Voice quality inspection method and device, and electronic equipment

The embodiment of the invention provides a voice quality inspection method and device and electronic equipment, and the method comprises the steps: obtaining a plurality of call voice calls; acquiring customer voice in the call voice call based on the call voice call; determining an emotion change score of the customer according to the customer voice; and determining the quality of the voice call based on the emotion change score of the customer. By detecting the emotion change score of the customer, whether the customer service staff effectively pacifies the complaint staff or not and whether the demand of the user is met or not can be determined in the complaint scene. 本申请实施例提供一种语音质检方法、装置、电子设备，其中，方法包括：获取多个呼叫语音通话；基于所述呼叫语音通话获取所述呼叫语音通话中的客户语音；根据所述客户语音确定所述客户的情绪变化得分；基于所述客户的情绪变化得分、确定所述呼叫语音通话的质量。通过对客户的情绪变化得分进行检测，能够在投诉情景下确定客服人员是否对投诉人员进行了有效地安抚，是否解决了用户的需求。