CN111049999A - Voice customer service quality inspection system and customer service quality inspection equipment - Google Patents
Voice customer service quality inspection system and customer service quality inspection equipment Download PDFInfo
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- CN111049999A CN111049999A CN201811183676.3A CN201811183676A CN111049999A CN 111049999 A CN111049999 A CN 111049999A CN 201811183676 A CN201811183676 A CN 201811183676A CN 111049999 A CN111049999 A CN 111049999A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L15/18—Speech classification or search using natural language modelling
- G10L15/1822—Parsing for meaning understanding
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; 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
- G10L25/60—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 measuring the quality of voice signals
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; 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
Abstract
The embodiment of the invention provides a voice customer service quality inspection system and a customer service quality inspection device, wherein the voice customer service quality inspection system comprises: the acquisition unit is suitable for acquiring an audio interactive file to be subjected to quality inspection; the voice emotion recognition unit is suitable for performing emotion recognition on the audio interaction file and recognizing the voice emotion type conveyed in the voice characteristics of the customer service; the voice transcription unit is suitable for transcribing the audio interaction file into a text file; the semantic emotion recognition unit is suitable for performing semantic recognition on the transcribed text file and recognizing the semantic emotion type of the customer service conveyed in the content of the text file; the first judgment unit is suitable for determining the service quality of the customer service according to the recognized speech emotion type and semantic emotion type of the customer service to obtain a first quality inspection result of the customer service; and the output unit is suitable for outputting the quality inspection result of the customer service. By adopting the scheme, the quality of voice customer service quality inspection can be improved.
Description
Technical Field
The embodiment of the invention relates to the technical field of voice processing, in particular to a voice customer service quality inspection system and customer service quality inspection equipment.
Background
In order to improve the customer service satisfaction, special customer service personnel usually interact with the customer to perform pre-sale, in-sale or after-sale services, such as providing consultation services, quality guarantee services of products, use feedback of products, and the like. Currently, customer service can be divided into two categories according to different communication media with customers: one is character customer service and the other is voice customer service. Text customer service refers to customer service that is performed primarily in the form of typed chatting. Voice customer service mainly includes customer service in the form of telephone or online voice.
In order to ensure the service quality of customer service, quality inspection is conventionally performed by manual sampling inspection, but this consumes huge manpower, material resources and time.
With the development of technology, currently, for voice customer service, a voice emotion recognition mode is adopted to check whether the service attitude of the voice customer service is friendly.
However, there may be some cases where the quality of service is not actually satisfactory to the customer, but is difficult to detect by the quality inspection method using speech emotion recognition as described above.
Disclosure of Invention
The technical problem to be solved by the embodiment of the invention is how to improve the quality of voice customer service quality inspection.
The embodiment of the invention provides a voice customer service quality inspection system, which comprises: the acquisition unit is suitable for acquiring an audio interactive file to be subjected to quality inspection; the voice emotion recognition unit is suitable for performing emotion recognition on the audio interaction file and recognizing the voice emotion type conveyed in the voice characteristics of the customer service; the voice transcription unit is suitable for transcribing the audio interaction file into a text file; the semantic emotion recognition unit is suitable for performing semantic recognition on the transcribed text file and recognizing the semantic emotion type of the customer service conveyed in the content of the text file; the first judgment unit is suitable for determining the service quality of the customer service according to the recognized speech emotion type and semantic emotion type of the customer service to obtain a first quality inspection result of the customer service; and the output unit is suitable for outputting the quality inspection result of the customer service.
Optionally, the voice customer service quality inspection system further includes: the emotion change trend recognition unit is suitable for recognizing the emotion change trend of the client in the conversation process; and the second judging unit is suitable for determining the service quality of the corresponding customer service according to the recognized emotion change trend of the customer in the conversation process to obtain a second quality inspection result.
Optionally, the voice customer service quality inspection system further includes: and the weighting operation unit is suitable for performing weighting operation on the first quality inspection result and the second quality inspection result according to a preset weight before the output unit outputs the quality inspection result, so that the quality inspection result of the customer service is obtained.
Optionally, the emotion change trend recognition unit includes: the first emotion recognition subunit is suitable for recognizing the speech emotion type conveyed in the speech characteristics in each conversation of the client in the conversation process; the first trend identification subunit is suitable for determining the voice emotion change trend of the client in the conversation according to the identified voice emotion types conveyed by the client in the voice characteristics in each conversation during the conversation.
Optionally, the emotion change trend recognition unit includes: the second emotion recognition subunit is suitable for recognizing the speech emotion type of the client conveyed by the text file content of each conversation in the conversation process; and the second trend identification subunit is suitable for determining the voice emotion change trend of the client in the conversation process according to the emotion types of the client, which are identified and conveyed by the text file content of each conversation in the conversation process.
Optionally, the emotion change trend recognition unit includes: the third emotion recognition subunit is suitable for recognizing the speech emotion type conveyed in the speech features of the client in each conversation in the conversation process; the fourth emotion recognition subunit is suitable for recognizing semantic emotion types of the clients conveyed in the text file content corresponding to each conversation in the conversation process; and the third trend identification subunit is suitable for identifying the emotion change trend of the client in the conversation process by combining the change of the voice emotion type and the change of the semantic emotion type of the client in the conversation process.
Optionally, the first judging unit is adapted to determine that the customer service is a negative emotion when any one of the recognized speech emotion type and semantic emotion type of the customer service is a negative emotion.
Optionally, the first judging unit is adapted to determine the negative emotion level of the customer service by combining the recognized negative emotion level corresponding to the speech emotion type of the customer service and the recognized negative emotion level corresponding to the semantic emotion type.
Optionally, the voice customer service quality inspection system further includes: and the early warning unit is suitable for sending early warning information to equipment corresponding to a superior manager of the customer service when the negative emotion level corresponding to the voice emotion type and the negative emotion level corresponding to the semantic emotion type which are monitored in real time reach preset intensity.
Optionally, the voice customer service quality inspection system further includes: and the service suggestion generating unit is suitable for generating a service improvement suggestion corresponding to the customer service according to the quality inspection result.
The embodiment of the invention also provides customer service quality inspection equipment which comprises any one of the voice customer service quality inspection systems.
By adopting the voice customer service quality inspection system provided by the embodiment of the invention, on one hand, the voice emotion type conveyed in the voice characteristics of the customer service is identified through voice emotion identification, on the other hand, the semantic emotion type of the customer service conveyed in the text file content is identified through semantic identification of the transcribed text, and the service quality of the customer service is determined by combining the voice emotion type and the semantic emotion type of the customer service. Because the emotional characteristics of the customer service transmitted in the aspects of voice and semantics are considered in the quality inspection process, the service quality of the customer service can be more comprehensively inspected, missing inspection and false inspection are avoided, and the quality of voice customer service quality inspection can be improved.
And further, determining the service quality of the corresponding customer service according to the emotion change trend of the client in the conversation process by identifying the emotion change trend of the client in the conversation process, so as to obtain a second quality inspection result. The emotion change trend of the customer in the conversation process can reflect the influence of customer service on the customer emotion more accurately, so that the service quality of the customer service can be reflected, the second quality inspection result is used as a part of the quality inspection result, the quality inspection result can be more accurate and comprehensive, and the quality of voice customer service quality inspection can be further improved.
Further, the first quality inspection result and the second quality inspection result are subjected to weighting operation according to preset weights to obtain a quality inspection result of the customer service, and the quality inspection result can more accurately reflect the service quality of the customer service by distributing reasonable weights, so that the quality inspection result can be more accurate.
Furthermore, by identifying the voice emotion change trend of the client in the conversation process, the emotion change of the client can be reflected more truly, and further the influence of the customer service on the emotion of the client in the whole conversation process can be identified more accurately, so that the quality inspection result is more objective and comprehensive.
Furthermore, by identifying the semantic emotion change trend of the client in the conversation process, the emotion change of the client can be reflected more truly, and further the influence of the customer service on the emotion of the client in the whole conversation process can be identified more accurately, so that the quality inspection result is more objective and comprehensive.
Furthermore, by identifying the voice emotion change trend and the semantic emotion change trend of the client in the conversation process, the emotion change of the client in the whole conversation process can be truly and comprehensively reflected, so that the influence of the client on the emotion of the client in the whole conversation process can be more accurately determined, and the quality inspection result can be more objective, comprehensive and accurate.
Further, when any one of the voice emotion type and the semantic emotion type of the customer service is recognized as a negative emotion, the customer service is determined as the negative emotion, so that missing detection can be avoided, and quality inspection can be improved.
Further, when the fact that the negative emotion level corresponding to the voice emotion type and the negative emotion level corresponding to the semantic emotion type of the customer service reach the preset intensity is monitored in real time, early warning information is sent to equipment corresponding to a superior manager of the customer service, the superior manager can find out abnormal service as soon as possible and intervene in time conveniently, and further serious situation expansion is avoided.
Further, the service improvement suggestion corresponding to the customer service is generated according to the quality inspection result, and the quality inspection result is more accurate, comprehensive and objective, so that the customer service can carry out targeted optimization on the service quality according to the service improvement suggestion, the service quality can be improved practically, and the efficiency and the effect of improving the customer service are improved.
Drawings
FIG. 1 is a schematic structural diagram of a voice customer service quality inspection system according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram of another voice customer service quality inspection system according to an embodiment of the present invention.
Detailed Description
As mentioned above, currently, for voice customer service, quality inspection is performed by means of voice emotion recognition. However, some quality of service may not be practically satisfactory to the customer, but is difficult to detect using speech emotion recognition.
In order to solve the above problems, the voice customer service quality inspection system adopted in the embodiment of the present invention identifies the voice emotion type conveyed in the voice feature of the customer service through voice emotion recognition, and identifies the semantic emotion type of the customer service conveyed in the text file content through semantic recognition on the transcribed text, and determines the service quality of the customer service by combining the voice emotion type and the semantic emotion type of the customer service. In the quality inspection process, the emotional characteristics of the customer service transmitted in the aspects of voice and semantics are considered, missing inspection and false inspection are avoided, and therefore the quality of voice customer service quality inspection can be improved.
In order that those skilled in the art may better understand and realize the embodiments of the present invention, the detailed description is given below by way of specific embodiments with reference to the accompanying drawings.
As shown in fig. 1, an embodiment of the present invention provides a voice customer service quality inspection system 10, including: the system comprises an acquisition unit 11, a speech emotion recognition unit 12, a speech transcription unit 13, a semantic emotion recognition unit 14, a first judgment unit 15 and an output unit 16, wherein:
the acquisition unit 11 is suitable for acquiring an audio interactive file to be subjected to quality inspection;
the voice emotion recognition unit 12 is suitable for performing emotion recognition on the audio interaction file and recognizing the voice emotion type conveyed in the voice characteristics of the customer service;
a voice transcription unit 13 adapted to transcribe the audio interaction file into a text file;
the semantic emotion recognition unit 14 is suitable for performing semantic recognition on the transcribed text file and recognizing the semantic emotion type of the customer service conveyed in the content of the text file;
the first judging unit 15 is suitable for determining the service quality of the customer service according to the recognized speech emotion type and semantic emotion type of the customer service to obtain a first quality inspection result of the customer service;
and the output unit 16 is suitable for outputting the quality inspection result of the customer service.
By adopting the voice customer service quality inspection system, the emotional characteristics of the customer service conveyed by the voice and the semantic aspects are considered in the quality inspection process, so that the service quality of the customer service can be inspected more comprehensively, the omission and the false inspection are avoided, and the quality of the voice customer service quality inspection can be improved.
In a specific implementation, the obtaining unit 11 may obtain the audio interactive file to be subjected to the quality inspection in real time on line, or may obtain the audio interactive file to be subjected to the quality inspection off line. In addition, the audio interactive file to be subjected to quality inspection can be acquired by adopting a random sampling inspection mode, and quality inspection can be performed on all customer services or all service records of a certain customer service.
Research has shown that the speech parameter variations caused by a certain emotional state are approximately the same among different people, with only minor differences. Thus, the change in emotion can be reflected by the speech feature parameter.
In a specific implementation, the speech emotion recognition unit 12 may extract the speech feature parameters of the customer service from the audio interaction file, and determine the type of speech emotion conveyed in the speech feature of the customer service based on the extracted speech feature parameters of the customer service.
In specific implementation, the corresponding voice feature parameters can be selected according to needs, or in order to more accurately and comprehensively select the voice feature parameters in multiple dimensions.
In an embodiment of the present invention, the speech feature parameters include at least one of: fundamental frequency, energy, speech rate, formant frequency, duration of individual syllables, pause time between syllables, linear prediction coefficient, Mel-cepstral coefficient.
In a specific implementation, the speech emotion types can be classified into different types according to different emotion models. For example, four basic mood types can be distinguished: anger, happiness, sadness, surprise. There are also eight basic mood types: fear, surprise, sadness, disgust, anger, expectation, happiness, acceptance. It can also be simply divided into two mood types, positive and negative.
In a specific implementation, the voice transcription unit 13 may transcribe the audio interaction file into a text file based on a preset language model. In an embodiment of the invention, the audio interaction file is converted into a text file based on a deep full-sequence convolutional neural network. In another embodiment of the invention, the audio interaction file is converted into a text file based on a hidden Markov model.
In order to improve the transcription effect, the adopted language model can be trained before the preset language model is adopted for transcription. Specifically, a preset language model can be used for transcribing a small part of audio interaction files, manually correcting the transcription result, and training the language model after correct correction. And then, adopting the trained language model to transcribe the other part of the audio interaction files, manually correcting the audio interaction files, and training the language model after manual correction until the accuracy of the language model reaches a preset transcription effect. For example, the accuracy rate reaches more than 90%.
In a specific implementation, the semantic emotion recognition unit 14 may match the transcribed text file with a preset negative emotion text database, and determine the semantic emotion type of the customer service according to a matching result.
In a specific implementation, the negative emotion text database includes entries of at least one of the following types: negative emotional keywords, negative emotional sentences.
In specific implementation, the entries in the negative emotion text library can be obtained through training, and can also be set by considering specific characteristics of different industries and different fields. Examples of negative emotion keywords are as follows: "broke", "cheat", "no pubic", "complaint", "how to do", "useless", "inconvenient", "troubled", "bad", "disappointed", "garbage", "bad", "uncomfortable", "waste", "rotten", "bad", "tangy", "garbled", "so long", "what to do", "silent", "drunk", "angry", "sick", "not to do", "nobody", and the like. Or some dirty words. In order to reflect the meanings of the negative emotion keywords more accurately, corresponding example sentences can be set in the entries in the negative emotion text library. For example, for the keyword "cheat", the corresponding illustrative sentence "cheat company" is set.
In particular implementation, in order to determine the emotional state more finely and perform quantitative evaluation, corresponding emotion levels can be set for various emotion types. For example, corresponding emotion levels may be set for the speech emotion type and the semantic emotion type. The entries in the negative emotion text library are also provided with corresponding negative emotion levels, for example distinguished by high, medium, low sensitivity, or by quantified numbers. For example, "none" and "nobody" in the sensitivity priority of the above negative emotion keywords may be set to low sensitivity, and other negative emotion keywords and visceral words may be set to high sensitivity.
In a specific implementation, a plurality of negative emotion levels of dimension evaluation customer service can be set in the semantic emotion recognition process. For example, from aggression, insults, sensitivity, etc.; or set from the strength of semantic emotion: such as negative emotions that are less intense than angry emotions. Or judging by combining the strong emotion and the semantic damage degree. The degree of semantic damage may be determined from the severity of one or more of aggression, insults, sensitivity, etc.
In a specific implementation, the first judging unit 15 is adapted to determine that the customer service is a negative emotion when any one of the recognized speech emotion type and semantic emotion type of the customer service is a negative emotion.
In a specific implementation, the first determining unit 15 is adapted to determine the negative emotion level of the customer service by combining the recognized negative emotion level corresponding to the speech emotion type and the recognized negative emotion level corresponding to the semantic emotion type.
In a specific implementation, the emotion types can be simply classified into positive emotions, negative emotions, and neutral emotions. And when any one of the recognized voice emotion type and the recognized semantic emotion type of the customer service is a negative emotion, determining the customer service as the negative emotion, so that missing detection can be avoided.
For example, it may be that a guest takes a very sweet sound: "how so easy you are", if only through speech emotion recognition, the negative emotion of the customer service client cannot be detected, and through semantic recognition, matching the negative emotion with the entry in the preset negative emotion text library can identify the negative emotion expressed in the text content, so that missing detection can be avoided.
In specific applications, it may also occur that the guest has spoken words with neutral or friendly meanings in a very unfriendly mood, which may also be missed if only by semantic recognition. Therefore, the real emotion of the customer service can be comprehensively recognized by combining the speech emotion recognition and the semantic emotion recognition.
In a specific implementation, the negative emotion level of the customer service can be determined by combining the recognized negative emotion level corresponding to the speech emotion type and the recognized negative emotion level corresponding to the semantic emotion type.
In a specific implementation, the quality inspection result output by the output unit 16 may be a relatively rough judgment such as pass or fail, or may give an emotion type that the entire customer service is dominant, or output an emotion figure of the customer service, so as to more objectively reflect the overall service attitude of the customer service. And outputting corresponding graphic representations according to the proportion of various emotion types to the user portrait.
In a specific implementation, referring to fig. 1, the voice customer service quality inspection system 10 may further include: and the early warning unit 17 is suitable for sending early warning information to equipment corresponding to a superior manager of the customer service when the negative emotion level corresponding to the voice emotion type and the negative emotion level corresponding to the semantic emotion type which are monitored in real time reach preset intensities.
In specific implementation, the negative emotion level corresponding to the voice emotion type and the negative emotion level corresponding to the semantic emotion type of the customer service can be detected in real time, and when the negative emotion level corresponding to the voice emotion type and the negative emotion level corresponding to the semantic emotion type of the customer service reach preset intensities, early warning information is sent to equipment corresponding to a superior manager of the customer service. For example, the emotional intensity of the customer service can be judged from dimensions such as semantic aggressiveness, insulting, sensitivity and the like, and the emotional intensity can be judged from emotional types such as negative emotion, anger and the like of voice.
By sending early warning to the superior manager, the manager can conveniently find and intervene in time as soon as possible, so that the situation is prevented from being further seriously expanded.
The following description is given by way of a specific application scenario.
Customer: i did not make a call recently, but also used the network of home and company, how do you get a nuisance?
Customer service: according to the system display, the main consumption of the Mr. is abroad, so the cost is expensive, and about 400 yuan is currently seen as the international traffic roaming fee.
Customer: but I did not go abroad! How do you get back to the end? Lead you to find that I is not clear with you.
Customer service: very sorry, we are not responsible for handling this.
Customer: that name is wonderful to make I so much money that I complain you, and you are so fool.
Customer service: you complain that you are good (with very angry mood), you are fool, and you are all at home.
In the scene, if real-time detection is carried out, when the situation that the person complains well, is fool and is all at home is detected, the person is judged to be very strong in emotion from voice and semanteme, and therefore early warning is immediately sent to the person in charge, the person in charge can intervene in time, and the problem is solved as early as possible.
In an embodiment of the present invention, for the above scenario, the pre-warning threshold that may be set is relatively low, for example, when "sorry is very sorry and the supervisor is not responsible for handling this" is detected in real time, the pre-warning is sent to the supervisor, so that the supervisor may have a possibility of earlier intervention, and the situation is prevented from continuously deteriorating.
In another embodiment of the invention, by detecting the emotion change trend of the client in real time, when the emotion of the client is detected to be deteriorated to a preset degree, an early warning is sent to a superior supervisor corresponding to the customer service, so that the supervisor can conveniently discover and intervene as early as possible. For example, a client is detected in the above scenario saying "I may not go abroad! How do you get back to the end? When the leaders are brought up and I are not clear to the leaders, early warning is sent to the supervisor of the corresponding customer service, and the occurrence of subsequent conversations can be avoided.
It can be understood that the emotion changes of the customer service and the client can be detected in real time at the same time, and when the emotion of any one of the customer service and the client is strong to the preset intensity, an early warning can be given.
In a specific implementation, referring to fig. 1, the voice customer service quality inspection system may further include: and the service suggestion generating unit 18 is adapted to generate a service improvement suggestion corresponding to the customer service according to the quality inspection result.
For example, if the quality inspection result is: the overall judgment is good, but the speech speed is too fast, so that the customer service can be reminded of slowing down the speech speed in a targeted manner.
The result obtained by the embodiment of the invention is more accurate, comprehensive and objective, so the customer service can carry out targeted optimization on the service quality according to the service improved suggestion, thereby the service quality can be improved practically, and the efficiency and the effect of improving the customer service are improved.
In a specific implementation, the voice customer service quality inspection system may be further expanded or optimized, referring to the voice customer service quality inspection system 20 shown in fig. 2, which is different from the foregoing embodiment in that the voice customer service quality inspection system 20 may further include: an emotion change tendency recognition unit 21 and a second judgment unit 22, wherein:
an emotion change tendency recognition unit 21 adapted to recognize an emotion change tendency of the client during the session;
and the second judging unit 22 is adapted to determine the service quality of the corresponding customer service according to the recognized emotion change trend of the customer in the session process, so as to obtain a second quality inspection result.
In an implementation, as shown in fig. 2, the voice customer service quality inspection system 20 may further include: and the weighting operation unit 23 is adapted to perform weighting operation on the first quality inspection result and the second quality inspection result according to a preset weight before the output unit outputs the quality inspection result, so as to obtain the quality inspection result of the customer service.
In the embodiment of the present invention, the warning unit 17 may issue a warning based on the determination result of the first determining unit 15, may issue a warning based on the determination result of the second determining unit 22, or issue a warning based on the processing result of the weighting calculating unit 23, and may be selected as needed.
By adopting the system provided by the embodiment of the invention, the emotion change trend of the client in the conversation process can be determined through the change of the emotion level corresponding to the emotion type of the client in the conversation process. By identifying the emotion change trend of the client in the conversation process, the emotion change of the client can be reflected more truly, and further the influence of the customer service on the emotion of the client in the whole conversation process can be identified more accurately, so that the quality inspection result is more objective and comprehensive.
For example, if the emotion change trend of the client in the session is from angry to flat, the service quality of the corresponding customer service is determined to be qualified; if the emotion change trend of the client in the conversation process is from angry to joyful, determining that the service quality of the corresponding customer service is excellent; if the emotion change trend of the customer in the conversation process is from angry to angry, determining that the service quality of the corresponding customer service is unqualified; and if the emotion change trend of the client in the session process does not obviously change, determining that the service quality of the corresponding client service is qualified.
It is to be understood that the above description is only an example and is not intended to limit the specific form of the service quality or the second quality inspection result determined for the corresponding customer service. In particular implementations, the presentation may also be in the form of a change in quantization numbers or a change in a curve or otherwise.
In particular implementations, the emotion change trend of the client during the session can be identified in various ways, which is exemplified below by several specific embodiments as follows:
in an embodiment of the present invention, the emotion change trend identification unit 21 may include: a first emotion recognition subunit (not shown) adapted to recognize the type of speech emotion conveyed in the speech feature in each dialogue of the client during the conversation; and a first trend identification subunit (not shown) adapted to determine a trend of speech emotion change of the client in the conversation according to the type of speech emotion identified, which is conveyed by the client in the speech features in each conversation during the conversation.
In another embodiment of the present invention, the emotion change tendency recognition unit 21 includes: a second emotion recognition subunit (not shown) adapted to recognize the speech emotion type of the client conveyed out by the text file content of each dialog during the session; and a second trend identification subunit (not shown) which is suitable for determining the voice emotion change trend of the client in the conversation process according to the emotion types of the client which are identified and conveyed by the text file content of each conversation in the conversation process.
In another embodiment of the present invention, the emotion change tendency recognition unit 21 includes: a third emotion recognition subunit (not shown) adapted to recognize the type of speech emotion conveyed in the speech characteristics of the client in each dialog during the session; a fourth emotion recognition subunit (not shown) adapted to recognize a semantic emotion type of the client conveyed in the text file content corresponding to each dialog during the session; and a third trend identification subunit (not shown) which is suitable for combining the change of the speech emotion type and the change of the semantic emotion type of the client in the conversation process to identify the emotion change trend of the client in the conversation process.
According to the embodiments, the emotion change of the client in the whole conversation process can be truly and comprehensively reflected by identifying the voice emotion change trend and/or the semantic emotion change trend of the client in the conversation process, so that the influence of the client on the emotion of the client in the whole conversation process can be more accurately identified, and the quality inspection result can be more objective, comprehensive and accurate.
In a specific implementation, the weighting operation unit 23 may perform a weighting operation on the first quality inspection result and the second quality inspection result according to a preset weight, so as to obtain a quality inspection result of the customer service, and output the quality inspection result as a whole. In an embodiment of the present invention, the weighting factors used are 0.5 and 0.5, respectively. It will be appreciated that the weighting factors may be set empirically, depending on the scenario.
The embodiment of the invention also provides corresponding customer service quality inspection equipment, which can comprise the voice customer service quality inspection system of any one of the embodiments and is not described in detail.
It should be understood that the above embodiments of the present invention can be combined arbitrarily, and are not described in detail.
Although the present invention is disclosed above, the present invention is not limited thereto. Various changes and modifications may be effected therein by one skilled in the art without departing from the spirit and scope of the invention as defined in the appended claims.
Claims (11)
1. A voice customer service quality inspection system, comprising:
the acquisition unit is suitable for acquiring an audio interactive file to be subjected to quality inspection;
the voice emotion recognition unit is suitable for performing emotion recognition on the audio interaction file and recognizing the voice emotion type conveyed in the voice characteristics of the customer service;
the voice transcription unit is suitable for transcribing the audio interaction file into a text file;
the semantic emotion recognition unit is suitable for performing semantic recognition on the transcribed text file and recognizing the semantic emotion type of the customer service conveyed in the content of the text file;
the first judgment unit is suitable for determining the service quality of the customer service according to the recognized speech emotion type and semantic emotion type of the customer service to obtain a first quality inspection result of the customer service;
and the output unit is suitable for outputting the quality inspection result of the customer service.
2. The voice customer service quality inspection system according to claim 1, further comprising:
the emotion change trend recognition unit is suitable for recognizing the emotion change trend of the client in the conversation process;
and the second judging unit is suitable for determining the service quality of the corresponding customer service according to the recognized emotion change trend of the customer in the conversation process to obtain a second quality inspection result.
3. The voice customer service quality inspection system according to claim 2, further comprising:
and the weighting operation unit is suitable for performing weighting operation on the first quality inspection result and the second quality inspection result according to a preset weight before the output unit outputs the quality inspection result, so that the quality inspection result of the customer service is obtained.
4. The voice customer service quality inspection system according to claim 2, wherein the emotion change tendency recognition unit includes:
the first emotion recognition subunit is suitable for recognizing the speech emotion type conveyed in the speech characteristics in each conversation of the client in the conversation process;
the first trend identification subunit is suitable for determining the voice emotion change trend of the client in the conversation according to the identified voice emotion types conveyed by the client in the voice characteristics in each conversation during the conversation.
5. The voice customer service quality inspection system according to claim 2, wherein the emotion change tendency recognition unit includes:
the second emotion recognition subunit is suitable for recognizing the speech emotion type of the client conveyed by the text file content of each conversation in the conversation process;
and the second trend identification subunit is suitable for determining the voice emotion change trend of the client in the conversation process according to the emotion types of the client, which are identified and conveyed by the text file content of each conversation in the conversation process.
6. The voice customer service quality inspection system according to claim 2, wherein the emotion change tendency recognition unit includes:
the third emotion recognition subunit is suitable for recognizing the speech emotion type conveyed in the speech features of the client in each conversation in the conversation process;
the fourth emotion recognition subunit is suitable for recognizing semantic emotion types of the clients conveyed in the text file content corresponding to each conversation in the conversation process;
and the third trend identification subunit is suitable for identifying the emotion change trend of the client in the conversation process by combining the change of the voice emotion type and the change of the semantic emotion type of the client in the conversation process.
7. The voice customer service quality inspection system according to claim 1, wherein the first judgment unit is adapted to determine that the customer service is a negative emotion when any one of the recognized voice emotion type and semantic emotion type of the customer service is a negative emotion.
8. The voice customer service quality inspection system according to claim 1, wherein the first determination unit is adapted to determine the negative emotion level of the customer service in combination with the recognized negative emotion level corresponding to the voice emotion type of the customer service and the negative emotion level corresponding to the semantic emotion type.
9. The voice customer service quality inspection system according to claim 8, further comprising: and the early warning unit is suitable for sending early warning information to equipment corresponding to a superior manager of the customer service when the negative emotion level corresponding to the voice emotion type and the negative emotion level corresponding to the semantic emotion type which are monitored in real time reach preset intensity.
10. The voice customer service quality inspection system according to any one of claims 1-9, further comprising: and the service suggestion generating unit is suitable for generating a service improvement suggestion corresponding to the customer service according to the quality inspection result.
11. A customer service quality inspection apparatus, characterized by comprising the voice customer service quality inspection system according to any one of claims 1 to 10.
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