CN112183417B - System and method for evaluating service capability of consultant in department of industry - Google Patents
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Abstract
The application relates to the field of real estate, in particular to a system and a method for evaluating service capability of a service advisor, wherein the system comprises the following steps: the input module is used for acquiring video images acquired by the camera; the processing module is used for receiving the video image, and extracting the human body image of the consultant from the video image according to the moving object detection algorithm and the face recognition algorithm; the database is used for storing the model to be tested and the standard sample model in advance; the judging module is used for receiving the human body image of the consultant of the industry, extracting the region of interest from the human body image according to the model to be tested in the database, judging whether the region of interest accords with the standard sample model according to the image comparison algorithm, and generating prompt information if the region of interest does not accord with the standard sample model; the output module is used for receiving and outputting prompt information; by adopting the scheme, the problem of low representativeness of the evaluation result can be solved.
Description
Technical Field
The application relates to the field of real estate, in particular to a system and a method for evaluating service capability of a service consultant.
Background
The consultant guides the customer to buy through the on-site service at the sales floor, promotes the sales of the floor, and provides the customer with the comprehensive talents of the specialized consultant type service of the investment setting. As a communication bridge in house transactions, the service capability of a business consultant is always the most important point of the real estate sales industry; however, how to evaluate the capacity of a consultant in the industry is a comprehensive problem and is a pain point for decision making in the industry.
In this regard, a method for evaluating service quality of a service advisor is disclosed in the document CN108960587a, which includes the following steps: sending an evaluation page to a client for a user to evaluate a consultant of the department according to the evaluation page; and when receiving the evaluation result fed back by the client, determining a target consultant according to the evaluation result, and updating evaluation data associated with the target consultant.
By adopting the scheme, the online evaluation can be carried out on the past service of the opposite consultant by receiving the evaluation result fed back by the client; similar to a questionnaire. However, the working efficiency of the evaluation mode is low, and the value of the evaluation result is easily limited by the recovery rate and the effective rate; in addition, the evaluation result ignores the real service process of the live advisor, so that objective evaluation cannot be performed on the live advisor, and the problem of low representativeness of the evaluation result exists.
Disclosure of Invention
The application aims to provide a system and a method for evaluating service capability of a consultant in a department of the industry, which can evaluate the problem of low representativeness of results.
The basic scheme provided by the application is as follows: a employment advisor service capability assessment system, comprising:
the input module is used for acquiring video images acquired by the camera;
the processing module is used for receiving the video image, and extracting the human body image of the consultant from the video image according to the moving object detection algorithm and the face recognition algorithm;
the database is used for storing the model to be tested and the standard sample model in advance;
the judging module is used for receiving the human body image of the consultant of the industry, extracting the region of interest from the human body image according to the model to be tested in the database, judging whether the region of interest accords with the standard sample model according to the image comparison algorithm, and generating prompt information if the region of interest does not accord with the standard sample model;
and the output module is used for receiving and outputting the prompt information.
The working principle and the advantages of the application are as follows:
in the scheme, a camera is arranged at a sales floor, video images are acquired in real time by the camera and sent to an input module in the system, and then a processing module extracts human body images of a consultant in the field from the video images according to a moving target detection algorithm and a face recognition algorithm; because the to-be-tested model and the standard sample model are prestored in the database, a corresponding region of interest can be extracted from the human body image of the set business consultant through the judging module according to the to-be-tested model, and whether the region of interest is consistent with the standard sample model or not is judged according to the image comparison algorithm, so that prompt information is generated; thereby achieving the purpose of guiding the service consultant to unify the service standard and improving the sales capacity.
Compared with the existing method for evaluating the service consultants through questionnaires, the method and the device can evaluate the standardability of the service consultant in the sales process according to the field images, so that most of labor cost can be saved, the operation flow is simplified, unified service standards of the service consultants are guided, and the sales capacity is improved; and objective evaluation can be performed by combining the real service process of the consultant of the arrangement, so that the representativeness of the evaluation result is improved.
Further, the models to be tested include a hair model and a dressing model.
The beneficial effects are that: the instrument is very important in the service process of the consultant, and the examination of the instrument mainly comprises hairstyles and emphasis; by pre-storing the hair model and the dressing model in the database, the corresponding region of interest can be conveniently detected and extracted from the human body image in the follow-up process.
Further, the database is also used for storing historical face images of the consultants and corresponding identity information in advance to generate a mapping relation table; and the processing module is also used for carrying out identity recognition on the consultant in the video image according to the historical face image.
The beneficial effects are that: the historical face information of the consultant in the database can be used as a sample for face recognition, so that the processing module can directly recognize according to the corresponding sample.
Furthermore, the moving object detection algorithm adopts an inter-frame difference method, and the image comparison algorithm adopts a perceptual hash algorithm.
The beneficial effects are that: the inter-frame difference method has simple principle and relatively small calculated amount, and can rapidly detect a moving target in a video image; the perceptual hash algorithm is also a method for searching similar pictures and has the characteristic of high processing speed.
Further, the system also comprises a sound acquisition module for acquiring sound information of the consultant of the department; the processing module is used for receiving and processing the sound information and generating text information; judging whether the text information is standard or not.
The beneficial effects are that: in the scheme, besides the assessment of the instrument of the opposite consultant, the voice information communicated with the client by the opposite consultant can be collected and identified, whether the voice information meets the specification or not is judged, the service standard is unified from various aspects, and the comprehensive capacity is improved.
Further, the judging module is further configured to judge whether the sound information is mandarin according to a voice recognition algorithm.
The beneficial effects are that: the method is convenient for detecting and judging whether the consultant speaks the Mandarin in the process of client communication, and improves sales capacity and professionals.
Further, the system also comprises a relation binding module and a first camera arranged at a gate of a sales building; the relation binding module is used for receiving the live advisor body image and the client body image acquired by the first camera, and if the distance information between the live advisor body image and the client body image is smaller than a preset threshold value, the relation binding is carried out.
The beneficial effects are that: typically, a customer will have a corresponding consultant to meet when arriving at the gate of the sales floor; for a consultant, the client is a resource claimed by the consultant and needs to provide service for the client; and determining and carrying out relation binding by judging the distance between the two images.
Further, the system also comprises cameras arranged on each exhibition stand; the acquisition module is also used for receiving the image information acquired by each camera and storing the image information into the database; and the judging module is also used for judging whether the business consultant goes to each exhibition stand along with the client bound by the relation according to the human body image in each image information.
The beneficial effects are that: the customer image information can be collected through cameras arranged on each exhibition stand in the office, and the relation binding module binds the customer and the service consultant responsible for service; and determining whether the consultant accompanies the customer or not according to the image information through the judging module.
The application also provides a service capability evaluation method of the consultant for the department, which comprises the following steps:
s1, acquiring a video image acquired by a camera;
s2, receiving a video image, and extracting a human body image of the consultant from the video image according to a moving target detection algorithm and a face recognition algorithm;
s3, receiving a human body image of a consultant of the industry, extracting an interested region from the human body image according to a model to be tested in a database, judging whether the interested region accords with a standard sample model according to an image comparison algorithm, and generating prompt information if the interested region does not accord with the standard sample model;
s4, outputting prompt information;
the beneficial effects are that: the technical scheme can evaluate the normalization of the sales process of the live consultant according to the live image, so that most of labor cost can be saved, the operation flow is simplified, the unified service standard of the live consultant is guided, and the sales capacity is improved; and objective evaluation can be performed by combining the real service process of the consultant of the arrangement, so that the representativeness of the evaluation result is improved.
Further, the moving object detection algorithm in step S2 adopts an inter-frame difference method.
The beneficial effects are that: the inter-frame difference method adopted in the scheme is simple in principle, relatively small in calculated amount and convenient for quickly detecting the moving target in the video image.
Drawings
FIG. 1 is a block diagram of a system and method for providing advisor service capability assessment in accordance with one embodiment of the present application.
FIG. 2 is a flowchart of a system and method for evaluating a service capability of a consultant in a business setting according to an embodiment of the present application.
Detailed Description
The following is a further detailed description of the embodiments:
example 1
As shown in fig. 1, a service capability evaluation system for a department consultant includes:
the input module is used for acquiring video images acquired by the camera;
the database is used for storing the model to be tested and the standard sample model in advance; wherein: the model to be tested comprises a hair model and a dressing model;
the processing module is used for receiving the video image, and extracting the human body image of the consultant from the video image according to the moving object detection algorithm and the face recognition algorithm; the method comprises the steps that a moving target detection algorithm is similar to an existing interframe difference method, and in order to be able to identify whether the moving target detection algorithm is a setting consultant or not, a database is also used for storing historical face images and corresponding identity information of the setting consultant in advance to generate a mapping relation table; the processing module is also used for carrying out identity recognition on the consultant in the video image according to the historical face image; the processing logic is similar to the existing face recognition algorithm of the hakuwei, and the technology is the prior art and is not repeated here.
The judging module is used for receiving the human body image of the consultant of the industry, extracting the region of interest from the human body image according to the model to be tested in the database, judging whether the region of interest accords with the standard sample model according to the image comparison algorithm, and generating prompt information if the region of interest does not accord with the standard sample model; specifically, the principle of extracting the region of interest is similar to the existing deep learning face detection algorithm, and eyes, eyebrows, nose, mouth and the like on the face can be tracked and positioned; in the scheme, the to-be-tested model is a plurality of hair models and dressing models pre-stored in a database, namely, characteristic areas (hair and dressing) of human body images of a construction consultant can be searched and positioned according to the existing hair models and dressing models, and an interested area is obtained; then comparing the interested region with the standard sample model according to the existing perceptual hash algorithm, specifically reducing the image to 8×8 size, and totally 64 pixels; converting the zoomed image into a gray level image, calculating the gray level average value of all pixel points in the gray level image, comparing the gray level value of each pixel point with the gray level average value, and if the gray level value of the pixel point is larger than or equal to the gray level average value, marking the pixel point as 1, and if the gray level value of the pixel point is smaller than the gray level average value, marking the pixel point as 0; combining the comparison results of the 64 pixel points to form a 64-bit binary integer, thereby obtaining a hash value; and calculating the Hamming distance (the Hamming distance between two equal-length character strings is the number of different characters at the corresponding positions of the two character strings) according to the Hamming value of the reference image and the Hamming value of the interested region, if the Hamming distance is smaller than a preset threshold (the threshold is 5 in the embodiment), namely calculating how many data bits are different in the 64-bit binary integers, if the number of the different data bits is not more than 5, the two pictures are very similar, the interested region is indicated to be similar to the standard sample model, and the generated prompting information comprises 'dressing meeting requirements', 'hair meeting requirements'.
Finally, the output module receives and outputs corresponding prompt information; evaluating the normalization of the sales process of the opposing consultants; the purpose of guiding the service consultant to unify the service standard and improving the sales capacity is achieved.
In other embodiments, the system further comprises a sound collection module for obtaining sound information of the consultant; the processing module is used for receiving and processing the sound information and generating text information; judging whether the text information is standard or not; in order to judge whether the consultant communicates with the Mandarin in the sales process, the judging module is also used for judging whether the sound information is the Mandarin according to a voice recognition algorithm; the voice recognition algorithm adopts the existing scientific large-scale flying voice recognition algorithm, mainly adopts the deep learning technology to train a network model, adopts a large number of marked mandarin voices and non mandarin voices to train the network model, and can finish the recognition work of voice information through the successfully trained network model; this technique is known in the art and will not be described in detail herein.
The basic execution flow of the system based on the method is shown in fig. 2, and the embodiment specifically comprises the following steps:
s1, acquiring a video image acquired by a camera;
s2, receiving a video image, and extracting a human body image of the consultant from the video image according to a moving target detection algorithm and a face recognition algorithm; specifically, in order to facilitate rapid detection of a moving object in a video image, an inter-frame difference method is adopted in the moving object detection algorithm in step S2;
s3, receiving a human body image of a consultant of the industry, extracting an interested region from the human body image according to a model to be tested in a database, judging whether the interested region accords with a standard sample model according to an image comparison algorithm, and generating prompt information if the interested region does not accord with the standard sample model;
s4, outputting prompt information.
Example two
Compared with the first embodiment, the device only comprises a first camera arranged at a gate of a sales building; the relation binding module is used for receiving the live advisor human body image and the client human body image acquired by the first camera, and if the distance information between the live advisor human body image and the client human body image is smaller than a preset threshold (the threshold is 20 cm), carrying out relation binding; likewise, each exhibition stand is respectively provided with a camera, an acquisition module and a database, wherein the acquisition module is also used for receiving the image information acquired by each camera and storing the image information into the database; and the judging module is also used for judging whether the business consultant goes to each exhibition stand along with the client bound by the relation according to the human body image in each image information.
Often, a business consultant waits and claims a new customer at the gate of a sales floor and is responsible for providing service to the customer as a resource of the customer; the relationship between the two can be bound through the human body image at the stage; then, collecting customer image information through cameras arranged on each exhibition stand in the resold building, wherein the relation binding module binds the customer and the service consultant responsible for service; determining whether the consultant accompanies the customer or not according to the image information through a judging module; and the detection and specification of the reception and service flows of the business consultant are facilitated.
Example III
Compared with the first embodiment, the processing module is only used for receiving the video image and positioning the live advisor in the video image according to the face recognition algorithm and the live advisor historical face image pre-stored in the database; the judging module is also used for receiving and processing the live advisor human body image and the client human body image in the video image, and judging that the live advisor does not serve the client currently if the distance information between the live advisor human body image and the client human body image is larger than a threshold value (30 cm); if a plurality of live advisor human body images exist in the video image, judging the interval distance between the live advisor human body images, extracting live advisor human face images with the interval distance smaller than a threshold value (20 cm), matching corresponding identity information from a database according to the human face images, and recording the corresponding identity information as a suspected boring state; receiving and processing current sound information of the live consultant through the processing module, converting the current sound information into character information according to the processing of the voice recognition algorithm, extracting and judging the character information of the suspected boring live consultant, and judging that the live consultant is not boring if the repetition degree of the character information is greater than a first threshold value (80 percent); on the contrary, if the repetition rate of the text information is lower than the second threshold value (20%), the possibility that the live advisor is chatting is judged to be high, the gyroscope information of a handheld terminal (such as a tablet computer) of the live advisor is judged, if the gyroscope information is changed, a microphone of the handheld terminal is turned on, whether the voice information of a client exists or not is judged through the microphone, and if the voice information of the client exists, the live advisor is communicated with the client and is not chatting; otherwise, defining that the business consultant is chatting; alternatively, if the repetition is between the first threshold and the second threshold (i.e., 20% < repetition < 80%), then the counselor is judged to have a problem with the surgical expression.
The processing module is also used for judging a face image of the client according to the facial expression detection model successfully trained in advance, and if the facial expression is frowning, judging that the client possibly needs assistance and generating position information; the system also comprises a recommending module, a server and a server, wherein the recommending module is used for acquiring the identity information of the chatting live advisor, sending the position information to the live advisor and prompting the live advisor to go to the client needing help;
the processing module is also used for identifying the text information of the business consultant, judging whether the problem is solved according to the text information, extracting the business consultant information bound with the client relationship if the text information comprises 'please wait', and prompting the business consultant to serve the client.
By adopting the scheme, the working state of the live-in consultant in the case field can be accurately judged, and the live-in consultant in an idle state is judged by combining the image and the voice acquired by the camera in the case field and the handheld terminal of the live-in consultant; the business consultants are prompted to help and serve clients in the case, so that the clients can be prevented from losing.
The foregoing is merely an embodiment of the present application, and a specific structure and characteristics of common knowledge in the art, which are well known in the scheme, are not described herein, so that a person of ordinary skill in the art knows all the prior art in the application date or before the priority date, can know all the prior art in the field, and has the capability of applying the conventional experimental means before the date, and a person of ordinary skill in the art can complete and implement the present embodiment in combination with his own capability in the light of the present application, and some typical known structures or known methods should not be an obstacle for a person of ordinary skill in the art to implement the present application. It should be noted that modifications and improvements can be made by those skilled in the art without departing from the structure of the present application, and these should also be considered as the scope of the present application, which does not affect the effect of the implementation of the present application and the utility of the patent. The protection scope of the present application is subject to the content of the claims, and the description of the specific embodiments and the like in the specification can be used for explaining the content of the claims.
Claims (8)
1. A employment advisor service capability assessment system, comprising:
the input module is used for acquiring video images acquired by the camera;
the processing module is used for receiving the video image, extracting the human body image of the consultant from the video image according to the moving object detection algorithm and the face recognition algorithm, and positioning the consultant in the video image according to the face recognition algorithm and the historical face image of the consultant pre-stored in the database;
the database is used for storing the model to be tested and the standard sample model in advance;
the judging module is used for receiving the human body image of the consultant of the industry, extracting the region of interest from the human body image according to the model to be tested in the database, judging whether the region of interest accords with the standard sample model according to the image comparison algorithm, and generating prompt information if the region of interest does not accord with the standard sample model;
the method is also used for receiving and processing the live advisor human body image and the client human body image in the video image to obtain the distance information between the live advisor human body image and the client human body image, and judging that the live advisor does not serve the client currently if the distance information between the live advisor human body image and the client human body image is more than 30 cm; if a plurality of live advisor human body images exist in the video image, judging the interval distance between the live advisor human body images, extracting live advisor human face images with the interval distance smaller than 20cm, matching corresponding identity information from a database according to the human face images, and recording the corresponding identity information as a suspected boring state;
the processing module is used for receiving and processing the current sound information of the consultant, converting the current sound information into character information according to the processing of the voice recognition algorithm, extracting and judging the character information of the suspected boring consultant, and judging that the consultant is not boring if the repetition degree of the character information is greater than a first threshold value; otherwise, if the repetition degree of the text information is lower than a second threshold value, judging the gyroscope information of the handheld terminal of the consultant, if the gyroscope information is changed, turning on a microphone of the handheld terminal, judging whether the voice information of the client exists or not through the microphone, and if the voice information of the client exists, indicating that the consultant is communicating with the client and is not boring; otherwise, defining that the business consultant is chatting; if the repeatability is within the first threshold value and the second threshold value, judging that the session expression of the consultant has a problem;
the processing module is also used for judging a face image of the client according to the facial expression detection model successfully trained in advance, and if the facial expression is frowning, judging that the client possibly needs assistance and generating position information;
the recommendation module is used for acquiring the identity information of the chatting live advisor, sending the position information to the live advisor and prompting the live advisor to go to the customer needing help;
the processing module is also used for identifying the text information of the business consultant, judging whether the problem is solved according to the text information, extracting the business consultant information bound with the client relationship and prompting the business consultant to serve the client if the text information comprises 'please wait';
the relation binding module is used for receiving the live advisor human body image and the client human body image acquired by the first camera, and carrying out relation binding if the distance information between the live advisor human body image and the client human body image is smaller than a preset threshold value of 20 cm; likewise, each exhibition stand is respectively provided with a camera, an acquisition module and a database, wherein the acquisition module is also used for receiving the image information acquired by each camera and storing the image information into the database; the judging module is also used for judging whether the business consultant goes to each exhibition stand along with the client bound by the relation according to the human body image in each image information;
and the output module is used for receiving and outputting the prompt information.
2. The employment advisor service capability assessment system of claim 1, wherein: the models to be tested include hair models and dressing models.
3. The employment advisor service capability assessment system of claim 1, wherein: the database is also used for storing historical face images of the consultants and corresponding identity information in advance and generating a mapping relation table; and the processing module is also used for carrying out identity recognition on the consultant in the video image according to the historical face image.
4. The employment advisor service capability assessment system of claim 1, wherein: the moving object detection algorithm adopts an inter-frame difference method, and the image comparison algorithm adopts a perception hash algorithm.
5. The employment advisor service capability assessment system of claim 1, wherein: the system also comprises a sound acquisition module for acquiring sound information of the consultant of the department; the processing module is used for receiving and processing the sound information and generating text information; judging whether the text information is standard or not.
6. The employment advisor service capability assessment system of claim 5, wherein: the judging module is also used for judging whether the sound information is mandarin according to a voice recognition algorithm.
7. A service capability evaluation method for a department advisor as claimed in claim 1, comprising the steps of:
s1, acquiring a video image acquired by a camera;
s2, receiving a video image, and extracting a human body image of the consultant from the video image according to a moving target detection algorithm and a face recognition algorithm;
s3, receiving a human body image of a consultant of the industry, extracting an interested region from the human body image according to a model to be tested in a database, judging whether the interested region accords with a standard sample model according to an image comparison algorithm, and generating prompt information if the interested region does not accord with the standard sample model;
s4, outputting prompt information.
8. The employment advisor service capability assessment method of claim 7, wherein: in the step S2, the moving object detection algorithm adopts an inter-frame difference method.
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