CN113837587A

CN113837587A - Customer service quality inspection method and device, computer equipment and storage medium

Info

Publication number: CN113837587A
Application number: CN202111095000.0A
Authority: CN
Inventors: 庄特顺; 文博; 刘云峰; 汶林丁
Original assignee: Shenzhen Zhuiyi Technology Co Ltd
Current assignee: Shenzhen Zhuiyi Technology Co Ltd
Priority date: 2021-09-17
Filing date: 2021-09-17
Publication date: 2021-12-24
Anticipated expiration: 2041-09-17
Also published as: CN113837587B

Abstract

The application discloses a customer service quality inspection method and device, computer equipment and a storage medium, and relates to the technical field of internet. The method comprises the following steps: acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type; acquiring at least one scoring template matched with a target scene type, wherein the scoring template comprises at least one scoring item; obtaining a scoring template to be used from at least one scoring template to serve as a target scoring template; and grading the content to be quality-tested in the customer service quality testing task based on at least one grading item in the target grading template to obtain the quality testing score of the content to be quality-tested. Therefore, the scoring of the content to be subjected to quality inspection can be realized only by determining the target scoring template to be used from at least one scoring template in the target scene type, the operation is simple, the scoring of the quality inspection task is better controlled, the rules and the scoring do not need to be configured manually by quality inspection personnel before the quality inspection is carried out each time, and the user experience of the quality inspection personnel is improved.

Description

Customer service quality inspection method and device, computer equipment and storage medium

Technical Field

The present application relates to the field of internet technologies, and in particular, to a customer service quality inspection method, an apparatus, a computer device, and a storage medium.

Background

At present, each business has higher requirements on the service quality of customer service personnel, so that the customer service communication records of the customer service personnel can be extracted randomly or according to the seat number, the extracted customer service communication records are checked, and the server quality of each customer service personnel is evaluated based on the checking result.

However, in practical applications, before quality inspection is performed on the customer service communication records of the customer service staff each time, the quality inspection staff needs to select and configure multiple quality inspection rules and trigger corresponding scores of each quality inspection rule, so that the quality inspection operation process of the quality inspection staff is complicated, and the experience is poor.

Disclosure of Invention

In view of the above, the present application provides a customer service quality inspection method, an apparatus, a computer device, and a storage medium.

In a first aspect, an embodiment of the present application provides a customer service quality inspection method, where the method includes: acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type; acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item; obtaining a scoring template to be used from the at least one scoring template to serve as a target scoring template; and grading the content to be quality-checked in the customer service quality check task based on at least one grading item in the target grading template to obtain a quality check score of the content to be quality-checked, wherein the quality check score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the value of the quality check score.

In a second aspect, an embodiment of the present application provides a customer service quality inspection device, where the device includes: the system comprises a scene acquisition module, a template acquisition module, a target template acquisition module and a grading module. The scene acquisition module is used for acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type; the template acquisition module is used for acquiring at least one scoring template matched with the target scene type, and the scoring template comprises at least one scoring item; the target template acquisition module is used for acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template; and the scoring module is used for scoring the content to be subjected to quality inspection in the customer service quality inspection task based on at least one scoring item in the target scoring template to obtain a quality inspection score of the content to be subjected to quality inspection, wherein the quality inspection score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the score of the quality inspection score.

In a third aspect, an embodiment of the present application provides a computer device, including: one or more processors; a memory; one or more programs, wherein the one or more programs are stored in the memory and configured to be executed by the one or more processors, the one or more programs configured to perform the customer service quality inspection method provided by the first aspect.

In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, where a program code is stored in the computer-readable storage medium, and the program code may be invoked by a processor to execute the customer service quality inspection method provided in the first aspect.

According to the scheme provided by the application, a customer service scene type corresponding to a customer service quality inspection task is obtained and used as a target scene type; acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item; obtaining a scoring template to be used from the at least one scoring template to serve as a target scoring template; and grading the content to be quality-checked in the customer service quality check task based on at least one grading item in the target grading template to obtain a quality check score of the content to be quality-checked, wherein the quality check score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the value of the quality check score. Therefore, the scoring template matched with the scene type can be obtained, the scoring template more conforming to the customer service quality inspection task can be obtained, the content to be quality inspected in the customer service quality inspection task is scored based on the scoring template, and the pertinence and the accuracy of scoring can be improved; in addition, the target scoring template to be used can be determined from at least one scoring template in the target scene type, namely, the quality inspection content can be scored based on at least one scoring item in the target scoring template, the operation is simple, the scoring of a quality inspection task is better controlled, the requirement that a quality inspector manually configures rules and scores before performing quality inspection every time is avoided, and the user experience of the quality inspector is improved.

Drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.

Fig. 1 shows a schematic diagram of an application scenario provided in an embodiment of the present application.

Fig. 2 is a schematic flow chart illustrating a customer service quality inspection method according to an embodiment of the present disclosure.

Fig. 3 is a schematic flow chart illustrating a customer service quality inspection method according to another embodiment of the present disclosure.

Fig. 4 is a schematic flow chart illustrating a customer service quality inspection method according to another embodiment of the present disclosure.

Fig. 5 shows a flow diagram of the substeps of step S340 in fig. 4.

Fig. 6 shows a flow diagram of the substeps of step S350 in fig. 4.

Fig. 7 shows a flow diagram of the substeps of step S352 in fig. 6.

Fig. 8 is a flowchart illustrating a customer service quality inspection method according to still another embodiment of the present application.

Fig. 9 is a schematic flow chart illustrating a customer service quality inspection method according to still another embodiment of the present application.

Fig. 10 is a flowchart illustrating a customer service quality inspection method according to still another embodiment of the present application.

Fig. 11 is a flowchart illustrating a customer service quality inspection method according to yet another embodiment of the present application.

Fig. 12 is a block diagram of a customer service quality inspection device according to an embodiment of the present application.

Fig. 13 is a block diagram of a computer device for executing a customer service quality inspection method according to an embodiment of the present application.

Fig. 14 is a storage unit for storing or carrying a program code for implementing the customer service quality inspection method according to the embodiment of the present application.

Detailed Description

In order to make the technical solutions better understood by those skilled in the art, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application.

At present, each business has higher requirements on the service quality of customer service personnel, so that the customer service communication records of the customer service personnel can be extracted randomly or according to the seat number, the extracted customer service communication records are checked, and the server quality of each customer service personnel is evaluated based on the checking result. However, in practical applications, before quality inspection is performed on the customer service communication records of the customer service staff each time, the quality inspection staff needs to select and configure multiple quality inspection rules and trigger corresponding scores of each quality inspection rule, so that the quality inspection operation process of the quality inspection staff is complicated, and the experience is poor.

In order to solve the above problems, the inventor proposes a customer service quality inspection method, a customer service quality inspection device, a computer device, and a storage medium, which can score the content to be quality inspected in the task to be quality inspected by acquiring a scoring template matched with the scene type. This is described in detail below.

The following introduces an application environment of the customer service quality inspection method provided by the embodiment of the present application.

Referring to fig. 1, fig. 1 is a schematic diagram illustrating an application environment provided for an embodiment of the present application, and an application scenario may include a customer service quality inspection system 10, which may include a computer device 101, a plurality of servers 102, and a plurality of electronic terminals 103. The computer device 101 may be a server, or may be other electronic devices that store and process data; the electronic terminal 103 may be a smart notebook, a mobile phone, a smart tablet, and the like, which is not limited in this embodiment.

In some embodiments, the electronic terminal 103 establishes a communication connection with the server 102, and the customer service person can perform session communication (such as voice communication or text message communication) with the counselor through the electronic terminal 103, wherein session data generated by the session communication can be uploaded and stored in the server 102; the quality testing personnel can create a customer service quality testing task in the computer device 101 and acquire session data generated by any one of the plurality of electronic terminals 103, namely, the computer device 101 acquires the session data stored in the server 102 based on the communication connection with the server 102; the computer device 101 then performs a quality check scoring on the session data.

In other embodiments, the computer device 101 may also directly establish a communication connection with the electronic terminal 103, and at this time, the electronic terminal 103 may directly transmit session data generated by session communication with the counselor to the computer device 101 for storage based on the communication connection; the computer device 101 may extract any session data directly from its stored session data for quality control scoring.

Referring to fig. 2, fig. 2 is a diagram illustrating a customer service quality inspection method, an apparatus, a computer device, and a storage medium according to an embodiment of the present disclosure. The customer service quality inspection method provided by the embodiment of the present application will be described in detail with reference to fig. 2. The customer service quality inspection method can comprise the following steps:

step S110: and acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type.

In this embodiment, the customer service scene type may include an e-commerce customer service scene, a government service customer service scene, a patent customer service scene, a medical customer service scene, or a sales promotion customer service scene, which is not limited in this embodiment. For different customer service scene types, the standard for evaluating the customer service quality may be different, for example, in the customer service promotion scene, the tone and attitude of the customer service staff are relatively important; in the medical customer service scene, the accuracy of the reply content of the customer service personnel is more important. Therefore, in order to realize that the service quality of the customer service personnel under different customer service scene types can be judged in a targeted manner, different scoring templates can be set for different customer service scene types, and the scoring template of the customer service scene type corresponding to the current customer service quality inspection task is used for scoring the content to be inspected.

Specifically, the customer service quality inspection task may be created by a quality inspector, and then a customer service scene type corresponding to the customer service quality inspection task may be obtained as a target scene type. In some embodiments, the customer service scene type corresponding to the customer service quality inspection task is obtained, and the customer service scene type can be selected by a quality inspector, and the quality inspector can input a scene selection instruction, wherein the scene selection instruction carries a scene identifier of the customer service scene type; correspondingly, the computer device may receive the scene selection instruction, and determine, according to a scene identifier carried in the scene selection instruction, a customer service scene type corresponding to the scene identifier as the target scene type.

In other embodiments, the obtaining of the service scene type corresponding to the service quality inspection task may be by performing semantic analysis on the content to be quality inspected (such as a call record or a chat record) carried in the service quality inspection task, and obtaining the service scene type matched with the semantic of the content to be quality inspected, as the target scene type.

In still other embodiments, the service quality inspection task may be created for the service staff of the target agent, so that the agent identifier corresponding to the target agent may be obtained as the target agent identifier; and then acquiring a customer service scene type associated with a target agent identifier as the target scene type based on a preset mapping relation between the agent identifier and the customer service scene type, wherein the target agent can be any one of the agents of all the customer service personnel.

Step S120: and acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item.

In this embodiment, the scoring template may be pre-stored, configured by a quality inspector in advance, or configured by a default of the system, which is not limited in this embodiment. Each scoring template may include one scoring item or a plurality of scoring items, each scoring item includes an adding score type and a subtracting score type, and each scoring item corresponds to a specific score. For example, the scoring item a is a scoring type scoring item, the corresponding specific score is 10 points, and if the customer service quality inspection task triggers the scoring item a, the scoring item a may be 10 points for the customer service quality inspection task.

Based on this, after the target scene type corresponding to the customer service quality inspection task is obtained, one scoring template or multiple scoring templates matching the target scene type may be obtained from the pre-stored scoring templates, which is not limited in this embodiment.

Step S130: and acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template.

Optionally, after one or more scoring templates corresponding to the target scene type are obtained, a scoring template to be used may be obtained as the target scoring template. Each scoring template can comprise a unique template name and a template content introduction, and the template content introduction can be used for representing scoring rule contents in the scoring template and allowing quality testing personnel to check and select the required scoring template to be used according to the template content introduction; the obtaining of the scoring template to be used may be performed by the user, and the scoring template matching the template identifier is determined from the one or more scoring templates as a target scoring template based on the template identifier (such as the template name) of the scoring template carried in the selection instruction in response to the selection instruction input by the user.

Step S140: and grading the content to be quality-checked in the customer service quality check task based on at least one grading item in the target grading template to obtain a quality check score of the content to be quality-checked, wherein the quality check score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the value of the quality check score.

In this embodiment, after the target scoring template is determined, the content to be quality-tested in the customer service quality inspection task may be scored according to at least one scoring item in the target scoring template, so as to obtain a quality inspection score for the content to be quality-tested. The content to be quality-checked can be a call record or a text chat record of a customer service interface; the content to be quality-checked may only include the content to be quality-checked of one customer service person, or may also include the content to be quality-checked of a plurality of customer service persons at the same time, which is not limited in this embodiment.

In some embodiments, if the target scoring template only includes one scoring item, it is only necessary to determine whether the content to be quality-checked triggers the scoring item, and if so, the content to be quality-checked is scored (added or subtracted) according to the scoring type of the scoring item and the specific score corresponding thereto, so as to obtain the quality-check score of the content to be quality-checked. The trigger scoring item can be understood as the quality inspection content conforming to the scoring rule corresponding to the scoring item.

In other embodiments, if the target scoring template includes a plurality of scoring items, it is necessary to sequentially determine whether the content to be quality-checked triggers each scoring item of the plurality of scoring items, and score the content to be quality-checked according to the scoring type of the designated scoring item and the specific score corresponding to the scoring type, so as to obtain the quality-check score of the content to be quality-checked. The specified evaluation items are the evaluation items triggered by the content to be tested in the plurality of evaluation items, and the number of the evaluation items can be one or more, which is not limited in this embodiment; when the number of the specified scoring items is multiple, scoring the content to be quality-tested according to the scoring type of each specified scoring item and the corresponding specific score to obtain the quality testing score of the content to be quality-tested.

The quality inspection score can be used for representing the service quality of the customer service staff, the service quality of the customer service staff is in positive correlation with the score of the quality inspection score, and the higher the quality inspection score is, the higher the service quality of the customer service staff corresponding to the content to be inspected is.

In some embodiments, after the quality inspection score is obtained, the customer service level of the customer service staff can be determined according to a mapping relationship between a preset service level and the quality inspection score. Specifically, the preset service levels may include excellent, medium and unqualified, and when the quality inspection score is greater than the first preset score, the customer service level of the customer service staff is determined to be excellent; when the quality inspection score is less than or equal to the first preset score and is greater than the second preset score, judging that the customer service level of the customer service staff is medium; and when the quality inspection score is less than or equal to a second preset score, judging the customer service level of the customer service staff to be unqualified. The first preset score, the second preset score and the third preset score can be preset and can also be adjusted according to different application scenes; of course, the preset service level and the preset score may include various types, which is not limited in this embodiment.

In the embodiment, a customer service scene type corresponding to a customer service quality inspection task is obtained and used as a target scene type; acquiring at least one scoring template matched with the type of a target scene, and acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template; and grading the content to be quality-tested in the customer service quality testing task based on at least one grading item in the target grading template to obtain the quality testing score of the content to be quality-tested. Therefore, the scoring template which is more in line with the requirements of the customer service quality inspection task can be used for scoring the content to be quality inspected in the customer service quality inspection task, so that the pertinence and the accuracy of scoring are improved; and the quality testing personnel only need to select the scoring template to be used from at least one scoring template in the target scene type, so that the quality testing content can be scored based on at least one scoring item in the scoring template, the operation is simple, the scoring of the quality testing task is better controlled, rules and scoring do not need to be configured manually before each quality testing, and the user experience of the quality testing personnel is improved.

Referring to fig. 3, fig. 3 is a diagram illustrating a customer service quality inspection method, an apparatus, a computer device, and a storage medium according to another embodiment of the present disclosure. The customer service quality inspection method provided by the embodiment of the present application will be described in detail below with reference to fig. 3. The customer service quality inspection method can comprise the following steps:

step S210: and acquiring the content to be quality-checked in the customer service quality-checking task.

In this embodiment, the content to be quality-checked may be a call record of the customer service staff, or may be a text chat record of the customer service interface, which is not limited in this embodiment. After the quality inspection personnel create the customer service quality inspection task, the quality inspection personnel can select the customer service personnel to be inspected, and the call record or text chat record of the customer service personnel to be inspected can be used as the content to be inspected. Specifically, the computer device may respond to an agent selection instruction of a quality inspection person, and acquire a customer service person corresponding to an agent identifier carried in the agent selection instruction as a customer service person to be subjected to quality inspection; and extracting the call record or text chat record of the customer service personnel to be subjected to quality inspection as the content to be subjected to quality inspection. The content to be quality-checked may be a historical call record or a historical text chat record, or may be a real-time call record or a real-time text chat record, which is not limited in this embodiment.

For example, if the agent selection instruction carries an agent identifier a, the customer service person a corresponding to the agent identifier a can be obtained and used as the customer service person to be subjected to quality inspection; and then acquiring the call record or the text chat record of the customer service person A as the content to be inspected.

Step S220: and judging whether the content to be subjected to quality inspection contains target scene vocabularies, wherein the target scene vocabularies are any scene vocabularies in prestored scene vocabularies.

Based on the method, after the content to be quality-tested is acquired, the target scene type can be determined based on the content to be quality-tested so as to determine the most suitable scoring template for the content to be quality-tested. Specifically, the determination of the target scene type of the content to be quality inspected can be performed by judging whether the content to be quality inspected contains target scene vocabularies, wherein the target scene vocabularies are any scene vocabularies in pre-stored scene vocabularies; the pre-stored vocabularies may include vocabularies of a provider service scene, a government service scene, a patent service scene, a medical service scene, etc., the vocabularies associated with the provider service scene may include "price", "delivery date", "return of goods", "change of goods", "freight insurance", etc., the vocabularies associated with the government service scene may include "family entrance", "house property certificate", "population registration", "accumulation fund", "social security", etc., the vocabularies associated with the patent service scene may include "retrieval", "patent family", "claim", "description", etc., the vocabularies associated with the medical service scene may include "cold", "fever", "prescription", "infusion", "medical examination", etc., and the embodiment is not limited thereto.

In some embodiments, if the content to be quality-checked is a call record of the customer service personnel, that is, the content to be quality-checked is in an audio format, the content to be quality-checked may be converted into text information, and it is determined whether the text information includes a target scene vocabulary.

In other embodiments, if the content to be quality-checked is a text chat record of the customer service personnel, that is, the content to be quality-checked is in a text information format, it may be directly determined whether the text chat record includes the target scene vocabulary.

Step S230: and if the content to be quality checked contains the target scene vocabulary, acquiring a customer service scene type associated with the target scene vocabulary as the target scene type.

Optionally, if it is determined that the content to be quality checked includes the target scene vocabulary, acquiring a customer service scene type associated with the target scene vocabulary as the target scene type. For example, if it is determined that a target scene vocabulary contained in the content to be quality checked is "freight insurance", and further it can be obtained that a customer service scene type associated with the "freight insurance" is an e-commerce customer service scene, the e-commerce customer service scene is taken as the target scene type. Therefore, the target scene type adaptive to the content to be quality-tested can be automatically determined according to the content to be quality-tested, the target scene type adaptive to the content to be quality-tested can be directly determined under the condition that quality-testing personnel are not sensitive, the operation of the quality-testing personnel is reduced, and the quality-testing efficiency and the user experience of the quality-testing personnel are improved.

Step S240: and if the content to be quality checked does not contain the target scene vocabulary, outputting prompt information, wherein the prompt information is used for prompting quality checking personnel to select a customer service scene type corresponding to the customer service quality checking task.

Optionally, if it is determined that the content to be quality-checked does not include the target scene vocabulary, it means that the content of the conversation between the customer service staff and the counselor does not directly include the scene vocabulary stored in advance, that is, the computer device cannot directly determine the type of the target scene according to the content to be quality-checked. Based on this, prompt information can be output, and the prompt information can be used for prompting quality testing personnel to select a customer service scene type corresponding to a customer service quality testing task, for example, the prompt information may be "target scene type of the content to be quality tested cannot be identified, please select a target scene type from the following customer service scene types", so that the user can select the target scene type corresponding to the content to be quality tested according to the prompt information.

In other embodiments, the computer device may not be able to determine the target scene type of the content to be quality-tested in time due to poor network signals and the like. Based on the method, whether the target scene type is determined within the preset time can be judged, if the target scene type is not determined within the preset time, the prompt information is output to prompt quality inspection personnel to select the target scene type in time, smooth performance of the customer service quality inspection task is ensured, and the problems that the efficiency of customer service quality inspection is low and the like due to external reasons such as poor network and the like are solved.

Step S250: and in response to the input scene selection operation, taking the customer service scene type selected by the scene selection operation as a target scene type.

Based on the method, the computer equipment can respond to the scene selection operation input by the quality testing personnel, and acquire the scene identification carried in the scene selection operation as the target scene identification; and acquiring a customer service scene type corresponding to the target scene identification as the target scene type. The selection of the customer service scene type by the quality inspector may be selected from all displayed customer service scene types, or may be a customer service scene type manually input, which is not limited in this embodiment. Therefore, when the computer equipment cannot automatically identify the task to be subjected to quality inspection, the user can be prompted to select the target scene type in time, and therefore smooth promotion of the customer service quality inspection task and efficiency of customer service quality inspection are guaranteed.

Step S260: and acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item.

Step S270: and acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template.

Step S280: and grading the content to be quality-checked in the customer service quality check task based on at least one grading item in the target grading template to obtain a quality check score of the content to be quality-checked, wherein the quality check score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the value of the quality check score.

In this embodiment, the detailed implementation of steps S260 to S280 may refer to the content in the foregoing embodiments, and will not be described herein again.

In the embodiment, the target scene type corresponding to the content to be quality tested is determined by judging whether the content to be quality tested contains the target scene vocabulary; when the content to be quality checked contains target scene vocabularies, acquiring a customer service scene type associated with the target scene vocabularies as a target scene type; when the content to be inspected does not contain the target scene vocabulary, outputting prompt information to prompt quality inspection personnel to select a target scene type, and acquiring a target scoring template from at least one scoring template matched with the target scene type to score the content to be inspected. Therefore, the target scene type matched with the content to be quality tested can be automatically determined according to the content to be quality tested, the operation of quality testing personnel is reduced, and the quality testing efficiency and the user experience of the quality testing personnel are improved; and moreover, when the content to be quality-checked does not include the target scene vocabularies, quality-checking personnel can be prompted to select the target scene type in time, and the smooth promotion of the customer service quality-checking task and the efficiency of the customer service quality-checking are ensured.

Referring to fig. 4, fig. 4 is a diagram illustrating a customer service quality inspection method, an apparatus, a computer device, and a storage medium according to another embodiment of the present disclosure. The customer service quality inspection method provided by the embodiment of the present application will be described in detail with reference to fig. 4. The customer service quality inspection method can comprise the following steps:

step S310: and acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type.

Step S320: and acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item.

Step S330: and acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template.

In this embodiment, the detailed implementation of steps S310 to S330 may refer to the content in the foregoing embodiments, and will not be described herein again.

Step S340: and judging whether the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode.

In some embodiments, referring to fig. 5, step S340 may include the following steps:

step S341: and acquiring the number of the grading rules in the at least one grading rule which is accorded with the content to be quality-tested as a target number.

In this embodiment, the scoring items may include one scoring rule, or may include a plurality of scoring rules. Optionally, when the scoring item includes a scoring rule, if the content to be quality-tested conforms to the scoring rule, the scoring item is triggered by the content to be quality-tested according to a preset triggering mode. For example, if the scoring item only includes the scoring rule a, it is determined whether the content to be quality-tested meets the scoring rule a, and if so, it may be determined that the content to be quality-tested triggers the scoring item according to a preset triggering manner.

Optionally, when the scoring items include a plurality of scoring rules, the number of scoring rules in the plurality of scoring rules to which the content to be quality-checked conforms may be obtained as the target number; and judging whether the target number reaches a preset number, and determining whether the content to be quality-tested triggers a plurality of scoring rules corresponding to the scoring items according to a preset triggering mode based on a judgment result.

Step S342: and if the target number reaches a preset number, determining that the content to be subjected to quality inspection triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode, wherein the preset number corresponds to the preset triggering mode.

Based on this, if the target number is judged to reach the preset number, it can be determined that the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode. The preset number may be set by fish line, for example, 3, and the preset number corresponds to the preset triggering manner, and understandably, the preset number corresponding to different preset triggering manners may be different and may also be the same, which is not limited in this embodiment.

For example, the number of the plurality of scoring rules corresponding to the scoring item is 10, and the preset number is 10, that is, when all scoring rules under the scoring item need to be triggered, at least one scoring rule corresponding to the scoring item is triggered according to a preset triggering mode; if the number of the targets is 10, it can be determined that the number of the targets reaches a preset number, and it is further determined that the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode. Therefore, whether the content to be subjected to quality inspection triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode can be quickly determined directly by judging the number of the scoring rules which the content to be subjected to quality inspection accords with, so that the quality inspection score of the task to be subjected to quality inspection can be timely acquired, and the efficiency of customer service quality inspection is improved.

Step S343: and if the target quantity does not reach the preset quantity, determining that the content to be subjected to quality inspection does not trigger at least one scoring rule corresponding to the scoring item according to a preset triggering mode.

Optionally, if it is determined that the target number does not reach the preset number, it is determined that the content to be quality-tested does not trigger at least one scoring rule corresponding to the scoring item according to a preset triggering manner. Still taking the above example as an example, if the number of the acquired targets is 8, it may be determined that the number of the targets does not reach the preset number, and it may be further determined that the content to be quality-tested does not trigger at least one scoring rule corresponding to the scoring item according to the preset triggering manner.

In other embodiments, whether the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode may also be determined by determining whether the content to be quality-tested triggers a specified scoring rule set. The designated scoring rule set may be one or more scoring rules predetermined from the at least one scoring rule, or the scoring rules included in the designated scoring rule set may be adjusted according to different applications, which is not limited in this embodiment. And if the content to be quality-tested triggers the designated scoring rule set, judging that the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode. For example, the scoring items collectively include a scoring rule a, a scoring rule B, and a scoring rule C, the designated scoring rule set includes the scoring rule a and the scoring rule B, and only when the content to be quality-tested conforms to the scoring rule a and the scoring rule B, and does not conform to the scoring rule C, it can be determined that the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering manner.

In this way, the designated scoring rule set may further correspond to a logic operator, where the logic operator may include a sum operator or an equal operator, and it is determined whether the content to be quality-checked simultaneously conforms to the logic operator corresponding to the designated scoring rule set and the scoring rule in the designated scoring rule set. For example, the assigned scoring rule set includes a scoring rule a and a scoring rule B, and the logical operator is or, that is, when the content to be quality-tested conforms to the scoring rule a or conforms to the scoring rule B, it can be determined that at least one scoring rule corresponding to the scoring item is triggered according to a preset triggering manner. Therefore, a more accurate preset triggering mode can be provided for the customer service quality inspection task, when the content to be quality inspected is required to accord with the specified scoring rule according to the logic operator, the fact that the content to be quality inspected triggers at least one scoring rule corresponding to the scoring item according to the preset triggering mode is judged, and then more targeted and more accurate quality inspection scores are obtained.

Step S350: and if the content to be subjected to quality inspection triggers at least one scoring rule corresponding to the scoring item according to the preset triggering mode, determining the quality inspection score of the content to be subjected to quality inspection according to the scoring strategy corresponding to the scoring item.

In some embodiments, referring to fig. 6, the target scoring template includes a base score, and step S350 may include the following steps:

step S351: if the content to be subjected to quality inspection triggers at least one scoring rule corresponding to the scoring item according to the preset triggering mode, obtaining an adjusting score aiming at the content to be subjected to quality inspection according to a scoring strategy corresponding to the scoring item.

In this embodiment, when it is determined that the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to the preset triggering manner, an adjustment score for the content to be quality-tested may be obtained according to a scoring policy corresponding to the scoring item, where the adjustment score may be preset, or may be adjusted according to different application scenarios, and a numerical value of the adjustment score may be a positive number, which represents that the content to be quality-tested is subjected to adding score at this time, or may be a negative number, which represents that the content to be quality-tested is subjected to subtracting at this time, which is not limited in this embodiment.

Step S352: and acquiring the sum of the basic score and the adjusting score as the quality inspection score of the content to be inspected.

Optionally, after the adjustment score for the content to be quality-tested is obtained, a sum of the basic score and the adjustment score is obtained, and the sum is used as the quality-testing score of the content to be quality-tested. The basic score in the target scoring template may be preset, for example, 60 scores, or may be adjusted according to different application scenarios, which is not limited in this embodiment.

For example, if the basic score is 60 points, the adjustment score is +10 points, and the sum of the basic score and the adjustment score is 70 points, which is used as the quality inspection score of the content to be inspected; and if the basic score is 60 points, adjusting the score to be-10 points, and acquiring the sum value of the basic score and the adjustment score to be 50 points as the quality inspection score of the content to be inspected.

In some embodiments, the target scoring template further includes a maximum score threshold, referring to fig. 7, step S352 may include the steps of:

step S3521: and acquiring the sum of the basic score and the adjusting score.

Step S3522: determining whether the sum is less than the maximum score threshold.

In this embodiment, if the target scoring template includes more scoring items in bonus types and the content to be quality-checked triggers each scoring item in bonus types according to a preset triggering manner, the basic score after multiple bonus types may be large, and then computational resources of the computer device may be wasted. Based on this, a maximum score threshold value may be set in the target scoring template, and after the sum of the basic score and the adjustment score is obtained, it may be determined whether the sum is smaller than the maximum score threshold value. The maximum score threshold may be preset, for example, 150 scores, or may be adjusted according to different application scenarios.

Step S3523: and if the sum is smaller than the maximum score threshold value, taking the sum as the quality inspection score of the content to be inspected.

Alternatively, if the sum is determined to be smaller than the maximum score threshold, the sum may be directly used as the quality inspection score of the content to be inspected. For example, if the sum is 85 points and the maximum score threshold is 150 points, the sum is 85 points as the quality inspection score of the content to be inspected.

Step S3524: and if the sum is not smaller than the maximum score threshold, taking the maximum score threshold as the quality inspection score of the content to be inspected.

Alternatively, if it is determined that the sum is not less than the maximum score threshold, the maximum score threshold may be used as the quality inspection score of the content to be inspected. For example, if the sum is 320 points and the maximum score threshold is 150 points, 150 points are used as the quality inspection scores of the contents to be quality inspected. The maximum score threshold value can be understood as the full score in customer service quality inspection, and when the quality inspection score of the content to be inspected is greater than or equal to the maximum score threshold value, the service quality of the customer service personnel corresponding to the content to be inspected can be judged to be very good, so that the final quality inspection score can be limited to the maximum score threshold value, the score of a customer service quality inspection task can be better controlled, the full-score service quality of the customer service personnel can be represented, and the waste of improved computer equipment computing resources caused by large score values is reduced.

In this embodiment, at least one scoring rule corresponding to the scoring item is triggered by judging whether the content to be quality-tested is triggered according to a preset triggering mode, where the preset triggering mode may be to judge whether the number of triggered scoring rules reaches a preset number; the method can also provide a plurality of triggering modes for triggering the scoring items and correspondingly provide quality inspection scores at different angles for judging whether the specified scoring rule set is triggered or not; in addition, the maximum score threshold value is also set in the target scoring template, so that the scoring of the customer service quality inspection task is better controlled.

Referring to fig. 8, fig. 8 is a block diagram illustrating a customer service quality inspection method, an apparatus, a computer device, and a storage medium according to still another embodiment of the present disclosure. The customer service quality inspection method provided by the embodiment of the present application will be described in detail below with reference to fig. 8. The customer service quality inspection method can comprise the following steps:

step S410: generating at least one scoring item associated with at least one scoring rule of a plurality of pre-stored scoring rules in response to a configuration operation of the scoring item.

In the embodiment, the quality testing personnel can configure the scoring template, the scoring items, the scoring strategy and the preset triggering mode in advance, after the configuration is completed, the quality testing personnel only need to select the required scoring template when the customer service quality testing task is carried out each time, and the operation is fast and simple.

Specifically, the quality testing personnel can create one or more scoring items and add a scoring item name to each scoring item; and, one or more scoring rules may be selected from a plurality of pre-stored scoring rules to be associated with each scoring item. Correspondingly, the computer device can generate one or more scoring items in response to the configuration operation of the personnel, and each scoring item is related to one or more pre-stored scoring rules in a plurality of scoring rules.

Step S420: and generating a scoring strategy corresponding to the scoring item in response to the configuration operation of the scoring strategy.

Optionally, the quality testing personnel can also configure the scoring strategy of each scoring item. Correspondingly, the computer device can generate a scoring strategy corresponding to the scoring item in response to the configuration operation for the scoring strategy, wherein the scoring strategy can comprise a scoring type for the scoring item, such as an adding scoring type or a subtracting scoring type; specific scores, i.e., specific scores for points added or subtracted, may also be included. Wherein, the scoring strategy can be aiming at scoring items; or may be for each scoring rule in the scoring items, that is, each scoring rule corresponds to one scoring type and a specific score of the score, which is not limited in this embodiment.

Step S430: and responding to configuration operation of a trigger mode, and generating the trigger mode of at least one scoring rule associated with the scoring item as the preset trigger mode.

Optionally, when the scoring item includes a plurality of scoring rules, the quality testing staff may configure a preset triggering manner for the scoring item. Correspondingly, the computer device can respond to the configuration operation of the trigger mode, and generate the trigger mode of at least one scoring rule associated with the scoring item as the preset trigger mode. The specific preset triggering manner can refer to the contents of the foregoing embodiments, and details are not described again.

Step S440: and responding to the template configuration operation, and generating at least one scoring template corresponding to different customer service scene types, wherein the scoring template is associated with at least one scoring item.

Optionally, after completing the configuration of the scoring items, the quality testing personnel may create a scoring template and configure the scoring template. Correspondingly, the computer device may generate at least one scoring template corresponding to different customer service scenario types in response to the template configuration operation, wherein each scoring template may be associated with one or more scoring items.

Step S450: and acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type.

Step S460: and acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item.

Step S470: and acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template.

Step S480: and judging whether the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item in the target scoring template according to a preset triggering mode.

Step S490: and if the content to be subjected to quality inspection triggers at least one scoring rule corresponding to the scoring item according to the preset triggering mode, determining the quality inspection score of the content to be subjected to quality inspection according to the scoring strategy corresponding to the scoring item.

In this embodiment, the detailed implementation of steps S450 to S490 may refer to the content in the foregoing embodiments, and will not be described herein again.

In the embodiment, the scoring template, the scoring items, the scoring strategy and the preset triggering mode can be configured in advance by quality testing personnel, so that the scoring rule and the customer service quality testing task are decoupled, and the configuration flexibility is improved; due to the introduction of the scoring item and the scoring template, the quality inspection score is better controlled; in the subsequent customer service quality inspection task, only the quality inspection personnel need to select the target scoring template for the customer service quality inspection, the operation is convenient, the time for the quality inspection personnel to configure and select the quality inspection rule every time is saved, and the user experience of the quality inspection personnel is improved.

Referring to fig. 9, fig. 9 is a diagram illustrating a customer service quality inspection method, an apparatus, a computer device, and a storage medium according to still another embodiment of the present disclosure. The customer service quality inspection method provided by the embodiment of the present application will be described in detail below with reference to fig. 9. The customer service quality inspection method can comprise the following steps:

step S510: and acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type.

Step S520: and acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item.

Step S530: and acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template.

In this embodiment, the detailed implementation of steps S510 to S530 may refer to the content in the foregoing embodiments, and will not be described herein again.

Step S540: and acquiring any one of a plurality of historical service records of the finished customer service at preset time intervals as the content to be inspected.

In this embodiment, the content to be quality-checked may be a history service record, such as a history call record or a history text chat record, which is not limited in this embodiment. That is, the quality of service of the customer service staff can be determined by periodically performing quality control scoring on the historical service records of the customer service staff.

Specifically, any one of the plurality of historical service records of the completed customer service may be acquired at preset time intervals. The preset duration may be preset, for example, 24 hours, and may also be adjusted according to different application scenarios, which is not limited herein. Taking the historical call records as an example, any one of the multiple historical calls of the completed customer service can be acquired as the content to be inspected at preset time intervals. Therefore, through regularly carrying out quality inspection scoring on the historical calls of the customer service staff, more accurate quality inspection scoring can be obtained, and the service quality of the customer service staff can be determined more accurately.

In some embodiments, if the obtained duration of the historical call is longer, the historical call record of the specified duration in the historical call can be obtained as the content to be quality checked, so that the problems that the quality check efficiency is low and the like due to longer duration of the historical call and longer time spent by customer service quality check can be avoided, and the quality check efficiency of the customer service is improved.

Step S550: and grading the content to be quality-checked in the customer service quality check task based on at least one grading item in the target grading template to obtain a quality check score of the content to be quality-checked, wherein the quality check score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the value of the quality check score.

In this embodiment, the specific implementation manner of step S550 may refer to the contents in the foregoing embodiments, and is not described herein again.

Step S560: and generating corresponding customer service suggestion information based on the score details of each of the plurality of the scoring items.

In this embodiment, corresponding customer service advice information may also be generated according to the score details of each of the plurality of score items; the corresponding customer service advice information may also be generated according to each scoring rule in each scoring item, and the customer service advice information may be used to prompt customer service staff to adjust service content in the customer service so as to improve the service quality of the customer service staff, which is not limited in this embodiment.

For example, if the plurality of scoring items include a scoring item for content accuracy and a scoring item for speaking attitude, corresponding customer service advice information may be generated according to scores of the two scoring items; if the scores in the scoring items aiming at the content accuracy are more, the generated customer service advice information can prompt customer service personnel to enhance the relevant professional knowledge of customer service; if the scoring item aiming at the speaking attitude has more deductions, the generated customer service advice information can prompt the customer service staff to adjust to the more correct and more comfortable speaking attitude.

Step S570: and generating a quality inspection report based on the quality inspection score, the score detail of each scoring item and the customer service advice information corresponding to the score detail.

Based on the quality inspection report, the quality inspection report can be generated based on the quality inspection score, the score detail of each scoring item and the customer service advice information corresponding to the score detail, and the quality inspection report can be output for the quality inspection personnel or the customer service personnel to view.

In this embodiment, quality inspection scores may be periodically performed on the historical service records of the customer service staff in the customer service, and a quality inspection report may be generated according to the quality inspection scores, the score details of each score item, and the customer service advice information corresponding to the score details. Therefore, the service quality of the customer service staff is regularly supervised and checked, and the quality inspection report is generated, so that the customer service staff can be supervised and prompted to correct insufficient service contents in time, and the service quality of the customer service staff is facilitated.

Referring to fig. 10, fig. 10 is a diagram illustrating a customer service quality inspection method, an apparatus, a computer device, and a storage medium according to still another embodiment of the present application. The customer service quality inspection method provided by the embodiment of the present application will be described in detail below with reference to fig. 10. The customer service quality inspection method can comprise the following steps:

step S610: and acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type.

Step S620: and acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item.

Step S630: and acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template.

In this embodiment, the detailed implementation of steps S610 to S630 may refer to the content in the foregoing embodiments, and will not be described herein again.

Step S640: and acquiring a service record in the ongoing customer service as the content to be inspected.

In this embodiment, the content to be quality-checked may be a service record in an ongoing customer service, that is, a real-time service record, such as a real-time call record or a real-time text chat record, which is not limited in this embodiment. That is, the quality control score can be performed on the historical service records of the customer service staff in real time to determine the current service quality of the customer service staff.

Step S650: and grading the content to be quality-checked in the customer service quality check task based on at least one grading item in the target grading template to obtain a quality check score of the content to be quality-checked, wherein the quality check score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the value of the quality check score.

In this embodiment, the specific implementation manner of step S650 may refer to the contents in the foregoing embodiments, and is not described herein again.

Step S660: and judging whether the quality inspection score is smaller than a minimum score threshold value.

Step S670: if the quality inspection score is smaller than the minimum score threshold value, disconnecting the connection of the customer service personnel in the current ongoing customer service, and accessing the target customer service personnel to the current ongoing customer service, wherein the target customer service personnel are the customer service personnel with the quality inspection score reaching the minimum score threshold value in the historical customer service.

In this embodiment, the minimum score threshold may be preset, for example, 50 scores, or may be adjusted according to different application scenarios, which is not limited in this embodiment. After the quality inspection score of the content to be inspected is obtained, whether the quality inspection score is smaller than a minimum score threshold value can be further judged; if the quality inspection score is judged to be smaller than the minimum score threshold value, the quality of service of the customer service personnel in the current customer service is very poor, for example, the tone is very bad, or the question asked by the inquiry personnel cannot be answered accurately; therefore, the connection of the customer service personnel in the currently ongoing customer service can be disconnected in time, and the target customer service personnel can be accessed into the currently ongoing customer service at the same time. The target customer service personnel are the customer service personnel with the quality inspection scores reaching the minimum score threshold value in the historical customer service, namely the target customer service personnel have better service quality in the historical customer service.

In this embodiment, the service staff with poor service quality in the current ongoing service can be switched in time, and the service staff with high quality inspection score and good service quality in the historical service can be accessed to continue to perform the service for the consultant. Therefore, poor consultation experience of the inquirers is avoided, and the service quality of the customer service is guaranteed on the whole.

Referring to fig. 11, fig. 11 is a block diagram illustrating a customer service quality inspection method, an apparatus, a computer device, and a storage medium according to still another embodiment of the present disclosure. The customer service quality inspection method provided by the embodiment of the present application will be described in detail below with reference to fig. 11. The customer service quality inspection method can comprise the following steps:

step S710: and acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type.

Step S720: and acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item.

Step S730: and acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template.

In this embodiment, the detailed implementation of steps S710 to S730 can refer to the content in the foregoing embodiments, and will not be described herein again.

Step S740: and when the number of the target scoring templates is multiple, acquiring the scoring weight of each target scoring template in the multiple target scoring templates.

In this embodiment, in order to implement more comprehensive quality inspection on the content to be quality inspected, a plurality of target scoring templates may be acquired and the content to be quality inspected may be scored. Each target scoring template in the plurality of target scoring templates corresponds to a scoring weight, the scoring weight may be default, or may be set by a quality inspector according to the importance degree of different target scoring templates in a customer service quality inspection task, which is not limited in this embodiment.

Step S750: and performing quality inspection on the content to be inspected based on at least one scoring item in each target scoring template to obtain a plurality of target scores aiming at the content to be inspected.

Step S760: and weighting and summing the plurality of target scores based on the scoring weight of each target scoring template to obtain the quality inspection score of the content to be inspected.

Based on the above, the quality inspection of the content to be inspected can be performed according to at least one score item in each target scoring template, so as to obtain a plurality of target scores for the content to be inspected; and weighting and summing the plurality of target scores according to the scoring weight of each target scoring template to obtain the quality inspection score of the content to be inspected.

Illustratively, when the plurality of target scoring templates are the target scoring template a and the target scoring template B, and the scoring weight corresponding to the target scoring template a is 0.4, and the scoring weight corresponding to the target scoring template B is 0.6, if the target score obtained based on the target scoring template a is 80 points, the target score obtained based on the target scoring template B is 90 points, and the two target scores are weighted and summed based on the scoring weights, the quality inspection score of the content to be inspected can be obtained as 0.4 × 80+0.6 × 90-86 points.

In this embodiment, the quality inspection scoring can be performed on the content to be inspected through the plurality of target scoring templates, so that the content to be inspected can be inspected more comprehensively, and the obtained quality inspection score is more accurate; and each target scoring template corresponds to a scoring weight, so that the quality inspection score of the customer service quality inspection task can be better controlled, and the scoring weight can be set and adjusted by quality inspection personnel, so that the flexibility and pertinence of quality inspection are improved, the diversity of the customer service quality inspection is increased, and the accuracy of the customer service quality inspection is also improved.

Referring to fig. 12, a block diagram of a customer service quality inspection apparatus 800 according to an embodiment of the present disclosure is shown. The apparatus 800 may include: a scene acquisition module 810, a template acquisition module 820, a target template acquisition module 830, and a scoring module 840.

The scene obtaining module 810 is configured to obtain a customer service scene type corresponding to the customer service quality inspection task as a target scene type.

The template obtaining module 820 is configured to obtain at least one scoring template matching the target scene type, where the scoring template includes at least one scoring item.

The target template obtaining module 830 is configured to obtain a scoring template to be used from the at least one scoring template as a target scoring template.

The scoring module 840 is configured to score the content to be quality-checked in the customer service quality check task based on at least one scoring item in the target scoring template to obtain a quality check score of the content to be quality-checked, where the quality check score is used to represent the service quality of customer service staff, and the quality of service of the customer service staff is positively correlated with the score of the quality check score.

In some implementations, the scene acquisition module 810 can include: the device comprises a content acquisition unit, a first judgment unit, a first acquisition unit and a second acquisition unit. The content obtaining unit may be configured to obtain the content to be quality-checked in the customer service quality inspection task. The first judging unit may be configured to judge whether the content to be quality inspected includes a target scene vocabulary, where the target scene vocabulary is any scene vocabulary in pre-stored scene vocabularies. The first obtaining unit may be configured to, if the content to be quality checked includes the target scene vocabulary, obtain, as the target scene type, a customer service scene type associated with the target scene vocabulary. The second obtaining unit may be configured to: if the content to be quality checked does not contain the target scene vocabulary, outputting prompt information, wherein the prompt information is used for prompting quality checking personnel to select a customer service scene type corresponding to the customer service quality checking task; and in response to the input scene selection operation, taking the customer service scene type selected by the scene selection operation as a target scene type.

In some embodiments, scoring module 840 may include: a second judging unit and a scoring unit. The second judging unit may be configured to judge whether the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering manner. The scoring unit may be configured to determine a quality inspection score of the content to be quality inspected according to a scoring policy corresponding to the scoring item if the content to be quality inspected triggers at least one scoring rule corresponding to the scoring item according to the preset triggering manner.

In this manner, the second determination unit may include: a quantity acquisition subunit and a trigger determination subunit. The quantity obtaining subunit may be configured to obtain, as the target quantity, the quantity of the scoring rules in the at least one scoring rule to which the content to be quality tested conforms. The trigger determination subunit may be specifically configured to: if the target number reaches a preset number, determining that the content to be subjected to quality inspection triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode, wherein the preset number corresponds to the preset triggering mode; and if the target quantity does not reach the preset quantity, determining that the content to be subjected to quality inspection does not trigger at least one scoring rule corresponding to the scoring item according to a preset triggering mode.

In this way, the target scoring template includes a base score, and the scoring unit may include: a score adjusting subunit and a scoring subunit. The score adjusting subunit may be configured to obtain an adjustment score for the content to be quality-checked according to the scoring policy corresponding to the scoring item. The scoring unit may be configured to obtain a sum of the basic score and the adjustment score as a quality inspection score of the content to be inspected.

In some embodiments, the target scoring template further comprises a maximum score threshold, and the scoring subunit may be specifically configured to: acquiring a sum of the basic score and the adjustment score; determining whether the sum is less than the maximum score threshold; if the sum is smaller than the maximum score threshold value, taking the sum as a quality inspection score of the content to be inspected; and if the sum is not smaller than the maximum score threshold, taking the maximum score threshold as the quality inspection score of the content to be inspected.

In some embodiments, the customer service quality inspection device 800 may further include: the system comprises a scoring item configuration module, a strategy setting module and a trigger mode configuration module. The scoring item configuration module may be configured to generate at least one scoring item in response to a configuration operation of the scoring item before determining a quality inspection score of the content to be quality inspected according to the scoring policy corresponding to the scoring item, where the scoring item is associated with at least one scoring rule of a plurality of pre-stored scoring rules. The strategy setting module can be used for responding to the configuration operation of the scoring strategy and generating the scoring strategy corresponding to the scoring item. The trigger mode configuration module may be configured to generate, as the preset trigger mode, a trigger mode of at least one scoring rule associated with the scoring item in response to a configuration operation of the trigger mode.

In some embodiments, the customer service quality inspection device 800 may further include: quality control content acquisition module. The quality inspection content acquisition module may be configured to, before the content to be quality inspected in the customer service quality inspection task is scored based on at least one scoring item in the target scoring template to obtain a quality inspection score of the content to be quality inspected, acquire any one of the plurality of historical service records of the finished customer service as the content to be quality inspected at preset time intervals.

In this manner, the customer service quality inspection apparatus 800 may further include: a suggestion generation module and a report generation module. The suggestion generation module can be used for scoring the content to be tested in the customer service quality inspection task based on at least one scoring item in the target scoring template when the number of the scoring items is multiple, so as to obtain the quality inspection score of the content to be tested. The report generation module can be used for generating a quality inspection report based on the quality inspection score, the score detail of each scoring item and the customer service suggestion information corresponding to the score detail.

In other embodiments, the quality inspection content obtaining module may be specifically configured to obtain, as the content to be quality inspected, a service record in the ongoing customer service before the content to be quality inspected in the customer service quality inspection task is scored based on at least one scoring item in the target scoring template and the quality inspection score of the content to be quality inspected is obtained.

In this manner, the customer service quality inspection apparatus 800 may include: the system comprises a score judging module and a customer service switching module. The score judging module may be configured to judge whether the quality inspection score is smaller than a minimum score threshold value after the content to be quality inspected in the customer service quality inspection task is scored based on at least one scoring item in the target scoring template and the quality inspection score of the content to be quality inspected is obtained. The customer service switching module may be configured to disconnect the connection of the customer service staff in the currently ongoing customer service and access the target customer service staff to the currently ongoing customer service if the quality inspection score is smaller than the minimum score threshold, where the target customer service staff are customer service staff whose quality inspection scores all reach the minimum score threshold in the historical customer service.

In some embodiments, scoring module 840 may include: the device comprises a weight acquisition unit, a target score acquisition unit and a quality inspection scoring unit. The weight obtaining unit may be configured to obtain a scoring weight of each of the plurality of target scoring templates when the number of the target scoring templates is multiple. The target score obtaining unit may be configured to perform quality inspection on the content to be quality inspected based on at least one scoring item in each target scoring template, so as to obtain a plurality of target scores for the content to be quality inspected. The quality inspection scoring unit may be configured to perform weighted summation on the multiple target scores based on the scoring weight of each target scoring template, so as to obtain a quality inspection score of the content to be quality inspected.

In some embodiments, customer service quality inspection device 800 may include: and a template configuration module. The template configuration module may be configured to, before the obtaining of the at least one scoring template matching the target scene type, generate at least one scoring template corresponding to different customer service scene types in response to a template configuration operation, where the scoring template is associated with at least one scoring item.

It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described apparatuses and modules 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, the coupling between the modules may be electrical, mechanical or other type of coupling.

In addition, functional modules in the embodiments of the present application may be integrated into one processing module, or each of the modules may exist alone physically, or two or more modules are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode.

To sum up, in the scheme provided by the embodiment of the application, the customer service scene type corresponding to the customer service quality inspection task is taken as the target scene type; acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item; obtaining a scoring template to be used from at least one scoring template to serve as a target scoring template; and grading the content to be quality-checked in the customer service quality checking task based on at least one grading item in the target grading template to obtain a quality checking score of the content to be quality-checked, wherein the quality checking score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the value of the quality checking score. Therefore, the scoring template which is more in line with the requirements of the customer service quality inspection task can be used for scoring the content to be quality inspected in the customer service quality inspection task, so that the pertinence and the accuracy of scoring are improved; and the quality testing personnel only need to select the scoring template to be used from at least one scoring template in the target scene type, so that the quality testing content can be scored based on at least one scoring item in the scoring template, the operation is simple, the scoring of the quality testing task is better controlled, rules and scoring do not need to be configured manually before each quality testing, and the user experience of the quality testing personnel is improved.

A computer device provided by the present application will be described with reference to the drawings.

Referring to fig. 13, fig. 13 is a block diagram illustrating a structure of a computer device 900 according to an embodiment of the present application, where the computer device 900 may execute the customer service quality inspection method according to the embodiment of the present application. Computer device 900 may be a device that is capable of running applications, among other things.

The computer device 900 in embodiments of the present application may include one or more of the following components: a processor 901, a memory 902, and one or more applications, wherein the one or more applications may be stored in the memory 902 and configured to be executed by the one or more processors 901, the one or more programs configured to perform a method as described in the aforementioned method embodiments.

Processor 901 may include one or more processing cores. The processor 901 interfaces with various interfaces and circuitry throughout the computer device 900 to perform various functions of the computer device 900 and process data by executing or executing instructions, programs, code sets, or instruction sets stored in the memory 902 and invoking data stored in the memory 902. Alternatively, the processor 901 may be implemented in hardware using at least one of Digital Signal Processing (DSP), Field-Programmable Gate Array (FPGA), and Programmable Logic Array (PLA). The processor 901 may integrate one or a combination of a Central Processing Unit (CPU), a Graphics Processing Unit (GPU), a modem, and the like. Wherein, the CPU mainly processes an operating system, a user interface, an application program and the like; the GPU is used for rendering and drawing display content; the modem is used to handle wireless communications. It is understood that the modem may not be integrated into the processor 901, but may be implemented by a communication chip.

The Memory 902 may include a Random Access Memory (RAM) or a Read-Only Memory (Read-Only Memory). The memory 902 may be used to store instructions, programs, code, sets of codes, or sets of instructions. The memory 902 may include a stored program area and a stored data area, wherein the stored program area may store instructions for implementing an operating system, instructions for implementing at least one function (such as a touch function, a sound playing function, an image playing function, etc.), instructions for implementing various method embodiments described below, and the like. The storage data area may also store data created during use by the computer device 900 (such as the various correspondences described above), and so on.

In the several embodiments provided in the present application, the coupling or direct coupling or communication connection between the modules shown or discussed may be through some interfaces, and the indirect coupling or communication connection between the devices or modules may be in an electrical, mechanical or other form.

Referring to fig. 13, a block diagram of a computer-readable storage medium according to an embodiment of the present application is shown. The computer-readable medium 1000 has stored therein program code that can be called by a processor to execute the method described in the above-described method embodiments.

The computer-readable storage medium 1000 may be an electronic memory such as a flash memory, an EEPROM (electrically erasable programmable read only memory), an EPROM, a hard disk, or a ROM. Alternatively, the computer-readable storage medium 1000 includes a non-transitory computer-readable storage medium. The computer readable storage medium 1000 has storage space for program code 1010 for performing any of the method steps of the method described above. The program code can be read from or written to one or more computer program products. The program code 1010 may be compressed, for example, in a suitable form.

Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present application, and not to limit the same; although the present application has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not necessarily depart from the spirit and scope of the corresponding technical solutions in the embodiments of the present application.

Claims

1. A customer service quality inspection method, characterized by comprising:

acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type;

acquiring at least one scoring template matched with the target scene type, wherein the scoring template comprises at least one scoring item;

obtaining a scoring template to be used from the at least one scoring template to serve as a target scoring template;

and grading the content to be quality-checked in the customer service quality check task based on at least one grading item in the target grading template to obtain a quality check score of the content to be quality-checked, wherein the quality check score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the value of the quality check score.

2. The method according to claim 1, wherein the obtaining of the customer service scene type corresponding to the customer service quality inspection task as the target scene type comprises:

acquiring content to be quality-checked in the customer service quality-checking task;

judging whether the content to be subjected to quality inspection contains target scene vocabularies, wherein the target scene vocabularies are any scene vocabularies in prestored scene vocabularies;

if the content to be quality checked contains the target scene vocabulary, acquiring a customer service scene type associated with the target scene vocabulary as the target scene type;

if the content to be quality checked does not contain the target scene vocabulary, outputting prompt information, wherein the prompt information is used for prompting quality checking personnel to select a customer service scene type corresponding to the customer service quality checking task;

and in response to the input scene selection operation, taking the customer service scene type selected by the scene selection operation as a target scene type.

3. The method of claim 1, wherein the scoring the content to be quality tested in the customer service quality inspection task based on at least one scoring item in the target scoring template comprises:

judging whether the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode;

and if the content to be subjected to quality inspection triggers at least one scoring rule corresponding to the scoring item according to the preset triggering mode, determining the quality inspection score of the content to be subjected to quality inspection according to the scoring strategy corresponding to the scoring item.

4. The method according to claim 3, wherein the determining whether the content to be quality-tested triggers at least one scoring rule corresponding to the scoring item according to a preset triggering manner comprises:

acquiring the number of scoring rules in the at least one scoring rule which is accorded with the content to be quality tested as a target number;

if the target number reaches a preset number, determining that the content to be subjected to quality inspection triggers at least one scoring rule corresponding to the scoring item according to a preset triggering mode, wherein the preset number corresponds to the preset triggering mode;

and if the target quantity does not reach the preset quantity, determining that the content to be subjected to quality inspection does not trigger at least one scoring rule corresponding to the scoring item according to a preset triggering mode.

5. The method according to claim 3, wherein the target scoring template includes a basic score, and the determining the quality inspection score of the content to be quality inspected according to the scoring policy corresponding to the scoring item includes:

obtaining an adjustment score aiming at the content to be quality tested according to a scoring strategy corresponding to the scoring item;

and acquiring the sum of the basic score and the adjusting score as the quality inspection score of the content to be inspected.

6. The method of claim 5, wherein the target scoring template further comprises a maximum score threshold, and wherein obtaining a sum of the base score and the adjusted score as the quality inspection score of the content to be inspected comprises:

acquiring a sum of the basic score and the adjustment score;

determining whether the sum is less than the maximum score threshold;

if the sum is smaller than the maximum score threshold value, taking the sum as a quality inspection score of the content to be inspected;

and if the sum is not smaller than the maximum score threshold, taking the maximum score threshold as the quality inspection score of the content to be inspected.

7. The method according to claim 3, wherein before determining the quality inspection score of the content to be quality inspected according to the scoring strategy corresponding to the scoring item, the method further comprises:

generating at least one scoring item in response to a configuration operation of the scoring item, the scoring item being associated with at least one scoring rule of a plurality of pre-stored scoring rules;

generating a scoring strategy corresponding to the scoring item in response to configuration operation of the scoring strategy;

and responding to configuration operation of a trigger mode, and generating the trigger mode of at least one scoring rule associated with the scoring item as the preset trigger mode.

8. The method of claim 1, wherein before scoring the content to be quality tested in the customer service quality inspection task based on at least one scoring item in the target scoring template to obtain a quality inspection score of the content to be quality inspected, the method further comprises:

and acquiring any one of a plurality of historical service records of the finished customer service at preset time intervals as the content to be inspected.

9. The method of claim 8, wherein when the number of the scoring items is multiple, after scoring the content to be quality-checked in the customer service quality inspection task based on at least one scoring item in the target scoring template to obtain a quality inspection score of the content to be quality-checked, the method further comprises:

generating corresponding customer service suggestion information based on the score details of each of the multiple scoring items;

and generating a quality inspection report based on the quality inspection score, the score detail of each scoring item and the customer service advice information corresponding to the score detail.

10. The method of claim 1, wherein before scoring the content to be quality tested in the customer service quality inspection task based on at least one scoring item in the target scoring template to obtain a quality inspection score of the content to be quality inspected, the method further comprises:

and acquiring a service record in the ongoing customer service as the content to be inspected.

11. The method of claim 10, wherein after scoring the content to be quality tested in the customer service quality inspection task based on at least one scoring item in the target scoring template to obtain a quality inspection score of the content to be quality tested, the method further comprises:

judging whether the quality inspection score is smaller than a minimum score threshold value;

if the quality inspection score is smaller than the minimum score threshold value, disconnecting the connection of the customer service personnel in the current ongoing customer service, and accessing the target customer service personnel to the current ongoing customer service, wherein the target customer service personnel are the customer service personnel with the quality inspection score reaching the minimum score threshold value in the historical customer service.

12. The method according to any one of claims 1 to 11, wherein when the number of the target scoring templates is multiple, the scoring the content to be quality-tested in the customer service quality inspection task based on at least one scoring item in the target scoring templates to obtain a quality inspection score of the content to be quality-tested comprises:

acquiring the scoring weight of each target scoring template in a plurality of target scoring templates;

performing quality inspection on the content to be subjected to quality inspection based on at least one scoring item in each target scoring template to obtain a plurality of target scores aiming at the content to be subjected to quality inspection;

and weighting and summing the plurality of target scores based on the scoring weight of each target scoring template to obtain the quality inspection score of the content to be inspected.

13. The method of any of claims 1-11, wherein prior to said obtaining at least one scoring template that matches the target scene type, the method further comprises:

and responding to the template configuration operation, and generating at least one scoring template corresponding to different customer service scene types, wherein the scoring template is associated with at least one scoring item.

14. A customer service quality inspection device, the device comprising:

the scene acquisition module is used for acquiring a customer service scene type corresponding to the customer service quality inspection task as a target scene type;

the template acquisition module is used for acquiring at least one scoring template matched with the target scene type, and the scoring template comprises at least one scoring item;

the target template acquisition module is used for acquiring a scoring template to be used from the at least one scoring template to serve as a target scoring template;

and the scoring module is used for scoring the content to be subjected to quality inspection in the customer service quality inspection task based on at least one scoring item in the target scoring template to obtain a quality inspection score of the content to be subjected to quality inspection, wherein the quality inspection score is used for representing the service quality of customer service personnel, and the service quality of the customer service personnel is positively correlated with the score of the quality inspection score.

15. A computer device, comprising:

one or more processors;

a memory;

one or more programs, wherein the one or more programs are stored in the memory and configured to be executed by the one or more processors, the one or more programs configured to perform the method of any of claims 1-13.

16. A computer-readable storage medium, characterized in that a program code is stored in the computer-readable storage medium, which program code can be called by a processor to perform the method according to any of claims 1-13.