, device, equipment and storage medium for realizing voice call |
| CN112101823A (en) * | 2020-11-03 | 2020-12-18 | 四川大汇大数据服务有限公司 | Multidimensional emotion recognition management method, system, processor, terminal and medium |
| CN112235468A (en) * | 2020-10-16 | 2021-01-15 | 绍兴市寅川软件开发有限公司 | Audio processing method and system for voice customer service evaluation |
| US10897534B1 (en) | 2019-09-13 | 2021-01-19 | International Business Machines Corporation | Optimization for a call that waits in queue |
| US10917524B1 (en) | 2019-10-30 | 2021-02-09 | American Tel-A-Systems, Inc. | Methods for auditing communication sessions |
| WO2021078298A1 (en) * | 2019-10-25 | 2021-04-29 | 中兴通讯股份有限公司 | Telephone traffic quality inspection method and apparatus, storage medium, and server |
| CN112911070A (en) * | 2020-12-10 | 2021-06-04 | 中国南方电网有限责任公司 | Call management system integrating field management and monitoring |
| CN113411454A (en) * | 2021-06-17 | 2021-09-17 | 商客通尚景科技（上海）股份有限公司 | Intelligent quality inspection method for real-time call voice analysis |
| CN113837545A (en) * | 2021-08-25 | 2021-12-24 | 广西电网有限责任公司 | Electric power customer service system with real-time monitoring service quality |
| CN114554015A (en) * | 2022-02-25 | 2022-05-27 | 马上消费金融股份有限公司 | Call center system and communication establishing method |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7080407B1 (en) * | 2000-06-27 | 2006-07-18 | Cisco Technology, Inc. | Virus detection and removal system and method for network-based systems |
| CN102082879A (en) * | 2009-11-27 | 2011-06-01 | 华为技术有限公司 | Method, device and system for call center speech detection |
-
2012
- 2012-03-05 CN CN2012100561420A patent/CN102625005A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7080407B1 (en) * | 2000-06-27 | 2006-07-18 | Cisco Technology, Inc. | Virus detection and removal system and method for network-based systems |
| CN102082879A (en) * | 2009-11-27 | 2011-06-01 | 华为技术有限公司 | Method, device and system for call center speech detection |
Cited By (79)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US10567329B2 (en) | 2010-08-05 | 2020-02-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for inserting content into conversations in on-line and digital environments |
| CN103701999A (en) * | 2012-09-27 | 2014-04-02 | 中国电信股份有限公司 | Method and system for monitoring voice communication of call center |
| CN103905657A (en) * | 2012-12-28 | 2014-07-02 | 中国移动通信集团江苏有限公司 | Method and system for monitoring the quality of service of calls |
| CN103905657B (en) * | 2012-12-28 | 2017-09-29 | 中国移动通信集团江苏有限公司 | A kind of method and system of monitoring calling service quality |
| CN105830118A (en) * | 2013-08-10 | 2016-08-03 | 格林伊登美国控股有限责任公司 | Methods and apparatus for determining outcomes of on-line conversations and similar discourses through analysis of expressions of sentiment during the conversations |
| CN104683606A (en) * | 2015-02-06 | 2015-06-03 | 深圳市中兴移动通信有限公司 | Call data processing method and device |
| CN104680328A (en) * | 2015-03-16 | 2015-06-03 | 朗新科技股份有限公司 | Power grid construction quality monitoring method based on client perception values |
| WO2016131241A1 (en) * | 2015-07-30 | 2016-08-25 | 中兴通讯股份有限公司 | Quality detection method and device |
| CN105184315A (en) * | 2015-08-26 | 2015-12-23 | 北京中电普华信息技术有限公司 | Quality inspection treatment method and system |
| CN105184315B (en) * | 2015-08-26 | 2019-03-12 | 北京中电普华信息技术有限公司 | A kind of quality inspection processing method and system |
| CN105261362A (en) * | 2015-09-07 | 2016-01-20 | 科大讯飞股份有限公司 | Conversation voice monitoring method and system |
| CN106548788A (en) * | 2015-09-23 | 2017-03-29 | 中国移动通信集团山东有限公司 | A kind of intelligent emotion determines method and system |
| CN106548788B (en) * | 2015-09-23 | 2020-01-07 | 中国移动通信集团山东有限公司 | Intelligent emotion determining method and system |
| US10013977B2 (en) | 2015-11-18 | 2018-07-03 | Shenzhen Skyworth-Rgb Electronic Co., Ltd. | Smart home control method based on emotion recognition and the system thereof |
| WO2017084197A1 (en) * | 2015-11-18 | 2017-05-26 | 深圳创维－Rgb电子有限公司 | Smart home control method and system based on emotion recognition |
| CN105469797A (en) * | 2015-12-31 | 2016-04-06 | 广东翼卡车联网服务有限公司 | Method and system for controlling switching-over from intelligent voice identification to manual services |
| CN107093431A (en) * | 2016-02-18 | 2017-08-25 | 中国移动通信集团辽宁有限公司 | A kind of method and device that quality inspection is carried out to service quality |
| CN107093431B (en) * | 2016-02-18 | 2020-07-07 | 中国移动通信集团辽宁有限公司 | Method and device for quality inspection of service quality |
| WO2017181833A1 (en) * | 2016-04-18 | 2017-10-26 | 中兴通讯股份有限公司 | Method and device for auditing recorded call |
| CN105975514A (en) * | 2016-04-28 | 2016-09-28 | 朱宇光 | Automatic quality testing method and system |
| CN106024015A (en) * | 2016-06-14 | 2016-10-12 | 上海航动科技有限公司 | Call center agent monitoring method and system |
| CN106531187A (en) * | 2016-11-09 | 2017-03-22 | 上海航动科技有限公司 | Call center performance assessment method and system |
| CN108073662A (en) * | 2016-11-11 | 2018-05-25 | 阿里巴巴集团控股有限公司 | The exchange method and equipment of a kind of customer service system |
| CN108093148A (en) * | 2016-11-21 | 2018-05-29 | 广东亿迅科技有限公司 | A kind of outgoing call post processing duration control method and system based on customer service mood |
| CN107204195A (en) * | 2017-05-19 | 2017-09-26 | 四川新网银行股份有限公司 | A kind of intelligent quality detecting method analyzed based on mood |
| CN107317942A (en) * | 2017-07-18 | 2017-11-03 | 国家电网公司客户服务中心南方分中心 | A kind of call center's customer service system is recognized and monitoring system with online voice mood |
| CN107452385A (en) * | 2017-08-16 | 2017-12-08 | 北京世纪好未来教育科技有限公司 | A kind of voice-based data evaluation method and device |
| CN107464573A (en) * | 2017-09-06 | 2017-12-12 | 竹间智能科技（上海）有限公司 | A kind of new customer service call quality inspection system and method |
| CN108174046A (en) * | 2017-11-10 | 2018-06-15 | 大连金慧融智科技股份有限公司 | A kind of personnel monitoring system and method for call center |
| CN108234785A (en) * | 2018-01-16 | 2018-06-29 | 平安科技（深圳）有限公司 | Telemarketing reminding method, electronic device and readable storage medium storing program for executing |
| WO2019140851A1 (en) * | 2018-01-16 | 2019-07-25 | 平安科技（深圳）有限公司 | Telemarketing prompt method, electronic device, and readable storage medium |
| CN108234785B (en) * | 2018-01-16 | 2020-08-04 | 平安科技（深圳）有限公司 | Telephone sales prompting method, electronic device and readable storage medium |
| CN108564968A (en) * | 2018-04-26 | 2018-09-21 | 广州势必可赢网络科技有限公司 | A kind of method and device of evaluation customer service |
| CN108874619A (en) * | 2018-05-14 | 2018-11-23 | 平安普惠企业管理有限公司 | A kind of information monitoring method, storage medium and server |
| CN108833722A (en) * | 2018-05-29 | 2018-11-16 | 平安科技（深圳）有限公司 | Audio recognition method, device, computer equipment and storage medium |
| WO2019227583A1 (en) * | 2018-05-29 | 2019-12-05 | 平安科技（深圳）有限公司 | Voiceprint recognition method and device, terminal device and storage medium |
| WO2019227580A1 (en) * | 2018-05-29 | 2019-12-05 | 平安科技（深圳）有限公司 | Voice recognition method, apparatus, computer device, and storage medium |
| CN108833722B (en) * | 2018-05-29 | 2021-05-11 | 平安科技（深圳）有限公司 | Speech recognition method, speech recognition device, computer equipment and storage medium |
| CN108962282A (en) * | 2018-06-19 | 2018-12-07 | 京北方信息技术股份有限公司 | Speech detection analysis method, apparatus, computer equipment and storage medium |
| CN109087671A (en) * | 2018-09-20 | 2018-12-25 | 重庆先特服务外包产业有限公司 | Government integrates hot line service platform |
| CN109658923A (en) * | 2018-10-19 | 2019-04-19 | 平安科技（深圳）有限公司 | Voice quality detecting method, equipment, storage medium and device based on artificial intelligence |
| CN109658923B (en) * | 2018-10-19 | 2024-01-30 | 平安科技（深圳）有限公司 | Speech quality inspection method, equipment, storage medium and device based on artificial intelligence |
| CN108965613A (en) * | 2018-10-23 | 2018-12-07 | 长沙裕邦软件开发有限公司 | Method, storage medium and application server based on the monitoring of collection system quality |
| CN109327632A (en) * | 2018-11-23 | 2019-02-12 | 深圳前海微众银行股份有限公司 | Intelligent quality inspection system, method and the computer readable storage medium of customer service recording |
| CN109712612A (en) * | 2018-12-28 | 2019-05-03 | 广东亿迅科技有限公司 | A kind of voice keyword detection method and device |
| CN109712645A (en) * | 2019-01-10 | 2019-05-03 | 上海言通网络科技有限公司 | Autonomous phone system and autonomous call method |
| CN109753663B (en) * | 2019-01-16 | 2023-12-29 | 中民乡邻投资控股有限公司 | Customer emotion grading method and device |
| CN109753663A (en) * | 2019-01-16 | 2019-05-14 | 中民乡邻投资控股有限公司 | A kind of customer anger stage division and device |
| CN109741748A (en) * | 2019-03-11 | 2019-05-10 | 国网浙江省电力有限公司信息通信分公司 | A kind of intelligent sound transfer method and system based on deep learning |
| CN109819119A (en) * | 2019-03-15 | 2019-05-28 | 上海益普索信息技术有限公司 | A kind of quality inspection system and method suitable for intelligent call platform |
| CN110010124A (en) * | 2019-04-09 | 2019-07-12 | 深圳平安综合金融服务有限公司上海分公司 | Equipment and the call method of inspection are examined in call |
| CN110401781A (en) * | 2019-07-25 | 2019-11-01 | 上海掌学教育科技有限公司 | A kind of falseness communication detection system, method and medium |
| CN110401781B (en) * | 2019-07-25 | 2021-04-02 | 上海掌学教育科技有限公司 | False call detection system, method and medium |
| CN110600056A (en) * | 2019-08-09 | 2019-12-20 | 深圳市云之音科技有限公司 | Voice quality inspection method and device |
| CN110519470A (en) * | 2019-08-22 | 2019-11-29 | 徐菲 | A kind of method of speech processing, server and audio access device |
| GB2600847B (en) * | 2019-09-13 | 2022-12-07 | Ibm | Optimization for a call that waits in queue |
| GB2600847A (en) * | 2019-09-13 | 2022-05-11 | Ibm | Optimization for a call that waits in queue |
| WO2021047209A1 (en) * | 2019-09-13 | 2021-03-18 | International Business Machines Corporation | Optimization for a call that waits in queue |
| US10897534B1 (en) | 2019-09-13 | 2021-01-19 | International Business Machines Corporation | Optimization for a call that waits in queue |
| CN110931004A (en) * | 2019-10-22 | 2020-03-27 | 北京智合大方科技有限公司 | Voice conversation analysis method and device based on docking technology |
| CN110556110A (en) * | 2019-10-24 | 2019-12-10 | 北京九狐时代智能科技有限公司 | Voice processing method and device, intelligent terminal and storage medium |
| WO2021078298A1 (en) * | 2019-10-25 | 2021-04-29 | 中兴通讯股份有限公司 | Telephone traffic quality inspection method and apparatus, storage medium, and server |
| US11323567B2 (en) | 2019-10-30 | 2022-05-03 | American Tel-A-Systems, Inc. | Methods for auditing communication sessions |
| US10917524B1 (en) | 2019-10-30 | 2021-02-09 | American Tel-A-Systems, Inc. | Methods for auditing communication sessions |
| US11792320B2 (en) | 2019-10-30 | 2023-10-17 | American Tel-A-Systems, Inc. | Methods for auditing communication sessions |
| CN111091832A (en) * | 2019-11-28 | 2020-05-01 | 秒针信息技术有限公司 | Intention assessment method and system based on voice recognition |
| CN111091832B (en) * | 2019-11-28 | 2022-12-30 | 秒针信息技术有限公司 | Intention assessment method and system based on voice recognition |
| CN110933239A (en) * | 2019-12-30 | 2020-03-27 | 秒针信息技术有限公司 | Method and apparatus for detecting dialect |
| CN111147669A (en) * | 2019-12-30 | 2020-05-12 | 科讯嘉联信息技术有限公司 | Full real-time automatic service quality inspection system and method |
| CN111756938A (en) * | 2020-07-01 | 2020-10-09 | 蒋芳 | Call center telephone intelligent analysis monitoring method and system |
| CN111901345B (en) * | 2020-07-29 | 2023-04-28 | 厦门亿联网络技术股份有限公司 | Method, device, equipment and storage medium for realizing voice call |
| CN111901345A (en) * | 2020-07-29 | 2020-11-06 | 厦门亿联网络技术股份有限公司 | Method, device, equipment and storage medium for realizing voice call |
| CN112235468A (en) * | 2020-10-16 | 2021-01-15 | 绍兴市寅川软件开发有限公司 | Audio processing method and system for voice customer service evaluation |
| CN112101823B (en) * | 2020-11-03 | 2021-03-02 | 四川大汇大数据服务有限公司 | Multidimensional emotion recognition management method, system, processor, terminal and medium |
| CN112101823A (en) * | 2020-11-03 | 2020-12-18 | 四川大汇大数据服务有限公司 | Multidimensional emotion recognition management method, system, processor, terminal and medium |
| CN112911070A (en) * | 2020-12-10 | 2021-06-04 | 中国南方电网有限责任公司 | Call management system integrating field management and monitoring |
| CN113411454A (en) * | 2021-06-17 | 2021-09-17 | 商客通尚景科技（上海）股份有限公司 | Intelligent quality inspection method for real-time call voice analysis |
| CN113837545A (en) * | 2021-08-25 | 2021-12-24 | 广西电网有限责任公司 | Electric power customer service system with real-time monitoring service quality |
| CN114554015A (en) * | 2022-02-25 | 2022-05-27 | 马上消费金融股份有限公司 | Call center system and communication establishing method |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN102625005A (en) | Call center system with function of real-timely monitoring service quality and implement method of call center system | |
| CN112804400B (en) | Customer service call voice quality inspection method and device, electronic equipment and storage medium | |
| CN109672786B (en) | Incoming call answering method and device | |
| CN105261362B (en) | A kind of call voice monitoring method and system | |
| CN105592237B (en) | A kind of method, apparatus and intelligent customer service robot of session switching | |
| CN109979457A (en) | A method of thousand people, thousand face applied to Intelligent dialogue robot | |
| US8731919B2 (en) | Methods and system for capturing voice files and rendering them searchable by keyword or phrase | |
| CN105530387B (en) | The call processing method of IVR system | |
| US9183834B2 (en) | Speech recognition tuning tool | |
| CA2564760C (en) | Speech analysis using statistical learning | |
| CN111147676A (en) | Intelligent auxiliary agent answering service realization method based on electric power IT service call center | |
| US20070011008A1 (en) | Methods and apparatus for audio data monitoring and evaluation using speech recognition | |
| CN105592196A (en) | Incoming call intelligent response method and system based on intelligent terminal | |
| WO2015007107A1 (en) | Device and method for performing quality inspection on service quality of customer service staff | |
| CN105206269A (en) | Voice processing method and device | |
| CN107464573A (en) | A kind of new customer service call quality inspection system and method | |
| CN101662549A (en) | Customer evaluation system and customer evaluation method based on voice | |
| JP2010113167A (en) | Harmful customer detection system, its method and harmful customer detection program | |
| CN109417583A (en) | It is a kind of by audio signal real time transcription be text system and method | |
| CN109859032A (en) | Funds on account collection method, apparatus, equipment and storage medium based on intelligent sound | |
| CN113992803A (en) | Intelligent customer service call center system | |
| CN115643341A (en) | Artificial intelligence customer service response system | |
| WO2016131241A1 (en) | Quality detection method and device | |
| CN110931016A (en) | Voice recognition method and system for offline quality inspection | |
| CN111858897A (en) | Customer service staff speech guiding method and system |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C12 | Rejection of a patent application after its publication | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20120801 |