CN110414999B - Service quality management system based on community system - Google Patents
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Abstract
The invention provides a service quality management system based on a community system, which is characterized by comprising the following components: a service management device; the system comprises at least one employee terminal and a social network server, wherein the employee terminal is provided with a social module corresponding to a social system, each employee terminal is provided with an employee account used for accessing the social module, and each employee account corresponds to a community; the system comprises a plurality of user terminals, a community module and a server, wherein the user terminals are provided with a community module and are provided with user accounts used for accessing the community module; the system comprises a manager terminal, a community module, a service management device and a service side communication part, wherein the manager terminal is provided with a manager account used for accessing all the community modules, the service management device logs in the community through the manager account and regularly acquires conversation texts in the community, and the service management device comprises a conversation information acquisition part, a conversation recognition part, a conversation quantity counting part, a user message counting part, a reply duty ratio calculation part, a service quality judgment generation part, a prompt information generation part, a marketing content sequencing acquisition part and a service side communication part.
Description
Technical Field
The invention belongs to the field of customer relationship management, and particularly relates to a service quality management system based on a community system.
Background
With the development of social media, some enterprises can interact with consumers by establishing online communities, so as to enhance the competitive ability of the enterprises in the market, for example, a waiter for infant products can provide the consumers with some problems related to infant care and push some products related to infants through the communities. The data show that the support of the consumers can be improved by 25% by the enterprises through simply replying to the complaints of the consumers on social media, so that the mode not only helps to improve the satisfaction of the consumers to the enterprises, but also helps to promote the popularity of the enterprises and the products thereof. Even be favorable to the consumer to know in time that daily careless or do not have the problem of channel acquisition.
However, the skill level of the employee plays a very important role in communicating with the consumer. However, as the management of the service has no direct data, it is difficult for the enterprise to quantitatively judge the service quality of each employee, and better management and decision cannot be made.
Disclosure of Invention
In order to solve the problems, the invention provides a service quality management system which analyzes the conversation messages of the staff and the users based on a community system so as to manage the service quality of the staff through the conversation messages, and the invention adopts the following technical scheme:
the invention provides a service quality management system based on a community system, which is characterized by comprising the following components: a service management device; the system comprises at least one employee terminal and a plurality of users, wherein the employee terminal is provided with a community module corresponding to a community system, each employee terminal is provided with an employee account for accessing the community module, each employee account corresponds to a community, and the employee accounts are used for allowing employees to log in the community through the employee accounts and providing question and answer marketing service information for the users; the system comprises a plurality of user terminals, a social group module and a social group management module, wherein the user terminals are provided with a social group module, are provided with user accounts for accessing the social group module and are used for allowing users to log in a social group through the user accounts and acquiring question and answer marketing service information provided by employees; an administrator terminal provided with a community module having administrator accounts for accessing all the community modules, a service management apparatus logging in a community through the administrator accounts and periodically acquiring a conversation text in the community, wherein the service management apparatus has a conversation information acquisition section, a conversation identification section, a conversation number counting section, a user message counting section, a reply duty calculation section, a service quality determination generation section, a prompt information generation section, a marketing content ordering acquisition section and a service side communication section, the conversation information acquisition section periodically accesses the community module through the administrator accounts and acquires a conversation message stream corresponding to each community and composed of a plurality of conversation messages, the conversation identification section performs conversation identification on each conversation message in the conversation message stream to acquire a plurality of conversations related to content types and containing a plurality of corresponding conversation messages, the conversations are divided into an active service conversation, a request service conversation and a marketing conversation, the system comprises a session quantity counting part, a user message counting part, a reply proportion calculating part, a service quality judgment generating part, a prompt information generating part and a service side communication part, wherein the session quantity counting part counts the number of sessions according to a corresponding community to obtain the service session total number and the marketing session total number of each employee account, the user message counting part counts the number of user accounts sending conversation messages in each session to obtain the user reply number corresponding to each session, the reply proportion calculating part calculates the service reply proportion and the marketing reply proportion of each employee account according to the user reply number, the service session total number and the marketing session total number, the service quality judgment generating part judges the service quality of each employee according to the service reply proportion to generate corresponding service quality judgment information, the prompt information generating part generates corresponding service quality prompt information according to the service quality judgment information, and the service side communication part sends the service quality prompt information to corresponding employee terminal terminals according to the employee accounts respectively The marketing content sequencing acquisition part sequences the marketing sessions according to the marketing reply accounts corresponding to the marketing sessions and acquires a plurality of marketing sessions with higher sequencing as recommended marketing contents, and the service side communication part sends the recommended marketing contents to all staff terminals.
The community system based service quality management system according to the present invention may further include a technical feature in which the conversation message includes a conversation text and a timestamp, and the conversation recognition unit performs the conversation recognition by: identifying the beginning of three types of conversations, and carrying out context text clustering on the conversation texts based on the time window so as to obtain a plurality of conversations, wherein one piece of context conversation text m j Time window W (m) j ) Is as follows;
in the formula (1), t i For dialog text m i Time stamp of t j For dialog text m j The timestamp of (3), D takes a value of 6 or 12 hours; each dialog text m contains three contexts, namely an author context C A (m) denotes context C C (m) and temporal context C T (m), the wordebeading word vector for dialog text m is denoted v (m), using dialog text m i Expands the dialog text by three contextsm i Then the dialog text m i Is extended to represent m i ' is:
in formula (2), the meaning of the individual parameters is:
P A (d ij ) -dialog text m j Belong to the author context C A (m i ) Text of time conversation m i And dialog text m j Probability of belonging to the same session;
P C (d ij ) -dialog text m j Belong to a reference context C C (m i ) Text of time conversation m i And dialog text m j Probability of belonging to the same session;
P T (d ij ) -dialog text m j Belonging to a temporal context C T (m i ) Text of time conversation m i And dialog text m j Probability of belonging to the same session;
α — the weight that the content of the dialog text m occupies in the extended representation;
λ A -relative weight of author context;
λ C -relative weights referring to contexts;
λ T relative weight of temporal context, λ A +λ C +λ T ＝1；
Further, text clustering is carried out on the dialog text m, the beginning of the three types of conversations is marked as a clustering prototype T, and the dialog text m is calculated i And dialog text m j Text approximation sim (m) i ,m j )：
For the remaining other dialog text m j Calculating the similarity sim (m) with the clustering prototype j ,T)：
In the formula, if
The dialog text m j Is assigned to a cluster of->
If/or>
Then m is j Not belonging to the dialog to be identified in the text, t thresh Is m j Belongs to>
The dialog texts m corresponding to the clustering prototypes T can be obtained through the formulas (4) and (5), and the dialog texts m belonging to the clustering prototypes T are combined in sequence according to the clustering prototypes T to form each conversation.
The community-based service quality management system provided by the invention can also have the technical characteristics that the author context C A (m) is composed of all dialog texts m and m belonging to the same author a:
in dialog text m j Belong to the author context C A (m) time, dialog text m i And dialogue textThis m j Probability P of belonging to the same session A (d ij ) Comprises the following steps:
in the formula, N represents a probability density function of normal distribution, μ a The mean value of the probability density function of normal distribution is set to 0, sigma a Representing the standard deviation of a normally distributed probability density function belonging to the author context, denoted context C C (m) is composed of all other dialog texts of author a mentioned by dialog text m and all other dialog texts of author a mentioned by this dialog text m:
in the formula, M a All dialog texts representing author a, in dialog text m j Belong to a reference context C C (m) time, dialog text m i With dialog text m j Probability P of belonging to the same session C (d ij ) Comprises the following steps:
in the formula, mu c Mean value of probability density function of normal distribution, set to 0, sigma c Representing the standard deviation of a normally distributed probability density function belonging to a reference context, temporal context C T (m) is composed of all other sentences except the dialog text m:
C T (m)＝M\m (10)
wherein M represents all dialog texts, and M represents the dialog texts j Belonging to a temporal context C T (m), dialog text m i And dialog text m j Probability P of belonging to the same session T (d ij ) Comprises the following steps:
in the formula, mu T Mean value of probability density function of normal distribution, set to 0, sigma T Represents the standard deviation of the normally distributed probability density function belonging to the temporal context.
The service quality management system based on the community system provided by the invention can also have the technical characteristics that the service management device further comprises a reply interval counting part and an average reply time calculating part, wherein the reply interval counting part counts the time interval of the dialogue message initially sent by the user in the request service session and the dialogue message replied by the staff so as to obtain the reply interval corresponding to each request service session, the average reply time calculating part calculates the average reply time of each staff account according to the reply interval, and the service quality judgment generating part judges the service quality of each staff according to the average reply time when judging the service quality according to the service reply ratio.
The service quality management system based on the community system provided by the invention can also have the technical characteristics that the service quality judgment information is rating information or grading information.
The service quality management system based on the community system provided by the invention can also have the technical characteristics that the service management device further comprises a user service requirement counting part and a requirement degree judging part, wherein the user service requirement counting part counts the number of service sessions requested in each community to obtain the number of user service requirements, the requirement degree judging part judges the user service requirement degree of each community according to the number of the user service requirements, the prompt information generating part generates corresponding requirement prompt information according to the user service requirement degree, and the service side communication part respectively sends the requirement prompt information to corresponding staff terminals according to staff account numbers.
Action and Effect of the invention
According to the community-based service quality management system of the invention, the conversation identification part is provided, so that the service session and the marketing session can be identified from the conversation message stream acquired from the community by the conversation information acquisition part. The system is also provided with a session number counting part and a user message counting part, so that the identified sessions and the conversation messages can be further counted, and the reply proportion calculating part can calculate the service reply proportion and the marketing reply proportion of each employee account according to the statistical data, so that the analysis of the conversation messages in the community is realized, and the function of quantifying the service quality of the employees is realized. The service quality judgment generation part can judge the duty ratio of the service reply, so that the quality of service information provided by the staff for the user is monitored, and therefore the staff and enterprises can know the service quality of the staff more visually and improve the service quality correspondingly. The marketing content sequencing acquisition part can acquire the marketing content which is more popular with the user according to the marketing reply duty ratio, so that staff and enterprises can better know the preference of the user, more popular marketing information is pushed, and the service quality is improved. According to the invention, the service content and the popularity of the marketing content are judged, so that the quality of the question and answer marketing service provided by the staff to the user is improved, and enterprises can better provide services for consumers.
Drawings
Fig. 1 is a block diagram of a configuration of a quality of service management system in an embodiment of the present invention;
fig. 2 is a block diagram showing the structure of a service management apparatus according to an embodiment of the present invention;
FIG. 3 is a block diagram of an employee terminal in an embodiment of the present invention;
fig. 4 is a block diagram of a structure of a user terminal in the embodiment of the present invention;
fig. 5 is a block diagram of the structure of an administrator terminal in the embodiment of the present invention; and
fig. 6 is a flow chart of a quality of service management process in an embodiment of the invention.
Detailed Description
In order to make the technical means, creation features, achievement objects and effects of the present invention easy to understand, the following describes the community-based system qos management system of the present invention in detail with reference to the embodiments and the accompanying drawings.
< example >
Fig. 1 is a block diagram of a quality of service management system according to an embodiment of the present invention.
As shown in fig. 1, the service quality management system 100 includes a service management apparatus 1, a plurality of employee terminals 2, a plurality of user terminals 3, and an administrator terminal 4.
The service management device 1 is held by an organization which needs service management, the employee terminals 2 are held by employees having different employee accounts, the user terminals 3 are held by users having different user accounts, and the administrator terminal 4 is held by an administrator of the organization.
In this embodiment, the user terminals 3 are all smart mobile devices (e.g., smart phones) held by corresponding persons, and the administrator terminal 4 and the service management apparatus 1 are operating terminals (e.g., computers) that are in communication connection with each other. In other embodiments, the administrator terminal 4 and the service management apparatus 1 may also be operated as part of an operating program in a server held by an organization.
In the present embodiment, the employee terminal 2, the user terminal 3, and the administrator terminal 4 are all installed with a community module, which is a software application corresponding to a community system (e.g., a system providing community communication such as WeChat and QQ, which is provided with the community communication server 200), and each terminal can communicate with the community communication server 200 through its own community module (e.g., by accessing the community communication server 200 through a communication network). The terminals log in the community through accounts by using the community module so as to mutually transmit and receive the question and answer marketing service information (namely, the dialogue message of the question and answer marketing service provided by the staff).
In this embodiment, each employee terminal, user terminal, and administrator terminal has their own employee account, user account, and administrator account, respectively. Each employee account corresponds to a community one by one, and an employee logs in the community through the employee account and sends question and answer marketing service information to users in the community; each community corresponds to a plurality of user accounts, and a user accesses the corresponding community through the user accounts and sends a question message to employees in the community or obtains question and answer marketing service information; the administrator account has only one account, and can be used to log in all the communities and receive conversation messages therein. In the structure of such a community, users (or consumers) generally receive service messages and ask questions in the community as members, employees generally take charge of daily community management and exchange with the users as group owners of the community and provide question and answer services, and administrator accounts are generally used for the service management apparatus 1 to obtain rights to access the various communities.
Fig. 2 is a block diagram of a service management apparatus according to an embodiment of the present invention.
As shown in fig. 2, the service management device 1 includes a session information acquisition unit 11, a session recognition unit 12, a session number counting unit 13, a user message counting unit 14, a reply ratio calculation unit 15, a reply interval counting unit 16, an average reply time calculation unit 17, a service quality determination generation unit 18, a marketing content ranking acquisition unit 19, a user service demand counting unit 110, a demand level determination unit 111, a presentation information generation unit 112, a service-side communication unit 113, and a service-side control unit 114.
The service-side communication unit 113 performs data communication between the components of the service management apparatus 1 and between the service management apparatus 1 and another terminal, and the service-side control unit 114 includes a computer program for controlling the operations of the components of the service management apparatus 1.
The conversation information acquiring unit 11 is configured to periodically access the community module through the administrator account and acquire a conversation message flow corresponding to the community.
In this embodiment, the session information acquiring unit 11 can send an acquisition request to the administrator terminal 4 through the service-side communication unit 113, so that the administrator terminal 4 automatically logs in each community through the administrator account and acquires the session information generated by the communication between the employee and the user in each community.
In the present embodiment, the value of the periodic setting value periodically acquired by the session information acquiring unit 11 is acquired at intervals of one week in the present embodiment, but in other embodiments, the periodic setting value may be set at intervals of one day, one month, or the like, depending on the actual situation. The dialogue information acquisition section 11 has a time determination unit for determining whether or not the current time from the time of the last acquisition reaches a regular set value.
In the present embodiment, the conversation message flow is composed of all conversation messages in one community for a certain period of time (one week in the present embodiment), and each conversation message is composed of a conversation text and a timestamp of when the conversation text is transmitted.
The conversation recognition unit 12 is configured to perform conversation recognition on each conversation text in the conversation message stream to obtain a plurality of conversations related to the content type.
In this embodiment, the sessions are divided into an active service session, a request service session, and a marketing session according to the content type. The active service session is a session generated by employee user communication after the employee actively sends a service message, the request service session is a session generated by employee user communication after the user sends a question message, and the marketing session is a session generated by employee user communication after the employee sends a marketing message.
In this embodiment, the dialogue recognition unit 12 first recognizes the beginning of the three types of conversations (i.e., the service message actively sent by the employee, the question message sent by the user, and the marketing message sent by the employee, which can be obtained by classification and recognition using a conventional classifier, such as a naive bayes classifier), and performs context text clustering on the dialogue text based on the time window, thereby obtaining a plurality of conversations. Specifically, the parameters and calculation formula involved in the above process are as follows:
a) A piece of contextual dialog text m j Time window W (m) j ) Is as follows;
in the formula (1), t i For dialog text m i Time stamp of t j For dialog text m j D takes a value of 6 or 12 hours. Dialog text m for all contexts j Are all in the time window W (m) j ) In (c).
B) Each dialog text m contains three contexts, namely an author context C A (m) denotes context C C (m) and temporal context C T (m)。
Author context C A (m) is composed of all dialog texts m and m belonging to the same author a:
in dialog text m j Belong to the author context C A (m) time, dialog text m i And dialog text m j Probability P of belonging to the same session A (d ij ) Comprises the following steps:
in the formula (3), N represents a probability density function of normal distribution, μ a The mean value of the probability density function of normal distribution is set to 0, sigma a The standard deviation of the normal distribution probability density function, representing the context belonging to the author, whose value can be estimated from the training set.
Refer to context C C (m) is composed of all other dialog texts of author a mentioned by dialog text m (e.g. dialog text containing "@ D user") and of all other dialog texts of author a mentioned by this dialog text m:
in formula (4), M a All dialog text representing author a.
In dialog text m j Belong to reference context C C (m) time, dialog text m i With dialog text m j Probability P of belonging to the same session C (d ij ) Comprises the following steps:
in the formula (5), mu c Mean value of probability density function of normal distribution, set to 0, sigma c Represents the standard deviation of the probability density function of a normal distribution belonging to a reference context.
Temporal context C T (m) is composed of all other sentences except the dialog text m:
C T (m)＝M\m (6)
in equation (6), M represents all dialog texts.
In dialog text m j Belonging to a temporal context C T (m), dialog text m i And dialog text m j Probability P of belonging to the same session T (d ij ) Comprises the following steps:
in the formula (7), mu T Mean value of probability density function of normal distribution, set to 0, sigma T Represents the standard deviation of the normally distributed probability density function belonging to the temporal context.
C) The wordebeading word vector of dialog text m is denoted as v (m), using dialog text m i Expands the dialog text m in three contexts i Then the dialog text m i Is expressed as m i ' is:
in the formula (8), the meaning of each parameter is:
P A (d ij ) -dialog text m j Belong to the author context C A (m i ) Text of time conversation m i And dialog text m j Probability of belonging to the same session;
P C (d ij ) -dialog text m j Belong to reference context C C (m i ) Text of time conversation m i With dialog text m j Probability of belonging to the same session;
P T (d ij ) -dialog text m j Belonging to a temporal context C T (m i ) Text of time conversation m i With dialog text m j Probability of belonging to the same session;
α — the weight that the content of the dialog text m occupies in the expanded representation;
λ A -relative weight of author context;
λ C -relative weights referring to contexts;
λ T -relative weight of temporal context, λ A +λ C +λ T ＝1。
Through the above formulas (2) to (8), the representation of one sentence can be expanded using three contexts, thereby facilitating dialog recognition. The author context has the effect that the messages published by the same author at adjacent time are more likely to belong to the same conversation; the reference context means that if a person is @ in a message, the message of the @ person belongs to the same conversation with high possibility; temporal context refers to a high probability that temporally adjacent messages belong to the same conversation.
D) And further, carrying out text clustering on the conversation text m, marking the beginning of three types of conversations as a clustering prototype T, and calculating the conversation text m i And dialog text m j Text approximation sim (m) i ,m j )：
For the remaining other dialog text m j Calculating similarity sim (m) with the clustering prototype j ,T)：
In the formula, a dialogue text m j Is clustered as
If/or>
The dialog text m j Is clustered as
If/or>
Then m is j Not belonging to the dialog to be identified in the text, t thresh Is m j Belongs to>
Is determined.
The dialog text m corresponding to each clustering prototype T can be obtained through the formulas (4) and (5), and the dialog text m is combined in sequence according to each clustering prototype T to form each conversation.
The dialog recognition unit 12 can divide the dialog messages in each dialog message stream into a plurality of sessions by the above equations (1) to (11).
An example of the identification of a session is shown in the following table:
table 1 example of session identification
In table 1, the tags are session tags, the session messages with the same tag belong to the same session, and the time, the sender, and the content respectively correspond to the timestamp, the sending account, and the session text of the session message. Wherein, the session tag 1 is a marketing session, and the session tags 2, 3 and 4 are all request service sessions.
The session number counting unit 13 counts the number of sessions of each employee to obtain the total number of service sessions and the total number of marketing sessions of each employee.
In this embodiment, the total number of the service sessions is the sum of the number of the active service sessions and the number of the sessions requesting the service sessions, and the total number of the marketing sessions is the sum of the number of the sessions requesting the service sessions.
The user message counting unit 14 is configured to count the number of user accounts sending the dialog messages in each session, so as to obtain the number of user replies corresponding to each session.
The reply proportion calculation unit 15 is configured to calculate the service reply proportion and the marketing reply proportion of each employee account in sequence according to the user reply quantity, the service session total number, and the marketing session total number.
In this embodiment, the service reply ratio is a ratio of a sum of all active service sessions and the number of user replies requesting the service session to the total number of service sessions, and the marketing reply ratio is a ratio of the number of user replies of each marketing session to the marketing session.
In this embodiment, each session corresponds to a respective dialog message flow, and therefore each session corresponds to an employee account uniquely corresponding to a community, and the reply duty calculation unit 15 obtains a service reply duty and a marketing reply duty corresponding to each employee account according to the corresponding relationship during calculation.
The reply interval counting unit 16 counts the time interval between the dialogue message first sent by the user and the dialogue message replied by the employee in the request service session, and obtains the reply interval corresponding to each request service session.
In this embodiment, the reply interval is a difference between the timestamps of the dialog message (i.e., the question message sent by the user) initially sent by the user in the request service session and the dialog message replied by the employee (i.e., the message replied by the employee first in the session).
The average reply time calculation part 17 is used for calculating the average reply time of each employee account according to the reply interval.
In this embodiment, the average reply time is obtained by averaging all reply intervals of each employee account.
In this embodiment, each session corresponds to a respective conversation message flow, and therefore each session corresponds to an employee account uniquely corresponding to a community, and the reply duty calculation unit 15 obtains the average reply time corresponding to each employee account according to the corresponding relationship during calculation.
The service quality determination generating unit 18 is configured to determine the service quality of each employee based on the service reply duty and the average reply time, and generate corresponding service quality determination information.
In this embodiment, the service quality determination information is quality rating information, which is high when the service reply percentage is 80% or more and the average reply time is 5 minutes or less, low when the service reply percentage is 40% or less and the average reply time is 1 hour or more, and general when the service reply percentage and the average reply time are other conditions.
In other embodiments, the service quality rating may also be more specific quality score information, for example, a value used as the quality score information is directly calculated by a certain calculation method from the value of the service reply percentage and the average reply time.
The marketing content ranking acquisition unit 19 is configured to rank the marketing sessions according to the marketing reply proportion of each marketing session and acquire a plurality of marketing sessions ranked higher as recommended marketing contents.
In this embodiment, the recommended marketing content is marketing information (i.e., a clustering prototype belonging to a marketing session) sent by an employee in each marketing session, and after the marketing content ranking obtaining unit 19 obtains the recommended marketing content, the service-side communication unit 113 sends the recommended marketing content to all employee terminals through an employee account.
The user service requirement counting part 110 is used for counting the number of the requested service sessions in each community so as to obtain the user service requirement number.
In this embodiment, the number of the user service demands is used to reflect the demands of the user for the service in a current period of time (i.e., a period of time corresponding to the periodic setting value), so that the enterprise and the staff can determine the providing frequency or the providing number of the service information according to the demands.
In other embodiments, the number of user service demands may also be an average of the number of requested service sessions across all communities.
The demand level determination unit 111 determines the level of demand for user service in each community based on the amount of demand for user service.
In this embodiment, the user service demand degree is demand rating information, the demand rating information is high when the user service demand quantity is more than 25, the demand rating information is low when the user service demand quantity is less than 5, and the rating information is general when the user service demand quantity is other numerical values.
The prompt information generating unit 112 is used to generate corresponding service quality prompt information according to the service quality determination information or generate corresponding demand prompt information according to the user service demand degree.
In the present embodiment, the prompt information generation unit 112 generates the corresponding service quality prompt information based on the quality rating information of the service quality determination information when generating the service quality information, and generates prompt information for prompting the employee to pay attention to the improvement of the service quality, such as "your service quality is poor, please pay attention to the promotion" when the quality rating information is low, for example.
In this embodiment, the prompt information generating unit 112 generates the corresponding demand prompt information according to the demand rating information of the user service demand degree when generating the demand prompt information, for example, generates prompt information for prompting the employee to provide more service information, such as "the recent user service demand is high, please pay more attention to the service information" when the demand prompt information is high.
In this embodiment, the service quality prompt information generated by the prompt information generation unit 112 corresponds to each employee account, and after generation, the service-side communication unit 113 sends the service quality prompt information to the corresponding employee terminal according to each employee account.
In this embodiment, the prompt information generating unit 112 generates the requirement prompt information corresponding to each employee account, and after the requirement prompt information is generated, the service-side communication unit 113 sends the requirement prompt information to the corresponding employee terminal 2 according to each employee account, for example, the service-side communication unit 113 logs in the community module through the administrator account and sends the prompt information to the community module of the employee terminal of the corresponding employee according to the employee account.
Fig. 3 is a block diagram of an employee terminal in the embodiment of the present invention.
As shown in fig. 3, the employee terminal 2 includes an employee-side screen storage unit 21, an employee-side input display unit 22, an employee-side communication unit 23, and an employee-side control unit 24.
The employee-side communication unit 23 is used to perform data communication between the respective components of the employee terminal 2 and between the employee terminal 2 and another terminal, and the employee-side control unit 24 includes a computer program for controlling the operation of the respective components of the employee terminal 2.
The employee-side screen storage unit 21 stores a community display screen, a prompt information display screen, and a marketing content display screen. In this embodiment, the community display screen, the prompt information display screen and the marketing content display screen are all display screens of the community module.
The community information display screen is used for displaying when the staff logs in the community and displaying the conversation messages in the community in the screen for the staff to view. In this embodiment, the employee can also perform an operation of editing and sending a message through the screen.
And the prompt information display picture is used for displaying when the staff terminal receives the prompt information and displaying corresponding prompt information in the picture. In this embodiment, the prompt information display screen is a session interface formed by two employee accounts and two administrator accounts, and the prompt information is displayed in the session interface in the form of a dialog message.
And the marketing content display picture is used for displaying and allowing the staff to check when the staff terminal receives the recommended marketing content. In this embodiment, the marketing content display screen is also a session interface formed by the employee account and the administrator account, and the recommended marketing content is displayed in the session interface in the form of a dialog message.
The employee-side input display unit 22 is used to display the above screens, and thereby allow the employee to perform appropriate human-computer interaction through these screens.
In other embodiments, the staff terminal 2 may further have a reminding module for reminding the staff to view the content by displaying a prompt box or generating a prompt tone when receiving the prompt message or recommending the marketing content.
Fig. 4 is a block diagram of a user terminal according to an embodiment of the present invention.
As shown in fig. 4, the user terminal 3 includes a user-side screen storage unit 31, a user-side input display unit 32, a user-side communication unit 33, and a user-side control unit 34.
The user-side communication unit 33 is used for data communication between the components of the user terminal 3 and between the user terminal 3 and another terminal, and the user-side control unit 34 includes a computer program for controlling the operations of the components of the user terminal 3.
The user-side screen storage unit 31 stores a community display screen. In this embodiment, the community display screen is a display screen of the community module.
The community information display screen is used for displaying when the user logs in the community and displaying the conversation messages in the community in the screen for the user to view. In this embodiment, the user can also perform an operation of editing and sending a message through the screen.
The user-side input display unit 32 is used for displaying the screens, so that the staff can perform corresponding human-computer interaction through the screens.
Fig. 5 is a block diagram of the administrator terminal in the embodiment of the present invention.
As shown in fig. 5, the administrator terminal 4 includes a login acquisition unit 41, a management-side communication unit 42, and a management-side control unit 43.
The management-side communication unit 42 performs data communication between the respective components of the administrator terminal 4 and between the administrator terminal 4 and another terminal, and the management-side control unit 43 includes a computer program for controlling the operations of the respective components of the administrator terminal 4.
In the present embodiment, when the management-side communication unit 42 receives the acquisition request transmitted by the session information acquisition unit 11, the management-side control unit 43 controls the login acquisition unit 41 to log in the respective communities through the community module and the administrator account, and sequentially sets all the session messages in the past period of time in each community as one session message stream, and further controls the management-side communication unit 42 to transmit all the session message streams to the service management apparatus 1.
In this embodiment, the value of the preset time period is the same as the periodic setting value of the session information acquiring unit 11, that is, the log-in acquiring unit 41 acquires all session messages in one week.
Fig. 6 is a flow chart of a quality of service management process in an embodiment of the invention.
As shown in fig. 6, the qos management procedure includes the following steps:
step S1, a conversation information acquisition part 11 accesses a community module through an administrator account and acquires a conversation message flow of a corresponding community, and then the step S2 is carried out;
step S2, the conversation recognition unit 12 sequentially performs conversation recognition on each conversation text in the conversation message stream acquired in step S1 to acquire a plurality of conversations of each community, and then the process proceeds to step S3;
step S3, the session number counting part 13 counts the number of the sessions acquired in the step S2 according to the corresponding community to obtain the service session total number and the marketing session total number of each employee account, and then the step S4 is carried out;
step S4, the user message counting part 14 counts the number of user accounts for sending the dialogue messages in each conversation to obtain the user reply number corresponding to each conversation, and then the step S5 is carried out;
step S5, the reply proportion calculation part 15 calculates the service reply proportion and the marketing reply proportion of each employee account in turn according to the user reply quantity counted in the step S4, the service session total quantity counted in the step S3 and the marketing session total quantity, and then the step S6 is carried out;
step S6, the reply interval counting part 16 counts the time interval of the dialogue message sent by the user initially and the dialogue message replied by the staff in the request service session so as to obtain the reply interval corresponding to each request service session, and then the step S7 is carried out;
step S7, the average reply time calculation part 17 calculates the average reply time of each employee account according to the reply interval obtained in the step S6, and then the step S8 is carried out;
step S8, the service quality determination generation unit 18 determines the service quality of each employee based on the service reply percentage calculated in step S5 and the average reply time calculated in step S7 to generate corresponding service quality determination information, and then the process proceeds to step S9;
step S9, the presentation information generating unit 112 generates the corresponding service quality presentation information based on the service quality determination information generated in step S8, and then the process proceeds to step S10;
step S10, the marketing content ranking acquiring unit 19 ranks the marketing sessions according to the marketing reply percentage calculated in step S5, acquires a plurality of marketing sessions ranked higher as recommended marketing contents, and then proceeds to step S11;
step S11, the user service requirement counting part 110 counts the number of service sessions requested in each community to obtain the number of user service requirements, and then the step S12 is executed;
step S12, the demand level determination unit 111 determines the user service demand level of each community according to the user service demand amount counted in step S11, and then proceeds to step S13;
step S13, the prompt message generating part 112 generates corresponding prompt message of requirement according to the user service requirement degree generated in step S12, and then the step S14 is proceeded;
in step S14, the service-side communication unit 18 sequentially transmits the respective pieces of prompt information and recommended marketing content generated in steps S9, S11, and S13 to the employee terminal according to the corresponding employee account, and then enters an end state.
In the present embodiment, when the time determination unit of the session information acquisition unit 11 determines that the periodic set value is reached, the session message streams of the respective communities are acquired again and the above steps are executed again.
In this embodiment, the steps S8 to S13 are sequentially executed. In other embodiments, the steps S8 to S9, S10 and S11 to S13 may be executed simultaneously by parallel threads or the like.
Through the process, the organization can regularly monitor and manage the service quality of the staff and remind the staff of improvement.
Examples effects and effects
According to the community-based system service quality management system provided by the embodiment, the conversation recognition part is arranged, so that the conversation message flow acquired from the community by the conversation information acquisition part can be recognized to obtain the service session and the marketing session. The system is also provided with a session number counting part and a user message counting part, so that the identified sessions and the conversation messages can be further counted, and the reply proportion calculating part can calculate the service reply proportion and the marketing reply proportion of each employee account according to the statistical data, so that the analysis of the conversation messages in the community is realized, and the function of quantifying the service quality of the employees is realized. The service quality judgment generation part can judge the duty ratio of the service reply, so that the quality of service information provided by the staff for the user is monitored, and therefore the staff and enterprises can know the service quality of the staff more visually and improve the service quality correspondingly. The marketing content sequencing acquisition part can acquire the marketing content which is more popular with the user according to the marketing reply duty ratio, so that staff and enterprises can better know the preference of the user, more popular marketing information is pushed, and the service quality is improved. According to the invention, the service content and the popularity of the marketing content are judged, so that the quality of the question and answer marketing service provided by the staff to the user is improved, and enterprises can better provide services for consumers.
In the embodiment, the conversation recognition part performs context text clustering on the conversation text based on the time window, so that the conversation can be formed by classifying the service conversation information content in the community, the originally mixed conversation messages can be recognized more accurately, and the conversation messages and the conversation can be analyzed accurately in the follow-up process.
In the embodiment, the reply interval counting part can count the reply intervals of the employees in the active service session, so that the condition that whether the employees reply in time can be monitored, the service quality judgment generating part can judge the service quality of the employees better, and enterprise management is facilitated.
In the embodiment, the number of times of requesting service sessions is counted by the user service demand counting part, so that the service demand degree of the user can be monitored, whether the user has strong service demands within a period of time or not can be known, staff and enterprises can determine whether more service information needs to be provided for the user or not according to the user service demand degree, and the enterprises can make service quality decisions according to the service demand degree of the user.
The above-described embodiments are merely illustrative of specific embodiments of the present invention, and the present invention is not limited to the description of the above-described embodiments.
Claims (8)
1. A community-system-based quality of service management system, comprising:
a service management device;
the system comprises at least one employee terminal and a social network server, wherein the employee terminal is provided with a social module corresponding to the social system, each employee terminal is provided with an employee account used for accessing the social module, each employee account corresponds to a community, and the employee account is used for enabling employees to log in the community through the employee account and providing question and answer marketing service information for users;
the system comprises a plurality of user terminals, a community module and a server, wherein the community module is provided with a user account for accessing the community module, and the user terminals are used for logging in the community through the user account and acquiring question and answer marketing service information provided by the staff;
an administrator terminal provided with the community module and having an administrator account for accessing all the community modules, the service management apparatus logging in the community through the administrator account and periodically acquiring a conversation text in the community,
wherein the service management device comprises a dialogue information acquisition unit, a dialogue recognition unit, a session number counting unit, a user message counting unit, a reply proportion calculation unit, a service quality judgment generation unit, a prompt information generation unit, a marketing content ordering acquisition unit, and a service side communication unit,
the conversation information acquisition part accesses the community module through the administrator account regularly and acquires a conversation message flow which corresponds to each community and is composed of a plurality of conversation messages,
the conversation identification part carries out conversation identification on each conversation message in the conversation message flow so as to obtain a plurality of conversations which are related to content types and contain a plurality of corresponding conversation messages, the conversations are divided into an active service conversation, a request service conversation and a marketing conversation,
the active service session is a session generated by the communication between the staff users after the staff actively sends the service message, the request service session is a session generated by the communication between the staff users after the user sends the questioning message, the marketing session is a session generated by the communication between the staff users after the staff sends the marketing message,
the session number counting part counts the number of the sessions in sequence according to the corresponding communities so as to obtain the total number of the service sessions and the total number of the marketing sessions corresponding to the employee accounts, wherein the total number of the service sessions is the sum of the number of the active service sessions and the number of the requested service sessions,
the user message counting part counts the number of user accounts sending the dialogue messages in each conversation in sequence to obtain the user reply number corresponding to each conversation,
the reply proportion calculation part calculates the service reply proportion and the marketing reply proportion of each employee account in turn according to the user reply quantity, the service session total number and the marketing session total number,
the service quality judgment generation part judges the service quality of each employee according to the service reply proportion so as to generate corresponding service quality judgment information,
the prompt information generating part generates corresponding service quality prompt information according to the service quality judging information,
the service side communication part respectively sends the service quality prompt information to the corresponding staff terminals according to the staff account numbers,
the marketing content ranking acquisition section ranks the marketing sessions according to the marketing reply occupation ratios corresponding to the marketing sessions and acquires a plurality of marketing sessions ranked in the front as recommended marketing contents,
and the service side communication part sends the recommended marketing content to all the staff terminals.
2. The community-system-based quality of service management system according to claim 1, wherein:
wherein the dialog message contains dialog text and a timestamp,
the dialog recognition unit performs the dialog recognition by:
identifying the beginning of three types of said conversations and contextually text clustering said dialog text based on a time window, resulting in a plurality of said conversations,
wherein a piece of contextual dialog text m j Said time window W (m) of j ) Is as follows;
in the formula (1), t i For dialog text m i Said time stamp of, t j For dialog text m j The value of D is 6 or 12 hours;
each one of which isThe dialog text m contains three contexts, namely an author context C A (m) denotes context C C (m) and temporal context C T (m)，
The wordebeading word vector for dialog text m is denoted v (m), using dialog text m i Three of said contexts of (1) extending the dialog text m i Then the dialog text m i Extension of (b) represents m' i Comprises the following steps:
in the formula (2), the meaning of each parameter is:
P A (d ij ) -dialog text m j Belong to the author context C A (m i ) Text of time conversation m i And dialog text m j Probability of belonging to the same session;
P C (d ij ) -dialog text m j Belong to a reference context C C (m i ) Text of time conversation m i And dialog text m j Probability of belonging to the same session;
P T (d ij ) -dialog text m j Belonging to a temporal context C T (m i ) Text of time conversation m i And dialog text m j Probability of belonging to the same session;
α — the weight that the content of the dialog text m occupies in the extended representation;
λ A -relative weight of the author context;
λ C -the relative weight of the reference context;
λ T -relative weight of the temporal context, λ A +λ C +λ T ＝1；
Further, the dialog text m is subjected to the text clustering, the beginning of three types of the conversations is marked as a clustering prototype T, and the dialog text m is calculated i And dialog text m j Of the text approximation sim(m i ,m j )：
For the remaining other dialog text m j Calculating similarity sim (m) with the clustering prototype j ,T)：
In the formula, if
The dialog text m j Is assigned to a cluster of->
If>
Then m is j Not belonging to the dialog to be identified in the text, t thresh Is m j Belongs to->
Is determined by the minimum similarity threshold of (c),
and (5) obtaining the dialog text m corresponding to each clustering prototype T through formulas (4) and (5), and sequentially combining the dialog texts m according to each clustering prototype T to form each conversation.
3. The community-system-based quality of service management system according to claim 2, wherein:
wherein the author context C A (m) is composed of all dialog texts of the dialog text m and the dialog text m belonging to the same author a:
in dialog text m j Belong to the author context C A (m) time, dialog text m i With the dialog text m j Probability P of belonging to the same session A (d ij ) Comprises the following steps:
in the formula, N represents a probability density function of normal distribution, μ a Mean value of probability density function of normal distribution, set to 0, sigma a Represents the standard deviation of a normally distributed probability density function belonging to the author context,
the reference context C C (m) all other dialog texts of author a mentioned by said dialog text m and of author a mentioned by said dialog text m:
in the formula, M a All of the dialog text representing author a,
in the dialog text m j Belong to the reference context C C (m) time, dialog text m i With the dialog text m j Probability P of belonging to the same session C (d ij ) Comprises the following steps:
in the formula, mu c Mean value of probability density function of normal distribution, set to 0, sigma c Represents the standard deviation of a normally distributed probability density function belonging to a reference context,
the temporal context C T (m) is made up of all other sentences except the dialog text m:
C T (m)＝M\m (10)
in the formula, M represents all the dialog texts,
in the dialog text m j Belong to the temporal context C T (m), dialog text m i With the dialog text m j Probability P of belonging to the same session T (d ij ) Comprises the following steps:
in the formula, mu T Mean value of probability density function of normal distribution, set to 0, sigma T The standard deviation of the normally distributed probability density function belonging to the temporal context is represented.
4. The community-system-based quality of service management system according to claim 1, wherein:
wherein the service management device further comprises a reply interval statistic part and an average reply time calculating part,
the reply interval counting unit counts a time interval between a dialogue message initially sent by the user and a dialogue message replied by the employee in the request service session to obtain a reply interval corresponding to each request service session,
the average reply time calculation part calculates the average reply time of each employee account according to the reply interval,
and the service quality judgment generation part judges the service quality of each employee according to the average reply time when judging the service quality of each employee according to the service reply proportion.
5. The community-system-based quality of service management system according to claim 4, wherein:
wherein the service quality determination information is quality rating information,
the quality rating information is high when the service reply percentage is above 80% and the average reply time is below 5 minutes, the quality rating information is low when the service reply percentage is below 40% and the average reply time is above 1 hour, and the quality rating information is general when the service reply percentage and the average reply time are otherwise.
6. The community-system-based quality of service management system according to claim 4, wherein:
wherein the service quality judgment information is scoring information.
7. The community-system-based quality of service management system according to claim 1, wherein:
wherein the service management device further comprises a user service demand statistic part and a demand level judging part,
the user service requirement counting part counts the number of the request service sessions in each community to obtain the number of user service requirements,
the required degree determination section determines the degree of the user service requirement for each of the communities based on the number of the user service requirements,
the prompt information generating part generates corresponding requirement prompt information according to the user service requirement degree,
and the service side communication part respectively sends the requirement prompt information to the corresponding staff terminals according to the staff account numbers.
8. The community-system-based quality of service management system according to claim 7, wherein:
wherein the session information acquisition unit acquires the session message stream periodically at intervals of one week,
the user service demand degree is demand rating information,
the demand rating information is high when the user service demand quantity is above 25, the demand rating information is low when the user service demand quantity is below 5, and the demand rating information is general when the user service demand quantity is other numerical values.
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