CN115186979A - Counter service quality analysis method and device and electronic equipment - Google Patents
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Abstract
The invention provides a counter service quality analysis method, which is characterized by comprising the following steps: acquiring all preset sub-processes of a business handled by a client, and acquiring standard information of each preset sub-process, wherein the standard information comprises expected consumption duration, a preset difficulty value and a preset keyword set; acquiring actual consumed time of the preset sub-process according to the preset sub-process; acquiring self-editing information and option information input by a client during a business handling process according to a preset sub-process, wherein the option information comprises a subjective difficulty degree value; and analyzing and determining the counter service quality according to all the standard information, all the state information, all the self-editing information and the option information. The invention can specifically analyze the quality result of each sub-process of the business and determine the counter service quality when handling the business by splitting the business handled by the client into a plurality of sub-processes.
Description
Technical Field
The invention relates to the field of artificial intelligence, in particular to a counter service quality analysis method and device and electronic equipment.
Background
When business handling windows in enterprises and public institutions and government gateways handle business for customers, the quality of counter service needs to be acquired, and the service is timely modified according to the quality of the counter service, so that the customer experience is continuously improved. Currently, counter service quality evaluation is mainly obtained through questionnaire survey or short message feedback, and in this way, after a customer transacts a business, the service is evaluated through a simple scoring system, and a specific quality analysis result of the customer at each stage of transacting the business cannot be obtained, so that a specific improvement direction of the counter service cannot be analyzed.
Disclosure of Invention
The invention provides a counter service quality analysis method, a counter service quality analysis device and electronic equipment, and aims to solve the problem that the counter service quality cannot be specifically analyzed in the prior art.
In a first aspect of the embodiments of the present invention, a method for analyzing over-the-counter service quality is provided, where the method includes:
acquiring all preset sub-processes of business handled by a client, and acquiring standard information of each preset sub-process, wherein the standard information comprises expected consumption duration, a preset difficulty value and a preset keyword set;
acquiring actual consumed time of the preset sub-process according to the preset sub-process;
acquiring self-editing information and option information input by a client during a business handling process according to a preset sub-process, wherein the option information comprises a subjective difficulty degree value;
and analyzing and determining the counter service quality according to all the standard information, all the state information, all the self-editing information and the option information.
In a second aspect of the embodiments of the present invention, there is provided an over-the-counter service quality analysis apparatus, including:
the data acquisition module is used for acquiring all preset sub-processes of the business handled by the client, and acquiring standard information, actual consumption time of the preset sub-processes, and self-editing information and option information input by the client and aiming at each preset sub-process, wherein the standard information comprises expected consumption time, a preset difficulty value and a preset keyword set;
the data analysis module is used for analyzing and determining the counter service quality according to all standard information, all state information, all self-editing information and option information;
and the data output module is used for outputting the counter service quality analysis result.
Specifically, the data analysis module further includes:
the first analysis submodule is used for calculating a first quantized value according to all the expected consumed time lengths and all the actual consumed time lengths;
the second analysis submodule is used for calculating a second quantitative value according to all the preset keyword sets and all the self-editing information;
the third analysis submodule is used for calculating a third quantized value according to all preset difficulty values and all option information;
and the calibration sub-module is used for analyzing and determining the counter service quality according to the first quantized value and the first weight, the second quantized value and the second weight, and the third quantized value and the third weight.
In a third aspect of the embodiments of the present invention, an electronic device is provided, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and when the computer program is executed by the processor, the steps of the counter service quality analysis method are implemented.
In a fourth aspect of the embodiments of the present invention, a computer-readable storage medium is provided, in which a computer program is stored, and the computer program, when executed by a processor, implements the steps of the above-mentioned counter service quality analysis method.
The method comprises the steps of acquiring all preset sub-processes of the business handled by a client, and acquiring standard information of the preset sub-processes aiming at each preset sub-process; acquiring the actual consumed time of the preset sub-process according to the preset sub-process; acquiring the input independent editing information and option information during the process of transacting business by a client according to a preset sub-process; and analyzing and determining the counter service quality according to all the standard information, all the state information, all the self-editing information and the option information. The invention can specifically analyze the quality result of each sub-process of the business and determine the counter service quality when handling the business by splitting the business handled by the client into a plurality of sub-processes.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed in the embodiments or the prior art descriptions will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings without creative efforts.
Fig. 1 is a schematic flow chart of a counter service quality analysis method according to an embodiment of the present invention;
FIG. 2 is a flowchart illustrating a method for analyzing counter quality of service according to an embodiment of the present invention;
FIG. 3 is a flowchart illustrating a method for analyzing counter quality of service according to an embodiment of the present invention;
fig. 4 is a schematic flow chart of a counter service quality analysis method according to an embodiment of the present invention;
FIG. 5 is a schematic block diagram of a counter quality of service analysis apparatus according to an embodiment of the present invention;
fig. 6 is a schematic block diagram of an electronic device according to an embodiment of the present invention.
Detailed Description
In order to make the technical problems, technical solutions and advantageous effects of the present invention more clear, the present invention is further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Fig. 1 is a schematic flow chart of a counter service quality analysis method according to an embodiment of the present invention, where in the embodiment, the method includes:
s101, all preset sub-processes of business processed by a client are obtained, and standard information of each preset sub-process is obtained, wherein the standard information comprises a predicted consumption duration, a preset difficulty value and a preset keyword set:
in this embodiment, the business handled by the client at least includes a preset sub-process; the standard information of the preset sub-process may be in a local storage form, or may be in an online cloud storage manner, which is not limited herein.
S102, acquiring the actual consumed duration of the preset sub-process according to the preset sub-process:
in this embodiment, the actual consumed duration of each preset sub-process may be obtained through the business process system. The actual consumed time of the whole service process can be calculated and obtained by obtaining the actual consumed time of each preset sub-process.
S103, acquiring the self-editing information and the option information input by the client during the business handling process according to a preset sub-process, wherein the option information comprises a subjective difficulty level value:
in this embodiment, the self-editing information and the option information input by the client at any time point in any preset sub-process stage are obtained, the self-editing information may include satisfaction evaluation, suggestion and suggestion for human customer service or a problem without understanding, and finally the self-editing information is matched with the preset keywords by semantic analysis through the system.
And S104, analyzing and determining the counter service quality according to all standard information, all state information, all self-editing information and option information.
The method comprises the steps of acquiring all preset sub-processes of business handled by a client, and acquiring standard information of the preset sub-processes aiming at each preset sub-process; acquiring the actual consumed time of the preset sub-process according to the preset sub-process; acquiring the input independent editing information and option information during the process of transacting business by a client according to a preset sub-process; and analyzing and determining the counter service quality according to all the standard information, all the state information, all the self-editing information and the option information. The invention can specifically analyze the quality result of each sub-process of the business and determine the counter service quality when handling the business by splitting the business handled by the client into a plurality of sub-processes.
Based on the embodiment shown in fig. 1, as shown in fig. 2, a flow diagram of a counter quality of service analysis method provided by an embodiment of the present invention is shown, where the method includes:
s201, aiming at each preset sub-process, calculating the difference value between the expected consumption time length and the actual consumption time length of the preset sub-process:
in this embodiment, the expected consumed time is used as a preset value, and the size of the expected consumed time can be set as a standard, or can be reasonably valued through historical data. The expected consumed time of the preset sub-process may be longer than the actual consumed time, or may be shorter than the actual consumed time, so that the time difference may be a positive value or a negative value.
S202, according to the difference, determining the efficiency value of the preset sub-process through a difference table:
in this embodiment, the difference table is a mapping relation table of the set duration difference and the efficiency value after history data calculation, and the efficiency value is one of the parameters reflecting the quality of service; if the actual consumed time is less than the expected consumed time, the flow processing efficiency is high, otherwise, the flow processing efficiency is low.
S203, calculating the average value of the sum of the efficiency values of all the preset sub-processes, and recording the average value as a first quantization value:
in the embodiment, the efficiency values of the sub-processes are calculated first, and then the average value is calculated and recorded as a first quantization value; the first quantized value serves as a parameter for analyzing the over-the-counter quality of service in the efficiency dimension.
Based on the embodiment shown in fig. 1, as shown in fig. 3, a flow diagram of a counter quality of service analysis method provided by an embodiment of the present invention is shown, where the method includes:
s301, aiming at each preset sub-process, according to the self-editing information, determining preset keywords semantically matched with the self-editing information by utilizing semantic analysis:
in this embodiment, the big data is used for semantic analysis, the keywords in the self-editing information are extracted and matched with the preset keywords, and the number of the extracted keywords is not limited through the semantic analysis.
S302, determining the customer satisfaction of the preset sub-process through the classification table according to the preset keywords:
in this embodiment, the classification table is used to classify the preset keyword set, for example, the preset keywords may be classified into two categories, i.e., high-quality keyword and low-quality keyword, where high-quality keyword indicates high-satisfaction keyword, and otherwise indicates low-satisfaction keyword.
S303, calculating an average value of the sum of the customer satisfaction degrees of all the preset sub-processes, and recording the average value as a second quantization value:
in this embodiment, the satisfaction of each sub-process is calculated first, and then the average value is calculated and recorded as the second quantization value; the second quantified value serves as a parameter for analyzing the over-the-counter quality of service in the satisfaction dimension.
Based on the embodiment shown in fig. 1, as shown in fig. 4, a schematic flow chart of a counter service quality analysis method provided by an embodiment of the present invention is shown, where the method includes:
s401, calculating a difference value between a preset difficulty value and a subjective difficulty level value of each preset sub-process. In this embodiment, the predetermined difficulty value of each predetermined sub-process is obtained by calculating an average value from the historical data.
S402, determining a difficult and easy access value of the preset sub-process through a difficult and easy access table according to the difference value:
in this embodiment, if the difference between the subjective difficulty level value input by the client and the preset difficulty level value does not meet the preset condition, it indicates that the client has limited knowledge about the sub-process stage, and further reflects the language expression ability of the staff.
S403, calculating an average value of the sum of the difficult and easy access values of all the preset sub-processes, and recording the average value as a third quantized value:
in this embodiment, the difficult and easy access values of each sub-process are calculated first, and then the average value is calculated and recorded as the third quantized value; the third quantified value serves as a parameter for analyzing over-the-counter quality of service in the difficult dimension.
In the embodiments provided by the present invention, the data is transmitted through three dimensions: the efficiency, the keywords and the difficulty level are used for specifically analyzing each sub-flow of the business handled by the customer, determining a corresponding first quantitative value, a second quantitative value and a third quantitative value, and further processing the corresponding quantitative values by utilizing preset weights to obtain a service quality analysis result. The service quality of the service can be visually analyzed, and the dimensional quality of each sub-process under the service can be specifically analyzed.
Fig. 5 is a schematic block diagram of a counter quality of service analysis apparatus according to an embodiment of the present invention, the apparatus including:
the data obtaining module 510 is configured to obtain all preset sub-processes of a service handled by a client, and obtain, for each preset sub-process, standard information of the preset sub-process, actual consumption time of the preset sub-process, and autonomous editing information and option information input by the client, where the standard information includes a predicted consumption time, a preset difficulty value, and a preset keyword set;
the data analysis module 520 is used for analyzing and determining the counter service quality according to all standard information, all state information, all self-editing information and option information;
and the data output module 530 is used for outputting the counter service quality analysis result.
Optionally, the data analysis module 520 may be further configured to:
calculating a first quantization value according to all the estimated consumed time lengths and all the actual consumed time lengths;
calculating a second quantization value according to all preset keyword sets and all the self-editing information;
calculating a third quantization value according to all preset difficulty values and all subjective difficulty values;
and analyzing and determining the over-the-counter service quality according to the first quantized value and the first weight, the second quantized value and the second weight, and the third quantized value and the third weight.
Specifically, the data analysis module 520 includes:
the first analysis submodule 521 is configured to calculate a first quantized value according to all the expected consumed durations and all the actual consumed durations;
the second analysis submodule 522 is configured to calculate a second quantization value according to all preset keyword sets and all autonomous editing information;
a third analysis submodule 523 configured to calculate a third quantized value according to all preset difficulty values and all option information;
a calibration sub-module 524 for analyzing and determining the counter quality of service based on the first quantized value and the first weight, the second quantized value and the second weight, and the third quantized value and the third weight.
The counter service quality analysis apparatus provided in the embodiment of the present invention may be used to implement the above method embodiments, and the implementation principle and technical effect are similar, which are not described herein again.
Referring to fig. 6, fig. 6 is a schematic block diagram of an electronic device according to an embodiment of the present invention, where the electronic device 600 in this embodiment may include, but is not limited to, at least one of the following: one or more processors 601, one or more input devices 602, one or more output devices 603, and one or more memories 604. The processor 601, the input device 602, the output device 603 and the memory 604 are all connected to each other via a communication bus 605. The memory 604 is used to store computer programs, which include program instructions. Processor 601 is operative to execute program instructions stored in memory 604.
It should be understood that in the embodiment of the present invention, the Processor 601 may be a Central Processing Unit (CPU), and the Processor may also be other general purpose processors, digital Signal Processors (DSPs), application Specific Integrated Circuits (ASICs), field Programmable Gate Arrays (FPGAs) or other Programmable logic devices, discrete Gate or transistor logic devices, discrete hardware components, etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
The input device 602 may include a touch pad, a fingerprint sensor (for collecting fingerprint information of a customer and direction information of a fingerprint), a microphone, etc., and the output device 603 may include a display (LCD, etc.), a speaker, etc.
The memory 604 may include both read-only memory and random access memory, and provides instructions and data to the processor 601. A portion of the memory 604 may also include non-volatile random access memory. For example, the memory 604 may also store device type information.
In a specific implementation, the processor 601, the input device 602, and the output device 603 described in the embodiment of the present invention may execute the implementation manner described in the method embodiment provided in the embodiment of the present invention, and details are not described here again.
In another embodiment of the present invention, a computer-readable storage medium is provided, in which a computer program is stored, where the computer program includes program instructions, and the program instructions, when executed by a processor, implement all or part of the processes in the method of the above embodiments, and may also be implemented by a computer program instructing associated hardware, and the computer program may be stored in a computer-readable storage medium, and the computer program, when executed by a processor, may implement the steps of the above methods embodiments. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer readable medium may include: any entity or device capable of carrying computer program code, recording medium, U.S. disk, removable hard disk, magnetic disk, optical disk, computer Memory, read-Only Memory (ROM), random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution media, and the like. It should be noted that the computer-readable medium may contain suitable additions or subtractions depending on the requirements of legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer-readable media excludes electrical carrier signals and telecommunications signals in accordance with legislation and patent practice.
The computer readable storage medium may be an internal storage unit of the terminal of any of the foregoing embodiments, such as a hard disk or a memory of the terminal. The computer readable storage medium may also be an external storage device of the terminal, such as a plug-in hard disk provided on the terminal, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like. Further, the computer-readable storage medium may also include both an internal storage unit and an external storage device of the terminal. The computer-readable storage medium is used for storing a computer program and other programs and data required by the terminal. The computer-readable storage medium may also be used to temporarily store data that has been output or is to be output.
Those of skill in the art will appreciate that the elements and algorithm steps of the examples described in connection with the embodiments disclosed herein may be embodied in electronic hardware, computer software, or combinations of both, and that the components and steps of the examples have been described in a functional general in the foregoing description for the purpose of clearly illustrating the interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
Claims (10)
1. A method of over-the-counter quality of service analysis, the method comprising:
acquiring all preset sub-processes of a business handled by a client, and acquiring standard information of each preset sub-process, wherein the standard information comprises expected consumption duration, a preset difficulty value and a preset keyword set;
acquiring the actual consumed duration of the preset sub-process according to the preset sub-process;
acquiring the independent editing information and the option information input by the client during the business process according to the preset sub-process, wherein the option information comprises a subjective difficulty level value;
and analyzing and determining the counter service quality according to the all standard information, the all state information, the all self-editing information and the option information.
2. The counter quality of service analysis method of claim 1, wherein said analyzing and determining counter quality of service based on said all criteria information, said all status information, said all autonomic edit information, and option information comprises:
calculating a first quantization value according to all the predicted consumed durations and all the actual consumed durations;
calculating a second quantization value according to all the preset keyword sets and all the autonomous editing information;
calculating a third quantized value according to all the preset difficulty values and all the option information;
and analyzing and determining the counter service quality according to the first quantized value and the first weight, the second quantized value and the second weight, and the third quantized value and the third weight.
3. The over-the-counter quality of service analysis method of claim 2, wherein said calculating a first quantitative value based on said all expected consumption periods and said all actual consumption periods comprises:
calculating the difference value between the expected consumption time length and the actual consumption time length of each preset sub-process;
determining the efficiency value of the preset sub-process through a difference table according to the difference value;
and calculating the average value of the sum of the efficiency values of all the preset sub-processes, and recording the average value as the first quantization value.
4. The over-the-counter quality of service analysis method of claim 2, wherein said calculating a second quantization value based on said set of all predetermined keywords and said all autonomous authoring information comprises:
aiming at each preset sub-process, determining preset keywords semantically matched with the self-editing information by utilizing semantic analysis according to the self-editing information;
determining the customer satisfaction degree of the preset sub-process through a classification table according to the preset keyword;
and calculating the average value of the sum of the customer satisfaction degrees of all the preset sub-processes, and recording the average value as the second quantitative value.
5. The over-the-counter quality-of-service analysis method of claim 2, wherein said calculating a third quantization value based on said all pre-set difficulty values and said all option information comprises:
calculating a difference value between a preset difficulty value and a subjective difficulty value of each preset sub-process;
determining a difficult access value of the preset sub-process through a difficult access table according to the difference value;
and calculating the average value of the sum of the difficult and easy access values of all the preset sub-processes, and recording the average value as the third quantization value.
6. The over-the-counter quality of service analysis method of claim 2, wherein said analyzing and determining over-the-counter quality of service based on said first quantized value and first weight, said second quantized value and second weight, and said third quantized value and third weight comprises:
calculating a first correction value according to the first quantization value and the first weight;
calculating a second correction value according to the second quantized value and a second weight;
calculating a third correction value according to the third quantized value and a third weight;
and calculating the sum of the first correction value, the second correction value and the third correction value, and recording the sum as a counter service quality value.
7. An over-the-counter quality-of-service analysis apparatus for carrying out the method of any one of claims 1 to 6, the apparatus comprising:
the data acquisition module is used for acquiring all preset sub-processes of business handled by a client, and acquiring standard information of the preset sub-processes, actual consumption duration of the preset sub-processes, and autonomous editing information and option information input by the client aiming at each preset sub-process, wherein the standard information comprises predicted consumption duration, a preset difficulty value and a preset keyword set;
the data analysis module is used for analyzing and determining the counter service quality according to all the standard information, all the state information, all the self-editing information and the option information;
and the data output module is used for outputting the counter service quality analysis result.
8. The over-the-counter quality of service analysis device of claim 7, wherein the data analysis module further comprises:
the first analysis submodule is used for calculating a first quantized value according to all the predicted consumed durations and all the actual consumed durations;
the second analysis submodule is used for calculating a second quantitative value according to all the preset keyword sets and all the autonomous editing information;
the third analysis submodule is used for calculating a third quantized value according to all the preset difficulty values and all the option information;
and the calibration sub-module is used for analyzing and determining the over-the-counter service quality according to the first quantized value and the first weight, the second quantized value and the second weight, and the third quantized value and the third weight.
9. An electronic device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor realizes the steps of the method according to any of claims 1 to 6 when executing the computer program.
10. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to any one of claims 1 to 6.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202210616215.0A CN115186979A (en) | 2022-06-01 | 2022-06-01 | Counter service quality analysis method and device and electronic equipment |
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| Application Number | Priority Date | Filing Date | Title |
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| CN202210616215.0A CN115186979A (en) | 2022-06-01 | 2022-06-01 | Counter service quality analysis method and device and electronic equipment |
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| CN115186979A true CN115186979A (en) | 2022-10-14 |
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| CN202210616215.0A Withdrawn CN115186979A (en) | 2022-06-01 | 2022-06-01 | Counter service quality analysis method and device and electronic equipment |
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