CN101662780A - Method and system for automatically detecting customer service voices - Google Patents
Method and system for automatically detecting customer service voices Download PDFInfo
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- CN101662780A CN101662780A CN200810146891A CN200810146891A CN101662780A CN 101662780 A CN101662780 A CN 101662780A CN 200810146891 A CN200810146891 A CN 200810146891A CN 200810146891 A CN200810146891 A CN 200810146891A CN 101662780 A CN101662780 A CN 101662780A
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Abstract
The invention discloses a method for automatically detecting customer service voices, which comprises the following steps of: generating a test script according to a preset test task; detecting a detected customer service center according to the test script; and processing a detection result. The invention also discloses a system for automatically detecting the customer service voices. By automatically detecting the voices of the customer service center, the method and the system of the invention obtain the current working condition of the customer service center for servicers to manage, thereby realizing automatization, batch and customization of the detecting process of the customer service center and reducing the error probability of the detection and the labor cost.
Description
Technical field
The present invention relates to a kind of mobile communication operators technology, relate in particular to a kind of customer service voices automatic testing method and detection system.
Background technology
In the prior art, detect customer service system voice ruuning situation and adopt manual simulation terminal use incoming call voice system, manually listen to the mode of broadcast voice information and artificial judgment system operation situation.Testing personnel routine test user number, simulate outside incoming call shortcode (as, 10086 etc.), and enter corresponding subservice (as telephone expenses inquiries, business consultation), listen to the corresponding voice of playing of customer service system institute, to determine running situation.Such mode has following defective:
Mistakes and omissions appear in, manual operations easily;
Two, increase human cost, and the tester is had relatively high expectations;
Three, lack the third party's instrument that possesses public credibility system operation situation is detected, running situation is judged.
Therefore, provide a kind of method and system of automatic detection customer service system work ruuning situation to become present stage and be badly in need of the technical problem that solves.
Summary of the invention
The objective of the invention is to make mistakes, lack public credibility and defect of high cost easily, a kind of customer service voices automatic testing method and detection system of automatic detection customer service voices ruuning situation is provided at manual detection customer service voices mode in the prior art.
This customer service voices automatic testing method comprises: generate test script according to default test assignment; According to test script detected customer service center is detected; Testing result is handled.
This customer service voices automatic checkout system comprises: configuration module, be used for the test service flow process being set according to detected customer service center, and generate test script; Detection module is used for according to described test script detected customer service center being detected, and obtains testing result; Processing module is used for described testing result is handled.
Customer service voices automatic testing method of the present invention and detection system detect by automatic voice to client service center, obtain the present behavior of client service center, manage for the business personnel.The present invention detects system operation situation by the third party's instrument that possesses public credibility is provided, running situation is judged, feasible testing process to client service center realizes automation, mass and customizable, and has reduced the error probability and the cost of labor that detect.
Description of drawings
Fig. 1 is the structure chart of customer service voices automatic checkout system of the present invention;
Fig. 2 is the structure chart of customer service voices automatic checkout system detection module of the present invention;
Fig. 3 is the structure chart of customer service voices automatic checkout system analysis module of the present invention;
Fig. 4 is the another kind of structure chart of customer service voices automatic checkout system analysis module of the present invention;
Fig. 5 is the structure chart of customer service voices automatic checkout system processing module of the present invention;
Fig. 6 is the flow chart of customer service voices automatic testing method of the present invention;
Fig. 7 is the particular flow sheet of customer service voices automatic testing method step 24 of the present invention and step 26;
Fig. 8 is the particular flow sheet of the customer service voices automatic testing method of the embodiment of the invention.
Embodiment
The present invention is described in detail below in conjunction with accompanying drawing.
As shown in Figure 1, customer service voices automatic checkout system of the present invention comprises: configuration module 12, according to detected customer service center, the test service flow process is set, and generate test script 80; Detection module 14 detects according to 80 pairs of detected customer service center of test script, obtains testing result 90; Processing module 16 generates notification message and testing result is write database according to testing result 90.
As shown in Figure 2, detection module 14 specifically comprises: script parsing module 142 resolves to testing process to the test script 80 that receives; Business-driven module 144 connects detected customer service center, carries out service selection according to testing process; Voice acquisition module 146, and obtain the voice messaging of client service center; Analysis module 148 is analyzed the voice messaging that obtains, and draws testing result 90.
As shown in Figure 3, analysis module 148 comprises memory module 1482, the speech samples that storage is used to analyze; Contrast module 1484 is used for the voice messaging and the speech samples contrast of will obtain.
As shown in Figure 4, analysis module 148 also comprises: text conversion module 1486, the voice messaging that is used for obtaining is converted to text message.Also store the samples of text that is used to analyze in the memory module 1482; Contrast module 1484 compares text message and samples of text.
As shown in Figure 5, processing module 16 specifically comprises: judge module 162, message generating module 164 and database 166.Judge module 162 judges whether the voice messaging of detected customer service center in the testing result is correct, if correct, then this testing result directly is sent to database 166; If mistake then is sent to testing result message generating module 164.Message generating module 164 generates abnormal prompt, notifying administrative staff, and testing result is sent to database 166.Database 166, the storage testing result is so that administrative staff inquire about and manage testing result.
As shown in Figure 6, customer service voices automatic testing method of the present invention may further comprise the steps:
Wherein, the test script that step 22 generates specific as follows is example to detect customer service system mobile phone ownership place inquiry business, and mobile phone ownership place querying flow is: 1, enter customer service system service (10086); 2, speech selection: mandarin services selection 1; 3 service selection: service inquiry selects 1; 4, subservice is selected: the inquiry of mobile phone ownership place selects 1.The then corresponding test script that generates is: 10086 → 1 → 1 → 1.
Step 2402 connects detected customer service center;
Step 2404 is carried out service selection according to the voice suggestion and the test script of client service center;
Step 2406, the voice messaging of record client service center for example adopts the mode of recording;
Step 2408, analyzing speech information compares voice messaging and the sample that writes down.
Wherein, in step 2404, at first to resolve, for example, obtain concrete service inquiry flow process according to test script 10086 → 1 → 1 → 1 to test script.The inverse process that test script generates that resolves to test script does not repeat them here.
In the step 2406, not only can adopt the mode of recording, the voice messaging that receives can also be converted to text message and preserve, in step 2408, text message and the sample of preserving be compared.
Step 2602 judges whether the voice messaging of record is correct, if voice messaging is incorrect, then carry out step 2604, if correct, carry out step 2606;
Step 2604, carry out abnormality processing after, carry out step 2606;
Step 2606 writes database with testing result.
Wherein, the abnormality processing in the step 2604 comprises: set up the misdata tabulation or generate notification message or the like.By testing result is handled accordingly, make the attendant to safeguard client service center's error running situation in time.
Be example still below, detection method of the present invention is elaborated to detect customer service system mobile phone ownership place inquiry business.According to test script 10086 → 1 → 1 → 1, detect customer service system mobile phone ownership place inquiry business, as shown in Figure 8, the concrete operations step is as follows:
Customer service voices automatic testing method of the present invention and detection system, detect by automatic voice detected customer service center, obtain the present behavior of detected customer service center, change the loaded down with trivial details of attendant's periodic manual test, reduce the mistakes and omissions that artificial link is brought, and reduced the cost of labor that detects.The invention provides the third party's instrument that possesses public credibility system operation situation is detected, make testing process realize automation, mass and customizable.
It should be noted that: above embodiment is only unrestricted in order to explanation the present invention, and the present invention also is not limited in above-mentioned giving an example, and all do not break away from the technical scheme and the improvement thereof of the spirit and scope of the present invention, and it all should be encompassed in the claim scope of the present invention.
Claims (13)
1, a kind of customer service voices automatic testing method is characterized in that, comprising:
Generate test script according to default test assignment;
According to described test script detected customer service center is detected;
Testing result is handled.
2, customer service voices automatic testing method according to claim 1 is characterized in that, described detected customer service center the detection specifically according to described test script comprises:
Connect described detected customer service center;
Voice suggestion and described test script according to described detected customer service center carry out service selection;
Write down the voice messaging of the corresponding selected business of described detected customer service center;
Described voice messaging to record is analyzed.
3, customer service voices automatic testing method according to claim 2 is characterized in that, described described voice messaging analysis to record is specially: the described voice messaging that will write down compares with the sample that prestores, and obtains testing result.
4, customer service voices automatic testing method according to claim 2 is characterized in that, also comprises after the operation of the voice messaging of the described detected customer service center of described record: described voice messaging is converted to text message.
5, customer service voices automatic testing method according to claim 4, it is characterized in that, described described voice messaging to record is analyzed specifically and is comprised: described text message and the sample that prestores are compared, whether the voice messaging of analyzing described text message correspondence is correct, obtains testing result.
6, according to any described customer service voices automatic testing method in the claim 1 to 5, it is characterized in that described processing testing result specifically comprises:
When the voice messaging mistake in the described testing result, carry out abnormality processing, and store described testing result into database;
When the voice messaging in the described testing result is correct, directly store described testing result into described database.
7, customer service voices automatic testing method according to claim 6 is characterized in that, described abnormality processing comprises, sets up the misdata tabulation and/or generates notification message.
8, a kind of customer service voices automatic checkout system is characterized in that, comprises
Configuration module is used for according to detected customer service center the test service flow process being set, and generates test script;
Detection module is used for according to described test script detected customer service center being detected, and obtains testing result;
Processing module is used for described testing result is handled.
9, customer service voices automatic checkout system according to claim 8 is characterized in that, described detection module comprises:
The script parsing module is used for described test script is resolved to testing process;
The business-driven module is used to connect described detected customer service center, carries out service selection according to described testing process;
The voice acquisition module is used to obtain the voice messaging of the corresponding selected business of described detected customer service center;
Analysis module, the described voice messaging that is used for obtaining is analyzed with default sample, draws testing result.
10, customer service voices automatic checkout system according to claim 9 is characterized in that, described analysis module comprises:
Memory module is used for the speech samples of inventory analysis;
The contrast module is used for the described voice messaging and the contrast of described speech samples of will obtain.
11, customer service voices automatic checkout system according to claim 10 is characterized in that, described analysis module also comprises:
Text conversion module, the described voice messaging that is used for obtaining is converted to text message; Also store the samples of text that is used to analyze in the described memory module; Described contrast module compares described text message and described samples of text.
12, any described customer service voices automatic checkout system in 11 according to Claim 8 is characterized in that described processing module specifically comprises: judge module, message generating module and database, wherein:
Judge module is used for judging whether the voice messaging of described testing result detected customer service center is correct, when the voice messaging mistake in the described testing result, testing result is sent to message generating module; When the voice messaging in the described testing result is correct, directly store described testing result into described database.
Described message generating module is used for generating abnormal prompt according to the voice messaging of described mistake, and described testing result is sent to described database;
Described database is used to store testing result.
13, customer service voices automatic checkout system according to claim 12 is characterized in that, the data list of the described garbled voice information of storage in the described database.
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| Application Number | Priority Date | Filing Date | Title |
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| CN200810146891A CN101662780A (en) | 2008-08-27 | 2008-08-27 | Method and system for automatically detecting customer service voices |
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| CN200810146891A CN101662780A (en) | 2008-08-27 | 2008-08-27 | Method and system for automatically detecting customer service voices |
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Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103856642A (en) * | 2014-01-22 | 2014-06-11 | 中国移动（深圳）有限公司 | Detection method and system |
| CN105472177A (en) * | 2015-12-10 | 2016-04-06 | 上海携程商务有限公司 | Pressure testing method for call center |
| CN108055416A (en) * | 2017-12-30 | 2018-05-18 | 深圳市潮流网络技术有限公司 | A kind of IVR automated testing methods of VoIP voices |
| CN109587349A (en) * | 2018-11-14 | 2019-04-05 | 平安科技（深圳）有限公司 | Multimedia is attended a banquet line testing process and device, electronic equipment, storage medium |
| CN109587351A (en) * | 2019-01-23 | 2019-04-05 | 北京三快在线科技有限公司 | A kind of call test method, device, equipment and storage medium |
| CN109618064A (en) * | 2018-12-26 | 2019-04-12 | 合肥凯捷技术有限公司 | A kind of artificial customer service voices quality inspection system |
| CN111883115A (en) * | 2020-06-17 | 2020-11-03 | 马上消费金融股份有限公司 | Voice flow quality inspection method and device |
-
2008
- 2008-08-27 CN CN200810146891A patent/CN101662780A/en active Pending
Cited By (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103856642A (en) * | 2014-01-22 | 2014-06-11 | 中国移动（深圳）有限公司 | Detection method and system |
| CN103856642B (en) * | 2014-01-22 | 2016-08-17 | 中国移动（深圳）有限公司 | A kind of detection method and system |
| CN105472177A (en) * | 2015-12-10 | 2016-04-06 | 上海携程商务有限公司 | Pressure testing method for call center |
| CN105472177B (en) * | 2015-12-10 | 2018-05-04 | 上海携程商务有限公司 | The method for testing pressure of call center |
| CN108055416A (en) * | 2017-12-30 | 2018-05-18 | 深圳市潮流网络技术有限公司 | A kind of IVR automated testing methods of VoIP voices |
| CN109587349A (en) * | 2018-11-14 | 2019-04-05 | 平安科技（深圳）有限公司 | Multimedia is attended a banquet line testing process and device, electronic equipment, storage medium |
| CN109587349B (en) * | 2018-11-14 | 2022-02-01 | 平安科技（深圳）有限公司 | Multimedia agent line testing method and device, electronic equipment and storage medium |
| CN109618064A (en) * | 2018-12-26 | 2019-04-12 | 合肥凯捷技术有限公司 | A kind of artificial customer service voices quality inspection system |
| CN109587351A (en) * | 2019-01-23 | 2019-04-05 | 北京三快在线科技有限公司 | A kind of call test method, device, equipment and storage medium |
| CN111883115A (en) * | 2020-06-17 | 2020-11-03 | 马上消费金融股份有限公司 | Voice flow quality inspection method and device |
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Application publication date: 20100303 |