CN110147930A - Data statistical approach, device and storage medium based on big data analysis - Google Patents
Data statistical approach, device and storage medium based on big data analysis Download PDFInfo
- Publication number
- CN110147930A CN110147930A CN201910301823.0A CN201910301823A CN110147930A CN 110147930 A CN110147930 A CN 110147930A CN 201910301823 A CN201910301823 A CN 201910301823A CN 110147930 A CN110147930 A CN 110147930A
- Authority
- CN
- China
- Prior art keywords
- score value
- voice
- negative emotions
- customer service
- mood
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000007405 data analysis Methods 0.000 title claims abstract description 23
- 238000013459 approach Methods 0.000 title claims abstract description 18
- 230000008451 emotion Effects 0.000 claims abstract description 121
- 230000036651 mood Effects 0.000 claims abstract description 81
- 230000014509 gene expression Effects 0.000 claims abstract description 59
- 238000000034 method Methods 0.000 claims abstract description 34
- 238000012544 monitoring process Methods 0.000 claims abstract description 22
- 238000004590 computer program Methods 0.000 claims description 15
- 238000012549 training Methods 0.000 claims description 5
- 238000012546 transfer Methods 0.000 abstract description 7
- 238000004458 analytical method Methods 0.000 description 15
- 238000012545 processing Methods 0.000 description 8
- 238000010586 diagram Methods 0.000 description 6
- 230000006870 function Effects 0.000 description 5
- 230000008859 change Effects 0.000 description 3
- 238000011156 evaluation Methods 0.000 description 3
- 230000006872 improvement Effects 0.000 description 3
- 230000008569 process Effects 0.000 description 3
- 238000004891 communication Methods 0.000 description 2
- 235000013399 edible fruits Nutrition 0.000 description 2
- 230000000694 effects Effects 0.000 description 2
- 238000010295 mobile communication Methods 0.000 description 2
- 238000000926 separation method Methods 0.000 description 2
- 230000003068 static effect Effects 0.000 description 2
- 238000007619 statistical method Methods 0.000 description 2
- 206010016322 Feeling abnormal Diseases 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 238000005192 partition Methods 0.000 description 1
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06398—Performance of employee with respect to a job function
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
- G06Q30/0613—Third-party assisted
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
- G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
- G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
Landscapes
- Business, Economics & Management (AREA)
- Engineering & Computer Science (AREA)
- Human Resources & Organizations (AREA)
- Strategic Management (AREA)
- Economics (AREA)
- Development Economics (AREA)
- Physics & Mathematics (AREA)
- Educational Administration (AREA)
- Entrepreneurship & Innovation (AREA)
- Theoretical Computer Science (AREA)
- Marketing (AREA)
- Finance (AREA)
- Accounting & Taxation (AREA)
- Health & Medical Sciences (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Game Theory and Decision Science (AREA)
- Tourism & Hospitality (AREA)
- Child & Adolescent Psychology (AREA)
- General Health & Medical Sciences (AREA)
- Hospice & Palliative Care (AREA)
- Psychiatry (AREA)
- Computational Linguistics (AREA)
- Signal Processing (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Human Computer Interaction (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Quality & Reliability (AREA)
- Operations Research (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The present invention provides a kind of data statistical approach based on big data analysis, device and storage medium, this method comprises: receive the voice of first object user, passes through voice mood model and obtains negative emotions score value with the voice match of the first object user；Displaying and the matched expression of negative emotions score value, in order to which first object user adjusts current mood according to expression；The delta data of real-time monitoring negative emotions score value, counts and shows delta data.By the voice for receiving customer service, and the negative emotions score value of acquisition and the voice match of customer service, the matched expression of negative emotions score value is shown to customer service, allow the user to intuitively recognize whether the negative emotions score value of oneself is relatively high according to expression, and real-time perfoming adjusts the negative emotions of oneself, by the delta data of real-time monitoring customer service negative emotions score value, in order to evaluate the customer service, it avoids and transfers a certain section of customer service recording in the prior art, then listen to the cumbersome of recording.
Description
Technical field
The present embodiments relate to technical field of data processing more particularly to a kind of data statistics based on big data analysis
Method, apparatus and storage medium.
Background technique
E-commerce existent value is exactly to allow consumer by network shopping on the web, online payment, save client with
The time of enterprise and space, substantially increase trading efficiency, especially for the busy office worker that works, also largely save its treasured
Your time.In the 21 century of consumer information diversification, can by the Internet channel that stays indoors, as the micro- purchase of Baidu, Taobao,
The understandings local market merchandise newss such as new egg, then enjoy in-store shopping enjoyment again, have become consumer's habit.Phone visitor
Clothes are a kind of customer service work Internet-based, are the works that e-commerce development segments down to a certain extent
Kind, the work with traditional store shop-assistant is closely bound up similar to its salary and conditions and its sales achievement, as e-commerce operation team
For, the purpose of performance appraisal is not only intended merely to check and rate, it is often more important that feedback helps employee to promote working efficiency and energy
Power.
There are the following problems for the existing examination to phone customer service: the recording to customer service system is mainly one standby
Case when dissatisfied to customer service attitude if there is client, can just go to transfer customer service recording examination customer service.Existing voice customer service system
Can not implementing monitoring customer service attitude.
Summary of the invention
It is situated between the purpose of the embodiment of the present invention is that providing a kind of data statistical approach based on big data analysis, device and storage
Matter, it is of the existing technology for solving the problems, such as.
To achieve the above object, in a first aspect, the embodiment of the present invention provides a kind of data statistics based on big data analysis
Method, comprising:
The voice for receiving first object user obtains the voice with the first object user by voice mood model
The negative emotions score value matched；
Displaying and the matched expression of negative emotions score value, in order to which the first object user is according to the expression tune
Whole current mood；
The delta data of negative emotions score value described in real-time monitoring counts and shows the delta data.
Optionally, after acquisition with the negative emotions score value of the voice match of the first object user, the method
Further include:
Judge whether the negative emotions score value is more than or equal to preset threshold；
If so, being reminded, so that the first object user changes words art according to the prompting.
Optionally, to receive first object user voice before, the method also includes:
The service of the attitude and statistics customer service of voice customer service within a certain period of time is monitored by training multiple voice
Mood obtains voice mood model.
Optionally, the method also includes:
The voice mood data of first object user described in real-time statistics, and sent out in a manner of report in prefixed time interval
Supervision department is given, the voice mood data include negative emotions score value.
Optionally, the method also includes:
It monitors the voice of the second target user in real time, obtains the negative emotions with the voice match of second target user
Score value, according to art information if corresponding with the displaying of the negative emotions score value of the voice match of second target user.
Second aspect, the embodiment of the invention also provides a kind of data statistics device based on big data analysis, comprising:
Score value obtains module, for receiving the voice of first object user, is obtained and described the by voice mood model
The negative emotions score value of the voice match of one target user；
Expression display module, for displaying and the matched expression of negative emotions score value, in order to the first object
User adjusts current mood according to the expression；
Data statistics module counts for the delta data of negative emotions score value described in real-time monitoring and shows the change
Change data.
Optionally, after acquisition with the negative emotions score value of the voice match of the first object user, described device
Further include:
Judgment module, for judging whether the negative emotions score value is more than or equal to preset threshold；
Reminding module, for if so, being reminded, so that the first object user changes words according to the prompting
Art.
Optionally, described device further include:
Art display module is talked about, for monitoring the voice of the second target user in real time, is obtained with second target user's
The negative emotions score value of voice match, according to corresponding with the displaying of the negative emotions score value of the voice match of second target user
If art information.
The third aspect, to achieve the above object, the embodiment of the invention also provides a kind of computer equipments, including storage
Device, processor and storage on a memory and the computer program that can run on a processor, described in the processor execution
The step of above-mentioned data statistical approach based on big data analysis is realized when computer program.
Fourth aspect, to achieve the above object, the embodiment of the invention also provides a kind of computer readable storage medium,
On be stored with computer program, the computer program realizes the above-mentioned data system based on big data analysis when being executed by processor
The step of meter method.
Data statistical approach based on big data analysis, device and storage medium provided in an embodiment of the present invention, by connecing
The voice of customer service is received, and obtains the negative emotions score value with the voice match of customer service, shows the matching of negative emotions score value to customer service
Expression, allow the user to intuitively recognize whether the negative emotions score value of oneself relatively high according to expression, and real
When be adjusted oneself negative emotions, by the delta data of real-time monitoring customer service negative emotions score value, in order to the visitor
Clothes are evaluated, and are avoided and are transferred a certain section of customer service recording in the prior art, then listen to the cumbersome of recording.
The above method of the present embodiment by the ability of multiple voice mood monitor in real time the attitude of voice customer service with
And the service mood of statistical analysis customer service within a certain period of time；By the way that multiple voice mood is embedded into original voice customer service system
In the recording device of system, the analysis to voice is realized.Can facts analyzing voice mood be shown on the screen of customer service, when negative feelings
Thread score value is highlighted (such as general rise of prices of the stocks and other securities is shown) when larger, and customer service can adjust mood words art etc. accordingly to reach preferably service effect
Fruit；Supervisor can monitor the voice mood of all customer services, Added Management in real time.Voice mood can generate report and analysis in every month
As a result, report shows the negative rate of voice mood, there is period statistics, supervisor can check and rate the service scenario of customer service according to report, main
Pipe can also assess management work and product quality by report combination negative emotions Producing reason.System can also monitor visitor
The voice mood of family incoming call, Real-time Feedback instruct the services of customer service to customer service.System analyzes report to the mood of caller client
Table can analyze client to the satisfaction of product, do certain foundation for the improvement iteration of product.
Detailed description of the invention
It, below will be to embodiment party in order to illustrate more clearly of embodiments of the present invention or technical solution in the prior art
Formula or attached drawing needed to be used in the description of the prior art are briefly described.It should be evident that the accompanying drawings in the following description is only
It is merely exemplary, for those of ordinary skill in the art,
Under the premise of not making the creative labor, it can also be extended according to the attached drawing of offer and obtain other implementation attached drawings.
Fig. 1 is the flow chart for the data statistical approach based on big data analysis that one embodiment of the invention provides；
Fig. 2 be another embodiment of the present invention provides the data statistical approach based on big data analysis flow diagram；
Fig. 3 be another embodiment of the present invention provides the data statistical approach based on big data analysis flow diagram；
Fig. 4 is the structural schematic diagram for the flow sharing apparatus shown based on data that one embodiment of the invention provides；
Fig. 5 is the hardware structural diagram for the computer equipment that one embodiment of the invention provides.
Specific embodiment
In order to make the objectives, technical solutions, and advantages of the present invention clearer, with reference to the accompanying drawings and embodiments, right
The present invention is further elaborated.It should be appreciated that described herein, specific examples are only used to explain the present invention, not
For limiting the present invention.Based on the embodiments of the present invention, those of ordinary skill in the art are not before making creative work
Every other embodiment obtained is put, shall fall within the protection scope of the present invention.
Fig. 1 has used a kind of process signal of data statistical approach based on big data analysis provided in an embodiment of the present invention
Figure, as shown in Figure 1, method includes the following steps:
101, the voice for receiving first object user obtains the language with the first object user by voice mood model
The matched negative emotions score value of sound；
It the case where in order to clearly illustrate the embodiment of the present invention, is illustrated with customer service and client, wherein first object
User can be understood as customer service and the second following target users can be understood as client.
The negative emotions score value with the voice match of first object user is obtained, can be accomplished by the following way, example
Such as, the voice keyword for identifying first object user judges the corresponding commendation of keyword and derogatory sense degree score value, or identification
The intonation of the voice of first object user judges the negative emotions score value of intonation, can be defined in advance, according to commendation and
Derogatory sense degree score value, negative emotions score value are compared with the grade score value in score value grade, which grade judgement is in.
Negative emotions score value can be shown by diversified forms, such as score value grade, such as A, B, C, D grades etc., A grades of representatives
(1-25 divides), B grades of representatives (26-50 points), C grades of representatives (51-75 points), D grades of representatives (76-100 divides) or specific score value
Deng.It will be appreciated that score value is higher, to represent negative emotions higher, then it is assumed that customer service attitude is poor, needs to adjust speaking for oneself
Mood.
102, displaying and the matched expression of negative emotions score value, in order to which the first object user is according to the table
The whole current mood of sentiment；
It can be expression predetermined with the matched expression of negative emotions score value, such as according to score value tier definition
Four expressions, angry expression, ignition expression, anger expression etc..So that customer service after seeing the expression it can be learnt that oneself
Negative emotions, and being adjusted with the matched expression of negative emotions score value according to the score value of the negative emotions of oneself or displaying
Art if oneself.
If A grades are pleasant expressions, B grades are the expressions smiled, and C grades are angry expressions, and D grades are the expressions delivered, often
One score value section has expression corresponding with the score value section.
103, the delta data of negative emotions score value described in real-time monitoring counts and shows the delta data.
With customer service, art variation is changed negative emotions score value, can be counted and be opened up by curve situation
Show, which can be the statistics based on a period of time, for example, statistics one week, one month etc., which can arbitrarily adjust
Whole, the time segment length not counted to it is defined, in order to supervisor according to the curve of negative emotions score value either
Numerical value carries out evaluation and supervision to customer service.
Above-mentioned data statistical approach by receiving the voice of customer service, and obtains the negative emotions with the voice match of customer service
Score value shows the matched expression of negative emotions score value to customer service, allows the user to intuitively be recognized according to expression certainly
Whether oneself negative emotions score value is relatively high, and real-time perfoming adjusts the negative emotions of oneself, negative by real-time monitoring customer service
The delta data of mood score value avoids in order to evaluate the customer service and transfers a certain section of customer service recording in the prior art,
The cumbersome of recording is listened to again.
In one preferred embodiment, the method also includes:
The voice mood data of first object user described in real-time statistics, and sent out in a manner of report in prefixed time interval
Supervision department is given, the voice mood data include negative emotions score value.
The report of step statistics can be used as a dimension of examination, and can cooperate analysis clothes with existing client
Business qualitative data；Additionally by the mood report of customer service and client, a dimension of product customer satisfaction analysis is provided.
Prefixed time interval can be the one day interval in interval or 1 month interval once conversed,
It can be set according to the demand of supervision department, the present embodiment is not limited thereof.
Wherein, the present invention is not defined the form of report, can be form of icons, is also possible to the shape of digital table
Formula is also possible to the form etc. of curve, originally implements and is not defined to its specific form.
Certainly, in order to be felt bad in order to avoid there is customer service when supervision department supervises, the main reason is that because visitor
The case where feeling bad of family, in one preferred embodiment, the method also includes:
It monitors the voice of the second target user in real time, obtains the negative emotions with the voice match of second target user
Score value, according to art if corresponding with the displaying of the negative emotions score value of the voice match of second target user.
Generate in real time in this step mood analysis can real-time instruction customer service improve service quality.Additionally by monitoring the
On the one hand the voice of two target users can show art information if corresponding to, still further aspect to first object user, that is, customer service
Also one control can be had according to the mood situation of the second target user when the mood report to first object user.
This method carrys out art if comprehensive display is corresponded to customer service, avoids customer service by the voice and negative emotions score value of acquisition client
Negative emotions it is excessively high；It can also be shown simultaneously to supervision department, come the working attitude and achievement of Comprehensive Evaluation customer service.
Fig. 2 shows another embodiment of the present invention provides a kind of data statistical approach based on big data analysis process
Schematic diagram, as shown in Fig. 2, method includes the following steps:
201, the voice for receiving first object user obtains the language with the first object user by voice mood model
The matched negative emotions score value of sound；
202, judge whether the negative emotions score value is more than or equal to preset threshold, if so, thening follow the steps 203；Otherwise
Continue to execute step 201；
203, it is reminded, so that the first object user changes words art according to the prompting.
204, displaying and the matched expression of negative emotions score value, in order to which the first object user is according to the table
The whole current mood of sentiment；
205, the delta data of negative emotions score value described in real-time monitoring counts and shows the delta data.
In above-mentioned steps 202, such as preset threshold is 60 points, when negative emotions score value is more than or equal to 60 points, then
If display needs to adjust the tone on the interface for show customer service, and highlighted prompting, wherein prompting can there are many highlighted
Alerting pattern, for example, text is highlighted, expression is highlighted or other identifier is highlighted etc., the shape that the present embodiment is not highlighted it
Formula is defined.
It is reminded by highlighted, enables customer service timely to obtain mood prompting, to change words art as early as possible, improve user's
Satisfaction.
The embodiment obtains the negative emotions score value with the voice match of customer service by receiving the voice of customer service, to visitor
Clothes show the matched expression of negative emotions score value, allow the user to the negative feelings that oneself can be intuitively recognized according to expression
Whether thread score value is relatively high, and real-time perfoming adjusts the negative emotions of oneself, passes through real-time monitoring customer service negative emotions score value
Delta data avoids in order to evaluate the customer service and transfers a certain section of customer service recording in the prior art, then listen to recording
It is cumbersome.
In addition by judging the negative emotions score value of customer service in the present embodiment, then negative emotions score value is more than or equal in advance again
If when threshold value, being reminded, realize makes customer service adjust art if oneself according to negative emotions score value in real time.
Fig. 3 show another embodiment of the present invention provides a kind of data statistical approach based on big data analysis process
Schematic diagram, as shown in figure 3, method includes the following steps:
301, the attitude for monitoring voice customer service by training multiple voice and statistics customer service are within a certain period of time
Mood is serviced, voice mood model is obtained.
302, the voice for receiving first object user obtains the language with the first object user by voice mood model
The matched negative emotions score value of sound；
303, judge whether the negative emotions score value is more than or equal to preset threshold, if so, thening follow the steps 304；Otherwise
Continue to execute step 302；
304, it is reminded, so that the first object user changes words art according to prompting.
305, displaying and the matched expression of negative emotions score value, in order to which the first object user is according to the table
The whole current mood of sentiment；
306, the delta data of negative emotions score value described in real-time monitoring counts and shows the delta data.
By mass data training pattern in the present embodiment, make it possible to the mood by the model to first object user
The estimation for carrying out mood score value is more accurate.
In order to obtain with the negative emotions score value of the voice match of the first object user more in above-mentioned steps 301
Accurately, which passes through training voice mood model, can specifically pass through the keyword or language of the multiple language moods of acquisition
Gas is put into language mood model, is trained.Wherein include the language mood of multilingual in the language mood model, improves
The accuracy of the service mood of the current customer service of acquisition within a certain period of time.
The above method can monitor the attitude and statistics of voice customer service in real time by the ability of multiple voice mood
Analyze the service mood of customer service within a certain period of time；By the record for multiple voice mood being embedded into original voice customer service system
In mixer, the analysis to voice is realized.Can facts analyzing voice mood be shown on the screen of customer service, when negative emotions score value
It is highlighted when larger (such as general rise of prices of the stocks and other securities is shown), customer service can adjust mood words art etc. accordingly to reach better service effectiveness；It is main
Pipe can monitor the voice mood of all customer services, Added Management in real time.Voice mood can generate in every month report and analysis as a result,
Report shows the negative rate of voice mood, period statistics occurs, and supervisor can check and rate the service scenario of customer service according to report, and supervisor may be used also
To assess management work and product quality by report combination negative emotions Producing reason.System can also monitor caller client
Voice mood, Real-time Feedback instructs the services of customer service to customer service.System can be with to the mood analytical statement of caller client
Client is analyzed to the satisfaction of product, does certain foundation for the improvement iteration of product.
The method of above-described embodiment, realize generate in real time mood analysis can real-time instruction customer service improve service quality；
Statistical report form can be used as a dimension of examination, and can cooperate Analysis Service qualitative data with existing client；Pass through
The mood report of customer service and client provides a dimension of product customer satisfaction analysis.
Fig. 4 shows a kind of structural representation of data statistics device based on big data analysis provided in an embodiment of the present invention
Figure, as shown in figure 4, the device includes:
Score value obtain module 41, for receiving the voice of first object user, by voice mood model obtain with it is described
The negative emotions score value of the voice match of first object user；
It the case where in order to clearly illustrate the embodiment of the present invention, is illustrated with customer service and client, wherein first object
User can be understood as customer service and the second following target users can be understood as client.
The negative emotions score value with the voice match of first object user is obtained, can be accomplished by the following way, example
Such as, the voice keyword for identifying first object user judges the corresponding commendation of keyword and derogatory sense degree score value, or identification
The intonation of the voice of first object user judges the negative emotions score value of intonation, can be defined in advance, according to commendation and
Derogatory sense degree score value, negative emotions score value are compared with the grade score value in score value grade, which grade judgement is in.
Negative emotions score value can be shown by diversified forms, such as score value grade, such as A, B, C, D grades etc., A grades of representatives
(1-25 divides), B grades of representatives (26-50 points), C grades of representatives (51-75 points), D grades of representatives (76-100 divides) or specific score value
Deng.It will be appreciated that score value is higher, to represent negative emotions higher, then it is assumed that customer service attitude is poor, needs to adjust speaking for oneself
Mood.
Expression display module 42, for displaying and the matched expression of negative emotions score value, in order to first mesh
Mark user adjusts current mood according to the expression；
It can be expression predetermined with the matched expression of negative emotions score value, such as according to score value tier definition
Four expressions, angry expression, ignition expression, anger expression etc..So that customer service after seeing the expression it can be learnt that oneself
Negative emotions, and being adjusted with the matched expression of negative emotions score value according to the score value of the negative emotions of oneself or displaying
Art if oneself.
If A grades are pleasant expressions, B grades are the expressions smiled, and C grades are angry expressions, and D grades are the expressions delivered, often
One score value section has expression corresponding with the score value section.
Data statistics module 43 is counted and is shown described for the delta data of negative emotions score value described in real-time monitoring
Delta data.
With customer service, art variation is changed negative emotions score value, can be counted and be opened up by curve situation
Show, which can be the statistics based on a period of time, for example, statistics one week, one month etc., which can arbitrarily adjust
Whole, the time segment length not counted to it is defined, in order to supervisor according to the curve of negative emotions score value either
Numerical value carries out evaluation and supervision to customer service.
Above-mentioned data statistical approach by receiving the voice of customer service, and obtains the negative emotions with the voice match of customer service
Score value shows the matched expression of negative emotions score value to customer service, allows the user to intuitively be recognized according to expression certainly
Whether oneself negative emotions score value is relatively high, and real-time perfoming adjusts the negative emotions of oneself, negative by real-time monitoring customer service
The delta data of mood score value avoids in order to evaluate the customer service and transfers a certain section of customer service recording in the prior art,
The cumbersome of recording is listened to again.
In one preferred embodiment, it is obtaining and the negative emotions of the voice match of the first object user point
After value, described device further include:
Judgment module, for judging whether the negative emotions score value is more than or equal to preset threshold；
Reminding module, for if so, being reminded, so that the first object user changes words art according to prompting.
The embodiment obtains the negative emotions score value with the voice match of customer service by receiving the voice of customer service, to visitor
Clothes show the matched expression of negative emotions score value, allow the user to the negative feelings that oneself can be intuitively recognized according to expression
Whether thread score value is relatively high, and real-time perfoming adjusts the negative emotions of oneself, passes through real-time monitoring customer service negative emotions score value
Delta data avoids in order to evaluate the customer service and transfers a certain section of customer service recording in the prior art, then listen to recording
It is cumbersome.
In addition by judging the negative emotions score value of customer service in the device of the present embodiment, then negative emotions score value is greater than again
It when equal to preset threshold, is reminded, realize makes customer service adjust art if oneself according to negative emotions score value in real time.
In one preferred embodiment, described device further include:
Art display module is talked about, for monitoring the voice of the second target user in real time, is obtained with second target user's
The negative emotions score value of voice match, according to corresponding with the displaying of the negative emotions score value of the voice match of second target user
If art information.
The device of the present embodiment realize generate in real time mood analysis can real-time instruction customer service improve service quality；Statistics
Report can be used as a dimension of examination, and can cooperate Analysis Service qualitative data with existing client；Pass through customer service
With the mood report of client, a dimension of product customer satisfaction analysis is provided.
Compared with prior art, the distinguishing characteristics of this programme is by receiving the voice of customer service, and obtains the voice with customer service
Matched negative emotions score value shows the matched expression of negative emotions score value to customer service, and allowing the user to can be with according to expression
Intuitively recognize whether the negative emotions score value of oneself is relatively high, and real-time perfoming adjusts the negative emotions of oneself, passes through reality
When monitoring customer service negative emotions score value delta data avoid and transfer in the prior art in order to evaluate the customer service
A certain section of customer service recording, then listen to the cumbersome of recording.
The above-mentioned apparatus of the present embodiment by the ability of multiple voice mood monitor in real time the attitude of voice customer service with
And the service mood of statistical analysis customer service within a certain period of time；By the way that multiple voice mood is embedded into original voice customer service system
In the recording device of system, the analysis to voice is realized.Can facts analyzing voice mood be shown on the screen of customer service, when negative feelings
Thread score value is highlighted (such as general rise of prices of the stocks and other securities is shown) when larger, and customer service can adjust mood words art etc. accordingly to reach preferably service effect
Fruit；Supervisor can monitor the voice mood of all customer services, Added Management in real time.Voice mood can generate report and analysis in every month
As a result, report shows the negative rate of voice mood, there is period statistics, supervisor can check and rate the service scenario of customer service according to report, main
Pipe can also assess management work and product quality by report combination negative emotions Producing reason.System can also monitor visitor
The voice mood of family incoming call, Real-time Feedback instruct the services of customer service to customer service.System analyzes report to the mood of caller client
Table can analyze client to the satisfaction of product, do certain foundation for the improvement iteration of product.
The embodiment of the invention also provides a kind of computer equipment, including memory, processor and it is stored in memory
Computer program that is upper and can running on a processor, the processor are realized above-mentioned based on big when executing the computer program
The step of data statistical approach of data analysis.
A kind of computer equipment provided in this embodiment can such as execute the smart phone, tablet computer, notebook of program
Computer, desktop computer, rack-mount server, blade server, tower server or Cabinet-type server are (including independent
Server cluster composed by server or multiple servers) etc..The computer equipment 50 of the present embodiment includes at least but not
It is limited to: memory 51, the processor 52 of connection can be in communication with each other by system bus, as shown in Figure 5.It is pointed out that Fig. 5
The computer equipment 50 with component 51-52 is illustrated only, it should be understood that being not required for implementing all groups shown
Part, the implementation that can be substituted is more or less component.
In the present embodiment, memory 51 (i.e. readable storage medium storing program for executing) includes flash memory, hard disk, multimedia card, card-type memory
(for example, SD or DX memory etc.), random access storage device (RAM), static random-access memory (SRAM), read-only memory
(ROM), electrically erasable programmable read-only memory (EEPROM), programmable read only memory (PROM), magnetic storage, magnetic
Disk, CD etc..In some embodiments, memory 51 can be the internal storage unit of computer equipment 50, such as the calculating
The hard disk or memory of machine equipment 50.In further embodiments, memory 51 is also possible to the external storage of computer equipment 50
The plug-in type hard disk being equipped in equipment, such as the computer equipment 50, intelligent memory card (Smart Media Card, SMC), peace
Digital (Secure Digital, SD) card, flash card (Flash Card) etc..Certainly, memory 51 can also both include meter
The internal storage unit for calculating machine equipment 50 also includes its External memory equipment.In the present embodiment, memory 51 is commonly used in storage
It is installed on the operating system and types of applications software of computer equipment 50, such as the data-pushing device intermediate range in above-described embodiment
Sequence code etc..In addition, memory 51 can be also used for temporarily storing the Various types of data that has exported or will export.
Processor 52 can be in some embodiments central processing unit (Central Processing Unit, CPU),
Controller, microcontroller, microprocessor or other data processing chips.The processor 52 is commonly used in control computer equipment
50 overall operation.In the present embodiment, program code or processing data of the processor 52 for being stored in run memory 51,
To realize the data statistical approach based on big data analysis in above-described embodiment.
The computer equipment of the embodiment of the present invention can exist in a variety of forms, including but not limited to:
(1) mobile communication equipment: the characteristics of this kind of equipment is that have mobile communication function, and to provide speech, data
Communication is main target.This Terminal Type includes: smart phone (such as iPhone), multimedia handset, functional mobile phone and low
Hold mobile phone etc..
(2) super mobile personal computer equipment: this kind of equipment belongs to the scope of personal computer, there is calculating and processing function
Can, generally also have mobile Internet access characteristic.This Terminal Type includes: PDA, MID and UMPC equipment etc., such as iPad.
(3) portable entertainment device: this kind of equipment can show and play multimedia content.Such equipment include: audio,
Video player (such as iPod), handheld device, e-book and intelligent toy and portable car-mounted navigation equipment.
(4) server: providing the equipment of the service of calculating, and the composition of server includes that processor, hard disk, memory, system are total
Line etc., server is similar with general computer architecture, but due to needing to provide highly reliable service, in processing energy
Power, stability, reliability, safety, scalability, manageability etc. are more demanding.
(5) other have the electronic device for reminding transaction record function.
The apparatus embodiments described above are merely exemplary, wherein the unit as illustrated by the separation member
(module) may or may not be physically separated, and component shown as a unit may or may not be
Physical unit, it can it is in one place, or may be distributed over multiple network units.It can be according to the actual needs
Some or all of the modules therein is selected to achieve the purpose of the solution of this embodiment.
The present embodiment also provides a kind of computer readable storage medium, such as flash memory, hard disk, multimedia card, card-type memory
(for example, SD or DX memory etc.), random access storage device (RAM), static random-access memory (SRAM), read-only memory
(ROM), electrically erasable programmable read-only memory (EEPROM), programmable read only memory (PROM), magnetic storage, magnetic
Disk, CD, server, App are stored thereon with computer program, phase are realized when program is executed by processor using store etc.
Answer function.The computer readable storage medium of the present embodiment driving means 10 for storing data, realization when being executed by processor
Data statistical approach of the above-described embodiment based on big data analysis.
The embodiment of the invention provides a kind of computer program products, wherein computer program product is non-including being stored in
Computer program in transitory computer readable storage medium, computer program include program instruction, wherein when program instruction quilt
When computer equipment executes, electronic equipment is made to execute the data statistics based on big data analysis in above-mentioned any means embodiment
Method.
Each functional module in each embodiment of the present invention can integrate in one processing unit, be also possible to each
Module physically exists alone, and can also be integrated in one unit with two or more modules.Above-mentioned integrated unit both may be used
To use formal implementation of hardware, can also be realized in the form of hardware adds SFU software functional unit.
The above-mentioned integrated unit being realized in the form of SFU software functional unit can store and computer-readable deposit at one
In storage media.Above-mentioned SFU software functional unit is stored in a storage medium, including some instructions are to make a computer dress
It sets and (can be personal computer, server or network equipment etc.) or intelligent terminal or processor (Processor) are held
The part steps of each embodiment method of the row present invention.And storage medium above-mentioned includes: USB flash disk, mobile hard disk, read-only memory
(Read-Only Memory, ROM), random access memory (Random Access Memory, RAM), magnetic or disk
Etc. the various media that can store program code.
In above-described embodiment provided by the present invention, it should be understood that disclosed device and method can pass through it
Its mode is realized.For example, the apparatus embodiments described above are merely exemplary, for example, the division of module, only
A kind of logical function partition, there may be another division manner in actual implementation, for example, multiple module or components can combine or
Person is desirably integrated into another system, or some features can be ignored or not executed.
Module may or may not be physically separated as illustrated by the separation member, show as module
Component may or may not be physical module, it can and it is in one place, or may be distributed over multiple networks
On unit.Some or all of the modules therein can be selected to achieve the purpose of the solution of this embodiment according to the actual needs.
Claims (10)
1. a kind of data statistical approach based on big data analysis characterized by comprising
The voice for receiving first object user is obtained and the voice match of the first object user by voice mood model
Negative emotions score value；
Displaying and the matched expression of negative emotions score value, in order to which the first object user works as according to expression adjustment
Preceding mood；
The delta data of negative emotions score value described in real-time monitoring counts and shows the delta data.
2. the method according to claim 1, wherein obtaining and the voice match of the first object user
After negative emotions score value, the method also includes:
Judge whether the negative emotions score value is more than or equal to preset threshold；
If so, being reminded, so that the first object user changes words art according to the prompting.
3. the method according to claim 1, wherein to receive first object user voice before, it is described
Method further include:
The service mood of the attitude and statistics customer service of voice customer service within a certain period of time is monitored by training multiple voice,
Obtain voice mood model.
4. the method according to claim 1, wherein the method also includes:
The voice mood data of first object user described in real-time statistics, and be sent in a manner of report in prefixed time interval
Supervision department, the voice mood data include negative emotions score value.
5. the method according to claim 1, wherein the method also includes:
It monitors the voice of the second target user in real time, obtains and the negative emotions of the voice match of second target user point
Value, according to art information if corresponding with the displaying of the negative emotions score value of the voice match of second target user.
6. a kind of data statistics device based on big data analysis characterized by comprising
Score value obtains module, for receiving the voice of first object user, is obtained and first mesh by voice mood model
Mark the negative emotions score value of the voice match of user；
Expression display module, for displaying and the matched expression of negative emotions score value, in order to the first object user
Current mood is adjusted according to the expression；
Data statistics module counts for the delta data of negative emotions score value described in real-time monitoring and shows the variation number
According to.
7. device according to claim 6, which is characterized in that obtaining and the voice match of the first object user
After negative emotions score value, described device further include:
Judgment module, for judging whether the negative emotions score value is more than or equal to preset threshold；
Reminding module, for if so, being reminded, so that the first object user changes words art according to the prompting.
8. device according to claim 6, which is characterized in that described device further include:
Art display module is talked about, for monitoring the voice of the second target user in real time, obtains the voice with second target user
Matched negative emotions score value, if corresponding with the displaying of the negative emotions score value of the voice match of second target user
Art information.
9. a kind of computer equipment, which is characterized in that including memory, processor and store on a memory and can handle
The computer program run on device, the processor are realized described in any one of claim 1 to 5 when executing the computer program
The step of method.
10. a kind of computer readable storage medium, is stored thereon with computer program, it is characterised in that: the computer program
The step of any one of claim 1 to 5 the method is realized when being executed by processor.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910301823.0A CN110147930A (en) | 2019-04-16 | 2019-04-16 | Data statistical approach, device and storage medium based on big data analysis |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910301823.0A CN110147930A (en) | 2019-04-16 | 2019-04-16 | Data statistical approach, device and storage medium based on big data analysis |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN110147930A true CN110147930A (en) | 2019-08-20 |
Family
ID=67589537
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910301823.0A Pending CN110147930A (en) | 2019-04-16 | 2019-04-16 | Data statistical approach, device and storage medium based on big data analysis |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN110147930A (en) |
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| 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 |
| CN111128189A (en) * | 2019-12-30 | 2020-05-08 | 秒针信息技术有限公司 | Warning information prompting method and device |
| CN112948622A (en) * | 2021-03-16 | 2021-06-11 | 深圳市火乐科技发展有限公司 | Display content control method and device |
| CN113539275A (en) * | 2020-04-22 | 2021-10-22 | 北京有限元科技有限公司 | Method, apparatus and storage medium for determining dialogs |
| CN113545781A (en) * | 2021-07-20 | 2021-10-26 | 浙江工商职业技术学院 | Virtual reality sleep promoting method and device |
| CN117275676A (en) * | 2023-11-21 | 2023-12-22 | 深圳市健怡康医疗器械科技有限公司 | Department of neurology guardianship potential safety hazard analysis method and system |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108052605A (en) * | 2017-12-13 | 2018-05-18 | 广州佰聆数据股份有限公司 | A kind of intelligent Answer System based on client feature library |
| CN108629313A (en) * | 2018-05-04 | 2018-10-09 | 河北省科学院应用数学研究所 | Emotion adjustment method, device, system and computer storage media |
| CN109033257A (en) * | 2018-07-06 | 2018-12-18 | 中国平安人寿保险股份有限公司 | Talk about art recommended method, device, computer equipment and storage medium |
| CN109461073A (en) * | 2018-12-14 | 2019-03-12 | 深圳壹账通智能科技有限公司 | Risk management method, device, computer equipment and the storage medium of intelligent recognition |
-
2019
- 2019-04-16 CN CN201910301823.0A patent/CN110147930A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108052605A (en) * | 2017-12-13 | 2018-05-18 | 广州佰聆数据股份有限公司 | A kind of intelligent Answer System based on client feature library |
| CN108629313A (en) * | 2018-05-04 | 2018-10-09 | 河北省科学院应用数学研究所 | Emotion adjustment method, device, system and computer storage media |
| CN109033257A (en) * | 2018-07-06 | 2018-12-18 | 中国平安人寿保险股份有限公司 | Talk about art recommended method, device, computer equipment and storage medium |
| CN109461073A (en) * | 2018-12-14 | 2019-03-12 | 深圳壹账通智能科技有限公司 | Risk management method, device, computer equipment and the storage medium of intelligent recognition |
Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| 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 |
| CN111080109B (en) * | 2019-12-06 | 2023-05-05 | 中信银行股份有限公司 | Customer service quality evaluation method and device and electronic equipment |
| CN111128189A (en) * | 2019-12-30 | 2020-05-08 | 秒针信息技术有限公司 | Warning information prompting method and device |
| CN113539275A (en) * | 2020-04-22 | 2021-10-22 | 北京有限元科技有限公司 | Method, apparatus and storage medium for determining dialogs |
| CN112948622A (en) * | 2021-03-16 | 2021-06-11 | 深圳市火乐科技发展有限公司 | Display content control method and device |
| CN113545781A (en) * | 2021-07-20 | 2021-10-26 | 浙江工商职业技术学院 | Virtual reality sleep promoting method and device |
| CN113545781B (en) * | 2021-07-20 | 2024-06-07 | 浙江工商职业技术学院 | Virtual reality sleep-promoting method and device |
| CN117275676A (en) * | 2023-11-21 | 2023-12-22 | 深圳市健怡康医疗器械科技有限公司 | Department of neurology guardianship potential safety hazard analysis method and system |
| CN117275676B (en) * | 2023-11-21 | 2024-02-09 | 深圳市健怡康医疗器械科技有限公司 | Department of neurology guardianship potential safety hazard analysis method and system |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN110147930A (en) | Data statistical approach, device and storage medium based on big data analysis | |
| CN103959745B (en) | The method and apparatus of supervision application program resource consumption | |
| US8849798B2 (en) | Sampling analysis of search queries | |
| CN112671823A (en) | Optimal routing of machine learning based interactions to contact center agents | |
| CN107851267A (en) | System and method for carrying out the synchronous data related to audio call via the virtual phone number of dynamically distributes | |
| CN113383362B (en) | User identification method and related product | |
| CN105657129A (en) | Call information obtaining method and device | |
| CN104579909B (en) | Method and equipment for classifying user information and acquiring user grouping information | |
| CN109976997A (en) | Test method and device | |
| CN104899315A (en) | Method and device for pushing user information | |
| US9639811B2 (en) | Systems and methods for leveraging social queuing to facilitate event ticket distribution | |
| CN107870984A (en) | The method and apparatus for identifying the intention of search term | |
| CN107943914A (en) | Voice information processing method and device | |
| CN110335596A (en) | Products Show method, apparatus, equipment and storage medium based on speech recognition | |
| CN110119877A (en) | A kind of choosing method and equipment of target employee | |
| CN105045911B (en) | Label generating method and equipment for user to mark | |
| CN109428977A (en) | Interactive voice answering exchange method and device | |
| CN108366302A (en) | TTS broadcast commands optimization method, smart television, system and storage device | |
| CN107977678A (en) | Method and apparatus for output information | |
| CN109815377A (en) | Method for building up, device, computer equipment and the storage medium of label | |
| CN107832941A (en) | Order processing method and device | |
| CN108647349A (en) | A kind of content recommendation method, device and terminal device | |
| CN108140055A (en) | Trigger application message | |
| CN108304447A (en) | Processing method, device, storage medium and the processor of exception information | |
| CN109308615A (en) | Real-time fraudulent trading detection method, system, storage medium and electric terminal based on statistical series feature |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination |