Call center service method, device, apparatus and system in express industry

The invention relates to a call center service method, device, apparatus and system in the express industry. The method comprises the following steps: acquiring voice call data of a current session of a call center system in real time; converting the voice call data into text data by using an automatic voice recognition function; predicting customer satisfaction by using a pre-trained satisfaction prediction model according to the text data and pre-acquired historical logistics information of a customer; and when the customer satisfaction reaches a preset threshold, sending a guidance asking instruction to a leader for customer service guidance. According to the method, the customer satisfaction is predicted by using the satisfaction prediction model, a leader is ensured to timely intervene in the customer service call based on the customer satisfaction, the customer satisfaction is improved, and the service quality of a call center is improved. 本发明涉及一种快递行业呼叫中心服务方法、装置、设备及系统。该方法包括：实时获取呼叫中心系统当前会话的语音通话数据；利用自动语音识