CN107093431A - A kind of method and device that quality inspection is carried out to service quality - Google Patents
A kind of method and device that quality inspection is carried out to service quality Download PDFInfo
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- CN107093431A CN107093431A CN201610089993.3A CN201610089993A CN107093431A CN 107093431 A CN107093431 A CN 107093431A CN 201610089993 A CN201610089993 A CN 201610089993A CN 107093431 A CN107093431 A CN 107093431A
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
- G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
Abstract
The invention discloses a kind of method that quality inspection is carried out to service quality, methods described includes：Obtain audio file to be detected；Quality inspection fragment is treated in interception speech text corresponding with the audio file；Treat that quality inspection fragment is contrasted with the keyword in presetting database by what is intercepted；Service quality is judged based on comparing result, quality inspection result is generated.The present invention further simultaneously discloses a kind of device that quality inspection is carried out to service quality.Using technical solution of the present invention, differentiation and the unification of artificial quality inspection, the service quality of energy automatic Evaluation contact staff are compensate for, and evaluation result is more accurate, more reliable.
Description
Technical field
The present invention relates to business support technical field, more particularly to a kind of method that quality inspection is carried out to service quality
And device.
Background technology
At present, artificial quality inspection mode is usually taken in the service quality inspection to contact staff, by the recording of contact staff
Random sampling detection is carried out, but there is following a few point defects in artificial quality inspection mode：
First, artificial quality inspection sampling fraction degree existing defects：With the fast development of mobile service, the day of portfolio
Benefit increase, causes the increase of quality inspection personnel breach, and sampling fraction degree can be greatly reduced；
2nd, artificial quality inspection completes speed in the presence of limitation system：The professional skill of each quality inspection personnel is different, exists
Complete often logical quality inspection recording progress inconsistent, quality inspection hysteresis quality；
3rd, there is artificial error in judgement in artificial quality inspection：In artificial quality check process, service marking is the most intractable,
The yardstick of each quality inspection personnel is different, can there are problems that artificial error in judgement unavoidably.
4th, artificial quality inspection result can not classification analysis：Existing quality inspection object information is more single, it is impossible to divide
Class collects or done classification alternate analysis, can not also carry out the analysis of most basic reason.
Therefore, a kind of intelligent quality detecting method how is provided as urgent problem to be solved.
The content of the invention
In view of this, present invention contemplates that providing a kind of method and device that quality inspection is carried out to service quality, make up
The differentiation of artificial quality inspection and unification, can automatic Evaluation service quality, and evaluation result is more accurate, more
Reliably.
To reach above-mentioned purpose, the technical proposal of the invention is realized in this way：
The invention discloses a kind of method that quality inspection is carried out to service quality, methods described includes：
Obtain audio file to be detected；
Quality inspection fragment is treated in interception speech text corresponding with the audio file；
Treat that quality inspection fragment is contrasted with the keyword in presetting database by what is intercepted；
Service quality is judged based on comparing result, quality inspection result is generated.
In such scheme, it is preferable that treat matter in corresponding with the audio file speech text of the interception
Fragment is examined, including：
Intercept N number of audio fragment of the audio file；Wherein, N is positive integer；
N number of audio fragment is respectively converted into N number of speech text；
N number of speech text is defined as treating quality inspection fragment；
Or
The audio file is converted into speech text；
Intercept M fragment in the speech text；Wherein, M is positive integer；
The M fragment is defined as treating quality inspection fragment.
In such scheme, it is preferable that described to judge service quality based on comparing result, including：
If comparing result is to treat to include one or more of presetting database key in quality inspection fragment described
Word,
The one or more keywords included are analyzed, the one or more keywords included are judged
Whether belong to service and prohibit language；
If it is, automatically generating first service appraisal result；Wherein, the first service appraisal result is included
Service alert information；If not, judge whether not make within come the Q seconds times after electrically connecting response and
/ or whether before hanging up calling end term is not said, if so, second service appraisal result is automatically generated, wherein,
The second service appraisal result includes service prompts information, if it is not, the 3rd service appraisal result is automatically generated,
Wherein, the 3rd service appraisal result includes service scoring situation；
If comparing result be it is described treat not including presetting database in quality inspection fragment in any keyword,
Attitude to contact staff carries out automatic scoring；
Meanwhile, quality inspection personnel will be distributed to the audio file for treating that quality inspection fragment is related, with by the matter
Inspection personnel score the professional ability of contact staff.
In such scheme, it is preferable that the attitude to contact staff carries out automatic scoring, including：
The vocal print of contact staff is identified to the audio file for treating that quality inspection fragment is related；
Vocal print based on contact staff carries out automatic discrimination to the voice, intonation and linguistic context of contact staff, and raw
Into attitude item rating result.
In such scheme, it is preferable that described to judge service quality based on comparing result, generation quality inspection result it
Afterwards, methods described also includes：
Big data analysis is carried out to each quality inspection result；
Keyword in presetting database is optimized based on analysis result and intercepted corresponding with the audio file
Speech text in the algorithm for treating quality inspection fragment.
The invention also discloses a kind of device that quality inspection is carried out to service quality, described device includes：
Acquiring unit, the audio file to be detected for obtaining；
Interception unit, quality inspection fragment is treated for intercepting in speech text corresponding with the audio file；
Comparing unit, for treating that quality inspection fragment is contrasted with the keyword in presetting database by what is intercepted；
Processing unit, for judging service quality based on comparing result, generates quality inspection result.
In such scheme, it is preferable that the interception unit, it is additionally operable to：
Intercept N number of audio fragment of the audio file；Wherein, N is positive integer；
N number of audio fragment is respectively converted into N number of speech text；
N number of speech text is defined as treating quality inspection fragment；
Or
The audio file is converted into speech text；
Intercept M fragment in the speech text；Wherein, M is positive integer；
The M fragment is defined as treating quality inspection fragment.
In such scheme, it is preferable that the processing unit, including：
First processing subelement, is used for：
If comparing result is to treat to include one or more of presetting database key in quality inspection fragment described
Word,
The one or more keywords included are analyzed, the one or more keywords included are judged
Whether belong to service and prohibit language；
If it is, automatically generating first service appraisal result；Wherein, the first service appraisal result is included
Service alert information；If not, judge whether not make within come the Q seconds times after electrically connecting response and
/ or whether before hanging up calling end term is not said, if so, second service appraisal result is automatically generated, wherein,
The second service appraisal result includes service prompts information, if it is not, the 3rd service appraisal result is automatically generated,
Wherein, the 3rd service appraisal result includes service scoring situation；
Second processing subelement, is used for：
If comparing result be it is described treat not including presetting database in quality inspection fragment in any keyword,
Attitude to contact staff carries out automatic scoring；
Meanwhile, quality inspection personnel will be distributed to the audio file for treating that quality inspection fragment is related, with by the matter
Inspection personnel score the professional ability of contact staff.
In such scheme, it is preferable that the second processing subelement, it is additionally operable to：
The vocal print of contact staff is identified to the audio file for treating that quality inspection fragment is related；
Vocal print based on contact staff carries out automatic discrimination to the voice, intonation and linguistic context of contact staff, and raw
Into attitude item rating result.
In such scheme, it is preferable that described device also includes：
Optimize unit, be used for：
Big data analysis is carried out to each quality inspection result；
Keyword in presetting database is optimized based on analysis result and intercepted corresponding with the audio file
Speech text in the algorithm for treating quality inspection fragment.
The method and device provided by the present invention that quality inspection is carried out to service quality, obtains audio text to be detected
Part；Quality inspection fragment is treated in interception speech text corresponding with the audio file；Quality inspection is treated by what is intercepted
Fragment is contrasted with the keyword in presetting database；Service quality is judged based on comparing result, matter is generated
Examine result.In this way, technical scheme of the present invention can overcome the disadvantages that differentiation and the unification of artificial quality inspection, energy
The service quality of automatic Evaluation contact staff, and evaluation result is more accurate, more reliable, realizes to contact staff
The high efficiency of service quality evaluation, intellectuality, standardization.
Brief description of the drawings
Fig. 1 is the implementation process figure of the method provided in an embodiment of the present invention that quality inspection is carried out to service quality；
Fig. 2 is a kind of implementation process schematic diagram provided in an embodiment of the present invention that quality inspection is carried out to recording file；
Fig. 3 is the composition structural representation of the device provided in an embodiment of the present invention that quality inspection is carried out to service quality
Figure.
Embodiment
In order to more fully hereinafter understand the features of the present invention and technology contents, below in conjunction with the accompanying drawings to this hair
Bright realization is described in detail, appended accompanying drawing purposes of discussion only for reference, not for limiting the present invention.
Fig. 1 is the implementation process figure of the method provided in an embodiment of the present invention that quality inspection is carried out to service quality, such as
Shown in Fig. 1, methods described is mainly included the following steps that：
Step 101：Obtain audio file to be detected.
Here, the audio file can be offline or online audio file；It can also be real-time generation
Audio file.
Before step 101 is performed, in addition to：
Step 100：Recorded for customer service voices service.
Can be directed to each contact staff's sparate sound recording and handle or all in this step 100
Aggregation process after the unified recording of contact staff.
, can be by including the extractions of following dimensions when extracting audio file to be detected in practical application
Rule is extracted, for example, decimation rule can be the grade for including contact staff, the number of times serviced, clothes
The dimensions such as business history evaluation, the type of service.
Step 102：Quality inspection fragment is treated in interception speech text corresponding with the audio file.
Here, it is necessary to which explanation, what is intercepted treats that quality inspection fragment can be the whole language of the audio file
Sound text or part of speech text.
In order to save data volume and volume of transmitted data, when particularly customer service is very huge, speech text data are too
It is many, even if overabundance of data may also be caused because of single customer service overlong time by extracting.And generally evaluate customer service
Quality is mainly a period of time being just switched on, or i.e. by a period of time of on-hook.Therefore, cut by text
Take one section of text that technique intercepts start and the one section of text terminated.
In an embodiment, matter is treated in corresponding with the audio file speech text of the interception
Fragment is examined, can be included：
Intercept N number of audio fragment of the audio file；Wherein, N is positive integer；
N number of audio fragment is respectively converted into N number of speech text；
N number of speech text is defined as treating quality inspection fragment.
That is, fragment interception is carried out when choosing audio file, for example, only intercepting beginning and end
Audio fragment, and this two section audios file is subjected to voice conversion, generate speech text.
In another embodiment, treating in corresponding with the audio file speech text of the interception
Quality inspection fragment, can include：
The audio file is converted into speech text；
Intercept M fragment in the speech text；Wherein, M is positive integer；
The M fragment is defined as treating quality inspection fragment.
That is, all the elements in audio file first are converted into speech text, then from the text after conversion
This progress intercepts beginning and end fragment.
Both embodiments respectively have advantage and disadvantage, and the first can increase the complexity of voice conversion, the
Although simpler in two, voice recording data volume can be made larger.
Step 103：Treat that quality inspection fragment is contrasted with the keyword in presetting database by what is intercepted
Preferably, in the present embodiment, also need to be pre-configured with presetting database；Wherein, the presetting database
In include multiple keywords.
Certainly, presetting database can be enriched and improve constantly by self-learning algorithm, with preferably for score
Called during analysis.
Step 104：Service quality is judged based on comparing result, quality inspection result is generated.
It is described that service quality is judged based on comparing result in an embodiment, including：
If comparing result is to treat to include one or more of presetting database key in quality inspection fragment described
Word,
The one or more keywords included are analyzed, the one or more keywords included are judged
Whether belong to service and prohibit language；
If it is, automatically generating first service appraisal result；Wherein, the first service appraisal result is included
Service alert information；If not, judge whether not make within come the Q seconds times after electrically connecting response and
/ or whether before hanging up calling end term is not said, if so, second service appraisal result is automatically generated, wherein,
The second service appraisal result includes service prompts information, if it is not, the 3rd service appraisal result is automatically generated,
Wherein, the 3rd service appraisal result includes service scoring situation.
If that is, detecting contact staff when carrying out customer service, prohibiting language using service, then,
System will send service alert information, to remind contact staff to occur in that mistake when carrying out customer service.
If contact staff does not make response or contact staff before hanging up calling in the Q seconds after connecting incoming call
Terminate term as defined in not saying, then, system will send service reminder information, to remind contact staff entering
These aspects are should be noted during row customer service.
It is described that service quality is judged based on comparing result in another embodiment, it can include：
If comparing result be it is described treat not including presetting database in quality inspection fragment in any keyword,
Attitude to contact staff carries out automatic scoring；
Meanwhile, quality inspection personnel will be distributed to the audio file for treating that quality inspection fragment is related, with by the matter
Inspection personnel score the professional ability of contact staff.
In such scheme, it is preferable that the attitude to contact staff carries out automatic scoring, including：
The vocal print of contact staff is identified to the audio file for treating that quality inspection fragment is related；
Vocal print based on contact staff carries out automatic discrimination to the voice, intonation and linguistic context of contact staff, and raw
Into attitude item rating result.
In such scheme, it is preferable that described to judge service quality based on comparing result, generation quality inspection result it
Afterwards, methods described also includes：
Big data analysis is carried out to each quality inspection result；
Keyword in presetting database is optimized based on analysis result and intercepted corresponding with the audio file
Speech text in the algorithm for treating quality inspection fragment.
The method provided by the present invention that quality inspection is carried out to service quality, compensate for artificial quality inspection differentiation and list
One changes；By automated audio systems, the recording of contact staff can one by one be monitored, comprehensive assessment and scoring,
And quality inspection of not just sampling, sampling quality inspection can not represent overall service level, and this programme can make language
Sound service quality automatic Evaluation, it is as a result more accurate, more reliable.In addition, passing through automatic identification customer service voices mistake
Journey, can be tracked control by big data algorithm to the service quality of contact staff, improve efficiency of service
And quality.In addition, passing through selectivity interception sound bite, moreover it is possible to save data volume and transmission quantity.
Embodiment two
Fig. 2 is a kind of implementation process schematic diagram provided in an embodiment of the present invention that quality inspection is carried out to recording file,
As indicated with 2, the flow is mainly included the following steps that：
Step 201：Recording file to be detected is obtained, step 202 is then performed；
Step 202：Judge to whether there is one or many in presetting database in the recording file to be detected
Individual keyword, if it is, performing step 203；If not, performing step 209；
Step 203：The keyword included is identified, step 204 is then performed；
Step 204：Judge whether the keyword belongs to service and prohibit language, if it is, performing step 205, such as
It is really no, perform step 206；
Step 205：Directly distribute service errors alarm；
Step 206：Judge to be before whether not doing response and/or contact staff's on-hook in the Q seconds after electrically connecting
It is no not say defined conclusion, if it is, performing step 207；Otherwise, step 208 is performed；
Step 207：Distribute service reminder message；
Service reminder message is distributed, is in order that contact staff preferably improves service image and service quality.
Step 208：Directly give service star；
Step 209：Service self-checking system is jumped to, step 210 is then performed；
Step 210：Automatic scoring is carried out according to the voice of contact staff, the tone, intonation, linguistic context etc..
To in recording contact staff's recording situation carry out automatic scoring, according to the voice of contact staff, intonation,
The tone, linguistic context carry out automatic discrimination, finally automatically generate star rank.For example, star can be divided into five-pointed star
Level customer service is represented, four-star customer service is represented, three-star customer service is represented, two star customer services are represented, star visitor
Clothes are represented.
Judgement is identified to the audio file that recording is formed, entered for the special key words recognized in recording
Row automatic decision, the keyword for this type such as occur will be distributed no longer to quality inspection personnel, and by system certainly
Dynamic group's prompting or mistake.
The final marking of every recording can be given a mark with attitude by professional ability marking and be drawn jointly, if
Attitude is given a mark by system automatic identification, can not only be accomplished fair, just, also be subtracted for quality inspection personnel
It is light very big to undertake.In this way, quality inspection personnel (does not search keyword for the recording that system is distributed
Recording), as long as monitoring whether its content is explained accurately, whether there is service error.
That is, after the recording talk-through of contact staff, system can carry out automatically retrieval：First,
If there is keyword in presetting database in recording, automatically into keyword identification process, and according to being wrapped
Whether the keyword contained belongs to service and prohibits the evaluation that language provides attitude；If appointing when this recording is not present
What during keyword in presetting database, turn automatically to service self-checking system；Finally, for presence service
Prohibit the contact staff of language, directly send service errors to alert or service reminder；For prohibiting language in the absence of service
Contact staff, directly gives service star.
Embodiment three
Fig. 3 is the composition structural representation of the device provided in an embodiment of the present invention that quality inspection is carried out to service quality
Figure, it is described that the device that service quality carries out quality inspection is included：
Acquiring unit 31, the audio file to be detected for obtaining；
Interception unit 32, quality inspection fragment is treated for intercepting in speech text corresponding with the audio file；
Comparing unit 33, for treating quality inspection fragment and the keyword progress pair in presetting database by what is intercepted
Than；
Processing unit 34, for judging service quality based on comparing result, generates quality inspection result.
In such scheme, in one embodiment, the interception unit 32 can be also used for：
Intercept N number of audio fragment of the audio file；Wherein, N is positive integer；
N number of audio fragment is respectively converted into N number of speech text；
N number of speech text is defined as treating quality inspection fragment；
In such scheme, in another specific embodiment, the interception unit 32 can be also used for：
The audio file is converted into speech text；
Intercept M fragment in the speech text；Wherein, M is positive integer；
The M fragment is defined as treating quality inspection fragment.
In such scheme, it is preferable that in one embodiment, the processing unit 34, including：
First processing subelement 341, is used for：
If comparing result is to treat to include one or more of presetting database key in quality inspection fragment described
Word,
The one or more keywords included are analyzed, the one or more keywords included are judged
Whether belong to service and prohibit language；
If it is, automatically generating first service appraisal result；Wherein, the first service appraisal result is included
Service alert information；If not, judge whether not make within come the Q seconds times after electrically connecting response and
/ or whether before hanging up calling end term is not said, if so, second service appraisal result is automatically generated, wherein,
The second service appraisal result includes service prompts information, if it is not, the 3rd service appraisal result is automatically generated,
Wherein, the 3rd service appraisal result includes service scoring situation；
In such scheme, it is preferable that in one embodiment, the processing unit 34, including
Second processing subelement 342, is used for：
If comparing result be it is described treat not including presetting database in quality inspection fragment in any keyword,
Attitude to contact staff carries out automatic scoring；
Meanwhile, quality inspection personnel will be distributed to the audio file for treating that quality inspection fragment is related, with by the matter
Inspection personnel score the professional ability of contact staff.
In such scheme, it is preferable that the second processing subelement 342, it is additionally operable to：
The vocal print of contact staff is identified to the audio file for treating that quality inspection fragment is related；
Vocal print based on contact staff carries out automatic discrimination to the voice, intonation and linguistic context of contact staff, and raw
Into attitude item rating result.
In such scheme, it is preferable that described device also includes：
Optimize unit 35, be used for：
Big data analysis is carried out to each quality inspection result；
Keyword in presetting database is optimized based on analysis result and intercepted corresponding with the audio file
Speech text in the algorithm for treating quality inspection fragment.
In practical application, the acquiring unit 31, interception unit 32, comparing unit 33, processing unit 34
With optimization unit 35 can by service quality is carried out quality inspection device central processing unit in a device
(CPU, Central Processing Unit), microprocessor (MPU, Micro Processor Unit), number
Word signal processor (DSP, Digital Signal Processor) or field programmable gate array (FPGA,
Field Programmable Gate Array) etc. realize.
The present embodiment provided to service quality carry out quality inspection device, compensate for artificial quality inspection differentiation and
Unification；By automated audio systems, the recording of contact staff can one by one be monitored, comprehensive assessment and scoring,
And quality inspection of not just sampling, sampling quality inspection can not represent overall service level, and this programme can make language
Sound service quality automatic Evaluation, it is as a result more accurate, more reliable.In addition, passing through automatic identification customer service voices mistake
Journey, can be tracked control by big data algorithm to the service quality of contact staff, improve efficiency of service
And quality.In addition, passing through selectivity interception sound bite, moreover it is possible to save data volume and transmission quantity.
In several embodiments provided by the present invention, it should be understood that disclosed method, equipment and be
System, can be realized by another way.Apparatus embodiments described above are only schematical, example
Such as, the division of the unit, only a kind of division of logic function can have other draw when actually realizing
The mode of dividing, such as：Multiple units or component can be combined, or be desirably integrated into another system, or some spies
Levying to ignore, or does not perform.In addition, the coupling each other of shown or discussed each part,
Or direct-coupling or communication connection can be by some interfaces, the INDIRECT COUPLING or communication of equipment or unit
Connection, can be electrical, machinery or other forms.
The above-mentioned unit illustrated as separating component can be or may not be it is physically separate, as
The part that unit is shown can be or may not be physical location, you can positioned at a place, also may be used
To be distributed on multiple NEs；Part or all of unit therein can be selected according to the actual needs
Realize the purpose of this embodiment scheme.
In addition, each functional unit in various embodiments of the present invention can be fully integrated into a processing unit,
Can also be each unit individually as a unit, can also two or more units be integrated in one
In individual unit；Above-mentioned integrated unit can both be realized in the form of hardware, it would however also be possible to employ hardware adds soft
The form of part functional unit is realized.
One of ordinary skill in the art will appreciate that：Realize that all or part of step of above method embodiment can
To be completed by the related hardware of programmed instruction, foregoing program can be stored in an embodied on computer readable and deposit
In storage media, the program upon execution, performs the step of including above method embodiment；And foregoing storage
Medium includes：Movable storage device, read-only storage (ROM, Read-Only Memory), magnetic disc or
Person's CD etc. is various can be with the medium of store program codes.
Or, if the above-mentioned integrated unit of the embodiment of the present invention is realized and made in the form of software function module
For independent production marketing or in use, it can also be stored in a computer read/write memory medium.Base
Understand in such, what the technical scheme of the embodiment of the present invention substantially contributed to prior art in other words
Part can be embodied in the form of software product, and the computer software product is stored in a storage medium
In, including some instructions to cause a computer equipment (can be personal computer, server or
Person's network equipment etc.) perform all or part of each of the invention embodiment methods described.And foregoing storage
Medium includes：Movable storage device, ROM, magnetic disc or CD etc. are various can be with Jie of store program codes
Matter.
The foregoing is only a preferred embodiment of the present invention, is not intended to limit the protection model of the present invention
Enclose.Any modifications, equivalent substitutions and improvements made within the spirit and principles of the invention etc., all should
Within protection scope of the present invention.
Claims (10)
1. a kind of method that quality inspection is carried out to service quality, it is characterised in that methods described includes：
Obtain audio file to be detected；
Quality inspection fragment is treated in interception speech text corresponding with the audio file；
Treat that quality inspection fragment is contrasted with the keyword in presetting database by what is intercepted；
Service quality is judged based on comparing result, quality inspection result is generated.
2. according to the method described in claim 1, it is characterised in that the interception and the audio file pair
Quality inspection fragment is treated in the speech text answered, including：
Intercept N number of audio fragment of the audio file；Wherein, N is positive integer；
N number of audio fragment is respectively converted into N number of speech text；
N number of speech text is defined as treating quality inspection fragment；
Or
The audio file is converted into speech text；
Intercept M fragment in the speech text；Wherein, M is positive integer；
The M fragment is defined as treating quality inspection fragment.
3. according to the method described in claim 1, it is characterised in that described that service is judged based on comparing result
Quality, including：
If comparing result is to treat to include one or more of presetting database key in quality inspection fragment described
Word,
The one or more keywords included are analyzed, the one or more keywords included are judged
Whether belong to service and prohibit language；
If it is, automatically generating first service appraisal result；Wherein, the first service appraisal result is included
Service alert information；If not, judge whether not make within come the Q seconds times after electrically connecting response and
/ or whether before hanging up calling end term is not said, if so, second service appraisal result is automatically generated, wherein,
The second service appraisal result includes service prompts information, if it is not, the 3rd service appraisal result is automatically generated,
Wherein, the 3rd service appraisal result includes service scoring situation；
If comparing result be it is described treat not including presetting database in quality inspection fragment in any keyword,
Attitude to contact staff carries out automatic scoring；
Meanwhile, quality inspection personnel will be distributed to the audio file for treating that quality inspection fragment is related, with by the matter
Inspection personnel score the professional ability of contact staff.
4. method according to claim 3, it is characterised in that the attitude to contact staff
Item carries out automatic scoring, including：
The vocal print of contact staff is identified to the audio file for treating that quality inspection fragment is related；
Vocal print based on contact staff carries out automatic discrimination to the voice, intonation and linguistic context of contact staff, and raw
Into attitude item rating result.
5. according to the method described in claim 1, it is characterised in that described that service is judged based on comparing result
After quality, generation quality inspection result, methods described also includes：
Big data analysis is carried out to each quality inspection result；
Keyword in presetting database is optimized based on analysis result and intercepted corresponding with the audio file
Speech text in the algorithm for treating quality inspection fragment.
6. a kind of device that quality inspection is carried out to service quality, it is characterised in that described device includes：
Acquiring unit, the audio file to be detected for obtaining；
Interception unit, quality inspection fragment is treated for intercepting in speech text corresponding with the audio file；
Comparing unit, for treating that quality inspection fragment is contrasted with the keyword in presetting database by what is intercepted；
Processing unit, for judging service quality based on comparing result, generates quality inspection result.
7. device according to claim 6, it is characterised in that the interception unit, is additionally operable to：
Intercept N number of audio fragment of the audio file；Wherein, N is positive integer；
N number of audio fragment is respectively converted into N number of speech text；
N number of speech text is defined as treating quality inspection fragment；
Or
The audio file is converted into speech text；
Intercept M fragment in the speech text；Wherein, M is positive integer；
The M fragment is defined as treating quality inspection fragment.
8. device according to claim 6, it is characterised in that the processing unit, including：
First processing subelement, is used for：
If comparing result is to treat to include one or more of presetting database key in quality inspection fragment described
Word,
The one or more keywords included are analyzed, the one or more keywords included are judged
Whether belong to service and prohibit language；
If it is, automatically generating first service appraisal result；Wherein, the first service appraisal result is included
Service alert information；If not, judge whether not make within come the Q seconds times after electrically connecting response and
/ or whether before hanging up calling end term is not said, if so, second service appraisal result is automatically generated, wherein,
The second service appraisal result includes service prompts information, if it is not, the 3rd service appraisal result is automatically generated,
Wherein, the 3rd service appraisal result includes service scoring situation；
Second processing subelement, is used for：
If comparing result be it is described treat not including presetting database in quality inspection fragment in any keyword,
Attitude to contact staff carries out automatic scoring；
Meanwhile, quality inspection personnel will be distributed to the audio file for treating that quality inspection fragment is related, with by the matter
Inspection personnel score the professional ability of contact staff.
9. device according to claim 8, it is characterised in that the second processing subelement, is also used
In：
The vocal print of contact staff is identified to the audio file for treating that quality inspection fragment is related；
Vocal print based on contact staff carries out automatic discrimination to the voice, intonation and linguistic context of contact staff, and raw
Into attitude item rating result.
10. device according to claim 6, it is characterised in that described device also includes：
Optimize unit, be used for：
Big data analysis is carried out to each quality inspection result；
Keyword in presetting database is optimized based on analysis result and intercepted corresponding with the audio file
Speech text in the algorithm for treating quality inspection fragment.
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