CN109784678A - A kind of customer satisfaction appraisal procedure and assessment system based on audio - Google Patents
A kind of customer satisfaction appraisal procedure and assessment system based on audio Download PDFInfo
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- CN109784678A CN109784678A CN201811599857.4A CN201811599857A CN109784678A CN 109784678 A CN109784678 A CN 109784678A CN 201811599857 A CN201811599857 A CN 201811599857A CN 109784678 A CN109784678 A CN 109784678A
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Abstract
The present invention provides a kind of customer satisfaction appraisal procedure and assessment system based on audio, solve the technical issues of food service industry can not make effective assessment to the service quality for the process of having dinner under existing line.Method includes: the sequential speech for receiving and acquiring in real time in eating surroundings；The identity and corresponding voice content of attendant and customer in sequential speech described in speech recognition；Quantify the voice content, forms the assessment of customer satisfaction.Have dinner process and personnel service's process of customer in eating surroundings is quantified by audio-frequency information, accurate assessment data are formed by evaluation model, reliable and flexible evaluation result is provided for the inside and outside service evaluation of catering industry under line, food and beverage enterprise to make specific aim to service procedure to improve, improving working efficiency reduces labour cost.
Description
Technical field
The present invention relates to speech-sound intelligents to identify applied technical field, and in particular to a kind of customer satisfaction based on audio is commented
Estimate method and assessment system.
Background technique
In the prior art, gradually mature to the appraisement system of service industry.The restaurant for managing take-away food and drink on line can
Easily to learn its satisfaction and improvable industry for servicing this restaurant vegetable and jockey by the scoring of user and message
Business node.But food service industry is difficult to learn the satisfaction of client under line.It exchanges, chat with dining client even if passing through
It obtain its to the view and improvement idea in restaurant be also compare it is more unilateral.Even if client gives in comment system after the meal
Scoring and comment, hotel owner is also difficult the dining of client at that time to experience to be associated with subsequent comment, the letter of entire service procedure
Breath is isolated out, and closed-loop information feedback can not be formed.
It may be noted that some interactive chat modes of customer during having dinner exporting always to vegetable and service
The view and evaluation of personnel, only these information are not collected and are handled well.At present speech recognition system compared with
For maturation, voice almost can be absolutely identified in quiet situation.
Summary of the invention
In view of the above problems, the embodiment of the present invention provides a kind of customer satisfaction appraisal procedure based on audio and assessment system
System, solves the technical issues of food service industry can not make effective assessment to the service quality for the process of having dinner under existing line.
The customer satisfaction appraisal procedure based on audio of the embodiment of the present invention, comprising:
Receive the sequential speech acquired in real time in eating surroundings；
The identity and corresponding voice content of attendant and customer in sequential speech described in speech recognition；
Quantify the voice content, forms the assessment of customer satisfaction.
In one embodiment of the invention, the identity and correspondence of attendant and customer in sequential speech described in the speech recognition
Voice content includes:
Identity and corresponding voice content are identified from the sequential speech；
It is encoded by sound pick-up and determines the coverage for obtaining the voice content；
Service indication vocabulary and correspondent time are determined from the voice content of the attendant；
The service indication vocabulary and correspondent time are formed into attendant's service quality number according to voice metrics structure
According to.
In one embodiment of the invention, the identity and correspondence of attendant and customer in sequential speech described in the speech recognition
Voice content includes:
Identity and corresponding voice content are identified from the sequential speech；
It is encoded by sound pick-up and determines the coverage for obtaining the voice content；
Customer demand vocabulary or customer evaluation vocabulary and correspondent time are determined from the voice content of the customer；
The customer demand vocabulary and correspondent time are formed into attendant's service quality number according to voice metrics structure
According to；
The customer evaluation vocabulary and correspondent time are formed into customer satisfaction data according to voice feedback structure.
In one embodiment of the invention, the assessment that the quantization voice content forms customer satisfaction includes:
The service quality of attendant is evaluated according to following standard:
A*x+B/y+C*z+E*h+D*q*n, in which:
A is the weighted value of term of courtesy, and x is term of courtesy number, and B is the weighted value for answering objective speed, and y is attendant
The average value of objective speed is answered in institute's management service region, C is the weighted value of operative skill, and z is report name of the dish number, and E is in non-pipe
It manages and the weighted value of service is provided in coverage, h is number of taking pleasure in helping people, and D is customer during single have dinner to service evaluation
Weighted value, q is average value evaluate attendant of client during single have dinner, and n is to determine that the period is inscribed to have received service
Customer to the evaluation coefficient of attendant.
In one embodiment of the invention, the assessment that the quantization voice content forms customer satisfaction includes:
Customer satisfaction is evaluated according to following standard:
M* (e1-g1)/(e1+f1+g1)+N* (e2-g2)/(e2+f2+g2)+K* (e3-g3)/(e3+f3+g3), in which:
M is vegetable taste weighted value, and N is dining environment weighted value, and K is service quality weighted value, and each classification is good middle poor
The number of three grades is respectively (e1, f1, g1), (e2, f2, g2), (e3, f3, g3).
In one embodiment of the invention, further includes:
Establish the Evaluation Environment in the eating surroundings.
In one embodiment of the invention, the Evaluation Environment established in the eating surroundings includes:
Corresponding sound pick-up is laid by object of reference of dining table；
Voice data real-time link is established between sound pick-up and phonetic incepting end；
The identity of attendant is established using speech recognition system and vocal print maps data；And/or
Form the voice metrics structure in service post；And/or
Form the voice feedback structure of customer.
The customer satisfaction assessment system based on audio of the embodiment of the present invention, comprising:
Memory, for storing the treatment process corresponding program generation of the above-mentioned customer satisfaction appraisal procedure based on audio
Code and data；
Processor, for executing said program code.
The customer satisfaction assessment system based on audio of the embodiment of the present invention, comprising:
Reception device, for receiving the sequential speech acquired in real time in eating surroundings；
Identification device, in the identity and corresponding voice of attendant in sequential speech described in speech recognition and customer
Hold；
Evaluating apparatus forms the assessment of customer satisfaction for quantifying the voice content.
In one embodiment of the invention, the customer satisfaction assessment system based on audio, further includes:
Evaluation Environment establishes device, the Evaluation Environment for establishing in the eating surroundings.
The customer satisfaction appraisal procedure based on audio and assessment system of the embodiment of the present invention are by customer in eating surroundings
Process of having dinner and personnel service's process are quantified by audio-frequency information, are formed accurate assessment data by evaluation model, are
The inside and outside service evaluation of catering industry provides reliable and flexible evaluation result under line, so that food and beverage enterprise can be with
It makes specific aim to service procedure to improve, improving working efficiency reduces labour cost.
Detailed description of the invention
Fig. 1 show the flow diagram of customer satisfaction appraisal procedure of the embodiment of the present invention based on audio.
Fig. 2 show one embodiment of the invention based on the stream for establishing Evaluation Environment in the customer satisfaction appraisal procedure of audio
Journey schematic diagram.
Fig. 3 show one embodiment of the invention to be known based on identity in the customer satisfaction appraisal procedure of audio and voice content
Other flow diagram.
Fig. 4 show one embodiment of the invention based on the process signal evaluated in the customer satisfaction appraisal procedure of audio
Figure.
Fig. 5 show the structural schematic diagram of customer satisfaction assessment system of the embodiment of the present invention based on audio.
Specific embodiment
To be clearer and more clear the objectives, technical solutions, and advantages of the present invention, below in conjunction with attached drawing and specific embodiment party
The invention will be further described for formula.Obviously, described embodiments are only a part of the embodiments of the present invention, rather than all
Embodiment.Based on the embodiments of the present invention, those of ordinary skill in the art institute without creative efforts
The every other embodiment obtained, shall fall within the protection scope of the present invention.
The customer satisfaction appraisal procedure based on audio of the embodiment of the present invention is as shown in Figure 1.In Fig. 1, customer satisfaction
Spending appraisal procedure includes:
Step 200: receiving the sequential speech acquired in real time in eating surroundings.
Eating surroundings include the element of human element and object, and human element includes customer and the clothes for undertaking various service functions
Business personnel, the element of object include the dining table, tableware and canteen of carrying service personnel service.
Sequential speech is generated with process of having dinner, the interaction between voice, customer when including attendant's offer respective service
Voice, attendant when voice, customer's reception respective service and the interactive voice between customer etc., the generation of each voice has just
Meal temporal correlation.
Step 300: the identity and corresponding voice content of attendant and customer in speech recognition sequential speech.
It will be appreciated by those skilled in the art that voice content corresponding with individual can be identified using speech recognition system, it can
Using by speech recognition, as text, text includes sentence, phrase, vocabulary etc., text can use coding form storage and subsequent place
Reason.
Speech recognition system can identify the sound characteristic (i.e. vocal print) for determining single personage's individual, sound characteristic and ERP
(Enterprise Resource Planning) system combines, and can form the determination identity of each attendant, forms money
The basis of source distribution and quantization.
Step 400: quantization voice content forms the assessment of service quality.
Service evaluation model can be used by quantifying voice content, and service evaluation model includes the service flow of respective service quantization
Journey, service parameter and evaluation criterion etc., and it is fixed with the data-interface structure of interconnected system (such as ERP system) Transfer Parameters
Justice.The assessment of customer satisfaction includes the service quality of the objective embodiment of quantized data, also includes subjectivity or visitor of the customer to service
See evaluation.
The customer satisfaction appraisal procedure based on audio of the embodiment of the present invention by customer in eating surroundings have dinner process and
Personnel service's process is quantified by audio-frequency information, is formed accurate assessment data by evaluation model, is food and drink row under line
The inside and outside service evaluation of industry provides reliable and flexible evaluation result, allows food and beverage enterprise to service procedure
Specific aim improvement is made, improving working efficiency reduces labour cost.
As shown in Figure 1, in one embodiment of the invention, the customer satisfaction appraisal procedure based on audio further include:
Step 100: establishing the Evaluation Environment during having dinner.
Evaluation Environment is data acquisition environment, data transmission environments and the data quantization environment etc. formed for eating surroundings
The combination of data handling procedure.
As shown in Fig. 2, establishing Evaluation Environment in an embodiment of the present invention, in step 100 and including:
Step 110: establishing the identity of attendant using speech recognition system and vocal print maps data.
The identity of attendant in the vocal print and ERP system of attendant forms mapping, realizes the number of two systems
It is transmitted according to compatible with data, quantized data can be improved for the distribution and measurement of human resources.
In an embodiment of the present invention, step 100 includes:
Step 120: forming the voice metrics structure in service post.
According to each service job duty, KPI Key Performance Indicator (KPI:Key Performance can be referred to
Indicator the index structure of the voice content of reflection service quality) is established.
In an embodiment of the present invention, step 100 includes:
Step 130: forming the voice feedback structure of customer.
According to emotion expression service experience specific in catering environment, the index of the voice content of reflection satisfaction can establish
Structure.
In an embodiment of the present invention, step 100 includes:
Step 140: laying corresponding sound pick-up by object of reference of dining table.
The identification data that using sound pick-up there is determining acquisition spatial character and unique encodings can be used as dining table, can be with
For determining the incidence relation between eating surroundings, attendant and customer.
Step 150: voice data real-time link is established between sound pick-up and phonetic incepting end.
Voice data real-time link is formed using wired or wireless way, and real-time link guarantees that the transmission of voice data is reliable
Property and data order, using voice data real-time link formed the voice data in entire restaurant label time reference.Such as
Guarantee the reliable transmission of voice data using TCP (Transmission Control Protocol transmission control protocol) technology,
Guarantee that encapsulation of data is shaped as the time really using TCP technology simultaneously.
In one embodiment of the invention, the voice metrics structure in step 120 includes term of courtesy, answers objective speed and operation skill
Energy.
The voice metrics structure of term of courtesy is as shown in the table:
| Attendant ID | Term of courtesy counts | Term of courtesy timestamp | Acquire microphone ID |
Term of courtesy can be obtained using artificial set-up mode, including but not limited to: " you are good ", " asking ", " thanks ", " fiber crops
It is tired of you ", " sorry ", " too shy ", " your dish neat please use slowly " etc..Specific data format can be expressed as follows:
Waiter 1-1- [120010] [mic1]；
Waiter 1-1- [121540] [mic2]；
Waiter 1-1- [124520] [mic1]；
Answer the voice metrics structure of objective speed as shown in the table:
| Voice demand timestamp | Voice response timestamp | Attendant ID | Acquire microphone ID |
Objective speed is answered to refer to that attendant rushes to Gu when customer proposes voice demand (having used labeled demand term)
Visitor provides the time difference of voice response (having used labeled response term) at one's side.
Demand term and response term are obtained by the way of artificial setting or machine learning.Utilize the real-time chain of voice data
Road can obtain that each customer issues voice demand and attendant provides the label of orderly time of voice response, by it is orderly when
Between mark between difference can form voice demand-voice response and answer objective speed.Specific data format can be expressed as follows:
[122010] [1220230] [waiter 1] [mic1]；Answering the objective time difference is 20 seconds, that is, answering objective speed is 20 seconds.
Operative skill includes report name of the dish.The voice metrics structure of operative skill is as shown in the table:
| Attendant ID | Name of the dish is reported to count | Technical ability time of origin stamp | From which microphone |
It is required that clearly loud and clear when every dish is served quote served name of the dish.Specific data format can indicate such as
Under:
Waiter 1-1- [120010] [mic1]；
Waiter 1-1- [121540] [mic1]；
Waiter 1-1- [124520] [mic1].
In one embodiment of the invention, the voice feedback structure in step 130 includes vegetable taste, dining environment and Service Quality
Amount.The voice feedback structure of customer is as shown in the table:
| Classification | Grade | Evaluation time stamp | Acquire microphone ID |
Classification is as shown in the table:
| Classification | Label value |
| Vegetable taste | 100001 |
| Dining environment | 100002 |
| Service quality | 100003 |
Degree is as shown in the table:
| Grade | Label value |
| It is good | 200001 |
| In | 200002 |
| Difference | 200003 |
The term of vegetable taste, dining environment and service quality is obtained by the way of artificial setting or machine learning.Dish
The keyword of product taste includes but is not limited to: " too salty ", " insipidness ", " too light ", " nice ", " taste is pretty good ", " taste
Road is fine ", " burnt ", " balance is pretty good ", " amount is very little ", " material benefit " etc..The keyword of dining environment includes but is not limited to:
" too crowded ", " waiting too long ", " finishing is pretty good ", " environment is very unique ", " too hot ", " too cold ", " seat is uncomfortable ",
" snack of equipotential is pretty good " etc..The keyword of service quality includes but is not limited to: " waiter is very courteous ", " serving too slow ",
" waiter is standoffish " etc..
The keyword in each stage and key sentence carry out model training during the mode of machine learning is had dinner by acquisition,
As further identification customer voice is learnt,Gradually form richer semantic base, to understand customer's meaning, quantify table
Up to degree.Specific data format can be expressed as follows:
100001,200001,130010, mic1.
As shown in figure 3, in an embodiment of the present invention, identity and voice content identification include: in step 300
Step 310: identity and corresponding voice content are identified from sequential speech.
Including identifying the identity of attendant and the identity of customer, the identity of each attendant, which has, continues ID, often
The identity of a customer has the interim ID during having dinner.
Step 320: being encoded by sound pick-up and determine the coverage for obtaining voice content.
Sound pick-up coding can determine the coverage centered on dining table, determine customer and service people in coverage
Member.
Step 330: determining service indication vocabulary and correspondent time from the voice content of attendant.
Service indication vocabulary and correspondent time utilize the time reference of speech recognition technology and voice data real-time link
It determines.
Step 340: service indication vocabulary and correspondent time are formed by attendant's Service Quality according to voice metrics structure
Measure data.
Service indication vocabulary, correspondent time and service area data are converged using voice metrics structure as data structure
Always, guarantee the data consistency and data storing reliability of quantizing process.
In an embodiment of the present invention, in the actual treatment of term of courtesy, the courtesy for several times in unit time are used
Language is merged into once, and data redundancy is avoided.
Step 350: determining customer demand vocabulary or customer evaluation vocabulary and correspondent time from the voice content of customer.
Customer demand vocabulary or customer evaluation vocabulary utilize the time base of speech recognition technology and voice data real-time link
It is accurate fixed.
Step 360: customer demand vocabulary and correspondent time are formed by attendant's Service Quality according to voice metrics structure
Measure data.
Customer demand vocabulary, vocabulary timestamp and service area data are converged using voice metrics structure as data structure
Always, guarantee the integrality of attendant's quality of service data.
In an embodiment of the present invention, in the actual treatment for answering objective speed, the overtime duration of visitor is answered in setting, when being more than
Overtime duration and do not correspond to sound pick-up in customer and obtain voice responsive and then think the secondary voice demand no response of customer.
For the multiple voice demand of customer in unit time, voice of the waiter when being no more than overtime duration every time is rung
It can should individually record and answer objective speed.
For the multiple voice demand of customer in unit time, waiter is there is only when a voice response, when with unit
Objective speed is answered in the calculating of earliest voice demand timestamp in long.
Step 370: customer evaluation vocabulary and correspondent time are formed by customer satisfaction data according to voice feedback structure.
Customer evaluation vocabulary, vocabulary timestamp and service area data are converged using voice feedback structure as data structure
Always, guarantee the data consistency and data storing reliability of quantizing process.
The customer satisfaction appraisal procedure based on audio of the embodiment of the present invention is using sound pick-up hardware encoding attribute and has
The time response of sequence transmission is subsequent to the data processing that mature speech recognition technology is that other identity and vocabulary form structuring
It forms data analysis and provides the data basis of efficient process.
As shown in figure 4, in an embodiment of the present invention, evaluation includes: in step 400
Step 410: the service quality of attendant is evaluated according to following standard:
A*x+B/y+C*z+E*h+D*q*n
Wherein: A is the weighted value of term of courtesy, and x is term of courtesy number, and B is the weighted value for answering objective speed, and y is service
Answer the average value of objective speed in personnel's institute's management service region, C is the weighted value of operative skill, and z is report name of the dish number, E be
The weighted value of service (taking pleasure in helping people) is provided in non-management coverage, h is number of taking pleasure in helping people, and D is single process of having dinner
Weighted value of the middle customer to service evaluation, the average value that q evaluates attendant for client during single have dinner, n is to determine
Period inscribed evaluation coefficient of the customer to attendant for having received service.
It is single have dinner during client's average value that attendant is evaluated, be lower single time according to dining table and knot
The account time can speculate the process of having dinner of a table guest, and do one to the customer evaluation number and grade of the dining table in the time range
A average value, obtains average rank.Such as 6 times good, in 1 time, 1 difference just calculates (6+0-1)/8=0.625 with formula, this
A value is denoted as q.
In an embodiment of the present invention, step 400 includes:
Step 420: customer satisfaction is evaluated according to following standard:
M*(e1-g1)/(e1+f1+g1)+N*(e2-g2)/(e2+f2+g2)+K*(e3-g3)/(e3+f3+g3 )
M is vegetable taste weighted value, and N is dining environment weighted value, and K is service quality weighted value, and each classification is good middle poor
The number of three grades is respectively (e1, f1, g1), (e2, f2, g2), (e3, f3, g3).
Attendant's scoring and customer are carried out using the customer satisfaction appraisal procedure based on audio of the embodiment of the present invention
Detailed process is as follows by one of satisfaction evaluation:
Restaurant service personnel a, b, c the term of courtesy number used in one day service process are as follows:
| Attendant ID | Term of courtesy |
| a | 50 |
| b | 70 |
| c | 80 |
Count them averagely answers the objective time to be as follows:
| Attendant ID | Averagely answer the objective time | Dining table ID |
| a | 5 | 1 |
| b | 4 | 2 |
| c | 10 | 1 |
| c | 4 | 3 |
According to the statistical value of the calculated customer evaluation of above-mentioned formula
| Classification | Grade | Dining table ID |
| 100001 | 1 | 1 |
| 100003 | 0.993 | 3 |
| 100003 | 0.798 | 2 |
| 100003 | 0.523 | 1 |
| 100002 | 0.775 | 2 |
It is combined with ERP system and sound pick-up coding, discovery a administers No. 1 dining table, and b administers No. 2 dining tables, and c administers No. 3 meal
Table.Assuming that the weight taken pleasure in helping people is 20, answering the weight of objective time is 100, and the weight of customer evaluation service is 100, other are each
The weight of a dimension is all 1, then:
The scoring of attendant a is 50+100*1/5+100*0.523=122.3.
The scoring of attendant b is 70+100*1/4+100*0.798=174.8
The scoring of attendant c is 80+100*1/4+100*0.993+20*1=224.3
It can be seen that, due to c courtesy since number is more, answer the objective time shorter, customer evaluation is higher, and helps others from result
For pleasure, the highest so it scores.
For customer satisfaction, just above-mentioned data counted on, the weight of each classification is 1, then customer satisfaction
Value are as follows: 1+0.775+ (0.993+0.798+0.523)/3=2.546.
The customer satisfaction assessment system based on audio of the embodiment of the present invention, comprising:
Memory, for storing program corresponding with the above-mentioned treatment process of customer satisfaction appraisal procedure based on audio
Code and data；
Processor, for executing program corresponding with the above-mentioned treatment process of customer satisfaction appraisal procedure based on audio
Code.
Processor can use DSP (Digital Signal Processing) digital signal processor, FPGA
(Field-Programmable Gate Array) field programmable gate array, MCU (Microcontroller Unit) system
Unite plate, SoC (system on a chip) system board or the PLC (Programmable Logic Controller) including I/O
Minimum system.
As shown in figure 5, the customer satisfaction assessment system based on audio of the embodiment of the present invention includes:
Reception device 1200, for receiving the sequential speech acquired in real time in eating surroundings.
Identification device 1300, identity and voice content for attendant in speech recognition sequential speech and customer.
Evaluating apparatus 1400 forms the assessment of customer satisfaction for quantifying voice content.
As shown in figure 5, in an embodiment of the present invention, further includes:
Evaluation Environment establishes device 1100, for establishing the Evaluation Environment during having dinner.
As shown in figure 5, in an embodiment of the present invention, Evaluation Environment establishes device 1100 and includes:
Identity vocal print mapping block 1110, identity and vocal print for being established attendant using speech recognition system are mapped
Data.
Index structure setup module 1120 is used to form the voice metrics structure in service post.
Feedback arrangement setup module 1130 is used to form the voice feedback structure of customer.
Sound pick-up setup module 1140, for laying corresponding sound pick-up by object of reference of dining table.
Implement link setting module 1150, for establishing voice data real-time link between sound pick-up and phonetic incepting end.
As shown in figure 5, in an embodiment of the present invention, identification device 1300 includes:
Identification module 1310, for identifying identity and corresponding voice content from sequential speech.
Zone location module 1320 determines the coverage for obtaining the voice content for encoding by sound pick-up.
Service data filtering module 1330, for from the voice content of attendant determine service indication vocabulary and to it is corresponding when
Between stab.
Service data forms module 1340, for according to voice metrics structure by service indication vocabulary and correspondent time shape
At attendant's quality of service data.
Customer data filtering module 1350, for determining customer demand vocabulary or customer evaluation word from the voice content of customer
Remittance and correspondent time.
Additional service data forms module 1360, for by customer demand vocabulary and corresponding to the time according to voice metrics structure
Stamp forms attendant's quality of service data.
Customer data forms module 1370, for according to voice feedback structure by customer evaluation vocabulary and correspondent time shape
At customer satisfaction data.
As shown in figure 5, in an embodiment of the present invention, evaluating apparatus 1400 includes:
Personnel evaluation module 1410, for evaluating the service quality of attendant according to following standard:
Attendant's scoring=A*x+B/y+C*z+E*h+D*q*n.
Satisfaction evaluation module 1420, for evaluating customer satisfaction according to following standard:
M*(e1-g1)/(e1+f1+g1)+N*(e2-g2)/(e2+f2+g2)+K*(e3-g3)/(e3+f3+g3 )。
The foregoing is only a preferred embodiment of the present invention, but scope of protection of the present invention is not limited thereto,
In the technical scope disclosed by the present invention, any changes or substitutions that can be easily thought of by anyone skilled in the art,
It should be covered by the protection scope of the present invention.Therefore, protection scope of the present invention should be with the protection model of claims
Subject to enclosing.
Claims (10)
1. a kind of customer satisfaction appraisal procedure based on audio characterized by comprising
Receive the sequential speech acquired in real time in eating surroundings；
The identity and corresponding voice content of attendant and customer in sequential speech described in speech recognition；
Quantify the voice content, forms the assessment of customer satisfaction.
2. the customer satisfaction appraisal procedure based on audio as described in claim 1, which is characterized in that the speech recognition institute
Stating the identity of attendant and customer and corresponding voice content in sequential speech includes:
Identity and corresponding voice content are identified from the sequential speech；
It is encoded by sound pick-up and determines the coverage for obtaining the voice content；
Service indication vocabulary and correspondent time are determined from the voice content of the attendant；
The service indication vocabulary and correspondent time are formed into attendant's quality of service data according to voice metrics structure.
3. the customer satisfaction appraisal procedure based on audio as described in claim 1, which is characterized in that the speech recognition institute
Stating the identity of attendant and customer and corresponding voice content in sequential speech includes:
Identity and corresponding voice content are identified from the sequential speech；
It is encoded by sound pick-up and determines the coverage for obtaining the voice content；
Customer demand vocabulary or customer evaluation vocabulary and correspondent time are determined from the voice content of the customer；
The customer demand vocabulary and correspondent time are formed into attendant's quality of service data according to voice metrics structure；
The customer evaluation vocabulary and correspondent time are formed into customer satisfaction data according to voice feedback structure.
4. the customer satisfaction appraisal procedure based on audio as described in claim 1, which is characterized in that quantization institute predicate
Sound content formed customer satisfaction assessment include:
The service quality of attendant is evaluated according to following standard:
A*x+B/y+C*z+E*h+D*q*n, in which:
A is the weighted value of term of courtesy, and x is term of courtesy number, and B is the weighted value for answering objective speed, and y is managed by attendant
The average value of objective speed is answered in coverage, C is the weighted value of operative skill, and z is report name of the dish number, and E is in non-management service
The weighted value of service is provided in region, h is number of taking pleasure in helping people, and D is customer during single have dinner to the weight of service evaluation
Value, the average value that q evaluates attendant for client during single have dinner, n are to determine the period inscribed customer for having received service
To the evaluation coefficient of attendant.
5. the customer satisfaction appraisal procedure based on audio as described in claim 1, which is characterized in that quantization institute predicate
Sound content formed customer satisfaction assessment include:
Customer satisfaction is evaluated according to following standard:
M* (e1-g1)/(e1+f1+g1)+N* (e2-g2)/(e2+f2+g2)+K* (e3-g3)/(e3+f3+g3), in which:
M is vegetable taste weighted value, and N is dining environment weighted value, and K is service quality weighted value, poor three during each classification is good
The number of grade is respectively (e1, f1, g1), (e2, f2, g2), (e3, f3, g3).
6. the customer satisfaction appraisal procedure based on audio as described in claim 1, which is characterized in that further include:
Establish the Evaluation Environment in the eating surroundings.
7. the customer satisfaction appraisal procedure based on audio as claimed in claim 6, which is characterized in that described in the foundation just
Meal environment in Evaluation Environment include:
Corresponding sound pick-up is laid by object of reference of dining table；
Voice data real-time link is established between sound pick-up and phonetic incepting end；
The identity of attendant is established using speech recognition system and vocal print maps data；And/or
Form the voice metrics structure in service post；And/or
Form the voice feedback structure of customer.
8. a kind of customer satisfaction assessment system based on audio, comprising:
Memory, for storing the processing with the customer satisfaction appraisal procedure as described in claim 1 to 7 is any based on audio
The corresponding program code of process and data；
Processor, for executing said program code.
9. a kind of customer satisfaction assessment system based on audio characterized by comprising
Reception device, for receiving the sequential speech acquired in real time in eating surroundings；
Identification device, identity and corresponding voice content for attendant in sequential speech described in speech recognition and customer；
Evaluating apparatus forms the assessment of customer satisfaction for quantifying the voice content.
10. the customer satisfaction assessment system based on audio as claimed in claim 9, which is characterized in that further include:
Evaluation Environment establishes device, the Evaluation Environment for establishing in the eating surroundings.
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| CN201811599857.4A CN109784678A (en) | 2018-12-26 | 2018-12-26 | A kind of customer satisfaction appraisal procedure and assessment system based on audio |
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| CN110689890A (en) * | 2019-10-16 | 2020-01-14 | 声耕智能科技(西安)研究院有限公司 | Voice interaction service processing system |
| CN110992949A (en) * | 2019-11-29 | 2020-04-10 | 秒针信息技术有限公司 | Performance assessment method and device based on voice recognition and readable storage medium |
| CN111178982A (en) * | 2020-01-02 | 2020-05-19 | 珠海格力电器股份有限公司 | Customer satisfaction analysis method, storage medium and computer device |
| CN111176963A (en) * | 2019-12-13 | 2020-05-19 | 腾讯云计算（北京）有限责任公司 | Service evaluation information processing method and device |
| CN111666396A (en) * | 2020-06-05 | 2020-09-15 | 北京百度网讯科技有限公司 | User intention understanding satisfaction evaluation method, device, equipment and storage medium |
| CN112561268A (en) * | 2020-12-07 | 2021-03-26 | 深圳市思为软件技术有限公司 | Behavior evaluation method and related equipment |
| CN112633037A (en) * | 2019-09-24 | 2021-04-09 | 北京国双科技有限公司 | Object monitoring method and device, storage medium and electronic equipment |
| CN118037141A (en) * | 2024-04-15 | 2024-05-14 | 中国标准化研究院 | Digital comprehensive evaluation method and system for catering enterprises |
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Application publication date: 20190521 |