摘要
为了进一步改善电力客户服务质量,让语音分析驾驭客服录音数据,辅助客服质检,不断提高客户满意度。本文研究通过系统挖掘呼叫中心保存的大量客服录音数据,应用语音分析技术,从语音识别、情感分析等维度入手,开展对海量录音文件、音频文件的系统挖掘。通过开展用户行为数据全方位挖掘分析,实现客户需求及市场决策的准确把握和科学规划。
Speech analysis technology is the core technology through voice recognition voice of unstructured information into structured index to achieve massive audio files,audio files of knowledge mining.Save a large amount of call center customer service record data,let recording voice analysis to manage customer data, auxiliary customer service quality,targeted to improve customer service quality,improve customer satisfaction.You can dig through the system to the user behavior data,thus timely and accurate market decisions.This paper describes the speech recognition,sentiment analysis.
出处
《电子测试》
2014年第3期100-101,共2页
Electronic Test
关键词
语音识别
情感分析
数据挖掘
Speech Recognition
Sentiment Analysis
Data Mining
