CN116501874A - Product demand mining system based on customer service telephone recording - Google Patents

Product demand mining system based on customer service telephone recording Download PDF

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Publication number
CN116501874A
CN116501874A CN202310471294.5A CN202310471294A CN116501874A CN 116501874 A CN116501874 A CN 116501874A CN 202310471294 A CN202310471294 A CN 202310471294A CN 116501874 A CN116501874 A CN 116501874A
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Prior art keywords
text data
key
demand
customer service
keywords
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CN202310471294.5A
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Chinese (zh)
Inventor
方鑫
王胜
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Anhui Qisemi Information Technology Co ltd
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Anhui Qisemi Information Technology Co ltd
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Priority to CN202310471294.5A priority Critical patent/CN116501874A/en
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/35—Clustering; Classification
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/332—Query formulation
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0605—Supply or demand aggregation
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
    • Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
    • Y02P90/00—Enabling technologies with a potential contribution to greenhouse gas [GHG] emissions mitigation
    • Y02P90/30—Computing systems specially adapted for manufacturing

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  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Economics (AREA)
  • General Engineering & Computer Science (AREA)
  • Development Economics (AREA)
  • Databases & Information Systems (AREA)
  • Data Mining & Analysis (AREA)
  • Marketing (AREA)
  • Strategic Management (AREA)
  • General Business, Economics & Management (AREA)
  • Computational Linguistics (AREA)
  • Mathematical Physics (AREA)
  • Telephonic Communication Services (AREA)

Abstract

The invention discloses a product demand mining system based on customer service telephone recording, which relates to the technical field of demand mining and solves the technical problems of manual classification and recording of communication content; the voice data in the telephone communication process is converted into text data through a data conversion module, and the text data is stored in a local database; the key identification module acquires key text data in the text data; the demand classification module sets demand types and corresponding keywords; the demand classification module acquires key text data; searching and matching in key text data according to keywords of each type of requirements, and carrying out feature marking to obtain the times of the keywords; the keyword times are arranged in a descending order, and the requirement of the customer service telephone recording is obtained; the requirements of clients are truly reflected; the recording efficiency is improved; the problem that the same type of requirements are scattered under different types due to the subjectivity of people is avoided; the subsequent processing difficulty is reduced.

Description

Product demand mining system based on customer service telephone recording
Technical Field
The invention belongs to the field of electronic commerce, relates to a demand mining technology, and particularly relates to a product demand mining system based on customer service telephone recording.
Background
After the customer service receives the call of the user and communicates with the user, the customer service manually classifies and records the demands through the work order system by recall of the communication content with the user. However, the manual classification and recording of communication content often results in answering a call to solve the problem of the user, and meanwhile, the user demand is easily missed; the requirement is completely entered manually, which is time-consuming and labor-consuming; and the consistency of the record demands and the demand classifications of different customer service personnel is not strong, so that the demand statistics and analysis difficulty can be increased.
Therefore, a product demand mining system based on customer service telephone recording is provided.
Disclosure of Invention
The present invention aims to solve at least one of the technical problems existing in the prior art. Therefore, the invention provides a product demand mining system based on customer service telephone recording, which solves the problem that the user demand is easily missed while the problem of answering the call is solved due to manual classification and recording of communication content; the requirement is completely entered manually, which is time-consuming and labor-consuming; and the consistency of the record demands and the demand classifications of different customer service personnel is not strong, so that the problem of difficulty in demand statistics and analysis can be increased.
In order to achieve the above objective, according to an embodiment of the first aspect of the present invention, a product demand mining system based on customer service phone recording is provided, which includes a data conversion module, a key recognition module, and a demand classification module;
the data conversion module is used for converting voice data in the telephone communication process into text data and storing the text data into a local database;
the key identification module is used for acquiring key text data in the text data;
the demand classification module is used for mining the demand of the customer service telephone recording according to the key text data, and comprises the following steps:
the demand classification module sets N types of demands, and each type of demands comprises M keywords; wherein, N and M are positive integers greater than 0;
the requirement classification module acquires the key text data;
searching and matching in the key text data according to the keywords required by each category, and carrying out feature marking to obtain the times of the keywords;
marking the keyword times as Pn; wherein N is the number of the required type, and the value of N is 1,2,3 and … … N;
and (3) arranging the keyword times in a descending order, and obtaining a demand category corresponding to the keyword times arranged at the first position, namely the demand for mining the customer service telephone record.
Preferably, the feature markers include thickening and brightening.
Preferably, the key recognition module acquires key text data in the text data, including the following steps:
the key recognition module is used for defining key sentences; wherein, the key sentences comprise a start key sentence and an end key sentence;
the key recognition module acquires the text data;
searching and matching in the text data according to the key sentences, and performing feature marking;
and intercepting the text data in the starting key sentence and the ending key sentence in the text data, and marking the text data as key text data.
Preferably, the key sentence is set by a system personnel and can be modified in real time.
Preferably, the types of the demands and the keywords in each type of demands are set by system personnel, and can be replaced, deleted and added in real time.
Preferably, the data conversion module is in communication and/or electrical connection with the key identification module;
the emphasis recognition module is in communication and/or electrical connection with the demand classification module.
Compared with the prior art, the invention has the beneficial effects that:
the invention converts voice data in the telephone communication process into text data through the data conversion module, and stores the text data into a local database; the key identification module acquires key text data in the text data; the demand classification module sets demand types and corresponding keywords; the demand classification module acquires key text data; searching and matching in key text data according to keywords of each type of requirements, and carrying out feature marking to obtain the times of the keywords; the keyword times are arranged in a descending order, and the requirement category corresponding to the keyword times arranged at the first position is obtained, namely the requirement for mining the customer service telephone record; the demand type is automatically judged according to the keywords, and the demands of customers are truly reflected; the automatic recording is completed without manual intervention, and the recording efficiency is improved; the problem that the same type of requirements are scattered under different types due to the subjectivity of people is avoided; according to the keywords, the keywords are classified according to unified standards, and the subsequent processing difficulty of the requirements is remarkably reduced.
Drawings
FIG. 1 is a flow chart of the present invention;
fig. 2 is a schematic diagram of the present invention.
Detailed Description
The technical solutions of the present invention will be clearly and completely described in connection with the embodiments, and it is obvious that the described embodiments are only some embodiments of the present invention, not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
1-2, a product demand mining system based on customer service telephone recording comprises a data conversion module, a key identification module and a demand classification module; the modules perform information interaction based on digital signals;
the data conversion module is used for converting voice data in the telephone communication process into text data and storing the text data into a local database;
it should be further noted that the voice data is a phone recording of the customer service and the customer in the phone communication process;
in the actual telephone communication process, customer service personnel are required to cooperatively speak key sentences, namely, marking sentences which are regarded as the beginning and the end of acquiring key text data;
for example: "I come to help you record the demand, please say" and "very thank you for support, hope you for happy life, see again";
for another example: "I come to help you record the demand," please say "and" all demand contents above ";
the key sentences output by customer service staff can be set by self definition and are matched with the key sentences set in the key recognition module.
The key identification module is used for acquiring key text data in the text data, and comprises the following steps:
the key recognition module is used for defining key sentences; wherein, the key sentences comprise a start key sentence and an end key sentence; it should be further noted that, the key sentence is set by a system personnel and can be modified in real time;
the key recognition module acquires the text data;
searching and matching in the text data according to the key sentences, and performing feature marking;
and intercepting the text data in the starting key sentence and the ending key sentence in the text data, and marking the text data as key text data.
In a specific embodiment, the key recognition module acquires the text data;
the text data comprises the following specific contents:
“×××
i help you record the need, please say.
I need to be×
×××
The above is all that is required. "
The key sentence set by the key recognition module is "I come to help you record a demand," please say "and" all the demand contents are above ";
the key recognition module searches the text data to help you record the requirement, please say that the sum is the whole requirement content;
respectively carrying out feature marking on the two matched sentences, for example, carrying out brightening on the two sentences so as to facilitate subsequent interception;
marking "I need to be× … … ×" as accented text data.
The demand classification module is used for mining the demand of the customer service telephone recording according to the key text data, and comprises the following steps:
the demand classification module sets N types of demands, and each type of demands comprises M keywords; wherein, N and M are positive integers greater than 0; the type of the requirements and the keywords in each type of the requirements are set by system personnel, so that the requirements can be replaced, deleted and added in real time;
the requirement classification module acquires the key text data;
searching and matching in the key text data according to the keywords of each type of requirement, and carrying out feature marking to obtain the occurrence times of the keywords of each type of requirement, namely the keyword times; it should be further noted that, the feature marks include brightening, thickening, etc., so as to be convenient for counting the occurrence times of the keywords;
marking the keyword times as Pn; wherein N is the number of the required type, and the value of N is 1,2,3 and … … N;
the keyword times are arranged in a descending order, namely, the keyword times arranged at the first place are obtained by arranging the keyword times from the big to the small, and the demand category corresponding to the keyword times arranged at the first place is the demand for the mining of the customer service telephone record;
illustrating:
the types of requirements include: sales and inventory;
keywords for sales class requirements include: sales;
keywords for inventory class requirements include: stock;
the key text data is that 'I want to add a reference retail price field on the bill printed by the sales order', so that the price can be checked by my customers conveniently. "
Counting the occurrence times of keywords of sales demands and the occurrence times of keywords of stock demands in the key text data respectively;
the number of times of the sales type demand keywords is 1, and the number of times of the stock type demand keywords is 0;
the customer service telephone record is classified as a sales type demand.
The manual recording requirement has a certain subjectivity, the requirement is manually processed, the requirement of a client cannot be truly reflected, and the system automatically judges according to keywords; the manual recording is time-consuming and labor-consuming, and the new system is used for realizing automatic recording without manual intervention; demand classification is also somewhat subjective, resulting in the same type of demand being scattered under different classes; the system can be classified according to the keywords and unified standards, so that the subsequent processing difficulty of the requirements is obviously reduced.
In this embodiment, the data conversion module is in communication and/or electrical connection with the key identification module;
the emphasis recognition module is in communication and/or electrical connection with the demand classification module.
The above formulas are all formulas with dimensions removed and numerical values calculated, the formulas are formulas which are obtained by acquiring a large amount of data and performing software simulation to obtain the closest actual situation, and preset parameters and preset thresholds in the formulas are set by a person skilled in the art according to the actual situation or are obtained by simulating a large amount of data.
The working principle of the invention is as follows:
the data conversion module converts voice data in the telephone communication process into text data and stores the text data into a local database;
the key recognition module is used for defining key sentences; the key recognition module acquires text data; searching and matching in the text data according to the key sentences, and carrying out feature marking; intercepting text data in a start key sentence and an end key sentence in the text data, and marking the text data as key text data;
the demand classification module sets N types of demands, and each type of demands comprises M keywords; wherein, N and M are positive integers greater than 0; the demand classification module acquires key text data; searching and matching in key text data according to the keywords of each type of requirement, and carrying out feature marking to obtain the occurrence times of the keywords of each type of requirement, namely the keyword times; marking the keyword times as Pn; and (3) arranging the keyword times in a descending order, namely arranging the keywords from large to small, and obtaining the requirement category corresponding to the keyword times arranged at the first position, namely the requirement for mining the customer service telephone record.
The above embodiments are only for illustrating the technical method of the present invention and not for limiting the same, and it should be understood by those skilled in the art that the technical method of the present invention may be modified or substituted without departing from the spirit and scope of the technical method of the present invention.

Claims (6)

1. The product demand mining system based on customer service telephone recording is characterized by comprising a data conversion module, a key identification module and a demand classification module;
the data conversion module is used for converting voice data in the telephone communication process into text data and storing the text data into a local database;
the key identification module is used for acquiring key text data in the text data;
the demand classification module is used for mining the demand of the customer service telephone recording according to the key text data, and comprises the following steps:
the demand classification module sets N types of demands, and each type of demands comprises M keywords; wherein, N and M are positive integers greater than 0;
the requirement classification module acquires the key text data;
searching and matching in the key text data according to the keywords required by each category, and carrying out feature marking to obtain the times of the keywords;
marking the keyword times as Pn; wherein N is the number of the required type, and the value of N is 1,2,3 and … … N;
and (3) arranging the keyword times in a descending order, and obtaining a demand category corresponding to the keyword times arranged at the first position, namely the demand for mining the customer service telephone record.
2. A customer service call recording based product demand mining system as recited in claim 1, wherein said feature indicia comprises thickening and highlighting.
3. The customer service telephone recording-based product demand mining system according to claim 2, wherein the key text data in the text data is obtained by the key recognition module, and the method comprises the following steps:
the key recognition module is used for defining key sentences; wherein, the key sentences comprise a start key sentence and an end key sentence;
the key recognition module acquires the text data;
searching and matching in the text data according to the key sentences, and performing feature marking;
and intercepting the text data in the starting key sentence and the ending key sentence in the text data, and marking the text data as key text data.
4. A customer service call recording-based product demand mining system according to claim 3, wherein said key sentences are set by system personnel and can be modified in real time.
5. The customer service call recording-based product demand mining system according to claim 1, wherein the types of demands and keywords in each type of demands are set by system personnel, and can be replaced, deleted and added in real time.
6. A customer service call recording-based product demand mining system according to claim 1, wherein said data conversion module is in communication and/or electrical connection with said key identification module;
the emphasis recognition module is in communication and/or electrical connection with the demand classification module.
CN202310471294.5A 2023-04-27 2023-04-27 Product demand mining system based on customer service telephone recording Pending CN116501874A (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN202310471294.5A CN116501874A (en) 2023-04-27 2023-04-27 Product demand mining system based on customer service telephone recording

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN202310471294.5A CN116501874A (en) 2023-04-27 2023-04-27 Product demand mining system based on customer service telephone recording

Publications (1)

Publication Number Publication Date
CN116501874A true CN116501874A (en) 2023-07-28

Family

ID=87317845

Family Applications (1)

Application Number Title Priority Date Filing Date
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Country Status (1)

Country Link
CN (1) CN116501874A (en)

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