CN105141787A - Service record compliance checking method and device - Google Patents
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- CN105141787A CN105141787A CN201510500121.7A CN201510500121A CN105141787A CN 105141787 A CN105141787 A CN 105141787A CN 201510500121 A CN201510500121 A CN 201510500121A CN 105141787 A CN105141787 A CN 105141787A
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Abstract
The invention discloses a service record compliance checking method and device and belongs to the technical field of communications. The method comprises: obtaining a service record of a call center; converting the service record into text content; detecting whether the service record complies with service specifications according to the text content, wherein the service specifications are specification requirements established for the services of operators of the call center; and if the service record does not comply with the service specifications, storing the service record and/or the text content to a target position that is used for storing the service record and/or the text content for double-check by the quality inspection personnel. The service record compliance checking method is used for solving the problem of existence of plenty of missing inspections and low efficiency if a random extraction manner is adopted in the prior art; on one hand, the missing inspections can be reduced thoroughly, and on the other hand, as only the service records which are detected by the system as being not compliant are provided for the quality inspection personnel, the quality inspection personnel only needs to re-check the service records, and therefore, the quality inspection personnel can perform targeted checking and the checking efficiency can be improved.
Description
Technical field
The present invention relates to communication technical field, particularly a kind of conjunction rule inspection method and device of serving recording.
Background technology
Call center refers to and utilizes modern communication and computer technology, processes the operation operationlocation of a large amount of phone incoming call and call business.Such as, common carrier, bank and the enterprise etc. that some relate to promoting service all set up call center, providing business consultation to client, handle and the service such as complaint.
In order to improve the service quality of the operator of call center, guaranteeing that the word term of operator meets service regulation, needing to check the service recording of operator.In the prior art, consider the service recording substantial amounts of call center, adopt the mode randomly drawing service recording.From a large amount of services recording, randomly draw some service recording by quality inspection personnel or system, then by quality inspection personnel, the service recording extracted is listened to and distinguished, check whether it meets service regulation.
In the process realizing the embodiment of the present invention, inventor finds prior art, and at least there are the following problems: on the one hand, and the mode randomly drawed can cause a large amount of undetected situation to occur; On the other hand, the service being supplied to quality inspection personnel often major part of recording is the service recording of closing rule, and only have fraction to be the service recording not conforming to rule, this just causes quality inspection personnel to lack specific aim when checking, checking efficiency is on the low side.
Summary of the invention
Adopting to solve prior art the mode randomly drawed, there is a large amount of undetected situation and inefficient problem, embodiments provide a kind of conjunction rule inspection method and device of serving recording.Described technical scheme is as follows:
First aspect, provide a kind of conjunction rule inspection method of serving recording, described method comprises:
Obtain the service recording of call center;
Described service recording is converted to content of text;
Detect described service recording according to described content of text and whether meet service regulation, described service regulation refers to the code requirement formulated the service of the operator of described call center;
If described service recording does not meet described service regulation, then described service recording and/or described content of text are stored to target location, described target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.
Alternatively, describedly detect described service according to described content of text and record whether meet service regulation, comprising:
Detect in n the keyword models preset and whether there is the keyword models matched with described content of text; Wherein, described keyword models comprises a basic keyword, or described keyword models comprises at least two basic keywords and the logical relation symbol for the logical relation between at least two basic keywords described in representing, n is positive integer;
If there is the keyword models matched with described content of text in a described n keyword models, then determine that described service recording does not meet described service regulation.
Alternatively, whether there is the keyword models matched with described content of text in n the keyword models that described detection is preset, comprising:
For i-th keyword models, when described i-th keyword models comprises a basic keyword, detect in described content of text and whether there is described basic keyword; If there is described basic keyword in described content of text, then determine that described i-th keyword models and described content of text match, i is positive integer;
Or,
For i-th keyword models, when described i-th keyword models comprises at least two basic keywords and logical relation symbol, in described content of text, search the described basic keyword that described i-th keyword models comprises; If find basic keyword described at least one in described content of text, then detect the described basic keyword found whether meet described logical relation symbol represented by logical relation; If the described basic keyword found meets the logical relation represented by described logical relation symbol, then determine that described i-th keyword models and described content of text match, i is positive integer.
Alternatively, described described service recording is converted to content of text before, also comprise:
Extract the phonetic feature of described service recording, described phonetic feature comprises volume characteristics and/or tone feature;
Detect described phonetic feature whether to conform to a predetermined condition;
If described phonetic feature meets described predetermined condition, then perform the described step described service recording being converted to content of text.
Alternatively, described method also comprises:
Obtain the customer ID that described service recording is corresponding;
Obtain the client association information corresponding with described customer ID, described client association information comprises at least one item in client's essential information, history message registration, historical transaction record;
Described client association information is stored to described target location, and records and/or described content of text corresponding stored with described service.
Second aspect, provide a kind of conjunction rule testing fixture of serving recording, described device comprises:
Acquisition module, for obtaining the service recording of call center;
Modular converter, for being converted to content of text by described service recording;
Detection module, whether meet service regulation for detecting described service recording according to described content of text, described service regulation refers to the code requirement formulated the service of the operator of described call center;
Memory module, for when described service recording does not meet described service regulation, described service recording and/or described content of text are stored to target location, and described target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.
Alternatively, described detection module, comprising: detecting unit and determining unit;
Described detecting unit, for detecting the keyword models whether existing in a default n keyword models and match with described content of text; Wherein, described keyword models comprises a basic keyword, or described keyword models comprises at least two basic keywords and the logical relation symbol for the logical relation between at least two basic keywords described in representing, n is positive integer;
Described determining unit, for there is the keyword models matched with described content of text in a described n keyword models, determines that described service recording does not meet described service regulation.
Alternatively, described detecting unit, for for i-th keyword models, when described i-th keyword models comprises a basic keyword, detects in described content of text and whether there is described basic keyword; If there is described basic keyword in described content of text, then determine that described i-th keyword models and described content of text match, i is positive integer;
Or, described detecting unit, for for i-th keyword models, when described i-th keyword models comprises at least two basic keywords and logical relation symbol, in described content of text, search the described basic keyword that described i-th keyword models comprises; If find basic keyword described at least one in described content of text, then detect the described basic keyword found whether meet described logical relation symbol represented by logical relation; If the described basic keyword found meets the logical relation represented by described logical relation symbol, then determine that described i-th keyword models and described content of text match, i is positive integer.
Alternatively, described device also comprises:
Characteristic extracting module, for extracting the phonetic feature of described service recording, described phonetic feature comprises volume characteristics and/or tone feature;
Whether feature detection module, conform to a predetermined condition for detecting described phonetic feature;
Described modular converter, also for when described phonetic feature meets described predetermined condition, is converted to content of text by described service recording.
Alternatively, described device also comprises:
Identifier acquisition module, for obtaining customer ID corresponding to described service recording;
Data obtaining module, for obtaining the client association information corresponding with described customer ID, described client association information comprises at least one item in client's essential information, history message registration, historical transaction record;
Information storage module, for described client association information is stored to described target location, and records and/or described content of text corresponding stored with described service.
The beneficial effect that the technical scheme that the embodiment of the present invention provides is brought comprises:
By service recording is converted to content of text, then whether meets service regulation according to text content detection service recording, and the service recording and/or content of text that do not meet service regulation are supplied to quality inspection personnel; Solve prior art and adopt the mode randomly drawed, there is a large amount of undetected situation and inefficient problem; Substantially reduce undetected situation on the one hand to occur, another aspect is that the service not conforming to rule is recorded owing to providing to quality inspection personnel by systems axiol-ogy, quality inspection personnel only needs to carry out this checking, and contributes to quality inspection personnel and checks targetedly, improves checking efficiency.
Accompanying drawing explanation
In order to be illustrated more clearly in the technical scheme in the embodiment of the present invention, below the accompanying drawing used required in describing embodiment is briefly described, apparently, accompanying drawing in the following describes is only some embodiments of the present invention, for those of ordinary skill in the art, under the prerequisite not paying creative work, other accompanying drawing can also be obtained according to these accompanying drawings.
Fig. 1 is the schematic diagram of a kind of implementation environment involved by the embodiment of the present invention;
Fig. 2 is the flow chart of the conjunction rule inspection method of the service recording that one embodiment of the invention provides;
Fig. 3 is the flow chart of the conjunction rule inspection method of the service recording that another embodiment of the present invention provides;
Fig. 4 is the block diagram of the conjunction rule testing fixture of the service recording that one embodiment of the invention provides;
Fig. 5 is the block diagram of the conjunction rule testing fixture of the service recording that another embodiment of the present invention provides;
Fig. 6 is the structural representation of the server that one embodiment of the invention provides.
Embodiment
For making the object, technical solutions and advantages of the present invention clearly, below in conjunction with accompanying drawing, embodiment of the present invention is described further in detail.
Please refer to Fig. 1, it illustrates the schematic diagram of a kind of implementation environment involved by the embodiment of the present invention.This implementation environment can comprise: CRM (CustomerRelationshipManagement, customer relation management) system 100.In embodiments of the present invention, crm system 100 is for obtaining the service recording of call center operator, service recording is converted to content of text, and detects that the service recording that do not meet service regulation and/or content of text are supplied to quality inspection personnel accordingly, checked by quality inspection personnel.
Alternatively, as shown in Figure 1, can comprise in crm system 100: call center system 120 and voice are larded speech with literary allusions native system 140.Wherein, call center system 120 is for the treatment of phone incoming call and call business.The service recording of operator is stored in the database of call center system 120.Voice lard speech with literary allusions native system 140 for service recording is converted to content of text.
Said system framework can be realized by a station server, and the server cluster that also can be made up of some station servers realizes.For the purpose of simplifying the description, below in each embodiment of the method, except specified otherwise, with the executive agent of each step for server is illustrated, but restriction is not formed to this.
Please refer to Fig. 2, it illustrates the flow chart of the conjunction rule inspection method of the service recording that one embodiment of the invention provides.This conjunction rule inspection method can comprise following several step:
Step 202, obtains the service recording of call center.
Step 204, is converted to content of text by service recording.
Step 206, detect service recording according to content of text and whether meet service regulation, this service regulation refers to the code requirement formulated the service of the operator of call center.
Step 208, if service recording does not meet service regulation, is then stored to target location by service recording and/or content of text, and this target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.
In sum, the conjunction rule inspection method that the present embodiment provides, by service recording is converted to content of text, then whether meets service regulation according to text content detection service recording, and the service recording and/or content of text that do not meet service regulation are supplied to quality inspection personnel; Solve prior art and adopt the mode randomly drawed, there is a large amount of undetected situation and inefficient problem; Substantially reduce undetected situation on the one hand to occur, another aspect is that the service not conforming to rule is recorded owing to providing to quality inspection personnel by systems axiol-ogy, quality inspection personnel only needs to carry out this checking, and contributes to quality inspection personnel and checks targetedly, improves checking efficiency.
Please refer to Fig. 3, it illustrates the flow chart of the conjunction rule inspection method of the service recording that another embodiment of the present invention provides.The present embodiment is applied in implementation environment shown in Fig. 1 with this conjunction rule inspection method and is illustrated.This conjunction rule inspection method can comprise following several step:
Step 301, obtains the service recording of call center.
Generally recording to the telephonic communication between operator and client in call center, and service recording is stored in database.So, service recording can be obtained from the database of call center system.
Step 302, is converted to content of text by service recording.
Voice lard speech with literary allusions native system adopt speech recognition technology, service recording is converted to content of text.
In a kind of possible execution mode, the telephonic communication between operator and client can be recorded respectively, also namely serve recording and comprise operator's recording and client's recording.Voice lard speech with literary allusions native system can only by operator recording be converted to content of text, and without the need to client recording process, to reduce treating capacity.
Afterwards, whether server meets service regulation according to text content detection service recording, and this service regulation refers to the code requirement formulated the service of the operator of call center.Specifically, this testing process comprises the steps 303 and step 304.
Step 303, detect in n the keyword models preset whether there is the keyword models matched with content of text, n is positive integer.
There is the possible implementation of the following two kinds in keyword models.
The first, keyword models comprises a basic keyword.Wherein, basic keyword can be the responsive vocabulary that business is relevant, rude term or other service taboo language.Basic keyword can set in advance according to practical application scene.To carry out the practical application scene of closing rule inspection to the service recording in noble metal service on investment field, a certain keyword models can comprise the relevant responsive vocabulary of " transaction " this business; Or, the responsive vocabulary that this business that another keyword models can comprise " closing a position " is relevant; Or, then a keyword models can comprise " brain deficiency " this rude term, etc.
The second, keyword models comprises at least two basic keywords and the logical relation symbol for representing the logical relation between these at least two basic keywords.Wherein, basic keyword can be the responsive vocabulary that business is relevant, rude term or other service taboo language.Logical relation symbol include but not limited to following one or more: with (and) or (or), non-(not), neighbouring (near), afterwards (after), before (before) etc.Basic keyword and logical relation symbol all can set according to practical application scene in advance.Still to carry out the practical application scene of closing rule inspection to the service recording in noble metal service on investment field, a certain keyword models can be " transaction and closes a position ", represents and comprises " transaction " and " closing a position " two basic keywords simultaneously; Or another keyword models can be " transaction or brain deficiency ", represents any one the logic keyword comprised in " transaction " or " brain deficiency ", etc.
A default n keyword models is compared with content of text by server one by one, detects whether there is the keyword models matched with text content.Below, so that i-th keyword models and content of text are compared, to the comparison process corresponding to above-mentioned two kinds of possible implementations, be introduced respectively.Wherein, i is positive integer.
For i-th keyword models, when this i-th keyword models comprises a basic keyword, detect in content of text whether there is this basic keyword; If there is this basic keyword in content of text, then determine that this i-th keyword models and content of text match.Such as, i-th keyword models is " transaction ", then detect in content of text and whether there is " transaction " word, if existence, determine that this i-th keyword models and content of text match; Otherwise, if do not exist, determine that this i-th keyword models does not mate with content of text.
For i-th keyword models, when this i-th keyword models comprises at least two basic keywords and logical relation symbol, in content of text, search the basic keyword that this i-th keyword models comprises; If find at least one basic keyword in content of text, then detect the basic keyword found whether meet logical relation symbol represented by logical relation; If the basic keyword found meets the logical relation represented by logical relation symbol, then determine that this i-th keyword models and content of text match.Such as, i-th keyword models is " transaction and closes a position ", then, when finding " transaction " and " closing a position " this two basic keywords in content of text, determine that this i-th keyword models and content of text match simultaneously; Otherwise, if only find one of them basic keyword or do not find basic keyword, then determine that this i-th keyword models does not mate with content of text.
Certainly, the above-mentioned keyword models exemplified is only exemplary and explanatory, in actual applications, can according to practical application scene and requirements set be more various, complicated or keyword models accurately, the present embodiment does not do concrete restriction to this.
Step 304, if there is the keyword models matched with content of text in n the keyword models preset, is then stored to target location by service recording and/or content of text.
When there is the keyword models matched with content of text in n the keyword models preset, illustrate that this service recording is not for meeting the service recording of service regulation, this service recording and/or content of text are stored to target location by server, and this target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.Correspondingly, quality inspection personnel can obtain service recording and/or content of text from this target location, manually check, and then confirms whether this service recording closes rule.
Need supplementary notes a bit, to lard speech with literary allusions the treating capacity of native system to reduce voice, improving and closing rule checking efficiency, before above-mentioned steps 302, also can perform following steps:
1, extract the phonetic feature of service recording, this phonetic feature comprises volume characteristics and/or tone feature;
2, detect this phonetic feature whether to conform to a predetermined condition;
If 3 these phonetic features conform to a predetermined condition, then perform step 302; Otherwise, conjunction rule are carried out to next service recording and check.
Wherein, volume characteristics is used to indicate wave volume size when operator speaks, and tone feature is used to indicate mood when operator speaks, as angry, nervous, irritable etc.In the present embodiment, predetermined condition can preset according to the actual requirements.For example, for volume characteristics, preset rules can be that the wave volume size indicated by volume characteristics is greater than predetermined threshold value, also namely belongs to high-decibel; Be characterized as example with the tone, preset rules can be that the mood indicated by tone feature belongs to indignation, the mood such as nervous and irritable.By combining the phonetic feature of service recording, before execution voice turn text maninulation, Preliminary screening is carried out to service recording, contribute to reducing voice to lard speech with literary allusions the treating capacity of native system, without the need to present treatment of all larding speech with literary allusions to each service recording, thus improve and close rule checking efficiency.
Also need remark additionally a bit, check for the ease of quality inspection personnel, when detect service recording do not meet service regulation, also can perform following steps:
1, the customer ID that service recording is corresponding is obtained;
2, the client association information corresponding with customer ID is obtained;
3, client association information is stored to target location, and records and/or content of text corresponding stored with service.
Wherein, client association information comprises at least one item in client's essential information, history message registration, historical transaction record.Client's essential information includes but not limited to name, sex, age, address, work, Income situation etc., history message registration includes but not limited to talk times, the duration of call, complaint number of times etc., and historical transaction record includes but not limited to come in and go out gold record, storehouse, Jianping record, profit and loss record, transaction count etc.By client association information is supplied to quality inspection personnel, quality inspection personnel is made to understand the situation such as client personal considerations and the familiarity between client and operator, contributing to quality inspection personnel when checking service recording, more adequately can judge in conjunction with actual conditions.
In sum, the conjunction rule inspection method that the present embodiment provides, by service recording is converted to content of text, then whether meets service regulation according to text content detection service recording, and the service recording and/or content of text that do not meet service regulation are supplied to quality inspection personnel; Solve prior art and adopt the mode randomly drawed, there is a large amount of undetected situation and inefficient problem; Substantially reduce undetected situation on the one hand to occur, another aspect is that the service not conforming to rule is recorded owing to providing to quality inspection personnel by systems axiol-ogy, quality inspection personnel only needs to carry out this checking, and contributes to quality inspection personnel and checks targetedly, improves checking efficiency.
In addition, also by combining the phonetic feature of service recording, before execution voice turn text maninulation, Preliminary screening being carried out to service recording, contributing to reducing voice and to lard speech with literary allusions the treating capacity of native system, without the need to present treatment of all larding speech with literary allusions to each service recording, thus improve conjunction rule checking efficiency.
In addition, also by client association information is supplied to quality inspection personnel, make quality inspection personnel understand the situation such as client personal considerations and the familiarity between client and operator, contributing to quality inspection personnel when checking service recording, more adequately can judge in conjunction with actual conditions.
Following is apparatus of the present invention embodiment, may be used for performing the inventive method embodiment.For the details do not disclosed in apparatus of the present invention embodiment, please refer to the inventive method embodiment.
Please refer to Fig. 4, it illustrates the block diagram of the conjunction rule testing fixture of the service recording that one embodiment of the invention provides.This conjunction rule testing fixture can be applied in implementation environment shown in Fig. 1.This conjunction rule testing fixture comprises: acquisition module 410, modular converter 420, detection module 430 and memory module 440.
Acquisition module 410, for obtaining the service recording of call center.
Modular converter 420, is converted to content of text for the described service recording got by described acquisition module 410.
Detection module 430, the described content of text for being converted to according to described modular converter 420 detects described service recording and whether meets service regulation, and described service regulation refers to the code requirement formulated the service of the operator of described call center.
Memory module 440, for detecting that at described detection module 430 described service recording does not meet described service regulation, described service recording and/or described content of text are stored to target location, and described target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.
In sum, the conjunction rule testing fixture that the present embodiment provides, by service recording is converted to content of text, then whether meets service regulation according to text content detection service recording, and the service recording and/or content of text that do not meet service regulation are supplied to quality inspection personnel; Solve prior art and adopt the mode randomly drawed, there is a large amount of undetected situation and inefficient problem; Substantially reduce undetected situation on the one hand to occur, another aspect is that the service not conforming to rule is recorded owing to providing to quality inspection personnel by systems axiol-ogy, quality inspection personnel only needs to carry out this checking, and contributes to quality inspection personnel and checks targetedly, improves checking efficiency.
Please refer to Fig. 5, it illustrates the block diagram of the conjunction rule testing fixture of the service recording that another embodiment of the present invention provides.This conjunction rule testing fixture can be applied in implementation environment shown in Fig. 1.This conjunction rule testing fixture comprises: acquisition module 410, modular converter 420, detection module 430 and memory module 440.
Acquisition module 410, for obtaining the service recording of call center.
Modular converter 420, is converted to content of text for the described service recording got by described acquisition module 410.
Detection module 430, the described content of text for being converted to according to described modular converter 420 detects described service recording and whether meets service regulation, and described service regulation refers to the code requirement formulated the service of the operator of described call center.
Memory module 440, for detecting that at described detection module 430 described service recording does not meet described service regulation, described service recording and/or described content of text are stored to target location, and described target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.
Alternatively, described detection module 430, comprising: detecting unit 430a and determining unit 430b.
Described detecting unit 430a, for detecting in a default n keyword models keyword models that whether there is the described content of text that is converted to described modular converter 420 and match; Wherein, described keyword models comprises a basic keyword, or described keyword models comprises at least two basic keywords and the logical relation symbol for the logical relation between at least two basic keywords described in representing, n is positive integer.
Described determining unit, when there is for detecting at described detecting unit 430a in a described n keyword models keyword models matched with described content of text, determines that described service recording does not meet described service regulation.
Alternatively, described detecting unit 430a, for for i-th keyword models, when described i-th keyword models comprises a basic keyword, detects in described content of text and whether there is described basic keyword; If there is described basic keyword in described content of text, then determine that described i-th keyword models and described content of text match, i is positive integer; Or,
Described detecting unit 430a, for for i-th keyword models, when described i-th keyword models comprises at least two basic keywords and logical relation symbol, in described content of text, search the described basic keyword that described i-th keyword models comprises; If find basic keyword described at least one in described content of text, then detect the described basic keyword found whether meet described logical relation symbol represented by logical relation; If the described basic keyword found meets the logical relation represented by described logical relation symbol, then determine that described i-th keyword models and described content of text match, i is positive integer.
Alternatively, described device also comprises: characteristic extracting module 412 and feature detection module 414.
Characteristic extracting module 412, for extracting the phonetic feature of the described service recording that described acquisition module 410 gets, described phonetic feature comprises volume characteristics and/or tone feature.
Feature detection module 414, whether the described phonetic feature extracted for detecting described characteristic extracting module 412 conforms to a predetermined condition.
Described modular converter 420, also for when described feature detection module 414 detects that described phonetic feature meets described predetermined condition, is converted to content of text by described service recording.
Alternatively, described device also comprises: identifier acquisition module 442, data obtaining module 444 and information storage module 446.
Identifier acquisition module 442, for obtaining customer ID corresponding to described service recording.
Data obtaining module 444, for the client association information that the described customer ID obtained with described identifier acquisition module 442 gets is corresponding, described client association information comprises at least one item in client's essential information, history message registration, historical transaction record.
Information storage module 446, is stored to described target location for the described client association information got by described data obtaining module 444, and records and/or described content of text corresponding stored with described service.
In sum, the conjunction rule testing fixture that the present embodiment provides, by service recording is converted to content of text, then whether meets service regulation according to text content detection service recording, and the service recording and/or content of text that do not meet service regulation are supplied to quality inspection personnel; Solve prior art and adopt the mode randomly drawed, there is a large amount of undetected situation and inefficient problem; Substantially reduce undetected situation on the one hand to occur, another aspect is that the service not conforming to rule is recorded owing to providing to quality inspection personnel by systems axiol-ogy, quality inspection personnel only needs to carry out this checking, and contributes to quality inspection personnel and checks targetedly, improves checking efficiency.
In addition, also by combining the phonetic feature of service recording, before execution voice turn text maninulation, Preliminary screening being carried out to service recording, contributing to reducing voice and to lard speech with literary allusions the treating capacity of native system, without the need to present treatment of all larding speech with literary allusions to each service recording, thus improve conjunction rule checking efficiency.
In addition, also by client association information is supplied to quality inspection personnel, make quality inspection personnel understand the situation such as client personal considerations and the familiarity between client and operator, contributing to quality inspection personnel when checking service recording, more adequately can judge in conjunction with actual conditions.
It should be noted that: the conjunction rule testing fixture of the service recording that above-described embodiment provides, only be illustrated with the division of above-mentioned each functional module, in practical application, can distribute as required and by above-mentioned functions and be completed by different functional modules, internal structure by equipment is divided into different functional modules, to complete all or part of function described above.In addition, the embodiment of the method that inspection method is advised in conjunction rule testing fixture and conjunction that above-described embodiment provides belongs to same design, and its specific implementation process refers to embodiment of the method, repeats no more here.
Fig. 6 shows the structural representation of the server that one embodiment of the invention provides.This server is for implementing the conjunction rule inspection method of the service recording provided in above-described embodiment.Specifically:
Described server 600 comprises CPU (CPU) 601, comprises the system storage 604 of random access memory (RAM) 602 and read-only memory (ROM) 603, and the system bus 605 of connected system memory 604 and CPU 601.Described server 600 also comprises the basic input/output (I/O system) 606 of transmission information between each device of helping in computer, and for the mass-memory unit 607 of storage operation system 613, application program 614 and other program modules 615.
Described basic input/output 606 includes the input equipment 609 of the display 608 for showing information and the such as mouse, keyboard and so on for user's input information.Wherein said display 608 and input equipment 609 are all connected to CPU 601 by the IOC 610 being connected to system bus 605.Described basic input/output 606 can also comprise IOC 610 for receiving and processing the input from other equipment multiple such as keyboard, mouse or electronic touch pens.Similarly, IOC 610 also provides the output equipment outputting to display screen, printer or other types.
Described mass-memory unit 607 is connected to CPU 601 by the bulk memory controller (not shown) being connected to system bus 605.Described mass-memory unit 607 and the computer-readable medium that is associated thereof provide non-volatile memories for server 600.That is, described mass-memory unit 607 can comprise the computer-readable medium (not shown) of such as hard disk or CD-ROM drive and so on.
Without loss of generality, described computer-readable medium can comprise computer-readable storage medium and communication media.Computer-readable storage medium comprises the volatibility and non-volatile, removable and irremovable medium that realize for any method or technology that store the information such as such as computer-readable instruction, data structure, program module or other data.Computer-readable storage medium comprises RAM, ROM, EPROM, EEPROM, flash memory or its technology of other solid-state storage, CD-ROM, DVD or other optical storage, cassette, tape, disk storage or other magnetic storage apparatus.Certainly, the known described computer-readable storage medium of those skilled in the art is not limited to above-mentioned several.Above-mentioned system storage 604 and mass-memory unit 607 can be referred to as memory.
According to various embodiments of the present invention, the remote computer that described server 600 can also be connected on network by networks such as such as internets runs.Also namely server 600 can be connected to network 612 by the network interface unit 611 be connected on described system bus 605, in other words, network interface unit 611 also can be used to be connected to network or the remote computer system (not shown) of other types.
Described memory also comprises one or more than one program, and described more than one or one program is stored in memory, and is configured to be performed by more than one or one processor.Above-mentioned more than one or one program package is containing the instruction for carrying out following operation:
Obtain the service recording of call center;
Described service recording is converted to content of text;
Detect described service recording according to described content of text and whether meet service regulation, described service regulation refers to the code requirement formulated the service of the operator of described call center;
If described service recording does not meet described service regulation, then described service recording and/or described content of text are stored to target location, described target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.
Suppose that above-mentioned is the first possible execution mode, then, in the execution mode that the second provided based on the execution mode that the first is possible is possible, in the memory of described server, also comprise the instruction for performing following operation:
Detect in n the keyword models preset and whether there is the keyword models matched with described content of text; Wherein, described keyword models comprises a basic keyword, or described keyword models comprises at least two basic keywords and the logical relation symbol for the logical relation between at least two basic keywords described in representing, n is positive integer;
If there is the keyword models matched with described content of text in a described n keyword models, then determine that described service recording does not meet described service regulation.
In the third the possible execution mode provided based on the execution mode that the second is possible, in the memory of described server, also comprise the instruction for performing following operation:
For i-th keyword models, when described i-th keyword models comprises a basic keyword, detect in described content of text and whether there is described basic keyword; If there is described basic keyword in described content of text, then determine that described i-th keyword models and described content of text match, i is positive integer;
Or,
For i-th keyword models, when described i-th keyword models comprises at least two basic keywords and logical relation symbol, in described content of text, search the described basic keyword that described i-th keyword models comprises; If find basic keyword described at least one in described content of text, then detect the described basic keyword found whether meet described logical relation symbol represented by logical relation; If the described basic keyword found meets the logical relation represented by described logical relation symbol, then determine that described i-th keyword models and described content of text match, i is positive integer.
In the 4th kind of possible execution mode provided based on any one possible execution mode in the execution mode that the first is possible to the third, in the memory of described server, also comprise the instruction for performing following operation:
Extract the phonetic feature of described service recording, described phonetic feature comprises volume characteristics and/or tone feature;
Detect described phonetic feature whether to conform to a predetermined condition;
If described phonetic feature meets described predetermined condition, then perform the described step described service recording being converted to content of text.
In the 5th kind of possible execution mode provided based on any one possible execution mode in the execution mode that the first is possible to the third, in the memory of described server, also comprise the instruction for performing following operation:
Obtain the customer ID that described service recording is corresponding;
Obtain the client association information corresponding with described customer ID, described client association information comprises at least one item in client's essential information, history message registration, historical transaction record;
Described client association information is stored to described target location, and records and/or described content of text corresponding stored with described service.
Should be understood that, use in this article, unless context clearly supports exception, singulative " " (" a ", " an ", " the ") is intended to also comprise plural form.It is to be further understood that the "and/or" used in this article refers to comprise any of more than one or one project listed explicitly and likely combine.
The invention described above embodiment sequence number, just to describing, does not represent the quality of embodiment.
One of ordinary skill in the art will appreciate that all or part of step realizing above-described embodiment can have been come by hardware, the hardware that also can carry out instruction relevant by program completes, described program can be stored in a kind of computer-readable recording medium, the above-mentioned storage medium mentioned can be read-only memory, disk or CD etc.
The foregoing is only preferred embodiment of the present invention, not in order to limit the present invention, within the spirit and principles in the present invention all, any amendment done, equivalent replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. serve a conjunction rule inspection method for recording, it is characterized in that, described method comprises:
Obtain the service recording of call center;
Described service recording is converted to content of text;
Detect described service recording according to described content of text and whether meet service regulation, described service regulation refers to the code requirement formulated the service of the operator of described call center;
If described service recording does not meet described service regulation, then described service recording and/or described content of text are stored to target location, described target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.
2. method according to claim 1, is characterized in that, describedly detects described service according to described content of text and records whether meet service regulation, comprising:
Detect in n the keyword models preset and whether there is the keyword models matched with described content of text; Wherein, described keyword models comprises a basic keyword, or described keyword models comprises at least two basic keywords and the logical relation symbol for the logical relation between at least two basic keywords described in representing, n is positive integer;
If there is the keyword models matched with described content of text in a described n keyword models, then determine that described service recording does not meet described service regulation.
3. method according to claim 2, is characterized in that, whether there is the keyword models matched with described content of text, comprising in n the keyword models that described detection is preset:
For i-th keyword models, when described i-th keyword models comprises a basic keyword, detect in described content of text and whether there is described basic keyword; If there is described basic keyword in described content of text, then determine that described i-th keyword models and described content of text match, i is positive integer;
Or,
For i-th keyword models, when described i-th keyword models comprises at least two basic keywords and logical relation symbol, in described content of text, search the described basic keyword that described i-th keyword models comprises; If find basic keyword described at least one in described content of text, then detect the described basic keyword found whether meet described logical relation symbol represented by logical relation; If the described basic keyword found meets the logical relation represented by described logical relation symbol, then determine that described i-th keyword models and described content of text match, i is positive integer.
4., according to the arbitrary described method of claims 1 to 3, it is characterized in that, described described service recording is converted to content of text before, also comprise:
Extract the phonetic feature of described service recording, described phonetic feature comprises volume characteristics and/or tone feature;
Detect described phonetic feature whether to conform to a predetermined condition;
If described phonetic feature meets described predetermined condition, then perform the described step described service recording being converted to content of text.
5., according to the arbitrary described method of claims 1 to 3, it is characterized in that, described method also comprises:
Obtain the customer ID that described service recording is corresponding;
Obtain the client association information corresponding with described customer ID, described client association information comprises at least one item in client's essential information, history message registration, historical transaction record;
Described client association information is stored to described target location, and records and/or described content of text corresponding stored with described service.
6. serve a conjunction rule testing fixture for recording, it is characterized in that, described device comprises:
Acquisition module, for obtaining the service recording of call center;
Modular converter, for being converted to content of text by described service recording;
Detection module, whether meet service regulation for detecting described service recording according to described content of text, described service regulation refers to the code requirement formulated the service of the operator of described call center;
Memory module, for when described service recording does not meet described service regulation, described service recording and/or described content of text are stored to target location, and described target location is for storing the service recording and/or content of text that supply quality inspection personnel to carry out checking.
7. device according to claim 6, is characterized in that, described detection module, comprising: detecting unit and determining unit;
Described detecting unit, for detecting the keyword models whether existing in a default n keyword models and match with described content of text; Wherein, described keyword models comprises a basic keyword, or described keyword models comprises at least two basic keywords and the logical relation symbol for the logical relation between at least two basic keywords described in representing, n is positive integer;
Described determining unit, for there is the keyword models matched with described content of text in a described n keyword models, determines that described service recording does not meet described service regulation.
8. device according to claim 7, is characterized in that,
Described detecting unit, for for i-th keyword models, when described i-th keyword models comprises a basic keyword, detects in described content of text and whether there is described basic keyword; If there is described basic keyword in described content of text, then determine that described i-th keyword models and described content of text match, i is positive integer;
Or,
Described detecting unit, for for i-th keyword models, when described i-th keyword models comprises at least two basic keywords and logical relation symbol, in described content of text, search the described basic keyword that described i-th keyword models comprises; If find basic keyword described at least one in described content of text, then detect the described basic keyword found whether meet described logical relation symbol represented by logical relation; If the described basic keyword found meets the logical relation represented by described logical relation symbol, then determine that described i-th keyword models and described content of text match, i is positive integer.
9., according to the arbitrary described device of claim 6 to 8, it is characterized in that, described device also comprises:
Characteristic extracting module, for extracting the phonetic feature of described service recording, described phonetic feature comprises volume characteristics and/or tone feature;
Whether feature detection module, conform to a predetermined condition for detecting described phonetic feature;
Described modular converter, also for when described phonetic feature meets described predetermined condition, is converted to content of text by described service recording.
10., according to the arbitrary described device of claim 6 to 8, it is characterized in that, described device also comprises:
Identifier acquisition module, for obtaining customer ID corresponding to described service recording;
Data obtaining module, for obtaining the client association information corresponding with described customer ID, described client association information comprises at least one item in client's essential information, history message registration, historical transaction record;
Information storage module, for described client association information is stored to described target location, and records and/or described content of text corresponding stored with described service.
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