CN112989021B - Method, device and equipment for advisor behavior violation determination - Google Patents
Method, device and equipment for advisor behavior violation determination Download PDFInfo
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Abstract
The application relates to the technical field of behavior judgment, and discloses a method for judging behavior violations of consultants, which comprises the following steps: acquiring dialogue text data corresponding to the consultant behaviors; determining consultation main body and notification information according to the dialogue text data; matching prompt information corresponding to the consultation main body in a preset prompt information database; the prompt information database stores the corresponding relation between the consultation main body and the prompt information; comparing the notification information with the prompt information to obtain a comparison result; and carrying out advisory behavior violation judgment according to the comparison result. The method for judging the counselor behaviors against rules realizes automatic judgment of the counselor behaviors, avoids the problem of long time consumption in the process of manually listening to the sound recording, and improves the efficiency of counselor behavior judgment. The application also discloses a device and equipment for judging the violation of the advisor behavior.
Description
Technical Field
The present application relates to the technical field of behavior determination, for example, to a method, an apparatus, and a device for determining a behavior violation of an advisor.
Background
Currently, customers consult with consultants, for example: in the process of consulting goods or services such as consulting financial products or insurance products by customers, the consultants can oversupply promise to the customers, hide information, lie information and the like, so that in order to better serve the customers, disputes are avoided, the consultant behavior is generally supervised in a whole-course recording mode, and the disputes possibly generated are dealt with.
In the process of implementing the embodiments of the present disclosure, it is found that at least the following problems exist in the related art: the prior art generally uses manual listening to all recordings to determine whether the advisor behavior is illegal, which is inefficient.
Disclosure of Invention
The following presents a simplified summary in order to provide a basic understanding of some aspects of the disclosed embodiments. The summary is not an extensive overview, and is intended to neither identify key/critical elements nor delineate the scope of such embodiments, but is intended as a prelude to the more detailed description that follows.
The embodiment of the disclosure provides a method, a device and equipment for judging the violation of a consultant behavior, which are used for solving the technical problem of low efficiency of judging the violation of the consultant behavior by manually listening to all recordings.
In some embodiments, a method for advisor behavior violation determination includes:
acquiring dialogue text data corresponding to the consultant behaviors;
determining consultation main body and notification information according to the dialogue text data;
matching prompt information corresponding to the consultation main body in a preset prompt information database; the prompt information database stores the corresponding relation between the consultation main body and the prompt information;
comparing the notification information with the prompt information to obtain a comparison result;
and carrying out advisory behavior violation judgment according to the comparison result.
In some embodiments, an apparatus for advisor behavioral violation determination includes: a processor and a memory storing program instructions, the processor being configured, upon execution of the program instructions, to perform a method for advisor behavior violation determination as described above.
In some embodiments, the apparatus includes means for advisor behavior violation determination for prosecution.
The method for determining the counselor behavior violation, the device for determining the counselor behavior violation and the device for determining the counselor behavior violation provided by the embodiment of the disclosure can realize the following technical effects: the consultation main body and the notification information can be determined from the dialogue text data corresponding to the acquired consultation behaviors, the notification information corresponding to the consultation main body is determined in the preset prompt information library, the notification information and the prompt information are compared to obtain a comparison result, and the violation judgment of the consultation behaviors is carried out according to the comparison result, so that the automatic judgment of the consultation behaviors is realized, the problem of long time consumption in the process of manually listening to the record is avoided, and the efficiency of the judgment of the consultation behaviors is improved.
The foregoing general description and the following description are exemplary and explanatory only and are not restrictive of the application.
Drawings
One or more embodiments are illustrated by way of example and not limitation in the figures of the accompanying drawings, in which like references indicate similar elements, and in which like reference numerals refer to similar elements, and in which:
FIG. 1 is a schematic diagram of a method for advisory behavior violation determination provided by an embodiment of the present disclosure;
fig. 2 is a schematic diagram of an apparatus for advisory behavior violation determination provided by an embodiment of the present disclosure.
Detailed Description
So that the manner in which the features and techniques of the disclosed embodiments can be understood in more detail, a more particular description of the embodiments of the disclosure, briefly summarized below, may be had by reference to the appended drawings, which are not intended to be limiting of the embodiments of the disclosure. In the following description of the technology, for purposes of explanation, numerous details are set forth in order to provide a thorough understanding of the disclosed embodiments. However, one or more embodiments may still be practiced without these details. In other instances, well-known structures and devices may be shown simplified in order to simplify the drawing.
The terms first, second and the like in the description and in the claims of the embodiments of the disclosure and in the above-described figures are used for distinguishing between similar objects and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used may be interchanged where appropriate in order to describe embodiments of the present disclosure. Furthermore, the terms "comprise" and "have," as well as any variations thereof, are intended to cover a non-exclusive inclusion.
The term "plurality" means two or more, unless otherwise indicated.
In the embodiment of the present disclosure, the character "/" indicates that the front and rear objects are an or relationship. For example, A/B represents: a or B.
The term "and/or" is an associative relationship that describes an object, meaning that there may be three relationships. For example, a and/or B, represent: a or B, or, A and B.
Referring to fig. 1, an embodiment of the present disclosure provides a method for advisory behavior violation determination, including:
step S101, dialogue text data corresponding to the consultant behaviors are obtained;
step S102, determining consultation main body and notification information according to dialogue text data;
step S103, matching prompt information corresponding to the consultation main body in a preset prompt information database; the prompt information database stores the corresponding relation between the consultation main body and the prompt information;
step S104, comparing the notification information with the prompt information to obtain a comparison result;
and step S105, carrying out advisory behavior violation judgment according to the comparison result.
By adopting the method for the counselor behavior violation judgment, the counselor body and the notification information are determined from the dialogue text data corresponding to the obtained counselor behavior, the notification information corresponding to the counselor body is determined in the preset prompt information library, the notification information and the prompt information are compared to obtain a comparison result, the counselor behavior violation judgment is carried out according to the comparison result, the automatic judgment of the counselor behavior is realized, the problem of long time consumption in the process of manually listening to the recording is avoided, and the counselor behavior judgment efficiency is improved.
Optionally, acquiring dialogue text data corresponding to the advisor behavior includes: acquiring dialogue record data corresponding to the consultant behaviors; acquiring advisor voice data and customer voice data according to the dialogue record data; and carrying out voice recognition processing on the consultant voice data and the customer voice data to obtain the consultant voice text data and the customer voice text data, and determining the consultant voice text data and the customer voice text data as dialogue text data.
Optionally, acquiring dialogue record data corresponding to the advisor behavior includes: and acquiring dialogue record data corresponding to the advisor behavior through the recording equipment. Optionally, the recording device includes: a voice entry device comprising two orientations. Thus, voice data of the counselor and the customer can be recorded separately. Optionally, the recording device includes: chest card type recording apparatus which does not record voice data of consultants and customers separately. Optionally, the recording device comprises a smart phone, a computer, or the like.
Optionally, acquiring advisor voice data and customer voice data from the dialogue record data includes: and carrying out voiceprint separation on the dialogue record data to obtain advisor voice data and customer voice data.
Optionally, acquiring advisor voice data and customer voice data from the dialogue record data includes: the recording device capable of recording the voice data of the consultant and the voice data of the customer separately is used for directly obtaining the voice data of the consultant and the voice data of the customer.
Optionally, acquiring advisor voice data and customer voice data from the dialogue record data includes: acquiring voiceprint information in dialogue recording data, and determining advisor identity information and customer identity information according to the voiceprint information; and determining the data corresponding to the advisor identity information in the dialogue record data as advisor voice data, and determining the data corresponding to the customer identity information in the dialogue record data as customer voice data.
Optionally, obtaining voiceprint information in the dialogue recording data, determining advisor identity information according to the voiceprint information, including: voiceprint recognition is carried out on dialogue record data to obtain voiceprint information, advisor voiceprint information is obtained according to the voiceprint information, and advisor identity information corresponding to the advisor voiceprint information is matched in an advisor information database; the advisor information database stores the corresponding relation between the advisor voiceprint information and the advisor identity information.
Optionally, acquiring the advisor voiceprint information according to the voiceprint information includes: and searching first alternative voiceprint information which is the same as the voiceprint information in the advisor information database, and taking the first alternative voiceprint information as the advisor voiceprint information.
Optionally, obtaining voiceprint information in the dialogue recording data, determining customer identity information according to the voiceprint information, including: voiceprint recognition is carried out on dialogue record data to obtain voiceprint information, customer voiceprint information is obtained according to the voiceprint information, and customer identity information corresponding to the customer voiceprint information is matched in a customer information database; the customer information database stores the corresponding relation between the customer voiceprint information and the customer identity information.
Optionally, obtaining customer voiceprint information according to the voiceprint information includes: and searching second alternative voiceprint information which is the same as the voiceprint information in the customer information database, and taking the second alternative voiceprint information as customer voiceprint information.
Optionally, performing a voice recognition process on the advisor voice data and the customer voice data includes: the counselor voice data and the customer voice data are respectively converted into voice text data and customer voice text data through an automatic voice recognition technology.
Optionally, determining the consulting body according to the dialogue text data includes: determining a first keyword according to the dialogue text data; matching a consultation subject corresponding to the first keyword in a preset prompt information database; the prompt information database stores the corresponding relation between the first keyword and the consultation body.
Optionally, the consultant includes a sales product; for example: financial products and insurance products.
In this way, the first keyword is determined according to the dialogue text data, the consultation main body corresponding to the first keyword is matched in the preset prompt information database, and the consultation main body corresponding to the first keyword is matched in the preset prompt information database according to the first keyword, so that the accuracy of the matched consultation main body can be improved.
Optionally, determining the first keyword according to the dialogue text data includes: word segmentation is carried out on dialogue text data to obtain a first word segmentation result; comparing the first word segmentation result with a first preset keyword, and determining the first word segmentation result meeting a first preset condition as the first keyword.
Optionally, the first word segmentation result meeting the first preset condition includes: and a first word segmentation result identical to the first preset keyword.
In one embodiment, the dialogue text data is segmented to obtain a first segmentation result, for example: the financial product, the consultation required and the increasingly lunar Xin 90 days are adopted, and all first word segmentation results are respectively matched with first preset keywords, such as: comparing the 'increasingly Yuexin for 90 days'; and (3) determining the first word segmentation result 'increasingly more Xin 90 days' as a first keyword if the first word segmentation result 'increasingly more Xin 90 days' is the same as the first preset key 'increasingly more Xin 90 days'. Matching the consultation main body corresponding to the first keyword 'increasingly more Xin 90 days' in the prompt information database, for example: "increasingly moon Xin 90 days of bringing up silver and treasuring by the vendor's bank".
In this way, the dialogue text data is segmented to obtain a first segmentation result, the first segmentation result is matched with a preset first segmentation library to obtain a first preset keyword, so that keyword extraction is more accurate, and the accuracy of the matched consultation main body is improved.
Optionally, matching the prompt information corresponding to the consultation main body in a preset prompt information database, including: confirming customer identity information according to the customer voice data; determining the range of the product main body according to the identity information of the customer; under the condition that the consultation main body belongs to the range of the product main body, matching first prompt information corresponding to the consultation main body in a preset prompt information database; under the condition that the consultation main body does not belong to the range of the product main body, matching second prompt information corresponding to the consultation main body in a preset prompt information database; and taking the first prompt information and the second prompt information as prompt information.
Optionally, confirming the customer identity information based on the customer voice data includes: voiceprint recognition is carried out on the customer voice data, and the customer identity information is confirmed.
Optionally, voiceprint recognition is performed on the customer voice data to confirm the customer identity information, including: voiceprint recognition is carried out on the customer voice data to obtain voiceprint information, the customer voiceprint information is obtained according to the voiceprint information, and customer identity information corresponding to the customer voiceprint information is matched in a customer information database; matching customer identity information corresponding to customer voiceprint information in a customer information database; the customer information database stores the corresponding relation between the advisor voiceprint information and the customer identity information.
Optionally, obtaining customer voiceprint information according to the voiceprint information includes: and searching second alternative voiceprint information which is the same as the voiceprint information in the customer information database, and taking the second alternative voiceprint information as customer voiceprint information.
Optionally, the customer identity information includes a customer's anti-risk level, customer's basic information.
Optionally, determining the product body range from the customer identity information includes: the product body range is determined based on the customer's anti-risk level.
Optionally, determining the product body range based on the customer's anti-risk level includes: acquiring a risk level of a sales product; a sales product corresponding to the same risk level as the customer anti-risk level is determined as a product body range. In some embodiments, the customer's anti-risk level is low risk, selling the product, for example: the risk level of the increasingly lunar Xin 90-day financial products, the long-term financial products of the time of the blogging and the material-saving money and the like which are taken in by the banking of the salesperson is low, the product of 90 days of financial resources of increasingly moon, which is tendered by the banking of the tenderer and the long-term financial product of the time of the blessing money are determined as the product body range.
Optionally, the first prompt information is product information corresponding to the consultation body. For example: investment period, estimated income.
Optionally, the second prompt information is early warning information. For example: the product is not within the range of the customer purchasing the product.
Optionally, determining the notification information according to the dialogue text data includes: determining a second keyword according to the advisor voice text data; the second keyword is determined as notification information.
Therefore, the second keywords are determined according to the advisor voice text data, and the second keywords are determined to be notification information, so that the notification information can be automatically confirmed, the problem of long time consumption in the process of manually listening to the recording is avoided, and the advisor behavior judging efficiency is improved.
Optionally, word segmentation is carried out on the consultant voice text data to obtain a second word segmentation result; comparing the second word segmentation result with a second preset keyword, and determining the second word segmentation result meeting a second preset condition as the second keyword.
Optionally, the second word segmentation result satisfying the second preset condition includes: and a second word segmentation result identical to the second preset keyword.
In one embodiment, the advisor voice text data is segmented to obtain a second segmentation result, such as: "the product", "the investment term is 3 years", "the estimated profit is 5%" "other questions", all the second word results are respectively associated with the second preset keywords, for example: comparing the investment period of 3 years and the estimated gain of 5%, and determining the second keyword result of 3 years and the estimated gain of 5% as the second keyword if the second keyword result of 3 years and the estimated gain of 5% is obtained.
Alternatively, the first word segmentation library and the second word segmentation library may be one word segmentation library or different word segmentation libraries.
In this way, the dialogue text data is segmented to obtain a second segmentation result, and the second segmentation result is matched with a preset second segmentation library to obtain a second preset keyword, so that keyword extraction is more accurate, and the accuracy of notification information is improved.
Optionally, the advisor behavior violation determination is performed according to the comparison result, including: under the condition that the comparison result is that the notification information is consistent with the prompt information, judging the advisor behavior as no violation; and/or judging the advisor behavior as a violation under the condition that the comparison result is that the notification information and the prompt information are inconsistent.
Optionally, the informing information is consistent with the prompting information, including: the notification information contains all prompt information.
Therefore, whether the advisor behavior is illegal or not can be automatically judged by judging whether the notification information contains all prompt information, the problem of long time consumption in the process of manually listening to the recording is avoided, and the efficiency of judging the advisor behavior is improved.
In one embodiment, a customer consults a financial product with a consultant, the dialogue recording data corresponding to the consultant behavior is obtained by recording the whole process of the consultant and the financial product consultation process, the dialogue recording data of the consultant behavior is separated to obtain consultant voice data and customer voice data, and the consultant voice data and the customer voice data are converted into consultant voice text data and customer voice text data by using an automatic voice recognition technology. Determining a first keyword from the dialog text data, for example: every day, every month, every time, every; matching the consultation main body corresponding to the first keyword in the prompt information data, for example: an increasingly lunar Xin 90-day financial plan for banking and banking; voiceprint recognition is carried out on the customer voice data, customer identity information is confirmed, the range of the product main body is determined according to the customer identity information, and under the condition that the consultation main body belongs to the range of the product main body, first prompt information is matched in the prompt information data, for example: the investment period was 3 years and the estimated return was 5%. Determining a second keyword from the advisor voice text data, for example: the investment period is 3 years, and the estimated income is 5%; and determining the determined second keyword as notification information. Comparing the notification information with the prompt information corresponding to the consultation main body, for example: and the notification information is that the investment period is 3 years, the estimated income is 5 percent, and the advisor behavior is judged to be free from violations. In some embodiments, if the second keyword determined from the advisor voice text data is "3 years of investment period", i.e., the notification message is "3 years of investment period", the notification message is inconsistent with the prompt message "3 years of investment period, the estimated gain is 5%", and the advisor behavioral violation is determined. The consultant and the notification information are determined from the dialogue text data corresponding to the acquired consultant behaviors, the notification information corresponding to the consultant is determined in a preset prompt information base, and when the notification information is consistent with the notification information, the consultant behaviors are judged to have no violations, otherwise, the consultant behaviors are judged to be violating, automatic judgment of the consultant behaviors is achieved, the problem that the process of manually listening to the sound recording is long in time consumption is avoided, and the consultant behavior judgment efficiency is improved.
As shown in connection with FIG. 2, embodiments of the present disclosure provide an apparatus for advisor behavior violation determination, including a processor (processor) 100 and a memory (memory) 101 storing program instructions. Optionally, the apparatus may further comprise a communication interface (Communication Interface) 102 and a bus 103. The processor 100, the communication interface 102, and the memory 101 may communicate with each other via the bus 103. The communication interface 102 may be used for information transfer. Processor 100 may call program instructions in memory 101 to perform the method for advisory behavior violation determination of the above-described embodiments.
Further, the program instructions in the memory 101 described above may be implemented in the form of software functional units and sold or used as a separate product, and may be stored in a computer-readable storage medium.
The memory 101 is a computer readable storage medium that can be used to store a software program, a computer executable program, such as program instructions/modules corresponding to the methods in the embodiments of the present disclosure. Processor 100 executes functional applications and data processing by running program instructions/modules stored in memory 101, i.e., implements the method for advisor behavior violation determination in the embodiments described above.
The memory 101 may include a storage program area and a storage data area, wherein the storage program area may store an operating system, at least one application program required for a function; the storage data area may store data created according to the use of the terminal device, etc. Further, the memory 101 may include a high-speed random access memory, and may also include a nonvolatile memory.
By adopting the device for the violation determination of the advisor behavior, which is provided by the embodiment of the disclosure, the advisor body and the notification information are determined from the dialogue text data corresponding to the acquired advisor behavior, the prompt information corresponding to the advisor body is determined in the preset prompt information library, and the advisor behavior is determined to be free from violations when the notification information is consistent with the prompt information, otherwise, the advisor behavior is violated, the automatic determination of the advisor behavior is realized, the problem of long time consumption in the process of manually listening to the recording is avoided, and the efficiency of the determination of the advisor behavior is improved.
The embodiment of the disclosure provides equipment comprising the device for judging the violation of the counselor behaviors. The consultant and the notification information are determined from the dialogue text data corresponding to the acquired consultant behaviors, the notification information corresponding to the consultant is determined in a preset prompt information base, and when the notification information is consistent with the notification information, the consultant behaviors are judged to have no violations, otherwise, the consultant behaviors are judged to be violating, automatic judgment of the consultant behaviors is achieved, the problem that the process of manually listening to the sound recording is long in time consumption is avoided, and the consultant behavior judgment efficiency is improved.
Optionally, the device comprises a sound recording device, a smart phone, a computer, etc. Optionally, the recording device includes: a work board with a recording function, a recording pen and the like.
Optionally, the device comprises a server. Optionally, in the case that the device is a server, the dialogue record data corresponding to the advisor behavior is obtained through the recording device.
Embodiments of the present disclosure provide a computer readable storage medium storing computer executable instructions configured to perform the above-described method for advisory behavior violation determination.
The disclosed embodiments provide a computer program product comprising a computer program stored on a computer readable storage medium, the computer program comprising program instructions which, when executed by a computer, cause the computer to perform the above-described method for advisor behavior violation determination.
The computer readable storage medium may be a transitory computer readable storage medium or a non-transitory computer readable storage medium.
Embodiments of the present disclosure may be embodied in a software product stored on a storage medium, including one or more instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of a method according to embodiments of the present disclosure. And the aforementioned storage medium may be a non-transitory storage medium including: a plurality of media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a random access Memory (RAM, random Access Memory), a magnetic disk, or an optical disk, or a transitory storage medium.
The above description and the drawings illustrate embodiments of the disclosure sufficiently to enable those skilled in the art to practice them. Other embodiments may involve structural, logical, electrical, process, and other changes. The embodiments represent only possible variations. Individual components and functions are optional unless explicitly required, and the sequence of operations may vary. Portions and features of some embodiments may be included in, or substituted for, those of others. Moreover, the terminology used in the present application is for the purpose of describing embodiments only and is not intended to limit the claims. As used in the description of the embodiments and the claims, the singular forms "a," "an," and "the" (the) are intended to include the plural forms as well, unless the context clearly indicates otherwise. Similarly, the term "and/or" as used in this application is meant to encompass any and all possible combinations of one or more of the associated listed. Furthermore, when used in this application, the terms "comprises," "comprising," and/or "includes," and variations thereof, mean that the stated features, integers, steps, operations, elements, and/or components are present, but that the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof is not precluded. Without further limitation, an element defined by the phrase "comprising one …" does not exclude the presence of other like elements in a process, method or apparatus comprising such elements. In this context, each embodiment may be described with emphasis on the differences from the other embodiments, and the same similar parts between the various embodiments may be referred to each other. For the methods, products, etc. disclosed in the embodiments, if they correspond to the method sections disclosed in the embodiments, the description of the method sections may be referred to for relevance.
Those of skill in the art will appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware, or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the solution. The skilled artisan may use different methods for each particular application to achieve the described functionality, but such implementation should not be considered to be beyond the scope of the embodiments of the present disclosure. It will be clearly understood by those skilled in the art that, for convenience and brevity of description, specific working procedures of the above-described systems, apparatuses and units may refer to corresponding procedures in the foregoing method embodiments, which are not repeated herein.
In the embodiments disclosed herein, the disclosed methods, articles of manufacture (including but not limited to devices, apparatuses, etc.) may be practiced in other ways. For example, the apparatus embodiments described above are merely illustrative, and for example, the division of the units may be merely a logical function division, and there may be additional divisions when actually implemented, for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not performed. In addition, the coupling or direct coupling or communication connection shown or discussed with each other may be through some interface, device or unit indirect coupling or communication connection, which may be in electrical, mechanical or other form. The units described as separate units may or may not be physically separate, and units shown as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units may be selected according to actual needs to implement the present embodiment. In addition, each functional unit in the embodiments of the present disclosure may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit.
The flowcharts and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). In some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. In the description corresponding to the flowcharts and block diagrams in the figures, operations or steps corresponding to different blocks may also occur in different orders than that disclosed in the description, and sometimes no specific order exists between different operations or steps. For example, two consecutive operations or steps may actually be performed substantially in parallel, they may sometimes be performed in reverse order, which may be dependent on the functions involved. Each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
Claims (6)
1. A method for advisor behavioral violation determination, comprising:
acquiring dialogue text data corresponding to the consultant behaviors;
determining consultation main body and notification information according to the dialogue text data;
matching prompt information corresponding to the consultation main body in a preset prompt information database; the prompt information database stores the corresponding relation between the consultation main body and the prompt information;
comparing the notification information with the prompt information to obtain a comparison result;
according to the comparison result, carrying out advisory behavior violation judgment;
the obtaining dialogue text data corresponding to the advisor behavior comprises the following steps: acquiring dialogue record data corresponding to the consultant behaviors; acquiring consultant voice data and customer voice data according to the dialogue recording data; performing voice recognition processing on the consultant voice data and the customer voice data to obtain consultant voice text data and customer voice text data, and determining the consultant voice text data and the customer voice text data as dialogue text data;
determining notification information according to the dialogue text data, including: determining a second keyword according to the advisor voice text data; determining the second keyword as notification information;
determining a second keyword from the advisor voice text data, comprising: word segmentation is carried out on the consultant voice text data to obtain a second word segmentation result; comparing the second word segmentation result with a second preset keyword, and determining the second word segmentation result meeting a second preset condition as the second keyword;
matching prompt information corresponding to the consultation main body in a preset prompt information database, wherein the method comprises the following steps: confirming customer identity information according to the customer voice data, determining a product main body range according to the customer identity information, and matching first prompt information corresponding to the consultation main body in a preset prompt information database under the condition that the consultation main body belongs to the product main body range; under the condition that the consultation main body does not belong to the range of the product main body, matching second prompt information corresponding to the consultation main body in a preset prompt information database, and taking the first prompt information and the second prompt information as prompt information; the first prompt information is product information corresponding to the consultation main body, and the second prompt information is early warning information.
2. The method of claim 1, wherein determining a counseling body from the dialog text data comprises:
determining a first keyword according to the dialogue text data;
matching the consultation subject corresponding to the first keyword in the prompt information database; and the prompt information database stores the corresponding relation between the first keyword and the consultation main body.
3. The method of claim 2, wherein determining a first keyword from the dialog text data comprises:
word segmentation is carried out on dialogue text data to obtain a first word segmentation result;
comparing the first word segmentation result with a first preset keyword, and determining the first word segmentation result meeting a first preset condition as the first keyword.
4. A method according to any one of claims 1 to 3, wherein the advisory violation determination is made from the comparison result, comprising:
judging the advisor behavior as no violation under the condition that the comparison result is that the notification information is consistent with the prompt information; and/or the number of the groups of groups,
and under the condition that the comparison result is that the notification information and the prompt information are inconsistent, judging the advisor behavior as illegal.
5. An apparatus for advisory behavior violation determination comprising a processor and a memory storing program instructions, wherein the processor is configured, upon execution of the program instructions, to perform the method for advisory behavior violation determination of any of claims 1-4.
6. An apparatus comprising the means for advisor behavior violation determination as in claim 5.
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