CN113507542A - Audio and video online inspection method and system for customer service seat - Google Patents
Audio and video online inspection method and system for customer service seat Download PDFInfo
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Abstract
The invention discloses an audio and video online inspection method and system for customer service agents, which comprises the steps of obtaining video streams and corresponding audio streams of the customer service agents; automatically inspecting the audio stream by voice based on an audio detection rule and outputting a voice inspection result in real time, judging whether a division item is detected or not based on the voice inspection result, and if the division item is detected, automatically triggering linkage video inspection to store or capture a frame of a video stream corresponding to the illegal audio stream so as to obtain a linkage inspection result; performing custom time polling on the video stream based on the video detection rule to obtain a custom video polling result; obtaining the score of the added item and the score of the subtracted item of each customer service seat based on the voice inspection result, the linkage inspection result and the user-defined video inspection result, respectively sequencing, and sending the sequencing result to a manual point inspector for online manual point inspection; the method realizes an automatic inspection and manual double-check mechanism on the audio and video cable, and greatly reduces the examination cost and human resources.
Description
Technical Field
The invention relates to the technical field of audio and video detection, in particular to an audio and video online inspection method and system for a customer service seat.
Background
As the service industry continuously improves the service quality of artificial customer service, promotes the preferential strength of enterprises and perfects the complaint mechanism, and the quality of the work implemented by the customer service personnel is checked to become an indispensable work; the traditional examination modes comprise remote video monitoring and online examination by a check inspector to check the order of each service hall and whether the business process of customer service is in compliance.
The specific audio data of a certain counter cannot be associated through an examination mode of remote video monitoring, and when problems occur, the audio data at that time cannot be traced and restored; the examination mode of examining each service hall under the line by the examination staff is that each examination staff runs back and forth in each service hall and the client department, and the examination index items are manually counted to pass and the examination index items are manually counted to be illegal items; the number of the service rooms is large, and the number of the checking personnel is limited, so that the labor cost is high, the checking efficiency is low, and the checking is not comprehensive and objective; when a client complaint event occurs, videos, sound recordings or text records of business handling at that time are difficult to find for backtracking; when the manual evaluation and assessment are carried out on the seats of the stores, the objectivity point inspection data analysis and intelligent addition and subtraction score are lacked, problems are easy to miss, and a place which needs to be modified by a service hall cannot be correctly and timely reflected, so that the improvement of customer satisfaction is not facilitated.
And the traditional assessment mode also has the problems of no association of audio and video, no role separation of pickup equipment, incapability of clearly identifying the standard handling process of counter salesmen and the like.
Disclosure of Invention
In view of the above problems, it is an object of the present invention to provide an audio/video online inspection method for a customer service seat, which converts audio/video signals of a customer service handling service into information recognizable by a computer program by combining online video inspection (video online inspection) and intelligent voice recognition (voice automatic inspection) technologies, thereby recognizing the content of a speaker and extracting key terms; the system realizes the automatic inspection and manual double-check mechanism on the audio and video cable in the service industry, and greatly reduces the check cost and human resources.
The second purpose of the invention is to provide an audio and video online inspection system for a customer service seat, which provides statistical information such as intelligent audio and video equipment access, key term template (audio detection rule) setting, real-time monitoring and monitoring, scene record review of historical service handling, addition and subtraction itemization statistics in service handling, video point inspection statistics, audio point inspection and the like; the manager can check the real-time conversation dynamic state of each counter when transacting business in the background and check the voice transcription result in real time; the system can perform unified management and big data analysis on historical business conversation handling and video data of each service hall, know the working state of each customer service seat in real time, prevent and treat potential violation and facilitate the targeted development of examination work.
The first technical scheme adopted by the invention is as follows: an audio and video online inspection method for a customer service seat comprises the following steps:
s100: acquiring a video stream and a corresponding audio stream of each customer service seat;
s200: automatically inspecting the audio stream by voice based on an audio detection rule and outputting a voice inspection result in real time, judging whether a division item is detected or not based on the voice inspection result, and if the division item is detected, automatically triggering linkage video inspection to store or capture a frame of a video stream corresponding to the illegal audio stream so as to obtain a linkage inspection result;
s300: performing custom time polling on the video stream based on the video detection rule to obtain a custom video polling result;
s400: and obtaining the score of the added item and the score of the subtracted item of each customer service seat based on the voice inspection result, the linkage inspection result and the user-defined video inspection result, respectively sequencing, and sending the sequencing result to a manual point inspector for online manual point inspection.
Preferably, the performing voice automatic inspection on the audio stream based on the audio detection rule in step S200 specifically includes:
s210: the audio stream is transcribed into characters in real time;
s220: and performing semantic analysis on the characters based on the audio detection rule, judging whether the adding item or the subtracting item exists based on the audio detection rule, and outputting a voice inspection result in real time.
Preferably, the audio stream is obtained by using a distribution mechanism, specifically:
carrying a control signaling by the audio stream by adopting a UDP protocol, and distributing the audio stream to a cloud gateway;
the cloud gateway distributes the audio stream in the pcm format and the audio stream in the blob format;
sending the pcm-format audio stream to a voice recognition engine for transcription through a ws protocol, simultaneously coding pcm into AAC-format audio stream data through a faad library, and transmitting the AAC-format audio stream data to a front end for playing through the ws protocol;
and sending the audio stream in the blob format to a front end through a ws protocol for playing.
Preferably, the method further comprises the step S500:
according to the sequencing result and the manual inspection rule, firstly, monitoring the video acquisition equipment and the audio acquisition equipment corresponding to the customer service seats sequenced in front in real time; and when the video stream or/and the audio stream are monitored to have the division items in real time, storing the illegal video or/and the illegal audio corresponding to the division items.
Preferably, the sorting in step S400 comprises the following sub-steps:
s410: calculating to obtain the audio and subentry score of each customer service seat based on the subentry in the voice inspection result; calculating to obtain the audio subtraction item score of each customer service seat based on the subtraction items in the voice inspection result;
s420: calculating to obtain the video score of each customer service seat based on the score of the linkage inspection result and the score of the user-defined video inspection result; calculating to obtain a video score value based on the score items in the user-defined inspection result;
s430: obtaining an audio-video violation total score of each customer service seat based on the video and audio breakdown score of each customer service seat, and obtaining an audio-video bonus total score of each customer service seat based on the video and audio breakdown score of each customer service seat;
s440: and sequencing the audio/video violation total scores of the customer service seats according to a sequence from high to low to obtain a first sequence, sequencing the audio/video violation total scores of the customer service seats only with the score-adding items but without the score-subtracting items according to a sequence from low to high to obtain a second sequence, and placing the first sequence before the second sequence to obtain a final sequencing result.
Preferably, the step S200 further includes:
when the fact that the video stream has the score reduction items is monitored, storing the corresponding violation video stream and the audio stream thereof; when the fact that the audio stream has the score reduction items is monitored, storing the corresponding violation audio stream and the video stream thereof;
the saved video stream and audio stream are synthesized to generate a new video stream.
Preferably, the step S500 further includes:
when the fact that the video stream has the score reduction items is monitored, storing the corresponding violation video stream and the audio stream thereof; when the fact that the audio stream has the score reduction items is monitored, storing the corresponding violation audio stream and the video stream thereof;
the saved video stream and audio stream are synthesized to generate a new video stream.
Preferably, the new video stream is synthesized by the following sub-steps:
(1) filtering the audio data in the stored video stream according to the frame type to generate a two-channel mute frame, and generating a mute video stream based on the two-channel mute frame;
(2) performing binaural resampling on the stored audio stream to generate a resampled audio stream;
(3) synthesizing the muted video stream and the resampled audio stream based on the time stamps to generate a new video stream.
The second technical scheme adopted by the invention is as follows: an audio and video online inspection system for a customer service seat comprises an acquisition module, a linkage inspection module, a self-defined time inspection module and a sequencing module;
the acquisition module is used for acquiring the video stream and the corresponding audio stream of each customer service seat;
the linkage inspection module is used for carrying out voice automatic inspection on the audio stream based on an audio detection rule and outputting a voice inspection result in real time, judging whether a division item is detected based on the voice inspection result, and automatically triggering linkage video inspection to store or capture a frame of a video stream corresponding to an illegal audio stream if the division item is detected so as to obtain a linkage inspection result;
the user-defined time polling module is used for carrying out user-defined time polling on the video stream based on the video detection rule to obtain a user-defined video polling result;
the sorting module is used for obtaining the score of the added items and the score of the subtracted items of each customer service seat based on the voice inspection result, the linkage inspection result and the user-defined video inspection result, sorting the scores respectively, and sending the sorting result to a manual point inspector for online manual point inspection.
Preferably, the system further comprises an online manual checking module, wherein the online manual checking module is used for performing the following operations:
according to the sequencing result and the manual inspection rule, firstly, monitoring the video acquisition equipment and the audio acquisition equipment corresponding to the customer service seats sequenced in front in real time; and when the video stream or/and the audio stream are monitored to have the division items in real time, storing the illegal video or/and the illegal audio corresponding to the division items.
The beneficial effects of the above technical scheme are that:
(1) the invention discloses an audio and video online inspection method for a customer service seat, which combines online video point inspection and intelligent voice recognition technology, and converts audio and video signals of the customer service handling service into information which can be recognized by a computer program, thereby recognizing the content of a speaker and extracting key terms; the system realizes the automatic inspection and manual double-check mechanism on the audio and video cable in the service industry, so that the examination is comprehensive and objective, the inspection accuracy is improved, and the examination cost and the human resources are greatly reduced.
(2) The invention discloses an audio and video online inspection system for a customer service seat, which provides statistical information such as intelligent audio and video equipment access, key term template setting, real-time monitoring and monitoring, scene record review of historical service handling, addition and subtraction itemization statistics in service handling, video point inspection statistics, audio point inspection and the like; the administrator can check the real-time conversation dynamic state of each counter when handling the business in the background and check the voice transcription result in real time; the system can perform unified management and big data analysis on historical business conversation handling and video data of each service hall, know the working state of each customer service seat in real time, prevent and treat potential violation and facilitate the targeted development of examination work.
Drawings
Fig. 1 is a flow chart of an audio/video online inspection method for a customer service seat according to an embodiment of the present invention;
fig. 2 is a flowchart of an audio/video online inspection method for a customer service seat according to an embodiment of the present invention;
FIG. 3 is a diagram illustrating video detection rules according to an embodiment of the present invention;
FIG. 4 is a diagram illustrating audio detection rules according to an embodiment of the present invention;
fig. 5 is a schematic diagram of a contraindication behavior rule in a manual patrol rule according to an embodiment of the present invention;
fig. 6 is a schematic diagram of a detection rule of a desk in the manual routing inspection rule according to an embodiment of the present invention;
fig. 7 is a schematic diagram of an environment detection rule in the manual routing inspection rule according to an embodiment of the present invention;
FIG. 8 is a schematic diagram of an audio stream distribution mechanism provided by an embodiment of the present invention;
FIG. 9 is a schematic diagram of an online manual spot check provided by an embodiment of the present invention;
FIG. 10 is a schematic diagram of a video stream and an audio stream being synthesized according to an embodiment of the present invention;
fig. 11 is a schematic structural diagram of an audio/video online inspection system for a customer service seat according to an embodiment of the present invention.
Detailed Description
The embodiments of the present invention will be described in further detail with reference to the drawings and examples. The following detailed description of the embodiments and the accompanying drawings are provided to illustrate the principles of the invention and are not intended to limit the scope of the invention, which is defined by the claims, i.e., the invention is not limited to the preferred embodiments described.
In the description of the present invention, it is to be noted that, unless otherwise specified, "a plurality" means two or more; the terms "first," "second," and the like are used for descriptive purposes only and are not to be construed as indicating or implying relative importance; the specific meaning of the above terms in the present invention can be understood as appropriate to those of ordinary skill in the art.
Example 1
As shown in fig. 1 and fig. 2, the embodiment discloses an audio/video online inspection method for a customer service seat, which includes the following steps:
s100: acquiring a video stream of each customer service seat and an audio stream corresponding to the video stream;
the video stream is collected by the video collecting equipment, the IPC access compatible with a plurality of video manufacturers and different formats and frame rates is supported, and the size of the code stream and the frame rate can be automatically adjusted according to the bandwidth limitation; therefore, the specific selection of the video acquisition equipment is not limited;
binding corresponding audio acquisition equipment under the video acquisition equipment, and acquiring an audio stream corresponding to the video stream; for example, binding and associating a camera with a corresponding seat pickup to complete the logic setting of audio and video mixed flow (synthesis of video flow and audio flow); the audio acquisition device adopts a directional sound pickup with angular separation, for example, and in order to ensure the voice recognition and subsequent semantic analysis of the audio stream in a voice recognition engine, the audio stream acquired by the directional sound pickup with angular separation is an audio PCM code stream.
S200: and configuring a routing inspection rule, automatically performing voice routing inspection on the audio stream based on the audio detection rule, outputting a voice routing inspection result in real time, judging whether an illegal subdivision item is detected based on the voice routing inspection result, and if the illegal subdivision item is detected, automatically triggering linkage routing inspection to store or capture frames of the video stream corresponding to the illegal audio stream so as to obtain a linkage routing inspection result.
1. Configuring routing inspection rules, wherein the routing inspection rules comprise video detection rules, audio detection rules and manual routing inspection rules; the routing rules primarily define which are the offending videos and which are the offending audio.
(1) Video detection rules
As shown in fig. 3, the video detection rules include (but are not limited to) detecting queuing guidance, in-hall hygiene, infrastructure, service hall order, rush hour site management, seat expressions, appearance instruments and behaviors, setting bonus items and violation deduction items in video detection; wherein, the adding items include but are not limited to smile service, clean and tidy uniform and clean and tidy in a hall; violation deductions include, but are not limited to, collar roll-up, no-wear worker's brand, pride, blindness, apathy, snack eating, shelving, finger customer, single-hand cheek rest, dirty table top, and squad.
And after the adding weight and the subtracting weight are provided, the video stream is inspected based on a video analysis engine, so that the inspection score of the video adding item and the inspection score of the video violation subtracting item on each station can be obtained.
Counting according to an adding and dividing term sigma (adding and dividing term i and dividing weight) to obtain a video adding and dividing term routing inspection score;
and counting the violation subtractive terms sigma (subtractive terms i minus the weight) to obtain the routing inspection score of the video violation subtractive terms.
(2) Audio detection rules
As shown in fig. 4, the audio detection rule includes detecting marketing banning words, deniable language, basic expressions, standard closing words, marketing specification expressions, fee transaction/alteration, and anti-fraud reminders (but not limited thereto), and setting bonus items and violation deduction items in audio detection; wherein, the addicts include but not limited to political expressions such as hello, sit-ask, ask for walk slowly, sorry, etc., greetings, farewers, etc., and also include professional terms such as sign (audio/video combined analysis), pickup (audio/video combined analysis), set content clear, business transaction done, new web-in, XX set introduction, user/seller, 5G set discount, low consumption, activity due, no leakage, password protection attention, etc., and the illegal subtractions include but not limited to roll, go to your, what you say, dirty words such as ShaX, sarc, 35881, etc., prohibited terms such as unlimited amount, free, certain/necessary, no handling, certain open, no open, company need, go to other business hall, etc.; the audio inspection score of each counter in service handling, namely the audio inspection score of each station can be obtained based on the audio detection rule.
And formulating the scoring weight of each scoring item and the scoring weight of each illegal scoring item in the audio detection based on the audio detection rule, and polling the audio stream based on a semantic analysis engine after the scoring weight and the scoring weight are added, so that the polling score of the audio scoring item and the polling score of the illegal audio scoring item on each station can be obtained.
Counting according to an adding and dividing term sigma (adding and dividing term i and dividing weight) to obtain an audio adding and dividing term routing inspection score;
and counting the violation subtractive terms sigma (subtractive terms i minus the weight) to obtain the routing inspection score of the audio violation subtractive terms.
(3) Rules of manual inspection
The manual inspection rules comprise taboo behavior rules, station detection rules and environment detection rules;
as shown in fig. 5, the contraindication behavior rules include, but are not limited to, service contraindications, marketing contraindications, and deniability; wherein the service contraindications include but are not limited to detecting behaviors, languages, actions, expressions and attitudes; marketing contraindications include, but are not limited to, unlimited, free, signed on behalf of the customer, transacted business should be introduced first, then transacted, forced business binding, and limiting the customer to terminate activities early; denim includes but is not limited to not limiting the client to apply for transacting portability services and denim business to other halls except for permission problems.
As shown in fig. 6, the counter detection rule includes basic requirements (but not limited thereto), wherein the basic requirements include but not limited to immediate data collection and arrangement after the client transacts business leaving, all people wearing uniform and tidy during business hours (except pregnant women), staff wearing work number plates and badges, no makeup and rich finish, mental appearance, absence/shift indication apology to agree with apology and place obvious absentness mark, business transaction to answer work phone to agree with client and agree with apology, the counter staff to make a payment, use of political expression during business transaction, and the counter to be clean and tidy and not to place irrelevant items.
As shown in fig. 7, the environment detection rules include, but are not limited to, basic environment, field management, queuing, and guidance/diversion, wherein the basic environment includes, but is not limited to, distinctive and clear functional area identification, business office desk/customer opinion book matching, orderly and sufficient business data placement, matching of pre-processing materials (processing list, filling desk, pen), timing clearing of garbage in hall, standard/service convention of data in hall, and intact office furniture; the field management comprises but is not limited to the situation that no noise rack is arranged in a hall and the like seriously disturb order (the situation that the comfort and the leading-out of the hall occur), the self-service terminal is normally started, the self-service terminal is normally operated, personnel in the hall need to actively recommend the use of the self-service terminal, the personnel in the hall have full service, all seats are opened, the phenomenon of queue insertion is not generated in the hall, the phenomenon of congestion and confusion is not generated in the hall, and the situation that customers are not full due to poor environment in the hall is avoided; the queue waiting includes, but is not limited to, waiting for no more than 10 minutes for the client in idle and waiting for no more than 15 minutes in busy hours (the number of queuing people in the hall is 3 times more than that of the seats); the guiding/shunting comprises but is not limited to that a hall provided with a cloud queuing machine needs to normally use cloud queuing in a business time period, a fault prompt needs to be posted when the hall cannot be used, a business hall consultation platform needs to scan codes and queue numbers for promotion, and a salesperson needs to remind a client to transact business to take numbers and queue.
2. Automatically performing voice inspection on the audio stream based on the audio detection rule and outputting a voice inspection result in real time, judging whether an illegal subdivision item is detected based on the voice inspection result, and automatically triggering linkage inspection to store or capture a frame of a video stream corresponding to the illegal audio stream to obtain a linkage inspection result if the illegal subdivision item is detected;
carry out pronunciation automatic patrol and examine to the audio frequency stream based on the audio frequency detection rule in the rule of patrolling and examining, specifically do:
s210: the audio stream is transcribed into words in real time based on a speech recognition engine;
s220: the semantic analysis engine performs semantic analysis on the characters based on the audio detection rule, judges whether the adding item or the subtracting item exists based on the audio detection rule, and outputs a voice inspection result (semantic analysis result) in real time; the voice patrol inspection result comprises an audio adding item or/and an audio violation deducting item.
S230: and judging whether an illegal deduction item is detected or not based on the voice patrol inspection result, and if the illegal deduction item is detected, automatically triggering linkage patrol inspection in the custom patrol inspection to store or capture frames of a video stream corresponding to the illegal audio stream so as to obtain a linkage patrol inspection result.
The self-defined inspection (automatic point inspection according to rules) comprises linkage inspection, the linkage inspection is to automatically trigger a video gateway to store or capture frames of a video stream corresponding to an illegal audio stream based on a voice inspection result to obtain a linkage inspection result, and the linkage inspection result comprises video illegal deduction items.
When a counter starts to handle business, voice recording is triggered, audio streams (voice data) are transmitted to a voice recognition engine in real time during automatic voice inspection to convert voice into characters, semantic analysis is carried out on the characters based on an audio detection rule to obtain a voice inspection result, and whether an illegal deduction item is detected or not is judged based on the voice inspection result; if the illegal deduction item is detected, automatically triggering linkage inspection in the user-defined inspection, and storing or capturing frames of the video stream corresponding to the illegal audio stream through a video gateway by the linkage inspection; for example, when an illegal item (35881;, abuse, top collision, etc.) is detected by voice at time t, the voice automatic inspection sub-module notifies the linkage inspection module, the linkage inspection module performs current video frame grabbing through the video gateway (the gateway pulls a real-time video stream and grabs frames), and simultaneously records a current video inspection playback recording time period, namely, five seconds are recorded forward at the time after triggering the voice violation, 5 seconds are recorded backward, namely, the video inspection recording start time is t-5s, and the end time is t +5 s.
According to the invention, when the voice automatic inspection detects the illegal deduction item, the linkage inspection (video online inspection) in the user-defined inspection can be automatically triggered to carry out video storage or frame grabbing in a linkage manner, so that the audio and video evidence can be obtained simultaneously, and the inconsistency of speaking and making is prevented; for example, whether the money is collected and changed when the receipt and the payment are made or not, whether the signature is signed on a signing machine when the signature is triggered or not, other positions and the like can be effectively monitored.
The voice automatic inspection is a set of inspection mechanism which is positioned outside the video online inspection and can automatically trigger the video online inspection linkage and specially aims at the semantic analysis of a counter; the invention combines the video on-line inspection and the voice automatic inspection technologies, realizes the automatic inspection and manual double review mechanism on the audio and video line in the service industry, ensures comprehensive and objective examination, improves the inspection accuracy, and greatly reduces the examination cost and human resources.
Further, in an embodiment, as shown in fig. 8, in order to enable multiple terminal devices to simultaneously monitor the same sound pickup in real time, a distribution mechanism is adopted for an audio stream, specifically:
carrying a control signaling by an audio stream (audio PCM code stream) collected by a directional pickup with angular separation by adopting a UDP (user Datagram protocol), and distributing the audio stream to a cloud gateway, wherein the cloud gateway distributes a PCM-format audio stream and a blob-format audio stream; the distributed pcm format audio stream is sent to a voice recognition engine for transcription through a ws protocol, meanwhile, pcm is coded into AAC format audio stream data through a faad library, and the AAC format audio stream data is transmitted to a front end (an inspector applies a front pc page check picture or a mobile phone app check picture) through the ws protocol for playing; and the audio stream in the blob format is sent to the front end for playing through the ws protocol.
The invention uses the audio PCM code stream for transcription, is not compressed, can improve the transcription rate, uses the compressed AAC for monitoring and playback, can reduce the use of the transmission bandwidth of the public network (can be compressed to one tenth), and does not affect the hearing; the invention adopts a distribution mechanism to solve the problems that one sound pick-up cannot be used by a plurality of terminals at the same time and the audio stream cannot be transmitted to the public network, and realizes the technical effect that a plurality of terminal devices can use the same sound pick-up at the same time and data can be transmitted to the public network.
S300: performing custom time polling on the video stream based on the video detection rule to obtain a custom video polling result;
the user-defined inspection also comprises user-defined time inspection, wherein the user-defined time inspection is to perform user-defined time point on the video stream based on the video detection rule to capture and record the audio and video to obtain a user-defined video inspection result; the custom video inspection result comprises a video adding item or/and a video violation deducting item.
S400: obtaining score sorting based on the voice inspection result, the linkage inspection result and the user-defined video inspection result; the method specifically comprises the following substeps S410-S440:
s410: calculating based on the audio adding items in the voice inspection result and the corresponding weights thereof to obtain the audio adding item inspection score of each station (customer service seat); calculating based on the audio violation subtransmissions in the voice inspection result and the weights corresponding to the audio violation subtransmissions to obtain the inspection score of the audio violation subtransmissions on each station;
s420: calculating based on the video violation deduction item and the corresponding weight thereof in the linkage inspection result and the video violation deduction item and the corresponding weight thereof in the user-defined video inspection result to obtain the inspection score of the video violation deduction item; calculating based on the video scoring items and the corresponding weights in the user-defined video inspection result to obtain video scoring item inspection scores;
s430: acquiring the sum of the audio and video violation scores on each station based on the routing inspection score of the video violation deduction item and the routing inspection score of the audio violation deduction item on each station, and acquiring the sum of the audio and video bonus scores on each station based on the video bonus routing inspection score and the audio bonus routing inspection score on each station;
s440: firstly, sorting the sum of the audio and video violation scores on each station, and sorting according to the rule violation score sum from high to low to obtain a first sort; sorting the stations which have no violation and only add the points again, namely sorting the sum of the audio and video adding points on the stations which have no violation and only add the points, and sorting according to the sum of the adding points from low to high to obtain a score sorting to obtain a second sorting; and ranking the first ranking before the second ranking to obtain score ranking, wherein the score ranking expression is as follows: rule violations are ranked from large to small (first ranking) > rule violations without rule violations are ranked from small to large (second ranking).
The invention does not carry out the mixed scoring of the adding item and the subtracting item, thereby effectively avoiding the defect that the violation can be covered if the violation is very much and the adding item is higher; the invention aims at the situation that the seat personnel without the score reduction item can enter the evaluation and the examination, and is convenient for developing the examination work pertinently.
S500: and performing online manual point inspection on the video stream based on the score sorting and manual inspection rules.
The online manual point inspection means that a point inspector performs manual real-time monitoring on the video stream according to score sorting on line based on a manual inspection rule and obtains an online manual point inspection result; and the online manual point inspection and the custom inspection are both video online inspection.
The score sorting provides a video sorting basis for online manual point inspection in online video inspection; as shown in fig. 9, when performing online manual spot inspection, the system presents score sorting to the front end (an inspector applies a front pc page spot inspection picture or a mobile phone app spot inspection picture), and the spot inspector performs real-time monitoring on video acquisition equipment (a camera) corresponding to a video stream with a high audio/video violation score (sorted in front) based on a manual inspection rule according to the score sorting displayed by the front end, and monitors audio acquisition equipment (an agent pickup) bound under the video acquisition equipment, so as to realize synchronous real-time monitoring of video and audio; when the violation video or/and the violation audio is monitored, storing the violation video or/and the violation audio to obtain an online manual spot inspection result, giving an adjustment and modification suggestion or scheme according to the online manual spot inspection result, pushing a notification upper level, and completing the adjustment and modification push notification; the illegal video is stored, wherein the illegal video is manually captured or/and recorded, and the illegal audio is stored, wherein the illegal audio is manually recorded.
When the on-line manual check (manual inspection) is carried out, the video sources associated with the counter seats with low scores or more scores are sorted based on the scores and are preferentially arranged forwards, so that the counter with frequent problems can be positioned and evaluated on line at the fastest speed during the manual check.
Further, in an embodiment, when an illegal video is monitored, the illegal video stream and the audio stream corresponding to the illegal video stream are saved, and when an illegal audio is monitored, the illegal audio stream and the video stream corresponding to the illegal audio stream are saved; and synthesizing the stored video stream and the audio stream to generate a new video stream, and storing and summarizing the new video stream, the voice inspection result and the video online inspection result (the linkage inspection result, the user-defined video inspection result and the online manual point inspection result).
As shown in fig. 10, the saved video stream and audio stream are synthesized by the following sub-steps:
(1) filtering the audio data in the stored video stream according to the frame type to generate a binaural silence frame, for example, a 16KHz binaural silence frame; generating a mute video stream based on the binaural mute frame;
(2) performing two-channel resampling on the stored audio stream to generate a resampled audio stream;
(3) synthesizing the mute video stream and the resampled audio stream based on the time stamp to generate a new video stream; audio per frame play duration (duration of one frame of audio play) = frame size/sample rate.
The invention stores and summarizes the new video stream and the inspection result for agent score item statistics and inspection record detail inspection, and the upper layer can trace the specific condition of which day and which time appears by inspecting the score condition of each agent.
The invention adopts the technical effects that the original audio on the stored video stream is subjected to mute processing, then the stored audio stream is subjected to double-track resampling processing, and the mute video stream and the resampled audio stream are synthesized according to the time stamp, so that audio devices with different sampling rates can be combined into the same video stream, and the real-time switching of different audios is realized.
Example 2
As shown in fig. 11, the invention provides an audio/video online inspection system for a customer service seat, which comprises an acquisition module, a linkage inspection module, a custom time inspection module and a sequencing module;
the acquisition module is used for acquiring the video stream and the corresponding audio stream of each customer service seat;
the linkage inspection module is used for carrying out voice automatic inspection on the audio stream based on an audio detection rule and outputting a voice inspection result in real time, judging whether a division item is detected based on the voice inspection result, and automatically triggering linkage video inspection to store or capture a frame of a video stream corresponding to an illegal audio stream if the division item is detected so as to obtain a linkage inspection result;
the user-defined time polling module is used for carrying out user-defined time polling on the video stream based on the video detection rule to obtain a user-defined video polling result;
and the sequencing module is used for obtaining the score of the added items and the score of the subtracted items of each customer service seat based on the voice polling result, the linkage polling result and the user-defined video polling result, sequencing the scores respectively, and sending the sequencing result to a manual point inspector for online manual point inspection.
Further, in an embodiment, the system further comprises an online manual check module, wherein the online manual check module is configured to perform the following operations:
according to the sequencing result and the manual inspection rule, firstly, monitoring the video acquisition equipment and the audio acquisition equipment corresponding to the customer service seats sequenced in front in real time; and when the video stream or/and the audio stream are monitored to have the division items in real time, storing the illegal video or/and the illegal audio corresponding to the division items.
The invention discloses an audio and video online inspection system for a customer service seat, which provides statistical information such as intelligent audio and video equipment access, key term template (audio detection rule) setting, real-time monitoring and monitoring, scene record review of historical service handling, addition and subtraction itemization statistics in service handling, video point inspection statistics, audio point inspection and the like; the administrator can check the real-time conversation dynamic state of each counter when handling the business in the background and check the voice transcription result in real time; the system can perform unified management and big data analysis on historical business conversation handling and video data of each service hall, know the working state of each customer service seat in real time, prevent and treat potential violation and facilitate the targeted development of examination work.
While the invention has been described with reference to a preferred embodiment, various modifications may be made and equivalents may be substituted for elements thereof without departing from the scope of the invention. In particular, the technical features mentioned in the embodiments can be combined in any way as long as there is no structural conflict. It is intended that the invention not be limited to the particular embodiments disclosed, but that the invention will include all embodiments falling within the scope of the appended claims. The invention has not been described in detail and is part of the common general knowledge of a person skilled in the art.
Claims (10)
1. An audio and video online inspection method for a customer service seat is characterized by comprising the following steps:
s100: acquiring a video stream and a corresponding audio stream of each customer service seat;
s200: automatically inspecting the audio stream by voice based on an audio detection rule and outputting a voice inspection result in real time, judging whether a division item is detected or not based on the voice inspection result, and if the division item is detected, automatically triggering linkage video inspection to store or capture a frame of a video stream corresponding to the illegal audio stream so as to obtain a linkage inspection result;
s300: performing custom time polling on the video stream based on the video detection rule to obtain a custom video polling result;
s400: and obtaining the score of the added item and the score of the subtracted item of each customer service seat based on the voice inspection result, the linkage inspection result and the user-defined video inspection result, respectively sequencing, and sending the sequencing result to a manual point inspector for online manual point inspection.
2. The audio/video online inspection method according to claim 1, wherein the automatic voice inspection of the audio stream based on the audio detection rule in the step S200 specifically comprises:
s210: the audio stream is transcribed into characters in real time;
s220: and performing semantic analysis on the characters based on the audio detection rule, judging whether the adding item or the subtracting item exists based on the audio detection rule, and outputting a voice inspection result in real time.
3. The audio and video online inspection method according to claim 1, wherein the audio stream is obtained by a distribution mechanism, specifically:
carrying a control signaling by the audio stream by adopting a UDP protocol, and distributing the audio stream to a cloud gateway;
the cloud gateway distributes the audio stream in the pcm format and the audio stream in the blob format;
sending the pcm-format audio stream to a voice recognition engine for transcription through a ws protocol, simultaneously coding pcm into AAC-format audio stream data through a faad library, and transmitting the AAC-format audio stream data to a front end for playing through the ws protocol;
and sending the audio stream in the blob format to a front end through a ws protocol for playing.
4. The audio and video online inspection method according to claim 1, further comprising a step S500 of:
according to the sequencing result and the manual inspection rule, firstly, monitoring the video acquisition equipment and the audio acquisition equipment corresponding to the customer service seats sequenced in front in real time; and when the video stream or/and the audio stream are monitored to have the division items in real time, storing the illegal video or/and the illegal audio corresponding to the division items.
5. The audio-video online inspection method according to claim 1, wherein the sorting in the step S400 includes the following sub-steps:
s410: calculating to obtain the audio and subentry score of each customer service seat based on the subentry in the voice inspection result; calculating to obtain the audio subtraction item score of each customer service seat based on the subtraction items in the voice inspection result;
s420: calculating to obtain the video score of each customer service seat based on the score of the linkage inspection result and the score of the user-defined video inspection result; calculating to obtain a video score value based on the score items in the user-defined inspection result;
s430: obtaining an audio-video violation total score of each customer service seat based on the video and audio breakdown score of each customer service seat, and obtaining an audio-video bonus total score of each customer service seat based on the video and audio breakdown score of each customer service seat;
s440: and sequencing the audio/video violation total scores of the customer service seats according to a sequence from high to low to obtain a first sequence, sequencing the audio/video violation total scores of the customer service seats only with the score-adding items but without the score-subtracting items according to a sequence from low to high to obtain a second sequence, and placing the first sequence before the second sequence to obtain a final sequencing result.
6. The audio and video online inspection method according to claim 1, wherein the step S200 further includes:
when the fact that the video stream has the score reduction items is monitored, storing the corresponding violation video stream and the audio stream thereof; when the fact that the audio stream has the score reduction items is monitored, storing the corresponding violation audio stream and the video stream thereof;
the saved video stream and audio stream are synthesized to generate a new video stream.
7. The audio/video online inspection method according to claim 4, wherein the step S500 further includes:
when the fact that the video stream has the score reduction items is monitored, storing the corresponding violation video stream and the audio stream thereof; when the fact that the audio stream has the score reduction items is monitored, storing the corresponding violation audio stream and the video stream thereof;
the saved video stream and audio stream are synthesized to generate a new video stream.
8. The audio-video online inspection method according to claim 6 or 7, wherein the new video stream is synthesized through the following sub-steps:
(1) filtering the audio data in the stored video stream according to the frame type to generate a two-channel mute frame, and generating a mute video stream based on the two-channel mute frame;
(2) performing binaural resampling on the stored audio stream to generate a resampled audio stream;
(3) synthesizing the muted video stream and the resampled audio stream based on the time stamps to generate a new video stream.
9. An audio and video online inspection system for a customer service seat is characterized by comprising an acquisition module, a linkage inspection module, a self-defined time inspection module and a sequencing module;
the acquisition module is used for acquiring the video stream and the corresponding audio stream of each customer service seat;
the linkage inspection module is used for carrying out voice automatic inspection on the audio stream based on an audio detection rule and outputting a voice inspection result in real time, judging whether a division item is detected based on the voice inspection result, and automatically triggering linkage video inspection to store or capture a frame of a video stream corresponding to an illegal audio stream if the division item is detected so as to obtain a linkage inspection result;
the user-defined time polling module is used for carrying out user-defined time polling on the video stream based on the video detection rule to obtain a user-defined video polling result;
the sorting module is used for obtaining the score of the added items and the score of the subtracted items of each customer service seat based on the voice inspection result, the linkage inspection result and the user-defined video inspection result, sorting the scores respectively, and sending the sorting result to a manual point inspector for online manual point inspection.
10. The audio-video online inspection system according to claim 9, further comprising an online manual inspection module, wherein the online manual inspection module is configured to perform the following operations:
according to the sequencing result and the manual inspection rule, firstly, monitoring the video acquisition equipment and the audio acquisition equipment corresponding to the customer service seats sequenced in front in real time; and when the video stream or/and the audio stream are monitored to have the division items in real time, storing the illegal video or/and the illegal audio corresponding to the division items.
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