CN109840697A - A kind of intelligence quality inspection system and method - Google Patents
A kind of intelligence quality inspection system and method Download PDFInfo
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- CN109840697A CN109840697A CN201910049404.2A CN201910049404A CN109840697A CN 109840697 A CN109840697 A CN 109840697A CN 201910049404 A CN201910049404 A CN 201910049404A CN 109840697 A CN109840697 A CN 109840697A
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Abstract
The present invention relates to intelligent quality inspection systems, including ASR AM access module, management backstage, scheduling backstage and text detection module；ASR AM access module is docked with outside ASR platform, the speech text transcription received be can recognize into text file at text detection module, recognizable text file is sent to text detection module by scheduling backstage, text detection module detects recognizable text file according to the detected rule of setting, the corresponding detection data of recognizable text file containing Non-Compliance is sent to management backstage automatically by scheduling backstage, management backstage shows the detection data received in visualization window, convenient for being docked with a variety of ASR channels, automatically customer service is monitored, the quality inspection rule of customization can flexibly adapt to different industries and different enterprise demands, significantly reduce quality inspection cost and operation difficulty.
Description
Technical field
The present invention relates to customer service technical field of quality detection, more specifically to a kind of intelligent quality inspection system and
Method.
Background technique
Customer service quality is that enterprise maintains one of important link of customer relationship, and there are following for customer service quality testing at present
Railway Project: 1. artificial quality inspections can be at high cost, and covering surface is small, and client service center's operation management is with high costs；2. customer service quality is difficult
To measure；3 customer service big datas are difficult to be utilized, and can not convert industry for customer service data and see clearly；Thus need it is a kind of can be automatic right
The system that customer service quality is monitored.
Summary of the invention
The technical problem to be solved in the present invention is that in view of the above drawbacks of the prior art, providing a kind of intelligent quality inspection system
System；
Additionally provide a kind of intelligent quality detecting method.
The technical solution adopted by the present invention to solve the technical problems is:
Construct a kind of intelligent quality inspection system, wherein including ASR AM access module, management backstage, scheduling backstage and text detection
Module；
The ASR AM access module receives and processes recording text for docking with external ASR platform；
The text detection module, for the detected rule according to setting, to treated, the recording text is examined
It surveys；
The scheduling backstage, for calling the text detection module to treated automatically, recording text carries out text inspection
It surveys, automatically by containing Non-Compliance, treated that the corresponding detection data of the recording text is sent to the management backstage；
The management backstage, for showing the detection data received in visualization window.
Intelligence quality inspection system of the present invention, wherein the text detection module includes that detection unit, rule and policy are set
Order member and quality inspection item selecting unit；
The rule and policy setup unit, for being set to detected rule and strategy；
The quality inspection item selecting unit, for selecting quality inspection item；
The detection unit, for foundation detected rule and strategy, according to the record to treated of the quality inspection item of selection
Sound text is detected.
Intelligence quality inspection system of the present invention, wherein the text detection unit is provided with for carrying out the selection of quality inspection item
Web interface.
Intelligence quality inspection system of the present invention, wherein the detected rule is based on natural language processing, by keyword
Exact matching, statement similarity, words person is intended to and Emotion identification mode carries out detection identification.
Intelligence quality inspection system of the present invention, wherein the detected rule includes service awareness, business norms and violation
Behavior.
Intelligence quality inspection system of the present invention, wherein the service awareness is corresponding with tone attitude difference and working attitude
The quality inspection item of difference；The business norms are corresponding with slow positioning problems speed, business answer mistake, common procedure and execute mistake, throw
Tell the quality inspection item of non-typing and service class leakage information；The unlawful practice, which is corresponding with, abuses user, malice on-hook and long-time
The quality inspection item of user is not replied.
Intelligence quality inspection system of the present invention, wherein the ASR AM access module carries out the recording text received
Transcription sends it to the text detection module at the identifiable text file of text detection module.
A kind of intelligence quality detecting method, according to above-mentioned intelligent quality inspection system, its implementation is as follows:
Step 1: ASR AM access module is docked with outside ASR platform, by the speech text transcription received at text
Detection module can recognize text file；
Step 2: the recognizable text file is sent to the text detection module by the scheduling backstage；
Step 3: the text detection module is according to the detected rule set, to treated, the recording text is examined
It surveys；
Step 4: scheduling backstage will contain Non-Compliance treated the corresponding detection of the recording text automatically
Data are sent to management backstage；
Step 5: the management backstage shows the detection data received in visualization window.
Intelligence quality detecting method of the present invention, wherein the text detection module includes that detection unit, rule and policy are set
Order member and quality inspection item selecting unit；
The rule and policy setup unit, for being set to detected rule and strategy；
The quality inspection item selecting unit, for selecting quality inspection item；
The detection unit, for according to detected rule and strategy, according to selection quality inspection item to the recording text into
Row detection.
Intelligence quality detecting method of the present invention, wherein the detected rule is based on natural language processing, by keyword
Exact matching, statement similarity, words person is intended to and Emotion identification mode carries out detection identification.
The beneficial effects of the present invention are: ASR AM access module is docked with outside ASR platform, the voice that will be received
Text transcription can recognize text file at text detection module, and recognizable text file is sent to text detection mould by scheduling backstage
Block, text detection module detect recognizable text file according to the detected rule of setting, and scheduling backstage will be contained automatically
The corresponding detection data of recognizable text file of Non-Compliance is sent to management backstage, the testing number that management backstage will receive
It shows according in visualization window, convenient for being docked with a variety of ASR channels, customer service is monitored automatically, customization
Quality inspection rule can flexibly adapt to different industries and different enterprise demands, significantly reduce quality inspection cost and operation difficulty.
Detailed description of the invention
In order to more clearly explain the embodiment of the invention or the technical proposal in the existing technology, below in conjunction with attached drawing and reality
Applying example, the invention will be further described, and the accompanying drawings in the following description is only section Example of the invention, for this field
For those of ordinary skill, without creative efforts, it can also be obtained according to these attached drawings other accompanying drawings:
Fig. 1 is the intelligent quality inspection system functional block diagram of present pre-ferred embodiments；
Fig. 2 is the intelligent quality detecting method flow chart of present pre-ferred embodiments.
Specific embodiment
In order to keep the purposes, technical schemes and advantages of the embodiment of the present invention clearer, implement below in conjunction with the present invention
Technical solution in example carries out clear, complete description, it is clear that and described embodiment is section Example of the invention, and
It is not all of embodiment.Based on the embodiment of the present invention, those of ordinary skill in the art are not before making the creative labor
Every other embodiment obtained is put, protection scope of the present invention is belonged to.
The intelligent quality inspection system of present pre-ferred embodiments, as shown in Figure 1, include ASR AM access module 1, management backstage 2,
Scheduling backstage 3 and text detection module 4；
ASR AM access module 1 receives and processes recording text for docking with external ASR platform；
Text detection module 4, for the detected rule according to setting, to treated, recording text is detected；
Scheduling backstage 3, for calling text detection module 4 to treated automatically, recording text carries out text detection, from
It is dynamic by containing Non-Compliance, treated that the corresponding detection data of recording text is sent to management backstage 2；
Management backstage 2, for showing the detection data received in visualization window；
ASR AM access module 1 is docked with outside ASR platform, by the speech text transcription received at text detection mould
Block 4 can recognize text file, and recognizable text file is sent to text detection module 4, text detection module 4 by scheduling backstage 3
Detected rule according to setting can recognize that text file is detected, and scheduling backstage 3 is automatically by can recognize containing Non-Compliance
The corresponding detection data of text file is sent to management backstage 2, and management backstage 2 is by the detection data received in visualization window
It has been shown that, convenient for being docked with a variety of ASR channels, is automatically monitored customer service, and the quality inspection rule of customization being capable of spirit
Adaptation different industries and different enterprise demands living, significantly reduce quality inspection cost and operation difficulty.
Preferably, text detection module 4 includes detection unit 40, rule and policy setup unit 41 and quality inspection item selecting unit
42；
Rule and policy setup unit 41, for being set to detected rule and strategy；
Quality inspection item selecting unit 42, for selecting quality inspection item；
Detection unit 40, for according to detected rule and strategy, according to the quality inspection item of selection to treated recording text
It is detected；
Facilitate the input and amendment of detected rule and strategy, confrontation pick item is selected, and flexibility is high.
Preferably, text detection unit is provided with the web interface for carrying out the selection of quality inspection item.
Preferably, detected rule is based on natural language processing, anticipates by keyword exact matching, statement similarity, words person
Figure and Emotion identification mode carry out detection identification.
Preferably, detected rule includes service awareness, business norms and unlawful practice.
Preferably, service awareness is corresponding with the quality inspection item of tone attitude difference and working attitude difference；Business norms, which are corresponding with, asks
Topic locating speed is slow, business answer is wrong, common procedure executes mistake, the quality inspection of the non-typing of complaint and service class leakage information
?；Unlawful practice, which is corresponding with, abuses user, malice on-hook and the quality inspection item for not replying user for a long time.
Preferably, ASR AM access module carries out transcription into the identifiable text of text detection module to the recording text received
This document, and send it to text detection module；Convenient for easily being docked with various forms of ASR platforms by all kinds of means.
A kind of intelligence quality detecting method, according to above-mentioned intelligent quality inspection system, as shown in Fig. 2, its implementation is as follows:
S01:ASR AM access module is docked with outside ASR platform, by the speech text transcription received at text detection
Module can recognize text file；
S02: recognizable text file is sent to text detection module by scheduling backstage；
S03: according to the detected rule set, to treated, recording text detects text detection module；
S04: scheduling backstage is automatically by containing Non-Compliance, treated that the corresponding detection data of recording text is sent to
Management backstage；
S05: management backstage shows the detection data received in visualization window；
Convenient for being docked with a variety of ASR channels, customer service is monitored automatically, the quality inspection rule of customization can
It is flexible to adapt to different industries and different enterprise demands, significantly reduce quality inspection cost and operation difficulty
Preferably, text detection module includes detection unit, rule and policy setup unit and quality inspection item selecting unit；
Rule and policy setup unit, for being set to detected rule and strategy；
Quality inspection item selecting unit, for selecting quality inspection item；
Detection unit, for being detected to recording text according to the quality inspection item of selection according to detected rule and strategy；
Facilitate the input and amendment of detected rule and strategy, confrontation pick item is selected, and flexibility is high.
Preferably, detected rule is based on natural language processing, anticipates by keyword exact matching, statement similarity, words person
Figure and Emotion identification mode carry out detection identification.
It should be understood that for those of ordinary skills, it can be modified or changed according to the above description,
And all these modifications and variations should all belong to the protection domain of appended claims of the present invention.
Claims (10)
1. a kind of intelligence quality inspection system, which is characterized in that including ASR AM access module, management backstage, scheduling backstage and text detection
Module；
The ASR AM access module receives and processes recording text for docking with external ASR platform；
The text detection module, for the detected rule according to setting, to treated, the recording text is detected；
The scheduling backstage, for calling the text detection module to treated automatically, recording text carries out text detection,
Automatically by containing Non-Compliance, treated that the corresponding detection data of the recording text is sent to the management backstage；
The management backstage, for showing the detection data received in visualization window.
2. intelligence quality inspection system according to claim 1, which is characterized in that the text detection module includes that detection is single
Member, rule and policy setup unit and quality inspection item selecting unit；
The rule and policy setup unit, for being set to detected rule and strategy；
The quality inspection item selecting unit, for selecting quality inspection item；
The detection unit, for according to detected rule and strategy, the recording to be literary to treated according to the quality inspection item of selection
This is detected.
3. intelligence quality inspection system according to claim 2, which is characterized in that the text detection unit is provided with for carrying out
The web interface of quality inspection item selection.
4. intelligence quality inspection system according to claim 2, which is characterized in that the detected rule is based at natural language
Reason is intended to by keyword exact matching, statement similarity, words person and Emotion identification mode carries out detection identification.
5. intelligence quality inspection system according to claim 2, which is characterized in that the detected rule includes service awareness, industry
Business specification and unlawful practice.
6. intelligence quality inspection system according to claim 5, which is characterized in that it is poor that the service awareness is corresponding with tone attitude
With the quality inspection item of working attitude difference；The business norms are corresponding with slow positioning problems speed, business answer mistake, common procedure and hold
Row mistake, the quality inspection item for complaining non-typing and service class leakage information；The unlawful practice, which is corresponding with, abuses user, malice on-hook
The quality inspection item of user is not replied for a long time.
7. intelligence quality inspection system according to claim 1, which is characterized in that the ASR AM access module, the record to receiving
Sound text carries out transcription into the identifiable text file of text detection module, and sends it to the text detection mould
Block.
8. a kind of intelligence quality detecting method, -7 any intelligent quality inspection system according to claim 1, which is characterized in that realize
Method is as follows:
Step 1: ASR AM access module is docked with outside ASR platform, by the speech text transcription received at text detection
Module can recognize text file；
Step 2: the recognizable text file is sent to the text detection module by the scheduling backstage；
Step 3: the text detection module is according to the detected rule set, to treated, the recording text is detected；
Step 4: scheduling backstage will contain Non-Compliance treated the corresponding detection data of the recording text automatically
It is sent to management backstage；
Step 5: the management backstage shows the detection data received in visualization window.
9. intelligence quality detecting method according to claim 8, which is characterized in that the text detection module includes that detection is single
Member, rule and policy setup unit and quality inspection item selecting unit；
The rule and policy setup unit, for being set to detected rule and strategy；
The quality inspection item selecting unit, for selecting quality inspection item；
The detection unit, for being examined to the recording text according to the quality inspection item of selection according to detected rule and strategy
It surveys.
10. intelligence quality detecting method according to claim 9, which is characterized in that the detected rule is based at natural language
Reason is intended to by keyword exact matching, statement similarity, words person and Emotion identification mode carries out detection identification.
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| CN110324499A (en) * | 2019-07-09 | 2019-10-11 | 优估（上海）信息科技有限公司 | A kind of monitoring method of voice communication, apparatus and system |
| CN111147669A (en) * | 2019-12-30 | 2020-05-12 | 科讯嘉联信息技术有限公司 | Full real-time automatic service quality inspection system and method |
| CN111405128A (en) * | 2020-03-24 | 2020-07-10 | 中国—东盟信息港股份有限公司 | Call quality inspection system based on voice-to-text conversion |
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| CN107333014A (en) * | 2017-06-29 | 2017-11-07 | 上海澄美信息服务有限公司 | A kind of intelligence recording quality inspection system |
| CN108763499A (en) * | 2018-05-30 | 2018-11-06 | 平安科技（深圳）有限公司 | Calling quality detecting method, device, equipment and storage medium based on intelligent sound |
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| CN102456344A (en) * | 2010-10-22 | 2012-05-16 | 中国电信股份有限公司 | System and method for analyzing customer behavior characteristic based on speech recognition technique |
| CN107333014A (en) * | 2017-06-29 | 2017-11-07 | 上海澄美信息服务有限公司 | A kind of intelligence recording quality inspection system |
| CN108763499A (en) * | 2018-05-30 | 2018-11-06 | 平安科技（深圳）有限公司 | Calling quality detecting method, device, equipment and storage medium based on intelligent sound |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN110324499A (en) * | 2019-07-09 | 2019-10-11 | 优估（上海）信息科技有限公司 | A kind of monitoring method of voice communication, apparatus and system |
| CN111147669A (en) * | 2019-12-30 | 2020-05-12 | 科讯嘉联信息技术有限公司 | Full real-time automatic service quality inspection system and method |
| CN111405128A (en) * | 2020-03-24 | 2020-07-10 | 中国—东盟信息港股份有限公司 | Call quality inspection system based on voice-to-text conversion |
| CN111405128B (en) * | 2020-03-24 | 2022-02-18 | 中国—东盟信息港股份有限公司 | Call quality inspection system based on voice-to-text conversion |
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Application publication date: 20190604 |