CN107464573A - A kind of new customer service call quality inspection system and method - Google Patents
A kind of new customer service call quality inspection system and method Download PDFInfo
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- CN107464573A CN107464573A CN201710794122.6A CN201710794122A CN107464573A CN 107464573 A CN107464573 A CN 107464573A CN 201710794122 A CN201710794122 A CN 201710794122A CN 107464573 A CN107464573 A CN 107464573A
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- 238000007689 inspection Methods 0.000 title claims abstract description 26
- 238000000034 method Methods 0.000 title claims abstract description 16
- 230000036651 mood Effects 0.000 claims abstract description 66
- 238000004458 analytical method Methods 0.000 claims abstract description 22
- 230000002996 emotional effect Effects 0.000 claims abstract description 22
- 238000001514 detection method Methods 0.000 claims abstract description 19
- 238000000926 separation method Methods 0.000 claims abstract description 17
- 238000005516 engineering process Methods 0.000 claims abstract description 14
- 230000008451 emotion Effects 0.000 claims description 19
- 238000000605 extraction Methods 0.000 claims description 10
- 230000004069 differentiation Effects 0.000 claims description 6
- 238000001914 filtration Methods 0.000 claims description 6
- 238000002203 pretreatment Methods 0.000 claims description 6
- 230000033764 rhythmic process Effects 0.000 claims description 6
- 238000001228 spectrum Methods 0.000 claims description 3
- 230000005611 electricity Effects 0.000 abstract description 6
- 238000013473 artificial intelligence Methods 0.000 abstract description 3
- 239000012634 fragment Substances 0.000 abstract description 2
- 206010027940 Mood altered Diseases 0.000 description 2
- 238000004891 communication Methods 0.000 description 1
- 230000007547 defect Effects 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 230000008520 organization Effects 0.000 description 1
- 238000006467 substitution reaction Methods 0.000 description 1
- 238000012706 support-vector machine Methods 0.000 description 1
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
- G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
- G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- Acoustics & Sound (AREA)
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- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
Abstract
New customer service call quality inspection system and method, the system provided by the invention include separation module, mood analysis module and quality analysis module；Separation module is pre-processed to voice signal to be detected, and customer service in sound channel and voice of customers fragment are separated；Mood analysis module is analyzed to obtain customer service emotional state and customer anger state；Quality analysis module combination customer service emotional state and customer anger state analysis obtain this speech quality.Using artificial intelligence technology, the automatic speech quality checked between customer service and client, detect this talk about all with the presence or absence of flare up, it is impatient phenomena such as, it is not necessary to arrange quality inspection personnel management and control, automatic detection incoming call or the speech quality of electricity can be gone, efficiency high, speed is fast.
Description
Technical field
The invention belongs to voice processing technology field, and in particular to a kind of new customer service call quality inspection system and method.
Background technology
Call center is exactly the service organization that is made up of a collection of attendant in the place of a Relatively centralized.Generally profit
With computer communication technology, handle the phone from enterprise, customer and condescend to inquire.Call center be also equipped with handling simultaneously a large amount of callings or
The ability of electricity is gone, is also equipped with caller ID display, can will send a telegram here and be automatically assigned to the personnel for possessing corresponding technical ability processing, and can remember
Record and store all callings or go power information.
The call center of general enterprises can all be connected to daily a large amount of caller clients or breathe out it is a large amount of removes electricity, and customer service with
The call of client is recorded, and recording is saved.Enterprise sets customer service quality inspection personnel, is recorded with random or specified conditions selected section
Playback, therefrom go to examine the speech quality between contact staff and client, client is flared up, is impatient of for example whether customer service be present
Situation, whether customer service answer customer issue well, and whether because the answer of customer service is flared up, whether customer service uses not honor to client
Weight or indecency word or language.But this method needs to arrange for quality inspection personnel management and control, efficiency is low, and speed is slow.
The content of the invention
For in the prior art the defects of, the present invention provides a kind of new customer service call quality inspection system and method, it is not necessary to
Arrangement quality inspection personnel management and control, energy automatic detection incoming call or the speech quality for removing electricity, efficiency high, speed are fast.
A kind of new customer service call quality inspection system, including separation module, mood analysis module and quality analysis module；
The separation module is used to pre-process voice signal to be detected, by speech signal separation to be detected into customer service
Voice signal and customer voice signal；
The mood analysis module is used for the acoustics rhythm for extracting the customer service voices signal and customer voice signal respectively
Feature, and analyzed according to acoustics prosodic features to obtain customer service emotional state and customer anger state；
The quality analysis module obtains voice signal to be detected with reference to the customer service emotional state and customer anger state
Speech quality.
Preferably, being pre-processed in the separation module includes：
For carrying out tone decoding to voice signal to be detected, and the signal after tone decoding is filtered, extraction tool
There is the voice signal of human voice signal；
Effective original position and final position, were defined in voice signal after being filtered using end-point detection technology for detection
Signal in voice signal after filter from original position to final position is dialog segments；
The dialog segments are cut into several single sound bites, compare customer service sound, differentiation judges voice sheet
Section is customer service voices signal or customer voice signal.
Preferably, being filtered in the pretreatment includes：The noise of signal after tone decoding is filtered, and detected
The human voice signal in signal after filter, voice signal of the extraction with human voice signal.
Preferably, the acoustics prosodic features includes pitch, intensity, tonequality, sound spectrum and cepstrum.
Preferably, the mood analysis module also includes mood grader selecting unit；Mood grader selecting unit is pre-
Provided with a variety of mood graders, for being utilized respectively every kind of mood grader to the customer service voices signal and customer voice signal
Acoustics prosodic features carry out Emotion identification, obtain the confidence level of Emotion identification；And define confidence corresponding to customer service voices signal
The mood that highest mood grader is the customer service voices signal is spent, defines confidence level highest feelings corresponding to customer voice signal
Thread grader is the mood of customer voice signal；The mood of comprehensive customer service voices signal obtains customer service emotional state；Comprehensive client
The mood of voice signal obtains customer anger state.A kind of new customer service call quality detecting method, including：
Pre-treatment step：Voice signal to be detected is pre-processed, by speech signal separation to be detected into customer service voices
Signal and customer voice signal；
Emotion identification step：The acoustics prosodic features of the customer service voices signal and customer voice signal is extracted respectively, and
Analyzed to obtain customer service emotional state and customer anger state according to acoustics prosodic features；
Quality inspection step：The call matter of voice signal to be detected is obtained with reference to the customer service emotional state and customer anger state
Amount.
Preferably, being pre-processed in the pre-treatment step includes：
Tone decoding is carried out to voice signal to be detected, and the signal after tone decoding is filtered, extraction has people
The voice signal of acoustical signal；
Effective original position and final position, were defined in voice signal after being filtered using end-point detection technology for detection
Signal in voice signal after filter from original position to final position is dialog segments；
The dialog segments are cut into several single sound bites, compare customer service sound, differentiation judges voice sheet
Section is customer service voices signal or customer voice signal.
Preferably, the Emotion identification step includes：
Default every kind of mood grader is utilized respectively to the customer service voices signal and the acoustics rhythm of customer voice signal
Restrain feature and carry out Emotion identification, obtain the confidence level of Emotion identification；
Define the mood that confidence level highest mood grader corresponding to customer service voices signal is the customer service voices signal；
Define the mood that confidence level highest mood grader corresponding to customer voice signal is customer voice signal；
The mood of comprehensive customer service voices signal obtains customer service emotional state；The mood of comprehensive customer voice signal obtains client
Emotional state.
As shown from the above technical solution, new customer service call quality inspection system and method provided by the invention, utilize artificial intelligence
Can technology, the automatic speech quality checked between customer service and client, detect this and talk about all with the presence or absence of flaring up, be impatient of etc. now
As customer service quality inspection personnel can examine the call be in a bad mood and flared up in recording with specific aim, it is not necessary to arrange quality inspection personnel management and control, energy
Automatic detection incoming call or the speech quality for removing electricity, efficiency high, speed are fast.
Brief description of the drawings
, below will be to specific in order to illustrate more clearly of the specific embodiment of the invention or technical scheme of the prior art
The required accompanying drawing used is briefly described in embodiment or description of the prior art.In all of the figs, similar element
Or part is typically identified by similar reference.In accompanying drawing, each element or part might not be drawn according to the ratio of reality.
Fig. 1 is the structured flowchart of new customer service call quality inspection system.
Fig. 2 is the flow chart of new customer service call quality detecting method.
Embodiment
The embodiment of technical solution of the present invention is described in detail below in conjunction with accompanying drawing.Following examples are only used for
Clearly illustrate technical scheme, therefore be only used as example, and the protection model of the present invention can not be limited with this
Enclose.It should be noted that unless otherwise indicated, technical term or scientific terminology used in this application are should be belonging to the present invention
The ordinary meaning that art personnel are understood.
Embodiment：
A kind of new customer service call quality inspection system, as shown in figure 1, including separation module, mood analysis module and quality point
Analyse module；
The separation module is used to pre-process voice signal to be detected, by speech signal separation to be detected into customer service
Voice signal and customer voice signal；Pretreatment includes in the separation module：
For carrying out tone decoding to voice signal to be detected, and the signal after tone decoding is filtered, extraction tool
There is the voice signal of human voice signal；Filtering includes in the pretreatment：The noise of signal after tone decoding is filtered, and
The human voice signal in signal after detection filtering, voice signal of the extraction with human voice signal.Tone decoding supports various recording
The data format of platform, including v3, mp3, wma etc..Ambient noise is one for voice mood quality inspection in actual applications
Interference, more particularly to via call voice or APP, using tending to have, other people's two people speak, environment air-conditioner or vehicle travel at a distance
Deng noise.Possess efficient noise after being filtered to noise and eliminate ability, so that the mood of speaker can be accurately identified.In order to subtract
The data volume analyzed less, the system exclude non-voice recording, extraction tool caused by the reasons such as standby, access failure, shutdown, CRBT
There is the effective voice signal of human voice signal, only the effective voice signal is analyzed.
Effective original position and final position, were defined in voice signal after being filtered using end-point detection technology for detection
Signal in voice signal after filter from original position to final position is dialog segments；It is whole logical by end-point detection technology for detection
Effective starting and final position, exclude the interference of silence segment, and then accurately find effective dialogue in voice signal recording
Fragment.
The dialog segments are cut into several single sound bites, compare customer service sound, differentiation judges voice sheet
Section is customer service voices signal or customer voice signal.Can be more accurately by whole logical recording cutting by voice microtomy
The sound bite single into several, it is easy to the mood of each sound bite to detect.Mood mainly includes angry mood, satisfaction
The mood such as mood or normal loss of emotion is classified.
The mood analysis module is used for the acoustics rhythm for extracting the customer service voices signal and customer voice signal respectively
Feature, and analyzed according to acoustics prosodic features to obtain customer service emotional state and customer anger state；The acoustics prosodic features bag
Include pitch, intensity, tonequality, sound spectrum and cepstrum.
The mood analysis module also includes mood grader selecting unit；Mood grader selecting unit is preset with a variety of
Mood grader (such as GMM graders, support vector machine classifier and MLP graders), for being utilized respectively every kind of mood point
Class device carries out Emotion identification to the acoustics prosodic features of the customer service voices signal and customer voice signal, obtains Emotion identification
Confidence level；And the mood that confidence level highest mood grader corresponding to customer service voices signal is the customer service voices signal is defined,
Define the mood that confidence level highest mood grader corresponding to customer voice signal is customer voice signal；Comprehensive customer service voices
The mood of signal obtains customer service emotional state；The mood of comprehensive customer voice signal obtains customer anger state.
The quality analysis module is to be detected for being obtained with reference to the customer service emotional state and customer anger state analysis
The speech quality of voice signal.
The system utilizes artificial intelligence technology, the automatic speech quality checked between customer service and client, detects this and talks about all
Phenomena such as with the presence or absence of flaring up, being impatient of, customer service quality inspection personnel can examine the call be in a bad mood and flared up in recording with specific aim,
It need not arrange quality inspection personnel management and control, automatic detection incoming call or the speech quality of electricity can be gone, efficiency high, speed is fast.
A kind of new customer service call quality detecting method, as shown in Fig. 2 including：
Pre-treatment step：Voice signal to be detected is pre-processed, by speech signal separation to be detected into customer service voices
Signal and customer voice signal；
Emotion identification step：The acoustics prosodic features of the customer service voices signal and customer voice signal is extracted respectively, and
Analyzed to obtain customer service emotional state and customer anger state according to acoustics prosodic features；
Quality inspection step：The call matter of voice signal to be detected is obtained with reference to the customer service emotional state and customer anger state
Amount.
Pretreatment includes in the pre-treatment step：
Tone decoding is carried out to voice signal to be detected, and the signal after tone decoding is filtered, extraction has people
The voice signal of acoustical signal；
Effective original position and final position, were defined in voice signal after being filtered using end-point detection technology for detection
Signal in voice signal after filter from original position to final position is dialog segments；
The dialog segments are cut into several single sound bites, compare customer service sound, differentiation judges voice sheet
Section is customer service voices signal or customer voice signal.
The Emotion identification step includes：
It is special to the acoustics rhythm of the customer service voices signal and customer voice signal to be utilized respectively default every kind of grader
Sign carries out Emotion identification, obtains the confidence level of Emotion identification；
Define the mood that confidence level highest mood grader corresponding to customer service voices signal is the customer service voices signal；
Define the mood that confidence level highest mood grader corresponding to customer voice signal is customer voice signal；
The mood of comprehensive customer service voices signal obtains customer service emotional state；The mood of comprehensive customer voice signal obtains client
Emotional state.
Finally it should be noted that：Various embodiments above is merely illustrative of the technical solution of the present invention, rather than its limitations；To the greatest extent
The present invention is described in detail with reference to foregoing embodiments for pipe, it will be understood by those within the art that：Its according to
The technical scheme described in foregoing embodiments can so be modified, either which part or all technical characteristic are entered
Row equivalent substitution；And these modifications or replacement, the essence of appropriate technical solution is departed from various embodiments of the present invention technology
The scope of scheme, it all should cover among the claim of the present invention and the scope of specification.
Claims (8)
1. a kind of new customer service call quality inspection system, it is characterised in that including separation module, mood analysis module and quality analysis
Module；
The separation module is used to pre-process voice signal to be detected, by speech signal separation to be detected into customer service voices
Signal and customer voice signal；
The mood analysis module is used for the acoustics prosodic features for extracting the customer service voices signal and customer voice signal respectively,
And analyzed to obtain customer service emotional state and customer anger state according to acoustics prosodic features；
The quality analysis module combination customer service emotional state and customer anger state obtain the call matter of voice signal to be detected
Amount.
2. new customer service call quality inspection system according to claim 1, it is characterised in that
Pretreatment includes in the separation module：
For carrying out tone decoding to voice signal to be detected, and the signal after tone decoding is filtered, extraction has people
The voice signal of acoustical signal；
Effective original position and final position in voice signal after being filtered using end-point detection technology for detection, after definition filtering
Voice signal in signal from original position to final position be dialog segments；
The dialog segments are cut into several single sound bites, compare customer service sound, differentiation judges that sound bite is
Customer service voices signal or customer voice signal.
3. new customer service call quality inspection system according to claim 2, it is characterised in that
Filtering includes in the pretreatment：The noise of signal after tone decoding is filtered, and detects the signal after filtering
In human voice signal, extraction with human voice signal voice signal.
4. new customer service call quality inspection system according to claim 1, it is characterised in that
The acoustics prosodic features includes pitch, intensity, tonequality, sound spectrum and cepstrum.
5. new customer service call quality inspection system according to claim 4, it is characterised in that
The mood analysis module also includes mood grader selecting unit；Mood grader selecting unit is preset with a variety of moods
Grader, it is special to the acoustics rhythm of the customer service voices signal and customer voice signal for being utilized respectively every kind of mood grader
Sign carries out Emotion identification, obtains the confidence level of certain Emotion identification；And define confidence level highest feelings corresponding to customer service voices signal
Thread grader is the mood of the customer service voices signal, and confidence level highest mood grader corresponding to definition customer voice signal is
The mood of customer voice signal；The mood of comprehensive customer service voices signal obtains customer service emotional state；Comprehensive customer voice signal
Mood obtains customer anger state.
A kind of 6. new customer service call quality detecting method, it is characterised in that including：
Pre-treatment step：Voice signal to be detected is pre-processed, by speech signal separation to be detected into customer service voices signal
With customer voice signal；
Emotion identification step：Extract the acoustics prosodic features of the customer service voices signal and customer voice signal respectively, and according to
Acoustics prosodic features is analyzed to obtain customer service emotional state and customer anger state；
Quality inspection step：The call matter of voice signal to be detected is obtained with reference to the customer service emotional state and customer anger state analysis
Amount.
7. new customer service call quality detecting method according to claim 6, it is characterised in that
Pretreatment includes in the pre-treatment step：
Tone decoding is carried out to voice signal to be detected, and the signal after tone decoding is filtered, extraction has voice letter
Number voice signal；
Effective original position and final position in voice signal after being filtered using end-point detection technology for detection, after definition filtering
Voice signal in signal from original position to final position be dialog segments；
The dialog segments are cut into several single sound bites, compare customer service sound, differentiation judges that sound bite is
Customer service voices signal or customer voice signal.
8. new customer service call quality detecting method according to claim 6, it is characterised in that
The Emotion identification step includes：
It is special to the acoustics rhythm of the customer service voices signal and customer voice signal to be utilized respectively default every kind of mood grader
Sign carries out Emotion identification, obtains the confidence level of Emotion identification；
Define the mood that confidence level highest mood grader corresponding to customer service voices signal is the customer service voices signal；
Define the mood that confidence level highest mood grader corresponding to customer voice signal is customer voice signal；
The mood of comprehensive customer service voices signal obtains customer service emotional state；The mood of comprehensive customer voice signal obtains customer anger
State.
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Cited By (16)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108564968A (en) * | 2018-04-26 | 2018-09-21 | 广州势必可赢网络科技有限公司 | Method and device for evaluating customer service |
| CN109473122A (en) * | 2018-11-12 | 2019-03-15 | 平安科技（深圳）有限公司 | Mood analysis method, device and terminal device based on detection model |
| CN109785862A (en) * | 2019-01-21 | 2019-05-21 | 深圳壹账通智能科技有限公司 | Customer service quality evaluating method, device, electronic equipment and storage medium |
| CN110010124A (en) * | 2019-04-09 | 2019-07-12 | 深圳平安综合金融服务有限公司上海分公司 | Equipment and the call method of inspection are examined in call |
| CN110062117A (en) * | 2019-04-08 | 2019-07-26 | 商客通尚景科技（上海）股份有限公司 | A kind of sonic detection and method for early warning |
| CN110556110A (en) * | 2019-10-24 | 2019-12-10 | 北京九狐时代智能科技有限公司 | Voice processing method and device, intelligent terminal and storage medium |
| CN110728996A (en) * | 2019-10-24 | 2020-01-24 | 北京九狐时代智能科技有限公司 | Real-time voice quality inspection method, device, equipment and computer storage medium |
| CN111147669A (en) * | 2019-12-30 | 2020-05-12 | 科讯嘉联信息技术有限公司 | Full real-time automatic service quality inspection system and method |
| CN111179936A (en) * | 2019-12-03 | 2020-05-19 | 广州中汇信息科技有限公司 | Call recording monitoring method |
| CN111263009A (en) * | 2020-01-17 | 2020-06-09 | 北京三快在线科技有限公司 | Quality inspection method, device, equipment and medium for telephone recording |
| CN111314566A (en) * | 2020-01-20 | 2020-06-19 | 北京神州泰岳智能数据技术有限公司 | Voice quality inspection method, device and system |
| CN111326173A (en) * | 2018-12-17 | 2020-06-23 | 北京嘀嘀无限科技发展有限公司 | Voice information processing method and device, electronic equipment and readable storage medium |
| CN112528017A (en) * | 2020-11-30 | 2021-03-19 | 北京搜狗科技发展有限公司 | Automatic conversation flow analysis method and device |
| CN114692648A (en) * | 2021-12-30 | 2022-07-01 | 中国电信股份有限公司 | Early warning method and device for customer service system, electronic equipment and readable medium |
| CN117332946A (en) * | 2023-09-12 | 2024-01-02 | 上海数禾信息科技有限公司 | Case distribution method and device based on canvas |
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| CN108564968A (en) * | 2018-04-26 | 2018-09-21 | 广州势必可赢网络科技有限公司 | Method and device for evaluating customer service |
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| CN110062117A (en) * | 2019-04-08 | 2019-07-26 | 商客通尚景科技（上海）股份有限公司 | A kind of sonic detection and method for early warning |
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| CN110556110A (en) * | 2019-10-24 | 2019-12-10 | 北京九狐时代智能科技有限公司 | Voice processing method and device, intelligent terminal and storage medium |
| CN110728996A (en) * | 2019-10-24 | 2020-01-24 | 北京九狐时代智能科技有限公司 | Real-time voice quality inspection method, device, equipment and computer storage medium |
| CN111179936A (en) * | 2019-12-03 | 2020-05-19 | 广州中汇信息科技有限公司 | Call recording monitoring method |
| CN111179936B (en) * | 2019-12-03 | 2022-09-20 | 广州中汇信息科技有限公司 | Call recording monitoring method |
| CN111147669A (en) * | 2019-12-30 | 2020-05-12 | 科讯嘉联信息技术有限公司 | Full real-time automatic service quality inspection system and method |
| CN111263009A (en) * | 2020-01-17 | 2020-06-09 | 北京三快在线科技有限公司 | Quality inspection method, device, equipment and medium for telephone recording |
| CN111314566A (en) * | 2020-01-20 | 2020-06-19 | 北京神州泰岳智能数据技术有限公司 | Voice quality inspection method, device and system |
| CN112528017A (en) * | 2020-11-30 | 2021-03-19 | 北京搜狗科技发展有限公司 | Automatic conversation flow analysis method and device |
| CN114692648A (en) * | 2021-12-30 | 2022-07-01 | 中国电信股份有限公司 | Early warning method and device for customer service system, electronic equipment and readable medium |
| WO2024027855A1 (en) * | 2022-08-03 | 2024-02-08 | 顺丰科技有限公司 | Customer service speech recognition method and apparatus, device, and storage medium |
| CN117332946A (en) * | 2023-09-12 | 2024-01-02 | 上海数禾信息科技有限公司 | Case distribution method and device based on canvas |
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