95598电力客服智能质检系统问题语音检出方法研究

Research on Voice Detection Method of Intelligent Customer Service Quality Inspection System of 95598

随着信息技术发展,新的应用技术不断涌现,新兴的业务需求的也不断出现。为了跟上时代的步伐,为客户提供更加优质的服务,满足更多客户的要求,95598客户服务热线需要有效的方法、技术手段和工具支撑;需要积极采用新技术,不断的对客服工作进行升级补充,实现对客户精细化服务的全面支撑。对传统的人工质检流程进行优化,实现智能质检系统自动全量质检并有效自动检出问题语音,提供了一种问题语音检出方法和装置,可以实现录音质检全面覆盖,自动检出问题通话录音,提示用户对问题通话录音进行人工质检,大大减少了质检工作人员的工作量。

With the continuous development of information technology,new application technologies are emerging,and business needs are also constantly emerging.In order to keep up with the pace of the times,provide customers with more quality services and meet the requirements of more customers,the 95598 customer service hotline needs effective methods,technical means and tool support.We actively adopt new technology,continuously upgrade and supplement customer service,and realize the comprehensive support for customer fine service.The traditional manual quality inspection process is optimized to realize the automatic full quality inspection of the intelligent quality inspection system,and to detect the problem phonetics effectively and automatically.This study provides a method and device for the problem of speech detection which can reduce the workload and improve the quality inspection.