CN111294468A - Tone quality detection and analysis system for customer service center calling - Google Patents
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Abstract
The invention relates to the technical field of voice quality inspection, and discloses a voice quality inspection analysis system for customer service center calling, which comprises a calling center module, a voice recognition module and a text recognition module, wherein the calling center is connected with the voice recognition module through a serial port and is used for collecting voice information in the calling center module and transmitting recorded information to the voice recognition module; the text recognition module is connected with a central information processor through a serial port. The voice quality detection and analysis system for the customer service center calling utilizes the call emotion recognition system in the speaker voice separation module to analyze the situation and attitude trend of customer service attitude, so that a customer service quality detection manager can timely grasp the situation of the customer service quality, detect the customer service quality and problems encountered in a service flow, secondarily extract and check corresponding characteristics and determine the corresponding requirements of customers, analyze and mine the information of the customers in voice, and further discover the commercial value of the customer service.
Description
Technical Field
The invention relates to the technical field of voice quality inspection, in particular to a voice quality inspection analysis system for customer service center calling.
Background
Customer service, i.e. customer service for short, mainly used for embodying a customer satisfaction oriented value view, it integrates and manages at the preset optimum cost, all elements of customer interface in the service combination, in broad sense, any content capable of improving customer satisfaction belongs to the customer service scope, the speech recognition technology aims at converting the vocabulary content in human speech into computer readable input, the speech recognition technology relates to the fields of signal processing, pattern recognition, probability theory and information theory, sound production mechanism and auditory mechanism, artificial intelligence, etc., as the key technology of human-computer interaction, the speech recognition technology is in the call center, the system has wide application in telecom value-added, enterprise informatization systems, intelligent robots, intelligent outbound, intelligent vehicle-mounted and other application systems, and the quality inspection analysis engine performs quality inspection and quality control on voice of a customer service seat in a telephone customer service center or a call center.
The existing customer service call center still adopts a manual quality inspection form to carry out quality inspection and quality control on the voice of a telephone customer service center or a call center to a customer service seat, subjective judgment is easily generated through the manual quality inspection mode, quality inspection repetitive work causes quality inspectors to be tired, the operation efficiency is relatively low, timely analysis and mining on information leaked by users in the voice are not facilitated, further commercial value hidden in user information is not facilitated to be explored, and the customer service center call speech quality inspection analysis system is provided for the purpose.
Disclosure of Invention
The invention provides a voice quality inspection analysis system for customer service center calling, which has the advantages of analyzing and mining the information of customers in voice and further exploring the commercial value, and solves the problems that the existing customer service call center still adopts the form of manual quality inspection to perform quality inspection and quality control on the voice of a customer service seat by a telephone customer service center or a call center, subjective judgment is easy to generate by the manual quality inspection, quality inspection repeatability causes quality inspectors to be tired, the operation efficiency is relatively low, timely analysis and mining on the information leaked by users in voice are not facilitated, and the commercial value hidden in user information is not facilitated to be further explored.
In order to achieve the above purpose, the invention provides the following technical scheme to realize: a customer service center calling speech quality detection analysis system comprises a call center module, a speech recognition module and a text recognition module, wherein the call center is connected with the speech recognition module through a serial port and is used for collecting speech information in the call center module and transmitting recording information to the speech recognition module; the text recognition module is connected with a central information processor through a serial port, an A/D converter is connected between the voice recognition module and the text recognition module through a serial port, and the A/D converter is used for converting an analog signal into a digital signal and transmitting the converted digital signal to the central information processor through the text recognition module; the central information processor is connected with a Web service module through a wireless transmission module, the Web service module is used for providing network signals, the Web service module is electrically connected with a data analysis module, and the data analysis module is electrically connected with an analysis result display screen through a serial port and used for analyzing and displaying received data information.
Optionally, the voice recognition module includes a speaker voice separation module, an index medium module and a structured retrieval module; the index medium module is used for analyzing text information, emotion fluctuation information, sentence length, speaking time points of users and customer service and corresponding speaking contents contained in the voice, and the structured retrieval module is used for recording and analyzing all retrieval structures and information required to be filled by the users.
Optionally, the speaker voice separation module comprises a call emotion recognition system, first feature extraction and analysis, corresponding scene judgment output and potential business information mining, the speaker voice separation module adopts front-end voice processing which comprises noise removal, endpoint detection, intelligent interruption and intelligent segmentation, obtains more accurate voice description by utilizing the difference between voice signals and noise, reduces the influence of the noise on actual voice, so as to obtain the voice communication information more suitable for identifying the client and the customer service, the speaker voice separation module and the conversation emotion identification system analyze the situation and attitude trend of the customer service attitude, the method is characterized in that a user service quality inspection manager can conveniently and timely grasp the condition of the user service quality, the characteristics are firstly extracted and analyzed for the requirements extracted by the user, and corresponding repeated keywords are extracted from the chat sentences and integrated.
Optionally, the central information processor includes a common word determining module, a potential information identifying module and a data storage module, the potential information identifying module includes a customer intention analyzing module, a corresponding feature secondary extracting module and a checking module to determine a corresponding requirement, and the potential information identifying module is configured to further mine repeated keywords of the customer, extend to a corresponding field according to the corresponding keywords, and check corresponding potential requirement information.
The invention provides a voice quality detection and analysis system for customer service center calling, which has the following beneficial effects:
the voice quality detection and analysis system for customer service center calling utilizes the call emotion recognition system in the caller voice separation module to analyze the situation and attitude trend of customer service attitude, so that a customer service quality detection manager can timely grasp the situation of customer service quality, detect customer service quality and problems encountered in service flow, analyze the intention of customers in the potential information recognition module, secondarily extract and check corresponding characteristics and determine the corresponding requirements of the customers, analyze and mine the information of the customers in voice, and further develop the commercial value of the customers.
Drawings
FIG. 1 is a schematic view of the overall system flow structure of the present invention;
FIG. 2 is a detailed diagram of the speech recognition module of the present invention;
FIG. 3 is a flow diagram of a speaker voice separation module of FIG. 2;
fig. 4 is a detailed diagram of the potential information identification module of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1-4, a customer service center call word tone quality analysis system includes a call center module, a voice recognition module and a text recognition module, wherein the call center is connected with the voice recognition module through a serial port, and is used for collecting voice information in the call center module and transmitting the recorded voice information to the voice recognition module, the voice recognition module searches a text sequence most matched with input voice according to a matching program of an acoustic model and a language model by adopting a PSTT system, and can output more fuzzy results to support more accurate secondary retrieval for a user to search up-to-date hot spot information; the text recognition module is connected with a central information processor through a serial port, an A/D converter is connected between the voice recognition module and the text recognition module through a serial port, and the A/D converter is used for converting an analog signal into a digital signal and transmitting the converted digital signal to the central information processor through the text recognition module; the central information processor is connected with a Web service module through a wireless transmission module, the Web service module is used for providing network signals, the Web service module is electrically connected with a data analysis module, and the data analysis module is electrically connected with an analysis result display screen through a serial port and used for analyzing and displaying received data information.
The voice recognition module comprises a speaker voice separation module, an index medium module and a structured retrieval module; the index medium module is used for analyzing text information, emotion fluctuation information, sentence length, speaking time points of users and customer service and corresponding speaking contents contained in the voice, the structured retrieval module is used for recording and analyzing all retrieval structures and information required to be filled by the users, a conversation emotion recognition system in the speaker voice separation module is used for analyzing the situation and attitude trend of customer service attitude, so that a customer service quality inspection manager can grasp the situation of the customer service quality in time, problems encountered in the customer service quality and service flow are detected, the intention analysis of customers in the potential information recognition module is used for carrying out secondary extraction and checking on corresponding characteristics and determining the requirements corresponding to the customers, the information of the customers in the voice can be analyzed and mined, and the business value in the voice can be further mined.
The speaker voice separation module adopts front-end voice processing, the front-end voice processing comprises noise removal, endpoint detection, intelligent interruption and intelligent segmentation, more accurate voice description is obtained by utilizing the difference between voice signals and noise, the influence of noise on actual voice is reduced, voice communication information more suitable for identifying clients and customer service is obtained, the voice characteristics of the users can be automatically analyzed on line, decoding parameters are automatically optimized, the identification effect can be continuously optimized, the speaker voice separation module analyzes the condition and attitude trend of customer service attitude by the voice emotion recognition system, so that a customer service quality inspection manager can timely grasp the condition of the customer service quality, the first extraction and analysis of the features is used for extracting the requirements of the user, and corresponding repeated keywords are extracted from the chat sentences and integrated.
The central information processor comprises a common word determining module, a potential information identifying module and a data storage module, wherein the potential information identifying module comprises customer intention analysis, secondary corresponding feature extraction and checking to determine corresponding requirements, and the potential information identifying module is used for further mining repeated keywords of customers, extending to corresponding fields according to the corresponding keywords and checking corresponding potential requirement information.
It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus.
Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (4)
1. The utility model provides a customer service center calls with speech quality testing analytic system, includes call center module, speech recognition module and text recognition module, its characterized in that: the call center connection is connected with the voice recognition module through a serial port and is used for collecting voice information in the call center module and transmitting the recording information to the voice recognition module; the text recognition module is connected with a central information processor through a serial port, an A/D converter is connected between the voice recognition module and the text recognition module through a serial port, and the A/D converter is used for converting an analog signal into a digital signal and transmitting the converted digital signal to the central information processor through the text recognition module; the central information processor is connected with a Web service module through a wireless transmission module, the Web service module is used for providing network signals, the Web service module is electrically connected with a data analysis module, and the data analysis module is electrically connected with an analysis result display screen through a serial port and used for analyzing and displaying received data information.
2. The system according to claim 1, wherein the customer service center calls the voice quality analysis module by: the voice recognition module comprises a speaker voice separation module, an index medium module and a structured retrieval module; the index medium module is used for analyzing text information, emotion fluctuation information, sentence length, speaking time points of users and customer service and corresponding speaking contents contained in the voice, and the structured retrieval module is used for recording and analyzing all retrieval structures and information required to be filled by the users.
3. The system according to claim 2, wherein the customer service center calls the voice quality analysis module by: the speaker voice separation module comprises a conversation emotion recognition system, first feature extraction and analysis, corresponding scene judgment output and potential business information mining, the speaker voice separation module adopts front-end voice processing which comprises noise removal, endpoint detection, intelligent interruption and intelligent segmentation, obtains more accurate voice description by utilizing the difference between voice signals and noise, reduces the influence of the noise on actual voice, so as to obtain the voice communication information more suitable for identifying the client and the customer service, the speaker voice separation module and the conversation emotion identification system analyze the situation and attitude trend of the customer service attitude, the method is characterized in that a user service quality inspection manager can conveniently and timely grasp the condition of the user service quality, the characteristics are firstly extracted and analyzed for the requirements extracted by the user, and corresponding repeated keywords are extracted from the chat sentences and integrated.
4. The system according to claim 1, wherein the customer service center calls the voice quality analysis module by: the central information processor comprises a common word determining module, a potential information identifying module and a data storage module, wherein the potential information identifying module comprises client intention analysis, secondary corresponding feature extraction and checking to determine corresponding requirements, and the potential information identifying module is used for further mining repeated keywords of a client, extending to a corresponding field according to the corresponding keywords and checking corresponding potential requirement information.
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| CN111109888A (en) * | 2018-10-31 | 2020-05-08 | 仁宝电脑工业股份有限公司 | Intelligent wine cabinet and management method for same |
| CN111696528A (en) * | 2020-06-20 | 2020-09-22 | 龙马智芯（珠海横琴）科技有限公司 | Voice quality inspection method and device, quality inspection equipment and readable storage medium |
| CN111835663A (en) * | 2020-07-16 | 2020-10-27 | 普强时代(珠海横琴)信息技术有限公司 | Real-time call monitoring method based on network packet capturing analysis |
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| CN111109888B (en) * | 2018-10-31 | 2022-10-14 | 仁宝电脑工业股份有限公司 | Intelligent wine cabinet and management method for wine cabinet |
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