CN107093431B - Method and device for quality inspection of service quality - Google Patents
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Abstract
The invention discloses a method for quality inspection of service quality, which comprises the following steps: acquiring an audio file to be detected; intercepting a segment to be tested in a voice text corresponding to the audio file; comparing the intercepted segment to be tested with the key words in the preset database; and judging the service quality based on the comparison result, and generating a quality inspection result. The invention also discloses a device for quality inspection of the service quality. By adopting the technical scheme of the invention, the differentiation and the simplification of manual quality inspection are made up, the service quality of customer service personnel can be automatically evaluated, and the evaluation result is more accurate and reliable.
Description
Technical Field
The invention relates to the technical field of business support, in particular to a method and a device for quality inspection of service quality.
Background
At present, the service quality inspection of customer service personnel usually adopts a manual quality inspection mode to randomly sample and detect the recording of the customer service personnel, but the human working medium inspection mode has the following defects:
firstly, the sampling ratio of manual quality inspection has defects: with the rapid development of mobile services, the service volume is increased day by day, so that the gap of quality inspection personnel is increased, and the sampling ratio is greatly reduced;
secondly, the speed of finishing the manual quality inspection has local limitation: the business level of each quality testing personnel is different, the recording progress of each pass of quality testing is inconsistent, and the quality testing is delayed;
thirdly, the artificial quality inspection has artificial judgment errors: in the process of manual quality inspection, service scoring is the most troublesome, and the measurement scale of each quality inspection person is different, so that the problem of human judgment errors is inevitable.
Fourthly, the manual quality inspection results cannot be classified and analyzed: the existing quality inspection result information is single, and classification and summary or class cross analysis cannot be performed, and the most root cause analysis cannot be performed.
Therefore, how to provide an intelligent quality inspection method becomes an urgent problem to be solved.
Disclosure of Invention
In view of the above, the present invention is expected to provide a method and an apparatus for quality inspection of service quality, which make up for the differentiation and simplification of manual quality inspection, can automatically evaluate the service quality, and have more accurate and reliable evaluation results.
In order to achieve the purpose, the technical scheme of the invention is realized as follows:
the invention discloses a method for quality inspection of service quality, which comprises the following steps:
acquiring an audio file to be detected;
intercepting a segment to be tested in a voice text corresponding to the audio file;
comparing the intercepted segment to be tested with the key words in the preset database;
and judging the service quality based on the comparison result, and generating a quality inspection result.
In the foregoing solution, preferably, the intercepting a to-be-quality-tested segment in a speech text corresponding to the audio file includes:
intercepting N audio clips of the audio file; wherein N is a positive integer;
respectively converting the N audio clips into N voice texts;
determining the N voice texts as fragments to be subjected to quality inspection;
or
Converting the audio file into a voice text;
intercepting M fragments in the voice text; wherein M is a positive integer;
and determining the M fragments as fragments to be inspected.
In the foregoing solution, preferably, the determining the service quality based on the comparison result includes:
if the comparison result is that the to-be-detected segment contains one or more keywords in a preset database,
analyzing the contained one or more keywords, and judging whether the contained one or more keywords belong to service banners;
if yes, automatically generating a first service scoring result; wherein the first service scoring result comprises service warning information; if not, judging whether no response is made within the Q-th second after the incoming call is connected and/or whether the ending expression is not spoken before the incoming call is hung up, if so, automatically generating a second service scoring result, wherein the second service scoring result comprises service prompt information, and if not, automatically generating a third service scoring result, wherein the third service scoring result comprises a service scoring condition;
if the comparison result is that the to-be-detected fragment does not contain any key words in the preset database,
automatically scoring the service attitude items of the customer service personnel;
and meanwhile, the audio file related to the segment to be quality-tested is distributed to a quality tester, so that the quality tester scores the service ability items of the customer service staff.
In the foregoing solution, preferably, the automatically scoring the service attitude term of the customer service staff includes:
identifying the voiceprint of the customer service person from the audio file related to the segment to be inspected;
and automatically judging the voice, tone and context of the customer service personnel based on the voiceprint of the customer service personnel, and generating a service attitude item scoring result.
In the foregoing solution, preferably, after the determining the quality of service based on the comparison result and generating the quality inspection result, the method further includes:
carrying out big data analysis on each quality inspection result;
and optimizing key words in a preset database based on the analysis result, and intercepting the segment to be detected in the voice text corresponding to the audio file.
The invention also discloses a device for quality inspection of service quality, which comprises:
the acquisition unit is used for acquiring an audio file to be detected;
the intercepting unit is used for intercepting a segment to be detected in the voice text corresponding to the audio file;
the comparison unit is used for comparing the intercepted segment to be tested with the keywords in the preset database;
and the processing unit is used for judging the service quality based on the comparison result and generating a quality inspection result.
In the foregoing solution, preferably, the intercepting unit is further configured to:
intercepting N audio clips of the audio file; wherein N is a positive integer;
respectively converting the N audio clips into N voice texts;
determining the N voice texts as fragments to be subjected to quality inspection;
or
Converting the audio file into a voice text;
intercepting M fragments in the voice text; wherein M is a positive integer;
and determining the M fragments as fragments to be inspected.
In the foregoing solution, preferably, the processing unit includes:
a first processing subunit to:
if the comparison result is that the to-be-detected segment contains one or more keywords in a preset database,
analyzing the contained one or more keywords, and judging whether the contained one or more keywords belong to service banners;
if yes, automatically generating a first service scoring result; wherein the first service scoring result comprises service warning information; if not, judging whether no response is made within the Q-th second after the incoming call is connected and/or whether the ending expression is not spoken before the incoming call is hung up, if so, automatically generating a second service scoring result, wherein the second service scoring result comprises service prompt information, and if not, automatically generating a third service scoring result, wherein the third service scoring result comprises a service scoring condition;
a second processing subunit to:
if the comparison result is that the to-be-detected fragment does not contain any key words in the preset database,
automatically scoring the service attitude items of the customer service personnel;
and meanwhile, the audio file related to the segment to be quality-tested is distributed to a quality tester, so that the quality tester scores the service ability items of the customer service staff.
In the foregoing solution, preferably, the second processing subunit is further configured to:
identifying the voiceprint of the customer service person from the audio file related to the segment to be inspected;
and automatically judging the voice, tone and context of the customer service personnel based on the voiceprint of the customer service personnel, and generating a service attitude item scoring result.
In the foregoing solution, preferably, the apparatus further includes:
an optimization unit for:
carrying out big data analysis on each quality inspection result;
and optimizing key words in a preset database based on the analysis result, and intercepting the segment to be detected in the voice text corresponding to the audio file.
The method and the device for quality inspection of the service quality, provided by the invention, are used for acquiring the audio file to be detected; intercepting a segment to be tested in a voice text corresponding to the audio file; comparing the intercepted segment to be tested with the key words in the preset database; and judging the service quality based on the comparison result, and generating a quality inspection result. Therefore, the technical scheme of the invention can make up for differentiation and simplification of manual quality inspection, can automatically evaluate the service quality of the customer service staff, has more accurate and reliable evaluation result, and realizes high efficiency, intellectualization and standardization of service quality evaluation of the customer service staff.
Drawings
Fig. 1 is a flowchart illustrating an implementation of a method for quality inspection of a service according to an embodiment of the present invention;
FIG. 2 is a schematic diagram of an implementation process of quality testing a sound recording file according to an embodiment of the present invention;
fig. 3 is a schematic structural diagram of a device for quality inspection of service according to an embodiment of the present invention.
Detailed Description
So that the manner in which the features and aspects of the present invention can be understood in detail, a more particular description of the invention, briefly summarized above, may be had by reference to embodiments, some of which are illustrated in the appended drawings.
Fig. 1 is a flowchart illustrating an implementation of a method for quality inspection of service according to an embodiment of the present invention, where as shown in fig. 1, the method mainly includes the following steps:
step 101: and acquiring the audio file to be detected.
Here, the audio file may be an offline or online audio file; or may be an audio file generated in real time.
Before step 101 is executed, the method further includes:
step 100: and recording the customer service voice service.
In step 100, the recording may be performed individually for each customer service person, or may be performed collectively after all the customer service persons perform the recording.
In practical application, when extracting the audio file to be detected, the extraction may be performed by an extraction rule including the following dimensions, for example, the extraction rule may include the level of customer service staff, the number of times of service, service history evaluation, the type of service, and other dimensions.
Step 102: and intercepting a segment to be tested in the voice text corresponding to the audio file.
Here, it should be noted that the intercepted segment to be quality-checked may be the whole speech text or a part of the speech text of the audio file.
In order to save the data volume and the data transmission volume, especially when the customer service is huge, the voice text data is too much, and even the extraction can cause the data too much because the single customer service time is too long. And it is common to evaluate customer service quality primarily for a period of time just after switching on, or for a period of time just before hanging up. Thus, a beginning piece of text and an ending piece of text are intercepted by a text interception technique.
In a specific embodiment, the intercepting a to-be-quality-checked segment in a speech text corresponding to the audio file may include:
intercepting N audio clips of the audio file; wherein N is a positive integer;
respectively converting the N audio clips into N voice texts;
and determining the N voice texts as the fragments to be inspected.
That is, when the audio file is selected, the audio file is segmented, for example, only the beginning and ending audio segments are segmented, and the two segments of audio files are converted into voice text.
In another specific embodiment, the intercepting a to-be-quality-checked segment in a speech text corresponding to the audio file may include:
converting the audio file into a voice text;
intercepting M fragments in the voice text; wherein M is a positive integer;
and determining the M fragments as fragments to be inspected.
That is, all the contents in the audio file are converted into a speech text, and then the beginning and ending segments are intercepted from the converted text.
These two embodiments have advantages and disadvantages, the first one increases the complexity of voice conversion, and the second one, although simpler, makes the voice recording data volume larger.
Step 103: comparing the intercepted segment to be inspected with the key words in the preset database
Preferably, in this embodiment, a preset database needs to be configured in advance; the preset database comprises a plurality of keywords.
Certainly, the preset database can be enriched and perfected continuously through a self-learning algorithm so as to be better called during comparative analysis.
Step 104: and judging the service quality based on the comparison result, and generating a quality inspection result.
In a specific embodiment, the determining the quality of service based on the comparison result includes:
if the comparison result is that the to-be-detected segment contains one or more keywords in a preset database,
analyzing the contained one or more keywords, and judging whether the contained one or more keywords belong to service banners;
if yes, automatically generating a first service scoring result; wherein the first service scoring result comprises service warning information; if not, judging whether no response is made within the Q-th second after the incoming call is connected and/or whether the ending expression is not spoken before the incoming call is hung up, if so, automatically generating a second service scoring result, wherein the second service scoring result comprises service prompt information, and if not, automatically generating a third service scoring result, wherein the third service scoring result comprises service scoring conditions.
That is, if it is detected that the service forbidden language is used when the customer service personnel perform the customer service, the system will issue a service warning message to remind the customer service personnel of an error occurring when performing the customer service.
If the customer service personnel do not answer within Q seconds after the incoming call is connected or the customer service personnel do not speak the specified ending expression before hanging up the incoming call, the system sends out service reminding information to remind the customer service personnel to pay attention to the aspects when the customer service personnel carry out the customer service.
In another embodiment, the determining the quality of service based on the comparison result may include:
if the comparison result is that the to-be-detected fragment does not contain any key words in the preset database,
automatically scoring the service attitude items of the customer service personnel;
and meanwhile, the audio file related to the segment to be quality-tested is distributed to a quality tester, so that the quality tester scores the service ability items of the customer service staff.
In the foregoing solution, preferably, the automatically scoring the service attitude term of the customer service staff includes:
identifying the voiceprint of the customer service person from the audio file related to the segment to be inspected;
and automatically judging the voice, tone and context of the customer service personnel based on the voiceprint of the customer service personnel, and generating a service attitude item scoring result.
In the foregoing solution, preferably, after the determining the quality of service based on the comparison result and generating the quality inspection result, the method further includes:
carrying out big data analysis on each quality inspection result;
and optimizing key words in a preset database based on the analysis result, and intercepting the segment to be detected in the voice text corresponding to the audio file.
The quality inspection method for the service quality makes up for the differentiation and the simplification of manual quality inspection; through the automatic voice system, the records of the customer service personnel can be monitored one by one, and the records are comprehensively checked and scored, and not only are sampling quality checks, but also the sampling quality checks cannot represent the whole service level, and the scheme can automatically evaluate the voice service quality, so that the result is more accurate and reliable. In addition, through the process of automatically identifying the customer service voice, the service quality of the customer service personnel can be tracked and controlled through a big data algorithm, and the service efficiency and quality are improved. In addition, by selectively intercepting the voice segments, the data volume and the transmission volume can be saved.
Example two
Fig. 2 is a schematic view of an implementation process for performing quality inspection on a sound recording file according to an embodiment of the present invention, and as shown in fig. 2, the process mainly includes the following steps:
step 201: acquiring a record file to be detected, and then executing step 202;
step 202: judging whether one or more keywords in a preset database exist in the sound recording file to be detected, if so, executing step 203; if not, go to step 209;
step 203: identifying the contained keywords, and then executing step 204;
step 204: judging whether the keyword belongs to a service forbidden language, if so, executing a step 205, and if not, executing a step 206;
step 205: directly dispatching service error alarm;
step 206: judging whether no answer is made within Q seconds after the incoming call is connected and/or whether a specified end word is not spoken before a customer service person hangs up, if so, executing step 207; otherwise, go to step 208;
step 207: serving service reminder messages;
the service reminding message is distributed to enable customer service personnel to better improve service image and service quality.
Step 208: directly giving a service star level;
step 209: jumping to a service self-checking system, and then executing step 210;
step 210: and automatically scoring according to the voice, tone, context and the like of the customer service personnel.
And automatically scoring the recording condition of the customer service personnel in the recording, automatically judging according to the voice, tone and context of the customer service personnel, and finally automatically generating a star level. For example, the star class can be divided into a five-star class customer service representative, a four-star class customer service representative, a three-star class customer service representative, a two-star class customer service representative, and a one-star class customer service representative.
And identifying and judging the audio file formed by the recording, and automatically judging specific keywords identified in the recording, wherein if the keywords of the type appear, the keywords are not distributed to quality control personnel, and a prompt or an error is automatically distributed by the system.
The final score of each recording can be obtained by the scoring of the business capability and the scoring of the service attitude together, if the scoring of the service attitude is automatically identified by the system, the final score can not only be fair and fair, but also lighten great burden for quality control personnel. Thus, the quality testing personnel only need to monitor whether the interpretation of the content of the sound record (the sound record without searching the keyword) dispatched by the system is accurate and whether business errors exist.
That is, after the recorded call of the customer service personnel is finished, the system can automatically search: firstly, if keywords in a preset database exist in the sound recording, automatically entering a keyword identification process, and evaluating a service attitude item according to whether the contained keywords belong to service banners or not; if the recording does not have any keyword in the preset database, automatically transferring to a service self-checking system; finally, for the customer service personnel with service forbidden words, service error warning or service reminding is directly sent; and directly giving the service star level for the customer service personnel without service banners.
EXAMPLE III
Fig. 3 is a schematic structural diagram of a device for quality inspection of service quality according to an embodiment of the present invention, where the device for quality inspection of service quality includes:
an acquiring unit 31, configured to acquire an audio file to be detected;
an intercepting unit 32, configured to intercept a to-be-quality-tested segment in a speech text corresponding to the audio file;
a comparing unit 33, configured to compare the intercepted segment to be quality-tested with a keyword in a preset database;
and the processing unit 34 is used for judging the service quality based on the comparison result and generating a quality inspection result.
In the foregoing solution, in a specific embodiment, the intercepting unit 32 may further be configured to:
intercepting N audio clips of the audio file; wherein N is a positive integer;
respectively converting the N audio clips into N voice texts;
determining the N voice texts as fragments to be subjected to quality inspection;
in the foregoing solution, in another specific embodiment, the intercepting unit 32 may further be configured to:
converting the audio file into a voice text;
intercepting M fragments in the voice text; wherein M is a positive integer;
and determining the M fragments as fragments to be inspected.
In the foregoing solution, preferably, in a specific embodiment, the processing unit 34 includes:
a first processing subunit 341, configured to:
if the comparison result is that the to-be-detected segment contains one or more keywords in a preset database,
analyzing the contained one or more keywords, and judging whether the contained one or more keywords belong to service banners;
if yes, automatically generating a first service scoring result; wherein the first service scoring result comprises service warning information; if not, judging whether no response is made within the Q-th second after the incoming call is connected and/or whether the ending expression is not spoken before the incoming call is hung up, if so, automatically generating a second service scoring result, wherein the second service scoring result comprises service prompt information, and if not, automatically generating a third service scoring result, wherein the third service scoring result comprises a service scoring condition;
in the above solution, preferably, in a specific embodiment, the processing unit 34 includes
A second processing subunit 342, configured to:
if the comparison result is that the to-be-detected fragment does not contain any key words in the preset database,
automatically scoring the service attitude items of the customer service personnel;
and meanwhile, the audio file related to the segment to be quality-tested is distributed to a quality tester, so that the quality tester scores the service ability items of the customer service staff.
In the foregoing solution, preferably, the second processing subunit 342 is further configured to:
identifying the voiceprint of the customer service person from the audio file related to the segment to be inspected;
and automatically judging the voice, tone and context of the customer service personnel based on the voiceprint of the customer service personnel, and generating a service attitude item scoring result.
In the foregoing solution, preferably, the apparatus further includes:
an optimization unit 35 for:
carrying out big data analysis on each quality inspection result;
and optimizing key words in a preset database based on the analysis result, and intercepting the segment to be detected in the voice text corresponding to the audio file.
In practical applications, the obtaining Unit 31, the intercepting Unit 32, the comparing Unit 33, the processing Unit 34, and the optimizing Unit 35 may be implemented by a Central Processing Unit (CPU), a Micro Processing Unit (MPU), a Digital Signal Processor (DSP), a Field Programmable Gate Array (FPGA), or the like in a device where a device for performing quality inspection on the service quality is located.
The quality inspection device for the service quality provided by the embodiment makes up for the differentiation and the simplification of manual quality inspection; through the automatic voice system, the records of the customer service personnel can be monitored one by one, and the records are comprehensively checked and scored, and not only are sampling quality checks, but also the sampling quality checks cannot represent the whole service level, and the scheme can automatically evaluate the voice service quality, so that the result is more accurate and reliable. In addition, through the process of automatically identifying the customer service voice, the service quality of the customer service personnel can be tracked and controlled through a big data algorithm, and the service efficiency and quality are improved. In addition, by selectively intercepting the voice segments, the data volume and the transmission volume can be saved.
In the embodiments provided by the present invention, it should be understood that the disclosed method, apparatus and system can be implemented in other ways. The above-described device embodiments are merely illustrative, for example, the division of the unit is only a logical functional division, and there may be other division ways in actual implementation, such as: multiple units or components may be combined, or may be integrated into another system, or some features may be omitted, or not implemented. In addition, the coupling, direct coupling or communication connection between the components shown or discussed may be through some interfaces, and the indirect coupling or communication connection between the devices or units may be electrical, mechanical or other forms.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, that is, may be located in one place, or may be distributed on a plurality of network units; some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, all the functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may be separately regarded as one unit, or two or more units may be integrated into one unit; the integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.
Those of ordinary skill in the art will understand that: all or part of the steps for implementing the method embodiments may be implemented by hardware related to program instructions, and the program may be stored in a computer readable storage medium, and when executed, the program performs the steps including the method embodiments; and the aforementioned storage medium includes: various media that can store program codes, such as a removable Memory device, a Read-Only Memory (ROM), a magnetic disk, or an optical disk.
Alternatively, the integrated unit according to the embodiment of the present invention may be stored in a computer-readable storage medium if it is implemented in the form of a software functional module and sold or used as a separate product. Based on such understanding, the technical solutions of the embodiments of the present invention may be essentially implemented or a part contributing to the prior art may be embodied in the form of a software product, which is stored in a storage medium and includes several instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the methods described in the embodiments of the present invention. And the aforementioned storage medium includes: a removable storage device, a ROM, a magnetic or optical disk, or other various media that can store program code.
The above description is only a preferred embodiment of the present invention, and is not intended to limit the scope of the present invention. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. A method for quality testing of quality of service, the method comprising:
acquiring an audio file to be detected;
intercepting a segment to be tested in a voice text corresponding to the audio file;
comparing the intercepted segment to be tested with the key words in the preset database;
judging the service quality based on the comparison result, and generating a quality inspection result;
if the comparison result is that the to-be-detected fragment contains one or more keywords in a preset database, analyzing the contained one or more keywords, and judging whether the contained one or more keywords belong to service banners or not; if yes, automatically generating a first service scoring result; the first service scoring result comprises service warning information, and the service warning information is used for prompting customer service personnel; if not, judging whether no response is made within the Q & ltth & gt second after the incoming call is connected and/or the end expression is not spoken before the incoming call is hung up, if so, automatically generating a second service scoring result, wherein the second service scoring result comprises service prompt information, and if not, automatically generating a third service scoring result, wherein the third service scoring result comprises service scoring conditions.
2. The method of claim 1, wherein intercepting the segment to be inspected in the speech text corresponding to the audio file comprises:
intercepting N audio clips of the audio file; wherein N is a positive integer;
respectively converting the N audio clips into N voice texts;
determining the N voice texts as fragments to be subjected to quality inspection;
or
Converting the audio file into a voice text;
intercepting M fragments in the voice text; wherein M is a positive integer;
and determining the M fragments as fragments to be inspected.
3. The method of claim 1, wherein the determining the quality of service based on the comparison comprises:
if the comparison result is that the to-be-detected fragment does not contain any key words in the preset database,
automatically scoring the service attitude items of the customer service personnel;
and meanwhile, the audio file related to the segment to be quality-tested is distributed to a quality tester, so that the quality tester scores the service ability items of the customer service staff.
4. The method of claim 3, wherein automatically scoring service attitude terms of customer service personnel comprises:
identifying the voiceprint of the customer service person from the audio file related to the segment to be inspected;
and automatically judging the voice, tone and context of the customer service personnel based on the voiceprint of the customer service personnel, and generating a service attitude item scoring result.
5. The method of claim 1, wherein the determining the quality of service based on the comparison results, after generating the quality inspection results, the method further comprises:
carrying out big data analysis on each quality inspection result;
optimizing keywords in a preset database based on the analysis result, and optimizing an algorithm for intercepting a segment to be quality-tested in the voice text corresponding to the audio file.
6. An apparatus for quality testing of quality of service, the apparatus comprising:
the acquisition unit is used for acquiring an audio file to be detected;
the intercepting unit is used for intercepting a segment to be detected in the voice text corresponding to the audio file;
the comparison unit is used for comparing the intercepted segment to be tested with the keywords in the preset database;
the processing unit is used for judging the service quality based on the comparison result and generating a quality inspection result; the processing unit comprises a first processing subunit, and if the comparison result shows that the to-be-detected fragment contains one or more keywords in a preset database, the processing subunit is used for analyzing the contained one or more keywords and judging whether the contained one or more keywords belong to service banners or not; if yes, automatically generating a first service scoring result; the first service scoring result comprises service warning information, and the service warning information is used for prompting customer service personnel; if not, judging whether no response is made within the Q & ltth & gt second after the incoming call is connected and/or the end expression is not spoken before the incoming call is hung up, if so, automatically generating a second service scoring result, wherein the second service scoring result comprises service prompt information, and if not, automatically generating a third service scoring result, wherein the third service scoring result comprises service scoring conditions.
7. The apparatus of claim 6, wherein the truncating unit is further configured to:
intercepting N audio clips of the audio file; wherein N is a positive integer;
respectively converting the N audio clips into N voice texts;
determining the N voice texts as fragments to be subjected to quality inspection;
or
Converting the audio file into a voice text;
intercepting M fragments in the voice text; wherein M is a positive integer;
and determining the M fragments as fragments to be inspected.
8. The apparatus of claim 6, wherein the processing unit further comprises:
a second processing subunit to:
if the comparison result is that the to-be-detected fragment does not contain any key words in the preset database,
automatically scoring the service attitude items of the customer service personnel;
and meanwhile, the audio file related to the segment to be quality-tested is distributed to a quality tester, so that the quality tester scores the service ability items of the customer service staff.
9. The apparatus of claim 8, wherein the second processing subunit is further configured to:
identifying the voiceprint of the customer service person from the audio file related to the segment to be inspected;
and automatically judging the voice, tone and context of the customer service personnel based on the voiceprint of the customer service personnel, and generating a service attitude item scoring result.
10. The apparatus of claim 6, further comprising:
an optimization unit for:
carrying out big data analysis on each quality inspection result;
optimizing keywords in a preset database based on the analysis result, and optimizing an algorithm for intercepting a segment to be quality-tested in the voice text corresponding to the audio file.
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