CN112734615A - Voice event monitoring and supervising method, system and storage medium - Google Patents
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Abstract
The invention relates to a method, a system and a storage medium for monitoring and supervising voice items, wherein the method comprises the following steps: acquiring voice data of a user and customer service; performing text recognition on the voice data, and filling a work order according to a text recognition result to obtain a filled work order; the filled work order is distributed to a receiving terminal of a corresponding responsible party for item processing prompt, items corresponding to the filled work order are monitored and supervised, automatic and rapid recognition of events is achieved, the responsible party is timely notified to process, further deep mining and application based on voice data in the customer service background server are achieved, item progress supervision or major event recognition based on the voice data is achieved, and the problem that the voice data in the customer service background server is not deeply applied is solved.
Description
Technical Field
The invention relates to the field of voice data processing, in particular to a method, a system and a storage medium for monitoring and supervising voice items.
Background
At present, civil service hotlines are increasingly used in scenarios such as government hotlines, corporate customer service hotlines, and the like. The user can dial a service hotline to perform operations such as service handling, transaction complaints, transaction progress consultation and the like, the corresponding voice data can be stored in a background server in the process of communicating with background manual seat service or intelligent robot service, and the voice data stored in the current background server only stores call records for voice quality inspection and the like; the application of the customer service hotline is more and more extensive, and how to further and deeply mine and apply the voice data stored in the background server based on the customer service process has important research value and application potential.
Disclosure of Invention
The technical problem to be solved by the invention is to provide a voice event monitoring and supervising method, a system and a storage medium, which realize further deep mining and application of voice data in a customer service background server, realize the supervision of event schedules or the recognition of major events based on the voice data and solve the problem that the voice data in the customer service background server is not deeply applied.
The technical scheme for solving the technical problems is as follows: a voice event monitoring and supervising method, comprising:
acquiring voice data of a user and customer service;
performing text recognition on the voice data, and filling a work order according to a text recognition result to obtain a filled work order;
and distributing the filled work order to a receiving terminal of a corresponding responsible party for item processing prompt, and monitoring and supervising the items corresponding to the filled work order.
The invention has the beneficial effects that: the method comprises the steps of performing text recognition on mass voice data, filling work orders and distributing the work orders to a receiving terminal of a corresponding responsible party for item processing prompting, automatically and quickly recognizing events, timely informing the responsible party to process the events, performing real-time monitoring and supervision on transaction time limit of the item processing progress corresponding to each filled work order, improving item processing efficiency, further performing deep mining and application on voice data in a customer service background server, realizing item progress supervision or major event recognition based on the voice data, and solving the problem that the voice data in the customer service background server is not deeply applied.
On the basis of the technical scheme, the invention can be further improved as follows:
further, the monitoring and supervising the items corresponding to the filled work order includes:
when a transaction completion notification instruction sent by a receiving terminal of the responsible party is not received, acquiring the processing state of the filled work order;
and when the processing state belongs to a preset processing state, acquiring contact information of the responsible party, and supervising through the contact information, wherein the preset processing state comprises an overtime work order or an overtime work order for the rest n days, and n is a positive integer greater than 0.
The beneficial effect of adopting the further scheme is that: the transaction time limit is monitored and supervised in real time according to the transaction progress corresponding to each filled work order, so that the transaction efficiency is improved.
Further, the monitoring and supervising the items corresponding to the filled work order further comprises:
receiving a work order processing result sent by the receiving terminal, and forwarding the work order processing result to a user terminal;
receiving a satisfaction evaluation result sent by a user terminal; the satisfaction evaluation comprises satisfaction, basic satisfaction and dissatisfaction;
and obtaining each work order set by classifying the names of all responsible parties, counting satisfaction evaluation results corresponding to each work order in the work order set, and calculating the ratio of satisfaction, basic satisfaction and dissatisfaction to obtain a final satisfaction evaluation result.
The beneficial effect of adopting the further scheme is that: and the user satisfaction evaluation is carried out on the processing result corresponding to each filled work order, so that the analysis and the summary are facilitated.
Further, the monitoring and supervising the items corresponding to the filled work order further comprises:
performing internal examination on the filled work order according to the processing condition of the filled work order to obtain an internal examination score;
and counting each internal assessment score of each work order in the work order set, and taking the sum of each internal assessment score and/or the average score of each internal assessment score as the final internal assessment score of each responsible party.
The beneficial effect of adopting the further scheme is that: and the processing result corresponding to each filled work order is examined internally, so that internal analysis and summary are facilitated.
Further, the filled work order includes item types, item occurrence times and item occurrence places, and monitoring and supervising the items corresponding to the filled work order includes:
acquiring filled work orders meeting preset statistical time according to the item occurrence time to obtain a target work order set;
classifying the filled work orders in the target work order set according to the event occurrence places, and then sequencing according to the number of the work orders corresponding to the event occurrence places to obtain event place sequencing results;
classifying the filled work orders in the target work order set according to the item types, and then sequencing according to the number of the work orders corresponding to the item types to obtain item type sequencing results;
monitoring the first item type with the most number of work in the item type sequencing result so as to monitor the processing result of the subsequent items;
and monitoring the matters corresponding to the first matter site with the most work singular number in the matter site sequencing result so as to monitor the processing result of the subsequent matters.
The beneficial effect of adopting the further scheme is that: the special events and hot events concerned by the user are monitored by counting according to the types of the events and counting according to the occurrence places of the events so as to monitor the processing results of the subsequent events.
Further, obtaining the item location ordering result further includes:
and combining the item location sequencing result with an electronic map to obtain a work order quantity thermodynamic diagram for displaying each item location.
The beneficial effect of adopting the further scheme is that: and automatically corresponding the event occurrence place corresponding to the filled work order to a map to form an event thermodynamic diagram, so that a user can visually check the event thermodynamic diagram.
Further, obtaining the item type ordering result further includes:
acquiring the item type of the top m items with the highest work singular number ranking in the item type ordering result, wherein m is a positive integer larger than 0;
and respectively summarizing the items corresponding to the item types of the top m items with the highest work odd number ranking, and following the processing results of the items corresponding to the item types.
The beneficial effect of adopting the further scheme is that: and special summary is carried out on the items of the hot type so as to be visually displayed to the user, and the follow-up processing results of the item types can be followed.
Further, the filled work order includes appeal information and event occurrence time, and the obtaining of the filled work order further includes:
acquiring filled work orders meeting preset statistical time according to the item occurrence time to obtain a target work order set;
the step of distributing the filled work order to the receiving terminal of the corresponding responsible party for item processing prompt comprises the following steps:
and when the appeal information of the work orders in the target work order set has preset keywords, forming the work orders meeting the conditions into an emergency work order set, and emergently sending the emergency work order set to a receiving terminal of a corresponding responsible party.
The beneficial effect of adopting the further scheme is that: the method is processed by automatically and quickly identifying specific sensitive events and timely notifying responsible parties.
In order to solve the above technical problem, an embodiment of the present invention further provides a voice event monitoring and supervising system, where the voice event monitoring and supervising system includes an obtaining module, a work order filling module, and a monitoring and supervising module;
the acquisition module is used for acquiring voice data of a user and customer service;
the work order filling module is used for performing text recognition on the voice data and filling a work order according to a text recognition result to obtain a filled work order;
and the monitoring and supervising module is used for distributing the filled work order to a receiving terminal of a corresponding responsible party for item processing prompt and monitoring and supervising the items corresponding to the filled work order.
In order to solve the above technical problem, an embodiment of the present invention further provides a storage medium, wherein the storage medium includes one or more computer programs stored therein, and the one or more computer programs are executable by one or more processors to implement the steps of the voice event monitoring and supervising method as described above.
Drawings
Fig. 1 is a flowchart of a method for monitoring and supervising voice events according to an embodiment of the present invention;
fig. 2 is a block diagram of another voice event monitoring and supervising system according to an embodiment of the present invention.
Detailed Description
The principles and features of this invention are described below in conjunction with the following drawings, which are set forth by way of illustration only and are not intended to limit the scope of the invention.
Example 1
As shown in fig. 1, fig. 1 is a voice event monitoring and supervising method provided by an embodiment of the present invention, which is applied to a voice event monitoring and supervising system, and the voice event monitoring and supervising method includes:
s101, acquiring voice data of a user and customer service;
s102, performing text recognition on the voice data, and filling a work order according to a text recognition result to obtain a filled work order;
s103, distributing the filled work order to a receiving terminal of a corresponding responsible party for item processing prompt, and monitoring and supervising items corresponding to the filled work order.
In this embodiment, text recognition is performed on mass voice data, the work orders are filled and distributed to the receiving terminals of corresponding responsible parties for item processing prompting, automatic and rapid recognition of events is achieved, the responsible parties are notified to process the events in time, real-time monitoring and supervision of transaction time limit are performed on item processing schedules corresponding to the filled work orders, item processing efficiency is improved, further deep mining and application are performed on the voice data in the customer service background server, item schedule supervision or major event recognition is achieved on the basis of the voice data, and the problem that the voice data in the customer service background server is not deeply applied is solved.
It can be understood that, after dialing the citizen hotline or the service hotline, the user performs voice communication with the customer service for a certain item, and the corresponding voice data may exist in the server corresponding to the citizen hotline or the service hotline, so as to obtain the voice data of the user and the customer service, where one or more pieces of voice data may be obtained, and then perform text recognition on the voice data, for example, first analyze and process the voice signal of the voice data, and remove redundant information. Then extracting key information influencing speech recognition and feature information expressing language meaning, fastening the feature information, and recognizing words by using minimum units. Then, according to respective grammars of different languages, words are recognized according to the sequence, and the front meaning and the rear meaning are taken as auxiliary recognition conditions, so that the analysis and the recognition are facilitated; and finally, according to semantic analysis, segmenting key information, taking out recognized words and connecting the words, adjusting sentence composition according to the meaning of the sentence to obtain a text recognition result, and correspondingly filling the work order according to the text recognition result to obtain the filled work order. For example, if the text recognition result is the complaint item of the return goods, the filled work order is the complaint work order of the return goods.
In this embodiment, it is necessary to retrieve corresponding information of the responsible party from the items in the text recognition result, and further to distribute the filled work order to the receiving terminal of the corresponding responsible party for item processing presentation. For example, the return exchange complaint work order is sent to a receiving terminal of a shopping platform responsible party, and the item progress is tracked.
In this embodiment, after the filled job ticket is sent to the receiving terminal of the responsible party, the receiving terminal of the responsible party may not process the job ticket and needs to supervise, and the step S103 specifically includes: when a transaction completion notification instruction sent by a receiving terminal of a responsible party is not received, acquiring the processing state of the filled work order; and when the processing time limit belongs to a preset processing state, acquiring contact information of a responsible party, and supervising through the contact information, wherein the preset processing state comprises an overtime work order or an overtime work order for the rest n days, and n is a positive integer greater than 0. The method comprises the steps that a filled work order corresponds to a matter processing time limit, for example, 15 natural days, when a transacted notification instruction is not received, the processing state of the filled work order is checked, the possible states of the filled work order are an overtime work order, a residual 1-day overtime work order, a residual 3-day overtime work order and the like, when the filled work order is determined to correspond to one of the overtime work order, the residual 1-day overtime work order or the residual 3-day overtime work order, the contact information of a responsible party is obtained, notification is carried out through a telephone, a short message or a mail and the like, and the responsible party is supervised to follow up matters corresponding to the filled work order in time.
It can be understood that a large amount of voice data can be obtained, each voice data corresponds to a communication voice data of a user for a certain event and customer service, and then a corresponding large amount of work orders can be obtained.
In this embodiment, the satisfaction evaluation may be performed on the processing result corresponding to each filled work order, and step S103 specifically includes: receiving a work order processing result sent by a receiving terminal, and forwarding the work order processing result to a user terminal; receiving a satisfaction evaluation result sent by a user terminal; satisfaction evaluations included satisfaction, basic satisfaction, and dissatisfaction; obtaining each work order set obtained by classifying the names of all responsible parties, counting satisfaction evaluation results corresponding to each work order in the work order set, calculating the ratio of satisfaction, basic satisfaction and dissatisfaction, and obtaining the final satisfaction evaluation result
When the receiving terminal finishes the processing of the to-be-handled event corresponding to the work order, the processing progress of the to-be-handled event is set to be handled, and the corresponding work order processing result is fed back to the voice event monitoring and supervising system, so that the work order processing result is forwarded to the user terminal, and the user is informed that the event is handled. The user can evaluate the satisfaction degree corresponding to the filled work orders according to the item processing result, and the satisfaction degree evaluation result corresponding to each filled work order is one of satisfaction degree, basic satisfaction degree and dissatisfaction degree. And (4) counting the satisfaction evaluation of each work order, and calculating the ratio of satisfaction, basic satisfaction and dissatisfaction to the total work number respectively to obtain the final satisfaction evaluation result of the responsible party. For example, the final satisfaction evaluation results of the responsible party a were 53% satisfied, 35% substantially satisfied, and 12% dissatisfied.
In this embodiment, the examination scoring may be further performed on the processing result corresponding to each filled work order, and the step S103 specifically includes: performing internal examination on the filled work order according to the processing condition of the filled work order to obtain an internal examination score; and counting the internal assessment scores of all the work orders in the work order set, and taking the sum of the internal assessment scores and/or the average score of the internal assessment scores as the final internal assessment score of each responsible party. Wherein the processing conditions include, but are not limited to, timely returning, repeated returning, timely closing, closing and checking once-through, etc. The filled work order is internally checked according to the processing conditions of the filled work order to obtain an internal check score, wherein each processing condition is respectively assigned with a weighted value, for example, the weighted value returned on time is 0.2, the weighted value returned repeatedly is 0.1, the weighted value put on time is 0.5, the weighted value passed once after the examination is ended is 0.3, the weighted value returned on time is 0, the weighted value not returned on time is 1, the repeated value returned is 1, the repeated value not returned is 0, the weighted value put on time is 0, the weighted value not put on time is 1, the weighted value passed once after the examination is ended is 0, the weighted value passed once after the examination is not ended is 1, and the internal check score of a certain work order is assumed to be 0.2 +0.1 +0.5+ 1+0.3 + 0.8. The filled work order is subjected to internal examination according to the processing condition of the filled work order to obtain an internal examination score, or a basic score can be set for each work order, when the filled work order is returned or not returned repeatedly or handled at the time or handled at the end, the corresponding index score is added on the basic score, and when the filled work order is not returned or returned repeatedly or not handled at the time or handled at the end, the corresponding index score is subtracted on the basic score to obtain the internal examination score, wherein the index scores for the time returning, the repeated returning, the on-time handling at the end and the handled at the end can be flexibly adjusted according to actual requirements, and the indexes for the index scores for the time returning, the repeated returning, the index scores for the time returning, the. Each filled work order corresponds to one main responsible party, so that each work order set obtained by classifying the names of the responsible parties can be obtained; meanwhile, the internal assessment scores corresponding to all the work orders in the work order set corresponding to the assessment time period of a certain responsible party are collected and counted, the sum of all the internal assessment scores is calculated, and the final internal assessment score of the responsible party is obtained. For example, the final internal assessment score of responsible party a is 0.8+0.3+0.5+0.6 ═ 2.6, and for example, the final internal assessment score of a is: 46.25 minutes for (30+40+60+ 55)/4.
Optionally, each work order set in a preset assessment time period may be selected, and the satisfaction evaluation results and the internal assessment scores corresponding to each work order in the work order set corresponding to the assessment time period of a certain responsible party are summarized.
It should be noted that, when the customer service communicates with the user, the customer service generally inquires some fixed information, such as the event type, the event occurrence time, the event occurrence location, and the like, so the filled work order in this embodiment includes the event type, the event occurrence time, and the event occurrence location, at this time, step S103 specifically includes: acquiring filled work orders meeting preset statistical time according to the item occurrence time to obtain a target work order set; classifying each filled work order in the target work order set according to the event occurrence place, and then sequencing according to the number of the work orders corresponding to the event occurrence places to obtain an event place sequencing result; after classifying the work orders in the target work order set according to the item types, sorting the work orders according to the number of the work orders corresponding to the item types to obtain item type sorting results; and performing event monitoring on the corresponding events according to the event location sorting result and the event type sorting result, wherein the sorting can be ascending or descending.
The number of workers corresponding to a certain event type is positioned at the first time in the ordering result of the event type, which indicates that the event type is a hot event, and the event type is a first event type; performing event monitoring on the corresponding matters according to the matter type sorting result, wherein the event monitoring can be performed on the first matter type in the matter type sorting result so as to monitor the processing result of the subsequent matters; the method can also monitor a specific item type in the item type sorting result, and the number of workers corresponding to the specific item type is earlier in the item type sorting result.
The number of work orders corresponding to a certain event place is positioned at the first time in the sorting result of the event places, the event corresponding to the event place is a special event, and the event place is the first event place; performing event monitoring on the corresponding matters according to the matter place sorting result, wherein the event monitoring can be performed on the matter corresponding to the first matter place in the matter place sorting result so as to monitor the processing result of the subsequent matters; in the event site sorting result, the event corresponding to the specific event site is monitored, and the number of the work orders corresponding to the specific event site is higher in the event site sorting result.
The preset statistical time can be flexibly adjusted according to actual requirements, for example, the filled work orders of a certain day at 8-12 am and the occurrence time of the statistical event at 8-12 am are counted to obtain a target work order set, and then statistics is performed according to the event type and statistics is performed according to the occurrence place of the event. For example, the event occurrence locations are a, b, and c, and the number of work orders corresponding to each event occurrence location is 51,20, and 48; the item types are x complaint types, y progress query types and c consultation types, and the number of work orders corresponding to each item type is 72,56 and 50 respectively; then the event monitoring can be performed on the event corresponding to the event occurrence place a to monitor the processing result of the follow-up event, and the practice monitoring can be performed on the x complaint type to monitor the processing result of the follow-up event.
In this embodiment, the filled work order includes the appeal information and the event occurrence time, and the step S102 of obtaining the filled work order further includes: acquiring filled work orders meeting preset statistical time according to the item occurrence time to obtain a target work order set; the step of distributing the filled work order to the receiving terminal of the corresponding responsible party for item processing prompt comprises the following steps: and when the appeal information of the work orders in the target work order set has preset keywords, forming the work orders meeting the conditions into an emergency work order set, and emergently sending the emergency work order set to a receiving terminal of a corresponding responsible party.
The preset statistical time can be flexibly adjusted according to actual requirements, for example, the filled work orders of a certain day at 0-12 am and the statistical event occurrence time at 0-12 am are counted to obtain a target work order set; the preset keywords can be flexibly adjusted according to actual requirements, for example, the preset keywords comprise keywords of specific sensitive items such as explosion, killing and fire, once a user communicates with customer service aiming at the specific sensitive items, an emergency work order set is formed by corresponding work orders, and whether the number of the work orders is only 1 or not, the work orders are immediately reported to a corresponding responsible party for follow-up processing; the processing priority and processing deadline for such transactions for the work order may be set by default to be highest and lowest.
In the embodiment, when event monitoring is performed on hot time and specific sensitive items, external video data can be docked, and hot spot sites and correction conditions can be remotely mastered.
In this embodiment, after the event location sorting result is obtained, the event location sorting result may be combined with the electronic map to obtain a thermodynamic diagram showing the number of work orders for each event location. The event places are in butt joint with electronic maps such as a Baidu map and a Gade map, and thermodynamic diagrams are matched with event-related addresses in a positioning mode and automatically and intelligently identified. The thermodynamic diagram is linked with the work order information, complaint contents of each place can be obtained, the thermodynamic diagram and administrative planning diagrams of all regions are superposed, and the thermodynamic diagram and the grid-based collaboration integrated visualization are realized.
In this embodiment, after the item type sorting result is obtained, the item types of the top m items with the highest rank in the singular number in the item type sorting result may also be obtained, where m is a positive integer greater than 0; and summarizing the items corresponding to the item types of the first m items with the largest work order ranking, and following the processing results of the items corresponding to the item types. According to the outstanding problems in the government administration of each district, thematic analysis is respectively made, which is beneficial to urban supervision and market management reason analysis, is convenient for the management department to know the problems and provides guiding materials for the government department to make work plans.
Example 2
The embodiment provides a voice event monitoring and supervising system, which is used for implementing the voice event monitoring and supervising method in the above embodiments, as shown in fig. 2, the voice event monitoring and supervising system includes an obtaining module 201, a work order filling module 202 and a monitoring and supervising module 203;
an obtaining module 201, configured to obtain voice data of a user and a customer service;
the work order filling module 202 is used for performing text recognition on the voice data and filling the work order according to a text recognition result to obtain a filled work order;
and the monitoring and supervising module 203 is used for distributing the filled work order to the receiving terminal of the corresponding responsible party for item processing prompt and monitoring and supervising the items corresponding to the filled work order.
Wherein the monitoring and supervising module 203 comprises an efficiency supervising module, which is implemented as follows:
when a transaction completion notification instruction sent by a receiving terminal of a responsible party is not received, acquiring the processing state of the filled work order;
and when the processing state belongs to a preset processing state, acquiring contact information of a responsible party, and supervising through the contact information, wherein the preset processing state comprises an overtime work order or an overtime work order for the rest n days, and n is a positive integer greater than 0.
Wherein the monitoring and supervising module 203 further comprises a performance assessment module, the process of which is as follows:
a plurality of responsible parties feed back processing results to the performance assessment module aiming at the filled work orders;
the performance assessment module forwards feedback results corresponding to the filled work orders to a receiving terminal of a corresponding user;
the performance assessment module respectively acquires constant-weight index values of on-time return, repeated return, on-time closing, closing time and one-time passing of closing examination on the filled worksheets in the assessment time period so as to calculate examination scores corresponding to each filled worksheet;
the performance assessment module receives the satisfaction evaluation results sent by the receiving terminals of all users aiming at the corresponding feedback results;
the performance assessment module classifies the filled work orders in the assessment time period by the names of the responsible parties to obtain work order sets corresponding to the names of the responsible parties respectively;
and the performance assessment module calculates final internal assessment scores according to the work order sets corresponding to the names of all responsible parties respectively and calculates a final satisfaction evaluation result.
Wherein the monitoring and supervising module 203 further comprises an early warning monitoring module, and the early warning monitoring module is implemented as follows:
the early warning monitoring module acquires the filled work orders meeting the conditions according to the set statistical time period to obtain a target work order set;
the early warning monitoring module classifies each work order in the target work order set according to the occurrence place of the matters, and then sorts the work orders according to the number of the work orders corresponding to the occurrence place of the matters to obtain a sorting result of the matters;
the early warning monitoring module classifies each work order in the target work order set according to the item type, and then sorts the work orders according to the work order quantity corresponding to each item type to obtain item type sorting results;
the early warning monitoring module carries out event monitoring on corresponding matters according to the matter location sequencing result and the matter type sequencing result;
the early warning monitoring module also judges whether preset keywords exist in the appeal information corresponding to each work order in the target work order set, if the keyword exists in the appeal information corresponding to the work order in the target work order set, the emergency work order set is formed by the corresponding work orders meeting the conditions, and the emergency work order set is sent to a receiving terminal of a corresponding responsible party.
The present embodiment further provides a storage medium, where the storage medium includes one or more computer programs stored therein, and the one or more computer programs can be executed by one or more processors to implement the steps of the voice event monitoring and supervising method, which are not described herein again.
It is clear to those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described apparatuses and units may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the several embodiments provided in the present application, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, a division of a unit is merely a logical division, and an actual implementation may have another division, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed.
Units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment of the present invention.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention essentially or partially contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The technical solutions provided by the embodiments of the present invention are described in detail above, and the principles and embodiments of the present invention are explained in this patent by applying specific examples, and the descriptions of the embodiments above are only used to help understanding the principles of the embodiments of the present invention; the present invention is not limited to the above preferred embodiments, and any modifications, equivalent replacements, improvements, etc. within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. A voice event monitoring and supervising method is characterized by comprising the following steps:
acquiring voice data of a user and customer service;
performing text recognition on the voice data, and filling a work order according to a text recognition result to obtain a filled work order;
and distributing the filled work order to a receiving terminal of a corresponding responsible party for item processing prompt, and monitoring and supervising the items corresponding to the filled work order.
2. The method of claim 1, wherein the monitoring and supervising the matters corresponding to the populated work order comprises:
when a transaction completion notification instruction sent by a receiving terminal of the responsible party is not received, acquiring the processing state of the filled work order;
and when the processing state belongs to a preset processing state, acquiring contact information of the responsible party, and supervising through the contact information, wherein the preset processing state comprises an overtime work order or an overtime work order for the rest n days, and n is a positive integer greater than 0.
3. The voice event monitoring and supervising method according to claim 2, wherein the monitoring and supervising of the events corresponding to the populated work order further comprises:
receiving a work order processing result sent by the receiving terminal, and forwarding the work order processing result to a user terminal;
receiving a satisfaction evaluation result sent by a user terminal; the satisfaction evaluation result comprises satisfaction, basic satisfaction and dissatisfaction;
and obtaining each work order set by classifying the names of all responsible parties, counting satisfaction evaluation results corresponding to each work order in the work order set, and calculating the ratio of satisfaction, basic satisfaction and dissatisfaction to obtain a final satisfaction evaluation result.
4. The voice event monitoring and supervising method according to claim 3, wherein the monitoring and supervising of the events corresponding to the populated work order further comprises:
performing internal examination on the filled work order according to the processing condition of the filled work order to obtain an internal examination score;
and counting each internal assessment score of each work order in the work order set, and taking the average score of each internal assessment score and/or each internal assessment score as the final internal assessment score of each responsible party.
5. The voice event monitoring and supervising method according to claim 1, wherein the populated work order includes an event type, an event occurrence time, and an event occurrence location, and monitoring and supervising the event corresponding to the populated work order includes:
acquiring filled work orders meeting preset statistical time according to the item occurrence time to obtain a target work order set;
classifying each filled work order in the target work order set according to the event occurrence place, and then sequencing according to the number of the work orders corresponding to the event occurrence place to obtain an event place sequencing result;
classifying the filled work orders in the target work order set according to the item types, and then sequencing according to the number of the work orders corresponding to the item types to obtain item type sequencing results;
monitoring the first item type with the most number of work in the item type sequencing result so as to monitor the processing result of the subsequent items;
and monitoring the matters corresponding to the first matter site with the most work singular number in the matter site sequencing result so as to monitor the processing result of the subsequent matters.
6. The voice event monitoring and supervising method according to claim 5, wherein said obtaining an event venue ordering result further comprises:
and combining the item location sequencing result with an electronic map to obtain a work order quantity thermodynamic diagram for displaying each item location.
7. The voice event monitoring and supervising method according to claim 5, wherein said obtaining an event type ranking result further comprises:
acquiring the item type of the top m items with the highest work singular number ranking in the item type ordering result, wherein m is a positive integer larger than 0;
and summarizing the items corresponding to the item types of the top m items with the highest work odd number ranking, and following the processing results of the items corresponding to the item types.
8. The voice event monitoring and supervision method according to claim 1, wherein the populated work order includes appeal information and event occurrence time, and wherein obtaining the populated work order further comprises:
acquiring filled work orders meeting preset statistical time according to the item occurrence time to obtain a target work order set;
the step of distributing the filled work order to the receiving terminal of the corresponding responsible party for item processing prompt comprises the following steps:
and when the appeal information of the work orders in the target work order set has preset keywords, forming the work orders meeting the conditions into an emergency work order set, and emergently sending the emergency work order set to a receiving terminal of a corresponding responsible party.
9. A voice event monitoring and supervising system is characterized by comprising an acquisition module, a work order filling module and a monitoring and supervising module;
the acquisition module is used for acquiring voice data of a user and customer service;
the work order filling module is used for performing text recognition on the voice data and filling a work order according to a text recognition result to obtain a filled work order;
and the monitoring and supervising module is used for distributing the filled work order to a receiving terminal of a corresponding responsible party for item processing prompt and monitoring and supervising the items corresponding to the filled work order.
10. A storage medium comprising one or more computer programs stored thereon that are executable by one or more processors to perform the steps of the voice event monitoring and supervising method as recited in any one of claims 1 to 8.
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