CN112308379A - Service order evaluation method, device, equipment and storage medium for home care - Google Patents
Service order evaluation method, device, equipment and storage medium for home care Download PDFInfo
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Abstract
The application relates to a service order evaluation method, device equipment and storage medium for home care. The method comprises the following steps: when an evaluation request of a service order is acquired, sound data is acquired through a service host or a microphone box of the home care terminal; extracting voiceprint features according to the sound data; judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order; if so, recognizing the sound data by adopting a voice recognition model to obtain voice content; and determining evaluation information aiming at the service order according to the voice content. By adopting the method, the service quality of home care can be improved.
Description
Technical Field
The present application relates to the field of home care technologies, and in particular, to a method, an apparatus, a device, and a storage medium for evaluating a service order for home care.
Background
Home care is a care service that is mainly provided for elderly people living at home or other people in need (collectively referred to as service objects) and that addresses difficulties in daily life, with home as a core. The service items of home care include living care, medical service, mental care service and the like, and the main form is that professional trained service personnel can carry out nursing service for service objects.
Generally, when a service object or a relative thereof purchases home care service for the service object, a home care service provider makes a corresponding service plan for the service object, and then provides the home care service for the service object according to the service plan. The service plan includes information such as service frequency, service items and service duration, and service personnel.
However, the service process cannot be effectively supervised during the execution of the service plan, for example, the service provided by the service personnel at home is inconsistent with the service plan and the recorded service content, or the service personnel self-evaluates the service quality, so that the benefit of the service object is damaged, and the service quality of home care is reduced.
Disclosure of Invention
In view of the above, it is necessary to provide a service order evaluation method, apparatus, device, and storage medium for home care, in order to solve the technical problem of low quality of service in home care.
A service order evaluation method for home care is applied to a home care terminal, and comprises the following steps:
when an evaluation request of a service order is acquired, sound data is acquired through a service host or a microphone box of the home care terminal;
extracting voiceprint features according to the sound data;
judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order;
if so, recognizing the sound data by adopting a voice recognition model to obtain voice content;
and determining evaluation information aiming at the service order according to the voice content.
In one embodiment, the method further comprises:
if the voiceprint features are not matched with the voiceprint features corresponding to the service object, judging whether the voiceprint features are matched with the voiceprint features of service personnel corresponding to the service order;
if so, generating violation evaluation warning information aiming at the service personnel;
and sending the violation evaluation warning information to the home care server.
In one embodiment, the method further comprises:
sending a voice verification code acquisition request to a home care server;
receiving and playing a voice verification code returned by the home care server;
when the voice verification code is played, executing the step of collecting the voice data;
after the voice data is recognized by adopting a voice recognition model to obtain voice content, the method further comprises the following steps:
judging whether the voice content has content matched with the voice verification code;
and if so, executing the step of determining the evaluation information aiming at the service order according to the voice content.
In one embodiment, the method further comprises:
acquiring a face image through a service host of the home care terminal while executing the step of acquiring the sound data;
performing identity verification according to the face image;
and when the identity authentication is passed, executing the step of recognizing the sound data by adopting the voice recognition model.
In one embodiment, the determining, from the voice content, rating information for the service order includes:
performing semantic detection on the voice content by adopting a semantic analysis model to obtain semantic keywords;
and determining evaluation information aiming at the service order according to the semantic keywords.
In one embodiment, performing semantic detection on the voice content by using a semantic analysis model to obtain semantic keywords, including:
performing word segmentation processing on the voice content to obtain word segmentation phrases;
calculating the similarity between the word segmentation phrase and each keyword in a preset semantic dictionary;
and determining semantic keywords corresponding to the word segmentation phrases according to the similarity.
In one embodiment, the evaluation information includes evaluation levels and service improvement suggestions, and the determining the evaluation information of the service order according to the semantic keywords includes:
selecting an evaluation keyword matched with the semantic keyword from an evaluation word bank;
determining the evaluation level of the service order according to the evaluation keyword;
and generating a service improvement suggestion according to the semantic keyword.
A service order evaluation apparatus for home care, the apparatus comprising:
the voice data acquisition module is used for acquiring voice data through a service host or a microphone box of the home care terminal when the evaluation request of the service order is acquired;
the voiceprint feature extraction module is used for extracting voiceprint features according to the voice data;
the voiceprint characteristic judgment module is used for judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order;
the voice recognition module is used for recognizing the voice data by adopting a voice recognition model to obtain voice content if the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order;
and the evaluation information determining module is used for determining the evaluation information aiming at the service order according to the voice content.
In one embodiment, the apparatus further comprises:
the voiceprint feature judgment module is further configured to judge whether the voiceprint feature is matched with a voiceprint feature of a service person corresponding to the service order if the voiceprint feature is not matched with the voiceprint feature corresponding to the service object;
the violation evaluation warning information generating module is used for generating violation evaluation warning information aiming at the service personnel if the voiceprint characteristics are matched with the voiceprint characteristics of the service personnel corresponding to the service order;
and the sending module is used for sending the violation evaluation warning information to the home care server.
In one embodiment, the apparatus further comprises:
the sending module is also used for sending a voice verification code obtaining request to the home care server;
the receiving module is used for receiving and playing the voice verification code returned by the home care server;
the voice data acquisition module is further used for executing the step of acquiring the voice data when the voice verification code is played;
the device further comprises:
the voice content judging module is used for judging whether the voice content has content matched with the voice verification code;
the evaluation information determining module is further configured to execute the step of determining the evaluation information for the service order according to the voice content if the voice content has content matching the voice verification code.
In one embodiment, the apparatus further comprises:
the human face image acquisition module is used for acquiring human face images through the service host of the home care terminal while executing the step of acquiring the sound data;
the identity authentication module is used for performing identity authentication according to the face image;
the voice recognition module is further configured to execute the step of recognizing the sound data by using the voice recognition model when the identity authentication is passed.
In one embodiment, the evaluation information determination module is further configured to:
performing semantic detection on the voice content by adopting a semantic analysis model to obtain semantic keywords;
and determining evaluation information aiming at the service order according to the semantic keywords.
In one embodiment, the evaluation information determination module is further configured to:
performing word segmentation processing on the voice content to obtain word segmentation phrases;
calculating the similarity between the word segmentation phrase and each keyword in a preset semantic dictionary;
and determining semantic keywords corresponding to the word segmentation phrases according to the similarity.
In one embodiment, the rating information includes a rating level and a service improvement suggestion, and the rating information determination module is further configured to:
selecting an evaluation keyword matched with the semantic keyword from an evaluation word bank;
determining the evaluation level of the service order according to the evaluation keyword;
and generating a service improvement suggestion according to the semantic keyword.
A computer device comprising a memory storing a computer program and a processor implementing the steps of the method described above when executing the computer program.
A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the above-mentioned method.
According to the method, the device, the equipment and the storage medium for evaluating the service order of home care, when the evaluation request of the service order is obtained, sound data are collected through the service host or the microphone box of the home care terminal; extracting voiceprint features according to the voice data; judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order; if so, recognizing the voice data by adopting a voice recognition model to obtain voice content; the evaluation information aiming at the service order is determined according to the voice content, so that the real effectiveness of the service object on the service order evaluation can be ensured, the rights and interests of the service object are ensured, and the service quality of home care is improved.
Drawings
FIG. 1 is a diagram of an exemplary application environment for a method for evaluating a service order for home care in an embodiment;
FIG. 2 is a flow diagram illustrating a method for evaluating a service order for home care in one embodiment;
FIG. 3 is a schematic diagram of evaluation information in one embodiment;
FIG. 4 is a schematic flow chart of the face recognition step in one embodiment;
FIG. 5 is a schematic flow chart of the step of determining rating information in one embodiment;
FIG. 6 is a flowchart illustrating a service order evaluation method for home care according to another embodiment;
FIG. 7 is a block diagram showing a configuration of a service order evaluation apparatus for home care in one embodiment;
FIG. 8 is a block diagram showing a service order evaluation apparatus for home care in another embodiment;
FIG. 9 is a diagram illustrating an internal structure of a computer device according to an embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further 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 present application and are not intended to limit the present application.
The service order evaluation method for home care provided by the application can be applied to the application environment shown in fig. 1. Wherein the home care terminal 102 communicates with the home care server 104 through a network. The home care terminal 102 includes a service host 102a and a microphone box 102b, when a service person executes a home care service corresponding to a service order, the microphone box 102b may be worn on the user, the service host 102a is placed beside a service object, when the microphone box 102b is opened, the microphone box 102b may be connected to the service host 102a through a network, microphone arrays are disposed on the microphone box 102b and the service host 102a, the microphone box 102b and the service host 102a may collect voices generated during the execution of the home care service through the microphone arrays, after the execution of the service corresponding to the service order is completed, the service object may perform voice evaluation according to the execution condition of the service order, taking the service order evaluation method of home care as an example applied to the home care terminal 102, when the home care terminal 102 obtains an evaluation request of the service order, collecting sound data through a service host or a microphone box of a home care terminal; extracting voiceprint features according to the voice data; judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order; if so, recognizing the voice data by adopting a voice recognition model to obtain voice content; and determining evaluation information for the service order according to the voice content. The home care terminal 102 may be, but is not limited to, various portable devices, and the home care server 104 may be implemented by a separate server or a server cluster composed of a plurality of servers.
In one embodiment, as shown in fig. 2, a service order evaluation method for home care is provided, which is described by taking the method as an example applied to a home care terminal in fig. 1, and includes the following steps:
s202, when the evaluation request of the service order is obtained, sound data are collected through a service host or a microphone box of the home care terminal.
Wherein the evaluation request is a request for collecting evaluation information.
In one embodiment, after detecting a triggering operation of service start, the home care terminal starts timing according to a service duration corresponding to a service order, determines that the service order is executed completely when the timing reaches the service duration or detects a triggering operation of service completion, detects whether an evaluation button in a display interface is triggered after the service order is executed completely, determines that an evaluation request of the service order is obtained if the evaluation button is triggered, and then collects sound data through a service host or a microphone box of the home care terminal.
In one embodiment, after detecting a triggering operation of service start, a home care terminal starts timing according to a service duration corresponding to a service order, determines that the service order is executed completely when the timing reaches the service duration or the triggering operation of service completion is detected, acquires voice data generated by a conversation between a service person and a service object through a microphone box or a service host after the service order is executed completely, identifies the voice data to obtain an identification result, judges whether an evaluation request keyword exists in the identification result, determines that an evaluation request of the service order is acquired if the evaluation request keyword exists, and then acquires the voice data through the service host or the microphone box of the home care terminal. For example, if the evaluation request keyword is "evaluation", "score", or "satisfaction", it is determined that the evaluation request of the service order is acquired when any evaluation request keyword exists in the recognition result.
And S204, extracting the voiceprint features according to the voice data.
The voiceprint features refer to sound features capable of uniquely identifying a person or something, and are sound wave frequency spectrums carrying speech information and displayed by an electro-acoustic instrument. Although the physiological structure of human pronunciation organs is always the same, human language generation is a complex physiological and physical process between the human language center and the pronunciation organs, and the size and shape of organs such as tongue, teeth, larynx, lung and nasal cavity used by different people when speaking are very different, so that the voiceprint characteristics of any two people are different.
In one embodiment, a voiceprint feature extraction model is stored in the home care terminal, and after sound data are collected by the home care terminal, voiceprint features corresponding to the sound data are extracted through the voiceprint feature extraction model. The extracted voiceprint feature may be an MFCC parameter (Mel Frequency Cepstrum Coefficient) of each frame of the speech signal.
In one embodiment, after the home care terminal collects the voice data, the voice data is preprocessed, and then the preprocessed voice data is input into the voiceprint feature extraction model, so that the voiceprint feature corresponding to the voice data is extracted through the voiceprint feature extraction model. Wherein the pretreatment comprises: and removing the non-voice signals and the silent voice signals, and framing the voice signals to obtain the voice signals of one frame.
S206, judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order.
In one embodiment, the home care terminal stores a voiceprint feature library, the voiceprint feature library has voiceprint features of the service object, and after the voiceprint features are extracted, the home care terminal judges whether the extracted voiceprint features are matched with the stored voiceprint features of the service object through a voiceprint recognition model.
In one embodiment, the voiceprint feature library of the home care terminal further includes voiceprint features of the service staff, after the voiceprint features are extracted, the home care terminal judges whether the extracted voiceprint features are matched with the stored voiceprint features of the service object through a voiceprint recognition model, and if the extracted voiceprint features are not matched with the voiceprint features of the service staff, the extracted voiceprint features are further judged to be matched with the voiceprint features of the service staff through the voiceprint recognition model.
In an embodiment, the home care terminal may further collect a plurality of sound data of the service object in advance, send the sound data collected in advance to the home care server, the home care server trains according to the sound data collected in advance to obtain a voiceprint model of the service object and a corresponding matching operation function, send the matching operation function corresponding to the voiceprint model of the service object to the home care terminal, and the home care terminal stores the matching operation function corresponding to the voiceprint model, so that when an evaluation request of the service order is obtained, the service host or the mike box collects the sound data, and directly judges whether the sound data is matched with the voiceprint model of the service object according to the matching operation function. Wherein, the trained voiceprint model can be a GMM (gaussian mixture model) voiceprint model.
And S208, if so, recognizing the voice data by adopting a voice recognition model to obtain voice content.
The speech recognition model is a model for converting input sound data into language characters, can be a speech recognition model based on algorithms such as dynamic time warping, hidden Markov models, artificial neural networks and the like, mainly comprises an acoustic model and a language model, and the acoustic model is used for calculating the probability of an acoustic symbol from an input sound signal, namely converting the sound into the representation of the acoustic symbol and outputting the representation. A phoneme is an acoustic symbol, which is the most basic unit of each language, with clear definition and a limited number, and a phrase is composed of successive pronunciations of multiple phonemes. The language model estimates the probability of a word sequence by learning the feature relationships between words from a training speech set.
In one embodiment, after determining that the extracted voiceprint features are matched with the voiceprint features of the service object corresponding to the service order, the home care terminal identifies voice data through a stored pre-trained voice identification model to obtain voice content. Specifically, feature parameters of the sound data may be extracted to obtain a parameter model, and then the obtained parameter model is compared with an acoustic model and a language model corresponding to the speech recognition model to determine each optimal phrase, thereby obtaining the speech content.
And S210, determining evaluation information aiming at the service order according to the voice content.
The evaluation information is description of satisfaction degree of the service object to the execution process of the service order, and the home care service provider can evaluate the service personnel through the evaluation information and improve the provided home care service according to the evaluation information. The evaluation information includes an evaluation level and/or evaluation content.
In one embodiment, after recognizing the voice content of the obtained voice data, the home care terminal determines the corresponding evaluation level directly according to the voice content, that is, determines the evaluation information for the service order. Specifically, the corresponding evaluation keyword may be matched according to the voice content, and the corresponding evaluation level may be determined according to the matched evaluation keyword. For example, the evaluation levels are four levels, the evaluation keyword corresponding to the first level is "very good" or "very satisfactory", the evaluation keyword corresponding to the second level is "satisfactory", the evaluation keyword corresponding to the third level is "go back", "also", the evaluation keyword corresponding to the fourth level is "bad", or "dissatisfied", and if the voice content of the voice data recognized by the home care terminal is "i feel very satisfactory", the corresponding evaluation keyword may be determined to be "very satisfactory" according to the voice content, thereby determining that the evaluation level of the service order is one level.
In one embodiment, after recognizing the voice content of the sound data, the home care terminal may transmit the recognized voice content to the home care server, the home care server determines evaluation information for the service order according to the received voice content and transmits the determined evaluation information to the home care terminal, and the home care terminal displays the evaluation information after receiving the evaluation information, wherein the displayed evaluation information is as shown in fig. 3.
In the above embodiment, when the evaluation request of the service order is obtained, sound data is collected through a service host or a microphone box of the home care terminal; extracting voiceprint features according to the voice data; judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order; if so, recognizing the voice data by adopting a voice recognition model to obtain voice content; the evaluation information aiming at the service order is determined according to the voice content, so that the real effectiveness of the service object on the service order evaluation can be ensured, the rights and interests of the service object are ensured, and the service quality of home care is improved.
In one embodiment, the voiceprint feature library of the home care terminal further contains voiceprint features of service personnel, after the voiceprint features are extracted, if the voiceprint features are determined to be not matched with the voiceprint features of the service object, whether the voiceprint features are matched with the voiceprint features of the service personnel corresponding to the service order is judged, if yes, violation evaluation warning information for the service personnel is generated, and the violation evaluation warning information is sent to the home care server, so that a home care service provider records violation behaviors of the service personnel according to the violation evaluation warning information, and carries out corresponding processing on the service personnel. Therefore, the service staff can be prevented from evaluating the service order to damage the benefit of the service object, and the service quality of home care is improved.
In one embodiment, after acquiring a service order evaluation request, a home care terminal sends a voice verification code acquisition request to a home care server according to the service order evaluation request, after receiving the voice verification code acquisition request, the home care server randomly generates a voice verification code and sends the randomly generated voice verification code to the home care server, after receiving the voice verification code, the home care server plays the voice verification code, after the playing is completed, acquires voice data through a service host or a microphone box, extracts voiceprint features according to the voice data, judges whether the voiceprint features are matched with voiceprint features of a service object corresponding to the service order, if so, identifies the voice data by using a voice identification model to obtain voice content, and then judges whether the voice content exists in content matched with the voice verification code, and if the voice content has the content matched with the voice verification code, determining evaluation information aiming at the service order according to the voice content. The voice verification code may be a sentence or a group of numbers. In practical application, after the language verification code is played by the home care terminal, the service object repeats the content of the voice verification code, then the evaluation content of the service order is spoken, and meanwhile, the home care terminal collects the sound data generated by the service object in a period of time.
In the embodiment, the home care terminal requests and plays the voice verification code from the home care server, and identifies the sound data containing the voice verification code content to determine the evaluation information of the service order, so that the service staff can be prevented from recording the good comment of the service object when the execution of the historical service order is completed, and the recording is played to obtain a good illegal evaluation operation when the service order is evaluated, the authenticity and validity of the service order evaluation by the service object are further ensured, the rights and interests of the service object are ensured, and the service quality of home care is improved.
In one embodiment, as shown in fig. 4, the method for evaluating a service order for home care further includes the following steps:
s402, acquiring the face image through a service host of the home care terminal.
In one embodiment, a camera is further arranged on the service host of the home care terminal, and when the home care terminal collects the voice data through the service host, the face image of the speaker is also collected through the camera on the service host.
And S404, performing identity verification according to the face image.
And the identity authentication is to verify whether the face image is matched with the face characteristics of a pre-stored service object.
In one embodiment, after a home care terminal collects a face image, the face image is preprocessed, the preprocessed face image is subjected to feature extraction to obtain face features, whether the extracted face features are matched with the face features of a pre-stored service object or not is judged through a face recognition model, if the extracted face features are matched with the face features of the pre-stored service object, the face image is determined to be the face image of the service object, the collected voice data is recognized through a voice recognition model to obtain recognition content, and then evaluation information aiming at a service order is determined according to the recognition content.
In one embodiment, the home care terminal further stores face features of service personnel, if the home care terminal judges that the extracted face features are not matched with the face features of the pre-stored service object through the face recognition model, whether the extracted face features are matched with the face features of the service personnel can be further judged through the face recognition model, if the extracted face features are matched with the face features of the service personnel, violation evaluation warning information for the service personnel is generated, and the violation evaluation warning information is sent to the home care server, so that a home care service provider records violation behaviors of the service personnel according to the violation evaluation warning information, and performs corresponding processing on the service personnel.
In the embodiment, the home care terminal collects the voice data through the service host and also collects the face image through the service host, the collected face image comprises the face image of the service object and the face image of the service staff, and the identity verification is performed according to the face image, so that after the identity verification is passed, the evaluation information of the service order is determined according to the collected voice data, thereby on one hand, the real effectiveness of the service object on the evaluation of the service order is ensured, on the other hand, the violation behavior that the service staff performs the evaluation of the service order by self is avoided, the rights and interests of the service object are ensured, and the service quality of home care is improved.
In one embodiment, as shown in fig. 5, S210 specifically includes the following steps:
s502, semantic detection is carried out on the voice content by adopting a semantic analysis model to obtain semantic keywords.
The semantic analysis model is used for performing semantic analysis on the recognized voice content (text form) and extracting an analysis model of semantic keywords.
In one embodiment, the home care terminal performs word segmentation processing on the voice content through a semantic analysis model to obtain word segmentation phrases, calculates the similarity between the word segmentation phrases and each keyword in a preset semantic dictionary, and then determines semantic keywords corresponding to each word segmentation phrase according to the similarity.
In one embodiment, after the household care terminal performs word segmentation processing on the voice content to obtain word segmentation phrases, the household care terminal may respectively calculate the weight of each word segmentation phrase, determine the word segmentation phrases with the weight greater than a preset weight threshold as key phrases, calculate the similarity between the key phrases and each keyword in a preset semantic dictionary, and then determine semantic keywords corresponding to each key phrase according to the similarity.
S504, determining evaluation information aiming at the service order according to the semantic keywords.
Wherein, the evaluation information comprises evaluation grade and/or evaluation content.
In one embodiment, after performing semantic detection on voice content by using a semantic analysis model to obtain semantic keywords, the home care terminal selects evaluation keywords matched with the semantic keywords from a pre-stored evaluation word bank, determines an evaluation level for a service order according to the evaluation keywords, and generates corresponding evaluation content according to the semantic keywords, where, for example, the evaluation word bank includes the following evaluation words: "very good", "very satisfactory", "still", "can", "not good", "bad", "not satisfactory", wherein, the evaluation grade corresponding to 'very good' and 'very satisfactory' is one grade, the evaluation grade corresponding to 'satisfactory' is two grade, the evaluation grade corresponding to 'going' and 'further' is three grade, the evaluation grade corresponding to 'bad', 'dissatisfied' is four grade, the semantic keywords obtained by the home care terminal are 'bad', 'massage', 'strength', 'too big', 'pain', the evaluation keyword can be determined to be 'bad' according to the semantic keywords, therefore, the evaluation grade is determined to be four, and according to the semantic keywords 'massage', 'strength', 'too large', 'pain', the evaluation content is determined to be 'too large massage strength, user experience pain', and meanwhile, a corresponding service improvement suggestion 'small massage strength' can be generated.
In the embodiment, the home care terminal performs semantic detection on the voice content by adopting the semantic analysis model to obtain the semantic keywords, and determines the evaluation information for the service order according to the semantic keywords, so that the service order can be accurately and effectively evaluated, a home care service provider can improve the home care service provided by the home care service provider according to the evaluation information of the user, and the service quality of home care is improved.
In an embodiment, as shown in fig. 6, there is further provided a service order evaluation method for home care, which is described by taking the application of the method to the home care terminal in fig. 1 as an example, and includes the following steps:
s602, when the evaluation request of the service order is obtained, a voice verification code obtaining request is sent to the home care server.
And S604, receiving and playing the voice verification code returned by the home care server.
And S606, collecting sound data through a service host or a microphone box of the home care terminal.
And S608, extracting the voiceprint features according to the voice data.
S610, judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order.
If not, executing S612; if yes, S620 is performed.
And S612, judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service personnel corresponding to the service order.
If yes, go to S614; if not, go to S618.
And S614, generating violation evaluation warning information aiming at the service personnel.
And S616, sending the violation evaluation warning information to the home care server.
S618, the sound data is determined to be invalid data.
And S620, recognizing the sound data by adopting a voice recognition model to obtain voice content.
S622, determining whether the voice content has a content matching the voice verification code.
If yes, go to S624; if not, go to S618.
And S624, performing semantic detection on the voice content by adopting a semantic analysis model to obtain semantic keywords.
S626, determining the evaluation information aiming at the service order according to the semantic keywords.
It should be understood that although the various steps in the flowcharts of fig. 2, 4-6 are shown in order as indicated by the arrows, the steps are not necessarily performed in order as indicated by the arrows. The steps are not performed in the exact order shown and described, and may be performed in other orders, unless explicitly stated otherwise. Moreover, at least some of the steps in fig. 2, 4-6 may include multiple steps or multiple stages, which are not necessarily performed at the same time, but may be performed at different times, which are not necessarily performed in sequence, but may be performed in turn or alternately with other steps or at least some of the other steps or stages.
In one embodiment, as shown in fig. 7, there is provided a service order evaluation apparatus for home care, including: a sound data collection module 702, a voiceprint feature extraction module 704, a voiceprint feature judgment module 706, a voice recognition module 708, and an evaluation information determination module 710, wherein:
the voice data acquisition module 702 is configured to acquire voice data through a service host or a microphone box of the home care terminal when the evaluation request of the service order is acquired;
a voiceprint feature extraction module 704, configured to extract a voiceprint feature according to the sound data;
a voiceprint feature determination module 706, configured to determine whether the voiceprint feature matches a voiceprint feature of a service object corresponding to the service order;
a voice recognition module 708, configured to, if the voiceprint features match the voiceprint features of the service object corresponding to the service order, recognize the voice data by using a voice recognition model to obtain voice content;
and an evaluation information determining module 710 for determining evaluation information for the service order according to the voice content.
In the embodiment, when the evaluation request of the service order is acquired, the sound data is acquired through the sound data acquisition module of the home care terminal; the voiceprint feature extraction module extracts voiceprint features according to the voice data; the voiceprint characteristic judgment module judges whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order; if so, the voice recognition module recognizes the voice data by adopting a voice recognition model to obtain voice content; the evaluation information determining module determines the evaluation information aiming at the service order according to the voice content, so that the real effectiveness of the service object on the service order evaluation can be ensured, the rights and interests of the service object are ensured, and the service quality of home care is improved.
In one embodiment, as shown in fig. 8, the apparatus further comprises: violation evaluation warning information generating module 712 and sending module 714, wherein:
the voiceprint feature determination module 706 is further configured to determine whether the voiceprint feature matches a voiceprint feature of a service person corresponding to the service order if the voiceprint feature does not match the voiceprint feature corresponding to the service object;
the violation evaluation warning information generating module 712, if the voiceprint feature matches the voiceprint feature of the service staff corresponding to the service order, generates violation evaluation warning information for the service staff;
and a sending module 714, configured to send the violation evaluation warning information to the home care server.
In the above embodiment, the voiceprint feature determination module of the home care terminal determines whether the voiceprint feature matches the voiceprint feature of the service person corresponding to the service order, and when the voiceprint feature matches the voiceprint feature of the service person corresponding to the service order, the service person determines that the service person evaluates the service order by himself through the violation evaluation alarm information generation module, and further generates violation evaluation alarm information, and sends the violation evaluation alarm information to the home care server through the sending module, so that the home care service provider records violation behaviors of the service person according to the violation evaluation alarm information, and performs corresponding processing on the service person, thereby avoiding that the service person evaluates the service order to damage benefits of the service object, and improving service quality of home care.
In one embodiment, as shown in fig. 8, the apparatus further comprises: a receiving module 716 and a voice content determining module 718, wherein:
the sending module 714 is further configured to send a voice verification code obtaining request to the home care server;
the receiving module 716 is configured to receive and play the voice verification code returned by the home care server;
the voice data acquisition module 702 is further configured to, when the voice verification code is played, perform a step of acquiring voice data;
a voice content determining module 718, configured to determine whether the voice content has a content matching the voice verification code;
the evaluation information determining module 710 is further configured to execute the step of determining the evaluation information for the service order according to the voice content if the voice content has the content matching the voice verification code.
In the embodiment, the voice verification code is requested from the home care server through the sending module of the home care terminal, the receiving module receives and plays the voice verification code returned by the home care server, the voice data is collected through the voice data collecting module, and after the voice content judging module judges that the voice content is matched with the voice verification code, the evaluation information of the service order is determined through the evaluation information determining module, so that the condition that a service worker records a good comment of the service object when the execution of the historical service order is completed can be avoided, and the record is played to obtain a good violation evaluation operation when the service order is evaluated, the real effectiveness of the service object on the evaluation of the service order is further ensured, the rights and interests of the service object are ensured, and the service quality of home care is improved.
In one embodiment, the apparatus further comprises: a face image acquisition module 720 and an identity verification module 722, wherein:
a face image collecting module 720, configured to collect a face image through a service host of the home care terminal while performing the step of collecting the sound data;
the identity authentication module 722 is used for performing identity authentication according to the face image;
the voice recognition module 708 is further configured to perform a step of recognizing the sound data by using a voice recognition model when the authentication is passed.
In the above embodiment, the home care terminal collects the voice data through the service host, and simultaneously collects the face image through the face image collection module of the service host, the collected face image includes the face image of the service object and the face image of the service person, the identity verification module performs identity verification according to the face image, so that after the identity verification is passed, the voice recognition module determines the evaluation information of the service order according to the collected voice data, thereby ensuring the authenticity and validity of the service object on the service order evaluation on one hand, and avoiding the violation behavior of the service person to perform the service order evaluation by himself on the other hand, thereby ensuring the rights and interests of the service object, and improving the service quality of home care.
In one embodiment, the rating information determination module 710 is further configured to:
performing semantic detection on the voice content by adopting a semantic analysis model to obtain semantic keywords;
and determining evaluation information aiming at the service order according to the semantic keywords.
In one embodiment, the rating information determination module 710 is further configured to:
performing word segmentation processing on the voice content to obtain word segmentation phrases;
calculating the similarity between the word-segmentation phrase and each keyword in a preset semantic dictionary;
and determining semantic keywords corresponding to the word segmentation phrases according to the similarity.
In one embodiment, the rating information includes rating level and service improvement suggestion, and the rating information determination module 710 is further configured to:
selecting an evaluation keyword matched with the semantic keyword from an evaluation word bank;
determining the evaluation level of the service order according to the evaluation keyword;
and generating service improvement suggestions according to the semantic keywords.
In the above embodiment, the evaluation information determining module of the home care terminal performs semantic detection on the voice content by using the semantic analysis model to obtain the semantic keywords, and determines the evaluation information for the service order according to the semantic keywords, so that the service order can be accurately and effectively evaluated, a home care service provider can improve the home care service provided by the home care provider according to the evaluation information of the user, and the service quality of home care is improved.
Specific limitations of the service order evaluation device for home care can be referred to the above limitations of the service order evaluation method for home care, and are not described herein again. The modules in the service order evaluation device for home care may be implemented in whole or in part by software, hardware, and a combination thereof. The modules can be embedded in a hardware form or independent from a processor in the computer device, and can also be stored in a memory in the computer device in a software form, so that the processor can call and execute operations corresponding to the modules.
In one embodiment, a computer device is provided, which may be a home care terminal, and its internal structure diagram may be as shown in fig. 9. The computer device includes a processor, a memory, a communication interface, a display screen, and an input device connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The communication interface of the computer device is used for carrying out wired or wireless communication with an external terminal, and the wireless communication can be realized through WIFI, an operator network, NFC (near field communication) or other technologies. The computer program is executed by a processor to implement a method of service order evaluation for home care. The display screen of the computer equipment can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer equipment can be a touch layer covered on the display screen, a key, a track ball or a touch pad arranged on the shell of the computer equipment, an external keyboard, a touch pad or a mouse and the like.
Those skilled in the art will appreciate that the architecture shown in fig. 9 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, a computer device is provided, comprising a memory and a processor, the memory having stored therein a computer program that, when executed by the processor, causes the processor to perform the steps of: when an evaluation request of a service order is acquired, sound data is acquired through a service host or a microphone box of a home care terminal; extracting voiceprint features according to the voice data; judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order; if so, recognizing the voice data by adopting a voice recognition model to obtain voice content; and determining evaluation information for the service order according to the voice content.
In one embodiment, the computer program, when executed by the processor, causes the processor to further perform the steps of: if the voiceprint features are not matched with the voiceprint features corresponding to the service object, judging whether the voiceprint features are matched with the voiceprint features of service personnel corresponding to the service order; if yes, generating violation evaluation warning information aiming at service personnel; and sending the violation evaluation warning information to a home care server.
In one embodiment, the computer program, when executed by the processor, causes the processor to further perform the steps of: sending a voice verification code acquisition request to a home care server; receiving and playing a voice verification code returned by the home care server; when the voice verification code is played, executing the step of collecting voice data; the computer program, when executed by the processor, causes the processor to further perform the steps of: judging whether the voice content has content matched with the voice verification code; and if so, executing the step of determining the evaluation information aiming at the service order according to the voice content.
In one embodiment, the computer program, when executed by the processor, causes the processor to further perform the steps of: acquiring a face image through a service host of a home care terminal while executing the step of acquiring the sound data; performing identity authentication according to the face image; and when the identity authentication is passed, executing the step of recognizing the sound data by adopting a voice recognition model.
In one embodiment, the computer program, when executed by the processor, causes the processor to perform the steps of determining rating information for a service order from the speech content, in particular: performing semantic detection on the voice content by adopting a semantic analysis model to obtain semantic keywords; and determining evaluation information aiming at the service order according to the semantic keywords.
In one embodiment, when the computer program is executed by the processor to perform the step of performing semantic detection on the speech content by using the semantic analysis model to obtain the semantic keyword, the processor is caused to specifically execute the following steps: performing word segmentation processing on the voice content to obtain word segmentation phrases; calculating the similarity between the word-segmentation phrase and each keyword in a preset semantic dictionary; and determining semantic keywords corresponding to the word segmentation phrases according to the similarity.
In an embodiment, the evaluation information comprises an evaluation level and a service improvement suggestion, the computer program, when being executed by the processor for determining the evaluation information for the service order based on the semantic keyword, causes the processor to carry out in particular the steps of: selecting an evaluation keyword matched with the semantic keyword from an evaluation word bank; determining the evaluation level of the service order according to the evaluation keyword; and generating service improvement suggestions according to the semantic keywords.
In one embodiment, a computer readable storage medium is provided, storing a computer program that, when executed by a processor, causes the processor to perform the steps of: when an evaluation request of a service order is acquired, sound data is acquired through a service host or a microphone box of a home care terminal; extracting voiceprint features according to the voice data; judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order; if so, recognizing the voice data by adopting a voice recognition model to obtain voice content; and determining evaluation information for the service order according to the voice content.
In one embodiment, the computer program, when executed by the processor, causes the processor to further perform the steps of: if the voiceprint features are not matched with the voiceprint features corresponding to the service object, judging whether the voiceprint features are matched with the voiceprint features of service personnel corresponding to the service order; if yes, generating violation evaluation warning information aiming at service personnel; and sending the violation evaluation warning information to a home care server.
In one embodiment, the computer program, when executed by the processor, causes the processor to further perform the steps of: sending a voice verification code acquisition request to a home care server; receiving and playing a voice verification code returned by the home care server; when the voice verification code is played, executing the step of collecting voice data; the computer program, when executed by the processor, causes the processor to further perform the steps of: judging whether the voice content has content matched with the voice verification code; and if so, executing the step of determining the evaluation information aiming at the service order according to the voice content.
In one embodiment, the computer program, when executed by the processor, causes the processor to further perform the steps of: acquiring a face image through a service host of a home care terminal while executing the step of acquiring the sound data; performing identity authentication according to the face image; and when the identity authentication is passed, executing the step of recognizing the sound data by adopting a voice recognition model.
In one embodiment, the computer program, when executed by the processor, causes the processor to perform the steps of determining rating information for a service order from the speech content, in particular: performing semantic detection on the voice content by adopting a semantic analysis model to obtain semantic keywords; and determining evaluation information aiming at the service order according to the semantic keywords.
In one embodiment, when the computer program is executed by the processor to perform the step of performing semantic detection on the speech content by using the semantic analysis model to obtain the semantic keyword, the processor is caused to specifically execute the following steps: performing word segmentation processing on the voice content to obtain word segmentation phrases; calculating the similarity between the word-segmentation phrase and each keyword in a preset semantic dictionary; and determining semantic keywords corresponding to the word segmentation phrases according to the similarity.
In an embodiment, the evaluation information comprises an evaluation level and a service improvement suggestion, the computer program, when being executed by the processor for determining the evaluation information for the service order based on the semantic keyword, causes the processor to carry out in particular the steps of: selecting an evaluation keyword matched with the semantic keyword from an evaluation word bank; determining the evaluation level of the service order according to the evaluation keyword; and generating service improvement suggestions according to the semantic keywords.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, database or other medium used in the embodiments provided herein can include at least one of non-volatile and volatile memory. Non-volatile Memory may include Read-Only Memory (ROM), magnetic tape, floppy disk, flash Memory, optical storage, or the like. Volatile Memory can include Random Access Memory (RAM) or external cache Memory. By way of illustration and not limitation, RAM can take many forms, such as Static Random Access Memory (SRAM) or Dynamic Random Access Memory (DRAM), among others.
The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (10)
1. A service order evaluation method for home care is applied to a home care terminal, and is characterized by comprising the following steps:
when an evaluation request of a service order is acquired, sound data is acquired through a service host or a microphone box of the home care terminal;
extracting voiceprint features according to the sound data;
judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order;
if so, recognizing the sound data by adopting a voice recognition model to obtain voice content;
and determining evaluation information aiming at the service order according to the voice content.
2. The method of claim 1, further comprising:
if the voiceprint features are not matched with the voiceprint features corresponding to the service object, judging whether the voiceprint features are matched with the voiceprint features of service personnel corresponding to the service order;
if so, generating violation evaluation warning information aiming at the service personnel;
and sending the violation evaluation warning information to the home care server.
3. The method of claim 1, further comprising:
sending a voice verification code acquisition request to a home care server;
receiving and playing a voice verification code returned by the home care server;
when the voice verification code is played, executing the step of collecting the voice data;
after the voice data is recognized by adopting a voice recognition model to obtain voice content, the method further comprises the following steps:
judging whether the voice content has content matched with the voice verification code;
and if so, executing the step of determining the evaluation information aiming at the service order according to the voice content.
4. The method of claim 1, further comprising:
acquiring a face image through a service host of the home care terminal while executing the step of acquiring the sound data;
performing identity verification according to the face image;
and when the identity authentication is passed, executing the step of recognizing the sound data by adopting the voice recognition model.
5. The method of claim 1, wherein determining rating information for the service order from the voice content comprises:
performing semantic detection on the voice content by adopting a semantic analysis model to obtain semantic keywords;
and determining evaluation information aiming at the service order according to the semantic keywords.
6. The method of claim 5, wherein performing semantic detection on the voice content by using a semantic analysis model to obtain semantic keywords comprises:
performing word segmentation processing on the voice content to obtain word segmentation phrases;
calculating the similarity between the word segmentation phrase and each keyword in a preset semantic dictionary;
and determining semantic keywords corresponding to the word segmentation phrases according to the similarity.
7. The method of claim 5, wherein the rating information comprises rating levels and service improvement suggestions, and wherein determining the rating information for the service order based on the semantic keywords comprises:
selecting an evaluation keyword matched with the semantic keyword from an evaluation word bank;
determining the evaluation level of the service order according to the evaluation keyword;
and generating a service improvement suggestion according to the semantic keyword.
8. A service order evaluation apparatus for home care, the apparatus comprising:
the voice data acquisition module is used for acquiring voice data through a service host or a microphone box of the home care terminal when the evaluation request of the service order is acquired;
the voiceprint feature extraction module is used for extracting voiceprint features according to the voice data;
the voiceprint characteristic judgment module is used for judging whether the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order;
the voice recognition module is used for recognizing the voice data by adopting a voice recognition model to obtain voice content if the voiceprint characteristics are matched with the voiceprint characteristics of the service object corresponding to the service order;
and the evaluation information determining module is used for determining the evaluation information aiming at the service order according to the voice content.
9. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that the processor, when executing the computer program, implements the steps of the method of any of claims 1 to 7.
10. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 7.
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