Intelligent customer service telephone traffic text service quality inspection method and system

The invention relates to an intelligent customer service telephone traffic text service quality inspection method and system, and the method comprises the steps: S1, obtaining to-be-inspected customer service telephone traffic text data which comprises at least one text case; s2, performing hit matc...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: HUANG PING, SUN GUFEI, TAN YAN
Format: Patent
Sprache:chi ; eng
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Beschreibung
Zusammenfassung:The invention relates to an intelligent customer service telephone traffic text service quality inspection method and system, and the method comprises the steps: S1, obtaining to-be-inspected customer service telephone traffic text data which comprises at least one text case; s2, performing hit matching on each text case by using a pre-constructed problem document keyword library and a pre-constructed field professional word library, performing preliminary screening on customer service telephone traffic text data, if a text case hit by preliminary screening exists, executing a step S3, otherwise, determining that the text case quality inspection preliminary screening is passed; and S3, performing classification judgment on the preliminarily screened text cases by using a pre-trained text quality inspection classification model, determining a classification category, and giving a quality inspection result according to the classification category. Compared with the prior art, quality inspection and classificati