CN105933144A - Automatic intelligent quality testing method and system for callback record - Google Patents
Automatic intelligent quality testing method and system for callback record Download PDFInfo
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- CN105933144A CN105933144A CN201610227005.7A CN201610227005A CN105933144A CN 105933144 A CN105933144 A CN 105933144A CN 201610227005 A CN201610227005 A CN 201610227005A CN 105933144 A CN105933144 A CN 105933144A
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- 238000012372 quality testing Methods 0.000 title claims abstract description 16
- 238000007689 inspection Methods 0.000 claims description 114
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- 238000012545 processing Methods 0.000 claims description 7
- 241001672694 Citrus reticulata Species 0.000 claims description 6
- 238000012360 testing method Methods 0.000 abstract 10
- 238000005516 engineering process Methods 0.000 description 2
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/005—Language recognition
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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Abstract
The invention discloses an automatic intelligent quality testing method for a callback record. The method comprises the steps that a quality test system obtains audio data of the callback record of an APP user; the quality test system reads the audio data of the record, and implements phonetic and semantic identification on the audio data according to phonetic and semantic rules; the quality test system analyzes and processes the audio data of the record after phonetics and semantics identification, and a quality test result is obtained; and the quality test result is stored in a database of the automatic quality test system. The invention also provides the automatic intelligent quality testing method for the callback record. According to the method and system, the callback record of the APP user can be identified intelligently in the phonetic and semantic aspects according to customized quality test rules, the satisfaction degree of the user about the APP is determined automatically according to the phonetic and semantic identification result, there is not much manual participation in the quality test process, the quality test process is more automatic and intelligent, and the quality test efficiency of the APP is improved.
Description
Technical field
The present invention relates to mobile Internet field, particularly relate to automated intelligent quality inspection pay a return visit recording method and
System.
Background technology
Along with developing rapidly of development of Mobile Internet technology, people are increasingly using all kinds of mobile Internet
It is various that APP product meets the demand of oneself, such as social activity, shopping, music, video, stock market, game etc.
APP product.APP product often has substantial amounts of user, and therefore corresponding Internet enterprises is accomplished by time
Ground obtains the satisfaction to self APP product and the related advisory of APP user, in order to more preferably optimize APP
Product.Many Internet enterprises are all that the mode using and user carrying out paying a return visit recording obtains user to APP product
The evaluation of product, counts user's satisfaction to APP product from recording file, finally show that APP produces
The quality inspection result of product.
But existing APP user pays a return visit the dependence often of audio frequency quality inspection solution manually to be carried out recording file
Quality inspection, quality inspection efficiency is the lowest, and pays a return visit audio frequency for the APP user of dialect or foreign language and cannot be carried out quality inspection
How to pay a return visit numerous clients and carry out audio content quality inspection in recording data, audio frequency is paid a return visit in automated intelligent identification
Voice in file is semantic, remains a difficult problem.Therefore, how APP user is paid a return visit audio frequency quality inspection certainly
Dynamicization, intellectuality, improve quality inspection efficiency, and multilingual can carry out voice semanteme Intelligent Recognition,
Quickly show that quality inspection result is technical problem the most urgently to be resolved hurrily.
Summary of the invention
In view of above-mentioned condition, it is necessary to provide one overcome the problems referred to above or solve above-mentioned asking at least in part
The method and system of recording are paid a return visit in the automated intelligent quality inspection of topic.
The method of recording is paid a return visit in a kind of automated intelligent quality inspection, comprises the following steps:
Quality inspection system obtains the recorded audio data that APP user pays a return visit；
Quality inspection system reads described recorded audio data, and according to voice semantic rules, recording is carried out voice
Semantic Intelligent Recognition；
The recorded audio data that voice semantics recognition is complete are analyzed processing by quality inspection system, show that quality inspection is tied
Really；
Described quality inspection result is saved in the database of described quality inspection system.
Described automatic quality inspection system is provided with voice data and obtains interface, and described voice data obtains interface and automatically obtains
Take voice data time and the voice data classification of the recorded audio data that APP user pays a return visit.
Described voice data classification include China mandarin, place of china dialect, English, Japanese, Korean,
German, French.
Described voice semantic rules includes that word justice, negative word semanteme and neutral words are semantic certainly.
Described automated intelligent quality inspection is paid a return visit the method for recording and is farther included not to know described automatic quality inspection system
Not successfully recorded audio data turn by artificial quality inspection, and artificial quality inspection result is saved in described quality inspection system
Database in.
Recording system is paid a return visit in a kind of automated intelligent quality inspection, applies the method that recording is paid a return visit in above-mentioned automated intelligent quality inspection,
Including:
Voice data acquisition module, is suitable to pay a return visit system from trend APP user and initiates obtaining of recorded audio data
Take request；
Voice data, for digital-to-analogue block, is coupled with described voice data acquisition module, is suitable to receive described audio frequency
The request that data acquisition module sends, and return corresponding recorded audio data to described voice data acquisition mould
Block；
Voice semantics recognition module, is coupled with described voice data acquisition module, is suitable to automatically to read described
The recorded audio data that voice data acquisition module obtains, and according to voice semantic rules, to recorded audio
Data carry out voice semanteme Intelligent Recognition；
Voice data quality testing module, is coupled with described voice semantics recognition module, is suitable to process described voice
The recorded audio data that semantics recognition module identification is complete, draw the quality inspection result of APP software；
Quality inspection result memory module, is coupled with described voice data quality inspection processing module, is suitable to storage described
The quality inspection result of voice data quality testing module.
Described voice data acquisition module is initiated voice data acquisition request and is included asking voice data time and sound
Frequently data category.
The classification of described voice data include China mandarin, place of china dialect, English, Japanese, Korean,
German, French.
Voice semantic rules in described voice data quality testing module include certainly word justice, negative word semantic and
Neutral words is semantic.
Described automated intelligent quality inspection is paid a return visit recording system and is farther included artificial quality testing module, is suitable to institute's predicate
Sound semantics recognition module does not identify that successful recorded audio data carry out artificial quality inspection, and by artificial quality inspection
Result is saved in described quality inspection result memory module.
The automated intelligent quality inspection that the present invention proposes is paid a return visit the method and system of recording and can be advised according to self-defining quality inspection
The recording then paid a return visit APP user carries out voice semanteme Intelligent Recognition, and according to voice semantics recognition result from
Moving and judge client's satisfaction to APP product, quality check process manually participates in without too much, more automation,
Intellectuality, thus improve the quality inspection efficiency of APP.
Accompanying drawing explanation
Fig. 1 shows that the flow process of the method for recording is paid a return visit in automated intelligent quality inspection according to an embodiment of the invention
Figure；
Fig. 2 shows that connexus check system and return visit system carry out automatic intelligence according to an embodiment of the invention
Quality inspection can pay a return visit the flow chart recorded；
Fig. 3 shows that the structure of the return visit recording system of automated intelligent quality inspection according to an embodiment of the invention is shown
It is intended to.
Detailed description of the invention
For the ease of understanding the present invention, below with reference to relevant drawings, the present invention is described more fully.
Accompanying drawing gives the first-selected embodiment of the present invention.But, the present invention can come real in many different forms
Existing, however it is not limited to embodiment described herein.On the contrary, providing the purpose of these embodiments is to make this
Disclosure of the invention content is more thorough comprehensively.
Referring to Fig. 1, the method for recording is paid a return visit in the automated intelligent quality inspection of one embodiment of the invention, including following
Step:
Step S102, quality inspection system obtains the recorded audio data that APP user pays a return visit；
This quality inspection system is provided with voice data and obtains interface, and this voice data obtains interface and automatically obtains APP use
The voice data time of the recorded audio data that family is paid a return visit and voice data classification.
This voice data time includes year, month, day when APP user pays a return visit call and concrete time point.
This voice data obtains the voice data classification of APP user's return visit that interface obtains and includes that the Chinese language is with outer
Language, the Chinese language includes China's mandarin and place of china dialect, place of china dialect include Guangdong language, Sichuan words,
Northeast words, Fujian dialect etc., foreign language includes English, Japanese, Korean, German, French etc..
Step S104, quality inspection system reads described recorded audio data, and according to voice semantic rules to institute
State recorded audio data and carry out voice semanteme Intelligent Recognition；
This voice semantic rules includes certainly word justice, such as: good, fine, handy, favorable comment, satisfaction etc.；
Negative word is semantic, such as: bad, the most bad, difficult with, differ from and comment, be unsatisfied with；Neutral words is semantic, such as:
Typically, also gather live, in comment.This voice semantic rules is also supported various voice semantemes are extended and are repaiied
Change, continue to optimize the identification that APP user is paid a return visit recording.
Step S106, the recorded audio data that voice semantics recognition is complete are analyzed processing by quality inspection system,
Draw quality inspection result；
The voice semantic results that this quality inspection system goes out according to step S104 Intelligent Recognition, adopted, no to word certainly
Determine word justice and neutral words semanteme is summarized analysis, finally draw the quality inspection result of this APP, as according to language
Sound semantic results show that the quality inspection result of this APP is excellent good or poor.
S108, is saved in described quality inspection result in the database of described quality inspection system.
The automated intelligent quality inspection of one embodiment of the invention pay a return visit the method for recording farther include to described automatically
Quality inspection system does not identify successful recorded audio data, and as user pronunciation is unintelligible, system None-identified should
The return visit recorded audio data of user, turn and are carried out artificial quality inspection by recording quality inspection personnel, and artificial quality inspection tied
Fruit is saved in database.
Combine automatic quality inspection system below by a specific embodiment and return visit system be discussed in detail the present invention from
What dynamic intelligence quality inspection return visit was recorded realizes process.In this embodiment, this return visit system is previously stored with APP
The return visit voice data of user.Specifically refer to Fig. 2, Fig. 2 show according to one embodiment of the invention combination
Quality inspection system and return visit system carry out automated intelligent quality inspection and pay a return visit the flow chart of recording, and the method at least includes step
Rapid S202 is to step S212.
Step S202, quality inspection system sends to the system of return visit and obtains the request paying a return visit voice data；
Step S204, system of paying a return visit receives quality inspection system and obtains the request paying a return visit voice data；
Step S206, system of paying a return visit returns pays a return visit voice data to quality inspection system；
Step S208, quality inspection system receives the return visit voice data that return visit system returns；
Step S210, quality inspection system carries out voice semanteme intelligence according to voice semantic rules to paying a return visit voice data
Identifying processing, completes automatic quality inspection；
Step S212, voice semanteme Intelligent Recognition result is processed, returns None-identified by quality inspection system
Visit audio conversion and carried out artificial quality inspection by quality inspection personnel.
Based on same inventive concept, embodiments of the invention additionally provide a kind of automated intelligent quality inspection and pay a return visit recording
System, applies the method that recording is paid a return visit in above-mentioned automated intelligent quality inspection.
Referring to Fig. 3, this automated intelligent quality inspection is paid a return visit recording system and is included:
Voice data acquisition module 10, is suitable to pay a return visit system from trend APP user and initiates recorded audio data
Obtain request, request carries voice data time and voice data classification.This voice data time includes
Year, month, day when APP user pays a return visit call and concrete time point；This voice data classification includes China
Words and foreign language, the Chinese language includes China's mandarin and place of china dialect, place of china dialect include Guangdong language,
Sichuan words, northeast words, Fujian dialect etc., foreign language includes English, Japanese, Korean, German, French etc.；
Voice data, for digital-to-analogue block 20, is coupled with voice data acquisition module 10, is suitable to receive voice data
The request that acquisition module 10 sends, and return corresponding recorded audio data to voice data acquisition module 10；
Voice semantics recognition module 30, is coupled with voice data acquisition module 10, is suitable to automatically read audio frequency
The recorded audio data that data acquisition module 10 obtains, and according to voice semantic rules, to recorded audio number
According to carrying out voice semanteme Intelligent Recognition, this voice semantic rules includes word justice certainly, such as: good, fine,
Handy, favorable comment, satisfaction etc.；Negative word is semantic, such as: bad, the most bad, difficult comment by, difference, is discontented with
Meaning etc.；Neutral words is semantic, as:, also gather live, in comment.This voice semantic rules is also supported respectively
Plant voice semanteme be extended and revise, continue to optimize the identification that APP user is paid a return visit recording；
Voice data quality testing module 40, is coupled with sound voice semantics recognition module 30, is suitable to process voice language
Justice identification module 30 identifies complete recorded audio data, draws the quality inspection result of APP software, this audio frequency number
According to quality testing module 40 according to processing the voice semantic results that voice semantics recognition module 30 identifies, to certainly
Analysis that word is adopted, negative word is semantic and neutral words semanteme is summarized, finally draws the quality inspection result of this APP,
As drawn according to voice semantic results, the quality inspection result of this APP is excellent good or poor；
Quality inspection result memory module 50, is coupled with voice data quality testing module 40, is suitable to store voice data
The quality inspection result of quality testing module 40.
Please continue to refer to Fig. 3, this automated intelligent quality inspection is paid a return visit recording system and is farther included artificial quality testing module
60, be suitable to voice semantics recognition module 30 not being identified, successful recorded audio data carry out artificial quality inspection,
And the result of artificial quality inspection is saved in quality inspection result memory module 50.
The automated intelligent quality inspection that the present invention proposes is paid a return visit the method and system of recording and can be advised according to self-defining quality inspection
The recording then paid a return visit APP user carries out voice semanteme Intelligent Recognition, and according to voice semantics recognition result from
Moving and judge client's satisfaction to APP product, quality check process manually participates in without too much, more automation,
Intellectuality, thus improve the quality inspection efficiency of APP.
Embodiment described above only have expressed the several embodiments of the present invention, and it describes more concrete and detailed,
But therefore can not be interpreted as the restriction to the scope of the claims of the present invention.It should be pointed out that, for this area
Those of ordinary skill for, without departing from the inventive concept of the premise, it is also possible to make some deformation and
Improving, these broadly fall into protection scope of the present invention.Therefore, the protection domain of patent of the present invention should be with appended
Claim is as the criterion.
Claims (10)
1. the method that recording is paid a return visit in an automated intelligent quality inspection, it is characterised in that comprise the following steps:
Quality inspection system obtains the recorded audio data that APP user pays a return visit；
Quality inspection system reads described recorded audio data, and according to voice semantic rules to described recorded audio
Data carry out voice semanteme Intelligent Recognition；
The recorded audio data that voice semantics recognition is complete are analyzed processing by quality inspection system, show that quality inspection is tied
Really；
Described quality inspection result is saved in the database of described quality inspection system.
The method of recording is paid a return visit in automated intelligent quality inspection the most according to claim 1, it is characterised in that institute
Stating quality inspection system and be provided with voice data acquisition interface, described voice data obtains interface and automatically obtains APP user
Pay a return visit voice data time and the voice data classification of recorded audio data.
The method of recording is paid a return visit in automated intelligent quality inspection the most according to claim 2, it is characterised in that institute
State voice data classification include China mandarin, place of china dialect, English, Japanese, Korean, German,
French.
The method of recording is paid a return visit in automated intelligent quality inspection the most according to claim 1, it is characterised in that institute
Predicate sound semantic rules includes that word justice, negative word semanteme and neutral words are semantic certainly.
The method of recording is paid a return visit in automated intelligent quality inspection the most according to claim 1, it is characterised in that enter
One step includes described automatic quality inspection system not being identified, successful recorded audio data turn by artificial quality inspection, and
Artificial quality inspection result is saved in the database of described quality inspection system.
6. recording system is paid a return visit in an automated intelligent quality inspection, it is characterised in that application is as claimed in claim 1
Automated intelligent quality inspection pay a return visit recording method, including:
Voice data acquisition module, is suitable to pay a return visit system from trend APP user and initiates obtaining of recorded audio data
Take request；
Voice data, for digital-to-analogue block, is coupled with described voice data acquisition module, is suitable to receive described audio frequency
The request that data acquisition module sends, and return corresponding recorded audio data to described voice data acquisition mould
Block；
Voice semantics recognition module, is coupled with described voice data acquisition module, is suitable to automatically to read described
The recorded audio data that voice data acquisition module obtains, and according to voice semantic rules, to recorded audio
Data carry out voice semanteme Intelligent Recognition；
Voice data quality testing module, is coupled with described voice semantics recognition module, is suitable to process described voice
The recorded audio data that semantics recognition module identification is complete, draw the quality inspection result of APP software；
Quality inspection result memory module, is coupled with described voice data quality inspection processing module, is suitable to storage described
The quality inspection result of voice data quality testing module.
Recording system is paid a return visit in automated intelligent quality inspection the most according to claim 6, it is characterised in that described
Voice data acquisition module is initiated voice data acquisition request and is included asking voice data time and voice data class
Not.
Recording system is paid a return visit in automated intelligent quality inspection the most according to claim 7, it is characterised in that described
Voice data classification includes China mandarin, place of china dialect, English, Japanese, Korean, German, method
Language.
Recording system is paid a return visit in automated intelligent quality inspection the most according to claim 6, it is characterised in that described
Voice semantic rules in voice data quality testing module includes that word is adopted, negative word is semantic certainly and neutral word
Justice.
Recording system is paid a return visit in automated intelligent quality inspection the most according to claim 6, it is characterised in that enter
One step includes artificial quality testing module, is suitable to described voice semantics recognition module is not identified sound of successfully recording
Frequency is according to carrying out artificial quality inspection, and the result of artificial quality inspection is saved in described quality inspection result memory module.
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Cited By (4)
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| CN107333014A (en) * | 2017-06-29 | 2017-11-07 | 上海澄美信息服务有限公司 | A kind of intelligence recording quality inspection system |
| CN109961778A (en) * | 2017-12-26 | 2019-07-02 | 南昌弘为企业管理有限公司 | The method and system of audio data intelligence quality inspection |
| CN111597818A (en) * | 2020-04-09 | 2020-08-28 | 深圳追一科技有限公司 | Call quality inspection method, call quality inspection device, computer equipment and computer readable storage medium |
| CN115221340A (en) * | 2021-12-23 | 2022-10-21 | 飞虎互动科技(北京)有限公司 | Audio and video session quality inspection method and device |
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Application publication date: 20160907 |