CN113240345A - Customer service satisfaction management method and device, storage medium and electronic equipment - Google Patents

Customer service satisfaction management method and device, storage medium and electronic equipment Download PDF

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CN113240345A
CN113240345A CN202110666962.0A CN202110666962A CN113240345A CN 113240345 A CN113240345 A CN 113240345A CN 202110666962 A CN202110666962 A CN 202110666962A CN 113240345 A CN113240345 A CN 113240345A
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service satisfaction
customer
emergency response
score
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张恩兵
王林军
郭世磊
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Bank of China Ltd
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Abstract

The invention provides a management method and a device for customer service satisfaction, a storage medium and electronic equipment, wherein the management method for customer service satisfaction comprises the following steps: evaluating a service satisfaction score of a customer in real time during a service process; performing an emergency response operation based on the service satisfaction score. The management method performs different emergency response operations, such as interrupting the service process, reminding workers, taking over service and other emergency response operations, by evaluating the service satisfaction scores of the customers in the service process in real time and based on the service satisfaction scores, so that the problems of contradictions occurring in time are solved or the contradictions are avoided, and the customer experience is improved.

Description

Customer service satisfaction management method and device, storage medium and electronic equipment
Technical Field
The present invention relates to the field of customer service technologies, and in particular, to a method and an apparatus for managing customer service satisfaction, a storage medium, and an electronic device.
Background
With the continuous development of society, various enterprises are more or less involved in various fields, and great convenience is brought to the life of people.
The customer is the core of enterprise development, and in order to make the enterprise continuously progress in competition, the customer needs to be approved firstly, namely the degree of satisfaction of the customer on the service is the key point of the enterprise gaining the industrial delicacy and market.
Based on bank enterprises, after providing services for customers, tellers often mark the satisfaction degree of the services through a service questionnaire or an instrument voice guidance input mode; this approach not only delays the client time, but also tends to cause an aversive mood when the client is busy.
In addition, an effective supervision means is lacked in the process of providing services for clients, and when the clients are not satisfied with the services or dispute with service personnel, an effective emergency treatment method or an effective early intervention means is lacked, so that client complaints and even legal litigation are easily caused, and the public opinion risk and reputation damage of enterprises are caused.
Therefore, how to provide an intelligent management technology for customer service satisfaction is a technical problem to be solved urgently by those skilled in the art.
Disclosure of Invention
In view of the above, in order to solve the above problems, the present invention provides a method and an apparatus for managing customer service satisfaction, a storage medium, and an electronic device, and the technical solution is as follows:
a method of managing customer service satisfaction, the method comprising:
evaluating a service satisfaction score of a customer in real time during a service process;
performing an emergency response operation based on the service satisfaction score.
Preferably, in the above management method, the evaluating the service satisfaction score of the customer in real time during the service process includes:
acquiring voice content and/or facial expression information of a client in a service process;
identifying emotional characteristic parameters of the client based on the voice content and/or the facial expression information;
based on the emotional characteristic parameters, a service satisfaction score of the customer is evaluated.
Preferably, in the above management method, the performing an emergency response operation based on the service satisfaction score includes:
judging whether the service satisfaction score is smaller than a first preset value or not;
if yes, executing a first emergency response operation.
Preferably, in the above management method, the performing an emergency response operation based on the service satisfaction score further includes:
judging whether the service satisfaction score is smaller than a second preset value, wherein the second preset value is smaller than the first preset value;
and if so, executing a second emergency response operation.
A management apparatus of customer service satisfaction, the management apparatus comprising:
the evaluation module is used for evaluating the service satisfaction degree score of the customer in real time in the service process;
and the execution module is used for executing emergency response operation based on the service satisfaction degree score.
Preferably, in the above management apparatus, the evaluation module includes:
the system comprises an acquisition unit, a service processing unit and a service processing unit, wherein the acquisition unit is used for acquiring the voice content and/or facial expression information of a client in the service process;
the recognition unit is used for recognizing the emotional characteristic parameters of the client based on the voice content and/or the facial expression information;
and the evaluation unit is used for evaluating the service satisfaction degree score of the client based on the emotional characteristic parameter.
Preferably, in the management apparatus, the execution module includes:
the first judging unit is used for judging whether the service satisfaction score is smaller than a first preset value or not;
and the first execution unit is used for executing the first emergency response operation if the first emergency response operation is yes.
Preferably, in the management apparatus, the execution module further includes:
a second judging unit, configured to judge whether the service satisfaction score is smaller than a second preset value, where the second preset value is smaller than the first preset value;
and the second execution unit is used for executing second emergency response operation if the emergency response operation is yes.
A computer-readable storage medium having stored thereon computer-executable instructions for performing any of the above methods of managing customer service satisfaction.
An electronic device, the electronic device comprising: at least one processor, and at least one memory, bus connected with the processor;
the processor and the memory complete mutual communication through the bus;
the processor is configured to invoke program instructions in the memory to perform any of the customer service satisfaction management methods described above.
Compared with the prior art, the invention has the following beneficial effects:
the invention provides a management method of customer service satisfaction, which comprises the following steps: evaluating a service satisfaction score of a customer in real time during a service process; performing an emergency response operation based on the service satisfaction score.
The management method performs different emergency response operations, such as interrupting the service process, reminding workers, taking over service and other emergency response operations, by evaluating the service satisfaction scores of the customers in the service process in real time and based on the service satisfaction scores, so that the problems of contradictions occurring in time are solved or the contradictions are avoided, and the customer experience is improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a schematic flow chart of a method for managing customer service satisfaction according to an embodiment of the present invention;
FIG. 2 is a flow chart illustrating another method for managing customer service satisfaction according to an embodiment of the present invention;
FIG. 3 is a flowchart illustrating a method for managing customer service satisfaction according to another embodiment of the present invention;
FIG. 4 is a flowchart illustrating a method for managing customer service satisfaction according to another embodiment of the present invention;
fig. 5 is a schematic structural diagram of a customer service satisfaction management apparatus according to an embodiment of the present invention;
fig. 6 is a schematic structural diagram of another management apparatus for customer service satisfaction according to an embodiment of the present invention;
fig. 7 is a schematic structural diagram of another management apparatus for customer service satisfaction according to an embodiment of the present invention;
fig. 8 is a schematic structural diagram of a further management apparatus for customer service satisfaction according to an embodiment of the present invention;
fig. 9 is a schematic diagram of a hardware architecture of an electronic device according to an embodiment 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.
In order to make the aforementioned objects, features and advantages of the present invention comprehensible, embodiments accompanied with figures are described in further detail below.
Referring to fig. 1, fig. 1 is a schematic flowchart of a method for managing customer service satisfaction according to an embodiment of the present invention.
The management method comprises the following steps:
s101: the customer's service satisfaction score is evaluated in real time during the service.
S102: performing an emergency response operation based on the service satisfaction score.
In the embodiment, the management method performs different emergency response operations, such as interrupting the service process, reminding workers, taking over the service and other emergency response operations, by evaluating the service satisfaction score of the customer in the service process in real time and based on the service satisfaction score, so that the generated contradiction is solved in time or avoided, and the customer experience is improved.
Optionally, in another embodiment of the present invention, referring to fig. 2, fig. 2 is a schematic flowchart of another method for managing customer service satisfaction provided in the embodiment of the present invention.
In step S101, evaluating the service satisfaction score of the customer in real time during the service process, including:
s1011: and acquiring the voice content and/or facial expression information of the client in the service process.
S1012: and identifying emotional characteristic parameters of the client based on the voice content and/or the facial expression information.
S1013: based on the emotional characteristic parameters, a service satisfaction score of the customer is evaluated.
In this embodiment, during each service process, all parameters reflecting the emotional characteristics of the client, that is, the emotional characteristic parameters, are collected in real time, specifically:
during the communication process of providing service for the client, the voice content contains rich information, and the acoustic characteristics can effectively reflect the emotional state condition of the client, such as the emotional state of the client at each moment and the change condition of the emotional state of the client; the language features can also effectively reflect the emotional state conditions of the clients, such as the keyword features and the language word features of service evaluation of the clients.
Based on the method, the emotional state and the emotional change condition of the client in the whole service process can be obtained by combining the characteristic extraction and calculation of deep learning network models such as CNN (convolutional neural network) and LSTM (long short memory network) and the like and reasonable division of the service process, and the emotional state and the emotional change condition are used as the input of an evaluation model (neural network model) of the client service satisfaction based on voice recognition, so that the evaluation result of the client service satisfaction matched with the emotional characteristic parameters can be automatically obtained, further, unnecessary troubles are not caused to the client, and further, the client service experience is improved.
Meanwhile, in the communication process of providing services for the client, the facial expression and the body movement of the client can reflect the psychological state of the client, the facial expression image, the body movement image and the like of the client are captured through the camera, and the psychological state, the change situation and other characteristics of the client can be extracted through the calculation of the deep learning network model.
The emotion characteristic parameter is used as the input of an evaluation model (neural network model) of the customer service satisfaction based on image recognition, so that the evaluation result of the customer service satisfaction matched with the emotion characteristic parameter can be automatically obtained, unnecessary trouble is not caused to customers, and the customer service experience is improved.
It should be noted that, if a biological characteristic is used alone, in order to obtain an effective and accurate neural network prediction model, a large amount of sample data covering the entire scene is often needed, and at the same time, the sample data is easily affected by other interference factors.
Therefore, by establishing a comprehensive evaluation model of the customer service satisfaction, taking the evaluation results of the evaluation model of the customer service satisfaction based on the voice recognition and the evaluation model of the customer service satisfaction based on the image recognition as input, the comprehensive judgment is carried out on the results of the customer service satisfaction so as to obtain a more objective and accurate evaluation result, namely a service satisfaction score of the customer.
It should be noted that a higher service satisfaction score indicates a better satisfaction degree of the client for the service, whereas a lower service satisfaction score indicates a worse satisfaction degree of the client for the service.
It should be noted that, in the embodiment of the present invention, the change condition of the emotional state of the client is obtained by dividing the service phase, for example, the service process is roughly divided into three phases before the service starts, during the service progresses, and at the service ends according to the actual situation, and each phase obtains a corresponding emotional state feature.
In addition, the neural network model related in the embodiment of the invention is to perform learning training on the model based on sample data, perform timing correction by combining with an actual sample, and perform verification and self-adjustment of an evaluation model by combining with the return visit results of a small number of partial clients in order to ensure the accuracy of model prediction.
Optionally, in another embodiment of the present invention, referring to fig. 3, fig. 3 is a schematic flowchart of another method for managing customer service satisfaction provided in the embodiment of the present invention.
In step S102, based on the service satisfaction score, an emergency response operation is performed, including:
s1021: and judging whether the service satisfaction degree score is smaller than a first preset value.
S1022: if yes, executing a first emergency response operation.
If not, the process returns to step S1021.
In the embodiment, after the service satisfaction score is smaller than the first preset value, the associated superior responsible person is prompted to pay attention to abnormal conditions through the short message or the intelligent emergency equipment, the preparation of emergency treatment is made, the current service personnel is prompted to make emotion control, the nervous atmosphere of service communication with the client is relieved, and the occurrence of contradiction or the worsening of the contradiction is avoided.
Optionally, in another embodiment of the present invention, referring to fig. 4, fig. 4 is a schematic flowchart of another method for managing customer service satisfaction provided in the embodiment of the present invention.
In step S102, an emergency response operation is performed based on the service satisfaction score, and the method further includes:
s1023: and judging whether the service satisfaction score is smaller than a second preset value, wherein the second preset value is smaller than the first preset value.
S1024: and if so, executing a second emergency response operation.
If not, the process returns to step S1023.
In the embodiment, after the service satisfaction degree score is smaller than the second preset value, the upper level responsible person is prompted to be associated through a short message or an intelligent emergency device, the upper level responsible person is quickly involved to perform emergency treatment, the service process of the current service personnel and the client is timely stopped, the contradiction is avoided from being continuously upgraded, the upper level responsible person reestablishes a service relationship (intelligent call transfer and other modes) with the client according to an emergency plan, the client problem is ensured to be quickly solved, and therefore the emergency treatment efficiency is improved, and the service quality is ensured.
Optionally, based on all the above embodiments of the present invention, in another embodiment of the present invention, a management device for customer service satisfaction is further provided, referring to fig. 5, and fig. 5 is a schematic structural diagram of a principle of the management device for customer service satisfaction provided in the embodiment of the present invention.
The management device includes:
the evaluation module 11 is used for evaluating the service satisfaction degree score of the customer in real time in the service process;
and the execution module 12 is used for executing emergency response operation based on the service satisfaction degree score.
In the embodiment, the management device performs different emergency response operations, such as interrupting the service process, reminding workers, taking over the service and other emergency response operations, by evaluating the service satisfaction score of the customer in the service process in real time and based on the service satisfaction score, so that the generated contradiction is solved in time or avoided, and the customer experience is improved.
Optionally, in another embodiment of the present invention, referring to fig. 6, fig. 6 is a schematic structural diagram of another management apparatus for customer service satisfaction provided in the embodiment of the present invention.
The evaluation module 11 includes:
an acquisition unit 13, configured to acquire voice content and/or facial expression information of a client during a service process;
a recognition unit 14 for recognizing an emotional characteristic parameter of the customer based on the voice content and/or the facial expression information;
and the evaluation unit 15 is used for evaluating the service satisfaction degree score of the client based on the emotional characteristic parameters.
Optionally, in another embodiment of the present invention, referring to fig. 7, fig. 7 is a schematic structural diagram of a further management apparatus for customer service satisfaction provided in the embodiment of the present invention.
The execution module 12 includes:
a first judging unit 16, configured to judge whether the service satisfaction score is smaller than a first preset value;
the first execution unit 17 is configured to execute the first emergency response operation if the first emergency response operation is performed.
Optionally, in another embodiment of the present invention, referring to fig. 8, fig. 8 is a schematic structural diagram of a further management apparatus for customer service satisfaction provided in the embodiment of the present invention.
The execution module 12 further includes:
a second judging unit 18, configured to judge whether the service satisfaction score is smaller than a second preset value, where the second preset value is smaller than the first preset value;
and the second execution unit 19 is used for executing the second emergency response operation if the emergency response operation is yes.
It should be noted that the principle of the management apparatus for customer service satisfaction provided by the embodiment of the present invention is the same as that of the management method for customer service satisfaction provided by the above-mentioned embodiment of the present invention, and details are not repeated herein.
Optionally, in another embodiment of the present invention, a computer-readable storage medium is further provided, where computer-executable instructions are stored in the computer-readable storage medium, and the computer-executable instructions are configured to perform the method for managing customer service satisfaction described in the foregoing embodiment.
Optionally, in another embodiment of the present invention, an electronic device is further provided, and referring to fig. 9, fig. 9 is a schematic diagram of a hardware architecture of the electronic device provided in the embodiment of the present invention.
The electronic device includes: at least one processor 20, and at least one memory 21, a bus 22, connected to the processor 20;
the processor 20 and the memory 21 complete mutual communication through the bus 22;
the processor 20 is configured to call program instructions in the memory 21 to perform the customer service satisfaction management method according to the above embodiment.
The above detailed description is provided for the management method and apparatus, storage medium and electronic device of customer service satisfaction, and a specific example is applied in this document to explain the principle and implementation of the present invention, and the description of the above embodiment is only used to help understand the method and core idea of the present invention; meanwhile, for a person skilled in the art, according to the idea of the present invention, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present invention.
It should be noted that, in the present specification, the embodiments are all described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments may be referred to each other. The device disclosed by the embodiment corresponds to the method disclosed by the embodiment, so that the description is simple, and the relevant points can be referred to the method part for description.
It is further 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 or include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present invention. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the invention. Thus, the present invention is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.

Claims (10)

1. A method for managing customer service satisfaction, the method comprising:
evaluating a service satisfaction score of a customer in real time during a service process;
performing an emergency response operation based on the service satisfaction score.
2. The management method according to claim 1, wherein the evaluating the service satisfaction score of the customer in real time during the service process comprises:
acquiring voice content and/or facial expression information of a client in a service process;
identifying emotional characteristic parameters of the client based on the voice content and/or the facial expression information;
based on the emotional characteristic parameters, a service satisfaction score of the customer is evaluated.
3. The method of managing of claim 1, wherein the performing emergency response operations based on the service satisfaction score comprises:
judging whether the service satisfaction score is smaller than a first preset value or not;
if yes, executing a first emergency response operation.
4. The method of managing as set forth in claim 3, wherein the performing emergency response operations based on the service satisfaction score further comprises:
judging whether the service satisfaction score is smaller than a second preset value, wherein the second preset value is smaller than the first preset value;
and if so, executing a second emergency response operation.
5. A management apparatus for customer service satisfaction, characterized in that the management apparatus comprises:
the evaluation module is used for evaluating the service satisfaction degree score of the customer in real time in the service process;
and the execution module is used for executing emergency response operation based on the service satisfaction degree score.
6. The management device according to claim 5, wherein the evaluation module comprises:
the system comprises an acquisition unit, a service processing unit and a service processing unit, wherein the acquisition unit is used for acquiring the voice content and/or facial expression information of a client in the service process;
the recognition unit is used for recognizing the emotional characteristic parameters of the client based on the voice content and/or the facial expression information;
and the evaluation unit is used for evaluating the service satisfaction degree score of the client based on the emotional characteristic parameter.
7. The management device according to claim 5, wherein the execution module comprises:
the first judging unit is used for judging whether the service satisfaction score is smaller than a first preset value or not;
and the first execution unit is used for executing the first emergency response operation if the first emergency response operation is yes.
8. The management device of claim 7, wherein the execution module further comprises:
a second judging unit, configured to judge whether the service satisfaction score is smaller than a second preset value, where the second preset value is smaller than the first preset value;
and the second execution unit is used for executing second emergency response operation if the emergency response operation is yes.
9. A computer-readable storage medium having stored thereon computer-executable instructions for performing the method for customer service satisfaction management of any of claims 1-4.
10. An electronic device, characterized in that the electronic device comprises: at least one processor, and at least one memory, bus connected with the processor;
the processor and the memory complete mutual communication through the bus;
the processor is configured to invoke program instructions in the memory to perform the method for customer service satisfaction management of any of claims 1-4.
CN202110666962.0A 2021-06-16 2021-06-16 Customer service satisfaction management method and device, storage medium and electronic equipment Pending CN113240345A (en)

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Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2023125779A1 (en) * 2021-12-31 2023-07-06 中兴通讯股份有限公司 Model training method, customer service agent matching method, server, and storage medium

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2023125779A1 (en) * 2021-12-31 2023-07-06 中兴通讯股份有限公司 Model training method, customer service agent matching method, server, and storage medium

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