CN110135669A - A kind of service quality inspection management method and system - Google Patents
A kind of service quality inspection management method and system Download PDFInfo
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Abstract
The invention discloses a kind of service quality inspection management methods, comprising the following steps: obtains the audio of service process, video recording, service conversation text and the server log of service whole process；Audio file passes through speech recognition engine after pretreatment and carries out processing analysis acquisition audio full text translation text and structured parameter；For the full text translation text and service conversation text after identification, is serviced by semantic analysis and carry out comprehensive analysis processing；Automatic scoring is carried out to all parameters obtained before according to by quality inspection administrator automatic scoring rule template predetermined；Complete detection is carried out according to video recording, server log, audio and service conversation text based on appraisal result and finds out advantage or problem present in service；Also disclose service quality management system.By in conjunction with voice data, being seen when listening, user being helped to evolve from traditional voice quality inspection as the visualization quality inspection that both pictures and texts are excellent to customer service desktop behavior video recording, operation text interception.
Description
Technical field
The present invention relates to electronic information field more particularly to a kind of service quality inspection management method and systems.
Background technique
Current, service centre of the call center as enterprise, Customer Relationship Management Center, or referred to as customer relationship is tieed up
It is center, the quality of service provided is particularly important, and the service quality for guaranteeing that each seat represents is exactly in service companies
Image and interests are a rings important in call center's field management work links.Under normal conditions, quality inspection personnel is arranged
Quality inspection is carried out by the calling record represented to seat, is a kind of widely used management assessment method, is call center's control
The effective means of service quality.But recording substance and limited quality inspection personnel in view of call center's magnanimity, quality inspection range
It is all generally confined to a small amount of random inspection, covering surface is few, and specific aim is poor, it is not easy to find particular problem.
Summary of the invention
In view of presently, there are above-mentioned deficiency, the present invention provides a kind of service quality inspection management method and system, can help
User evolves from traditional voice quality inspection as the visualization quality inspection that both pictures and texts are excellent.
In order to achieve the above objectives, the embodiment of the present invention adopts the following technical scheme that
A kind of service quality inspection management method, the service quality inspection management method the following steps are included:
Obtain the audio of service process, video recording, service conversation text and the server log of service whole process；
Audio file pass through after pretreatment speech recognition engine carry out processing analysis obtain audio full text translation text and
Structured parameter；
For the full text translation text and service conversation text after identification, is serviced and carried out at comprehensive analysis by semantic analysis
Reason；
All parameters obtained before are carried out certainly according to by quality inspection administrator automatic scoring rule template predetermined
Dynamic scoring；
Complete detection is carried out according to video recording, server log, audio and service conversation text based on appraisal result and finds out clothes
Advantage present in business or problem.
According to one aspect of the present invention, the whole video recording of the audio for obtaining service process, service, service conversation text
This includes: that all customer service operating process provide whole sessions video recording with server log, and all service conversation operation offers are detailed
Content of text is operated, by integrated interface, by certain time interval, the voice text of full dose is obtained from the recording system of user
Part and recording index record are directed into quality inspection system and are used as to quality inspection recording data pond, capture server log.
According to one aspect of the present invention, the audio file passes through speech recognition engine after pretreatment and carries out processing point
Analysis obtains audio full text translation text and structured parameter includes: the characteristic according to speech recognition engine, carries out to recording file
After pretreatment prepares, recording file is imported into speech recognition engine and carries out processing analysis, after being handled by speech recognition engine
Two class key parameters can be got, are the full text translation text of most important calling record first, what is secondly obtained is
Structured parameter.
According to one aspect of the present invention, the full text translation text and service conversation text for after identification passes through
It includes: according to classification keyword predetermined, by content of text label Shang pair that semantic analysis service, which carries out comprehensive analysis processing,
The class label answered, and record the quantity of all kinds of distinguishing labels.
According to one aspect of the present invention, the service quality inspection management method includes: by a variety of integrated interfaces from third
Automatic grading parameters are obtained in method, system for quality inspection administrator for defining automatic scoring rule template.
It is described that meeting according to video recording, server log, audio and is serviced based on appraisal result according to one aspect of the present invention
Words text carry out complete detection find out advantage or problem present in service include: quickly position by server log record a video and
Recording and session text, further according to appraisal result, targetedly the problem of detection service process or in service process
Outstanding representation.
According to one aspect of the present invention, the service quality inspection management method includes: manually to be taken out for appraisal result
Inspection and employee state reconsideration.
A kind of service quality management system, the service quality management system include:
Data acquisition module, video recording, service conversation text and the service of audio, service whole process for obtaining service process
Device log；
Audio processing modules carry out processing analysis acquisition for audio file to be passed through to speech recognition engine after pretreatment
Audio full text translation text and structured parameter；
Comprehensive analysis module, for passing through semantic analysis for the full text translation text and service conversation text after identification
Service carries out comprehensive analysis processing；
Automatic scoring module, for according to by quality inspection administrator automatic scoring rule template predetermined to obtaining before
All parameters carry out automatic scoring；
Quality inspection management module, for based on appraisal result according to video recording, server log, audio and service conversation text into
Row complete detection finds out advantage or problem present in service.
According to one aspect of the present invention, the data acquisition module includes that a variety of integrated interfaces are obtained from third party system
Data.
According to one aspect of the present invention, the service quality management system includes: rechecking module, for for scoring knot
Fruit is manually inspected by random samples and employee states reconsideration.
The advantages of present invention is implemented: service quality inspection management method of the present invention, comprising the following steps: acquisition serviced
The audio of journey, service whole video recording, service conversation text and server log；Audio file is known by voice after pretreatment
Other engine carries out processing analysis and obtains audio full text translation text and structured parameter；For identification after full text translation text and
Service conversation text is serviced by semantic analysis and carries out comprehensive analysis processing；According to predetermined automatic by quality inspection administrator
Code of points template carries out automatic scoring to all parameters obtained before；Based on appraisal result according to video recording, server log,
Audio and service conversation text carry out complete detection and find out advantage or problem present in service；The development at this stage made full use of
Rapid speech recognition and speech analysis techniques, technological means are combined with traditional regulatory requirement, recording before solving
The problem of quality inspection low efficiency, specific aim difference, can help call center management personnel it is more convenient, objectively to seat represent into
Row overall merit improves the service level of call center, has good project prospect and dissemination；By to customer service desktop
Behavior video recording, operation text interception, in conjunction with voice data, see when listening, to provide multi-data source, visualization, big data
Change quality inspection platform；Figure video recording and reduction, it is true intuitive, it should be readily appreciated that；Log capture solve video recording not can search for, asking of alerting
Topic；It helps user from the visualization quality inspection that traditional voice quality inspection evolution is that both pictures and texts are excellent, is added to operation record for customer service quality inspection
Screen and operation log dimension, operation log can help to solve the problems, such as that video can not retrieve or in not restoration and reuse
In the case of, analyze business and user behavior；Voice and video is played simultaneously, has more intuitive cognition to the quality of customer service
And judgement.
Detailed description of the invention
It to describe the technical solutions in the embodiments of the present invention more clearly, below will be to needed in the embodiment
Attached drawing is briefly described, it should be apparent that, drawings in the following description are only some embodiments of the invention, for ability
For the those of ordinary skill of domain, without creative efforts, it can also be obtained according to these attached drawings other attached
Figure.
Fig. 1 is a kind of service quality inspection management method schematic diagram of the present invention.
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, it is obtained by those of ordinary skill in the art without making creative efforts every other
Embodiment shall fall within the protection scope of the present invention.
As shown in Figure 1, a kind of service quality inspection management method, the service quality inspection management method the following steps are included:
Step S1: the audio of service process, video recording, service conversation text and the server log of service whole process are obtained；
The audio for obtaining service process, service whole video recording, service conversation text and server log include: institute
There is customer service operating process to provide whole session video recording, all service conversation operations provide operation content of text in detail, by integrated
Interface, by certain time interval, the voice document and recording index record that full dose is obtained from the recording system of user are led
Enter to quality inspection system and is used as to quality inspection recording data pond, capture server log.
Step S2: audio file passes through speech recognition engine after pretreatment and carries out processing analysis acquisition audio full text translation
Text and structured parameter；
The audio file passes through speech recognition engine after pretreatment and carries out processing analysis acquisition audio full text translation text
It originally include: the characteristic according to speech recognition engine with structured parameter, after carrying out pretreatment preparation to recording file, by recording text
Part imported into speech recognition engine and carries out processing analysis, and two class keys ginseng can be got after handling by speech recognition engine
Number is the full text translation text of most important calling record first, and what is secondly obtained is some structured parameters.
Step S3: it for the full text translation text and service conversation text after identification, is carried out by semantic analysis service comprehensive
Close analysis processing；
The full text translation text and service conversation text for after identification, carries out comprehensive point by semantic analysis service
Analysis processing includes: content of text to be marked upper corresponding class label, and record all kinds of according to classification keyword predetermined
The quantity of distinguishing label.
Step S4: according to by quality inspection administrator automatic scoring rule template predetermined to all parameters obtained before
Carry out automatic scoring；
Can include: automatic grading parameters are obtained from third party system by a variety of integrated interfaces is used for for quality inspection administrator
Define automatic scoring rule template.
It devises a variety of integrated interfaces and obtains automatic grading parameters from third party system.It is substantially carried out integrated third party
System includes CTI system and performance systems, and available such as average call duration, call retain number, lead to from CTI system
Words retain the traffic data such as duration, call switching number；And performance systems are also available important to satisfaction evaluation etc.
Parameter.Together, it is fixed to be used for for quality inspection administrator for the parameter that the parameter of all these integrated acquisitions can be obtained with speech recognition
Adopted " automatic scoring rule template ".In this way, the result of automatic scoring will be more objective and accurate.
Step S5: complete detection is carried out according to video recording, server log, audio and service conversation text based on appraisal result
Find out advantage or problem present in service.
It is described to be looked for based on appraisal result according to video recording, server log, audio and service conversation text progress complete detection
Advantage present in service or problem include: that video recording and recording and session text, then root are quickly positioned by server log out
According to appraisal result, targetedly outstanding representation the problem of detection service process or in service process.
In practical applications, the service quality inspection management method may also include that for appraisal result carry out artificial sampling observation with
And employee states reconsideration.
Artificial sampling observation process refers on the basis of automatic quality inspection scoring, then assists manually to inspect by random samples and employee's statement is multiple
Process is discussed, the increase of these assisting workflows not only can utmostly ensure the accuracy of automatic quality inspection, and inspect by random samples in setting
The dialog context and classification relevant parameter got before can flexibly retrieving when regular by speech recognition analysis, greatly mentions
The high specific aim of artificial sampling observation can veritably help Quality Inspector to pay close attention to and handle that active calls center is mostly important to ask
Topic.
In practical applications, for audio identification part, there can be following implementation steps:
Step 1,
Intelligent quality inspection system obtains full dose from the recording system of user by certain time interval by integrated interface
Voice document and recording index record be directed into quality inspection system be used as " to quality inspection recording data pond "；
Step 2,
According to the characteristic of speech recognition engine, such as " code conversion " is carried out to recording file, the pre- place such as " sound channel merging "
After reason prepares, recording file is imported into speech recognition engine and carries out processing analysis；
Step 3,
After being handled by speech recognition engine, intelligent quality inspection system can get two class key parameters.It is most heavy first
The full text for the calling record wanted translates text, this is the basis for carrying out intelligent automatic scoring；Secondly what is obtained is some structurings
Parameter specifically includes that average word speed, mute duration, mute accounting, robs words duration, robs words accounting.Rule of thumb, these parameters
Also there is very important booster action for the service quality that evaluation seat represents, therefore our conjunction extensive region intelligence quality inspection management is flat
Platform software can directly record these auxiliary parameters, and the automatic scoring later the step of in directly use.
Step 4,
Text is translated for the full text after identification, can be serviced by semantic analysis and carry out comprehensive analysis processing.In simple terms,
The service is similar to a keyword search engine, and user can preset several " classifications " according to actual business needs,
And it is corresponding " category keywords " to define the category；In this way, in the event of the keyword, intelligent quality inspection in translation text
System can by this calling record plus one should the label of " classification " then carry out counting statistics if there is multiple.Finally,
The calling record can be labeled as plurality of classes according to its actual content, and also include the counting of classification.Common intelligence is commented
Point reference category includes:
Deduction item:
Opening Sentences do not follow；
Conclusion does not follow；
Key words art does not follow；
Use taboo language；
Client complains；
Bonus point item:
Attempt the sales opportunnities of xx product；
Realize that phone solves for the first time；
Step 5,
Last the step is exactly system according to right by quality inspection administrator " automatic scoring rule template " predetermined
All parameters obtained before carry out automatic scoring.Ideally, each recording can all have obtaining for an automatic quality inspection
It is divided into achievement.
By above-mentioned several steps, we can smoothly realize the automatic function of quality control of full dose, it is ensured that seat represents
All calling records all can effectively be analyzed, can according to the specific management of call center requirement obtain objective assessment.
A kind of service quality management system, the service quality management system include:
Data acquisition module, video recording, service conversation text and the service of audio, service whole process for obtaining service process
Device log；
Audio processing modules carry out processing analysis acquisition for audio file to be passed through to speech recognition engine after pretreatment
Audio full text translation text and structured parameter；
Comprehensive analysis module, for passing through semantic analysis for the full text translation text and service conversation text after identification
Service carries out comprehensive analysis processing；
Automatic scoring module, for according to by quality inspection administrator automatic scoring rule template predetermined to obtaining before
All parameters carry out automatic scoring；
Quality inspection management module, for based on appraisal result according to video recording, server log, audio and service conversation text into
Row complete detection finds out advantage or problem present in service.
The data acquisition module may also include a variety of integrated interfaces and obtain data from third party system.
The service quality management system may also include that rechecking module, for for appraisal result carry out artificial sampling observation with
And employee states reconsideration.
The advantages of present invention is implemented: service quality inspection management method of the present invention, comprising the following steps: acquisition serviced
The audio of journey, service whole video recording, service conversation text and server log；Audio file is known by voice after pretreatment
Other engine carries out processing analysis and obtains audio full text translation text and structured parameter；For identification after full text translation text and
Service conversation text is serviced by semantic analysis and carries out comprehensive analysis processing；According to predetermined automatic by quality inspection administrator
Code of points template carries out automatic scoring to all parameters obtained before；Based on appraisal result according to video recording, server log,
Audio and service conversation text carry out complete detection and find out advantage or problem present in service；The development at this stage made full use of
Rapid speech recognition and speech analysis techniques, technological means are combined with traditional regulatory requirement, recording before solving
The problem of quality inspection low efficiency, specific aim difference, can help call center management personnel it is more convenient, objectively to seat represent into
Row overall merit improves the service level of call center, has good project prospect and dissemination；By to customer service desktop
Behavior video recording, operation text interception, in conjunction with voice data, see when listening, to provide multi-data source, visualization, big data
Change quality inspection platform；Figure video recording and reduction, it is true intuitive, it should be readily appreciated that；Log capture solve video recording not can search for, asking of alerting
Topic；It helps user from the visualization quality inspection that traditional voice quality inspection evolution is that both pictures and texts are excellent, is added to operation record for customer service quality inspection
Screen and operation log dimension, operation log can help to solve the problems, such as that video can not retrieve or in not restoration and reuse
In the case of, analyze business and user behavior；Voice and video is played simultaneously, has more intuitive cognition to the quality of customer service
And judgement.
The above description is merely a specific embodiment, but scope of protection of the present invention is not limited thereto, any
Those skilled in the art is in technical scope disclosed by the invention, and any changes or substitutions that can be easily thought of, all answers
It is included within the scope of the present invention.Therefore, protection scope of the present invention should be with the scope of protection of the claims
It is quasi-.
Claims (10)
1. a kind of service quality inspection management method, which is characterized in that the service quality inspection management method the following steps are included:
Obtain the audio of service process, video recording, service conversation text and the server log of service whole process；
Audio file passes through speech recognition engine after pretreatment and carries out processing analysis acquisition audio full text translation text and structure
Change parameter；
For the full text translation text and service conversation text after identification, is serviced by semantic analysis and carry out comprehensive analysis processing；
All parameters obtained before are commented automatically according to by quality inspection administrator automatic scoring rule template predetermined
Point；
Complete detection is carried out according to video recording, server log, audio and service conversation text based on appraisal result to find out in service
The advantages of there are problems that or.
2. service quality inspection management method according to claim 1, which is characterized in that the audio for obtaining service process,
Service whole video recording, service conversation text and server log include: that all customer service operating process provide whole session video recording,
All service conversation operations provide operation content of text in detail, by integrated interface, by certain time interval, from the record of user
The voice document and recording index record that full dose is obtained in system for electrical teaching are directed into quality inspection system and are used as to quality inspection recording data pond,
Capture server log.
3. service quality inspection management method according to claim 1, which is characterized in that the audio file leads to after pretreatment
Cross speech recognition engine carry out processing analysis obtain audio full text translation text and structured parameter include: to be drawn according to speech recognition
Recording file after carrying out pretreatment preparation to recording file, is imported into speech recognition engine and carries out processing analysis by the characteristic held up,
Two class key parameters can be got after handling by speech recognition engine, be the full text translation of most important calling record first
Text, what is secondly obtained is some structured parameters.
4. service quality inspection management method according to claim 3, which is characterized in that the full text for after identification is translated
Text and service conversation text, being serviced by semantic analysis and carrying out comprehensive analysis processing includes: to be closed according to classification predetermined
Content of text is marked upper corresponding class label, and records the quantity of all kinds of distinguishing labels by keyword.
5. service quality inspection management method according to claim 1, which is characterized in that the service quality inspection management method packet
It includes: obtaining automatic grading parameters from third party system for quality inspection administrator for defining automatic scoring by a variety of integrated interfaces
Rule template.
6. service quality inspection management method according to claim 1, which is characterized in that the appraisal result that is based on is according to record
Picture, server log, audio and service conversation text carry out that complete detection finds out advantage present in service or problem includes: logical
It crosses server log and quickly positions video recording and recording and session text, further according to appraisal result, targetedly detection service mistake
Outstanding representation in the problem of journey or service process.
7. service quality inspection management method according to one of claims 1 to 6, which is characterized in that the service quality inspection management
Method include: manually inspected by random samples for appraisal result and employee would state reconsideration.
8. a kind of service quality management system, which is characterized in that the service quality management system includes:
Data acquisition module, for obtaining the audio of service process, video recording, service conversation text and the server day of service whole process
Will；
Audio processing modules carry out processing analysis acquisition audio for audio file to be passed through to speech recognition engine after pretreatment
Full text translation text and structured parameter；
Comprehensive analysis module, for passing through semantic analysis service for the full text translation text and service conversation text after identification
Carry out comprehensive analysis processing；
Automatic scoring module, for basis by quality inspection administrator automatic scoring rule template predetermined to the institute obtained before
There is parameter to carry out automatic scoring；
Quality inspection management module is complete for being carried out based on appraisal result according to video recording, server log, audio and service conversation text
Advantage or problem present in service are found out in face detection.
9. service quality management system according to claim 8, which is characterized in that the data acquisition module includes a variety of
Integrated interface obtains data from third party system.
10. service quality management system according to claim 8, which is characterized in that the service quality management system packet
Include: rechecking module, for being directed to, appraisal result is manually inspected by random samples and employee states reconsideration.
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| CN110705309A (en) * | 2019-09-19 | 2020-01-17 | 苏州思必驰信息科技有限公司 | Service quality evaluation method and system |
| CN110784603A (en) * | 2019-10-18 | 2020-02-11 | 深圳供电局有限公司 | Intelligent voice analysis method and system for offline quality inspection |
| CN110781676A (en) * | 2019-09-30 | 2020-02-11 | 腾讯科技（深圳）有限公司 | Text processing method, device and system, electronic equipment and storage medium |
| CN110866032A (en) * | 2019-11-14 | 2020-03-06 | 北京首汽智行科技有限公司 | Method for inspecting service quality of customer service personnel |
| 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 |
| CN111080109A (en) * | 2019-12-06 | 2020-04-28 | 中信银行股份有限公司 | Customer service quality evaluation method and device and electronic equipment |
| CN111263009A (en) * | 2020-01-17 | 2020-06-09 | 北京三快在线科技有限公司 | Quality inspection method, device, equipment and medium for telephone recording |
| CN111627461A (en) * | 2020-05-29 | 2020-09-04 | 平安医疗健康管理股份有限公司 | Voice quality inspection method and device, server and storage medium |
| TWI725577B (en) * | 2019-10-17 | 2021-04-21 | 中國信託商業銀行股份有限公司 | Intelligent voice information quality inspection method and system |
| CN112735421A (en) * | 2019-10-28 | 2021-04-30 | 北京京东尚科信息技术有限公司 | Real-time quality inspection method and device for voice call |
| CN112885332A (en) * | 2021-01-08 | 2021-06-01 | 天讯瑞达通信技术有限公司 | Voice quality inspection method, system and storage medium |
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| US20220351266A1 (en) * | 2019-09-25 | 2022-11-03 | Ai Speech Co., Ltd. | Customization platform and method for service quality evaluation product |
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