CN107172311B - Service evaluation method and terminal equipment - Google Patents
Service evaluation method and terminal equipment Download PDFInfo
- Publication number
- CN107172311B CN107172311B CN201710481674.1A CN201710481674A CN107172311B CN 107172311 B CN107172311 B CN 107172311B CN 201710481674 A CN201710481674 A CN 201710481674A CN 107172311 B CN107172311 B CN 107172311B
- Authority
- CN
- China
- Prior art keywords
- information
- service
- change application
- client
- voice
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Expired - Fee Related
Links
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L15/14—Speech classification or search using statistical models, e.g. Hidden Markov Models [HMMs]
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L15/14—Speech classification or search using statistical models, e.g. Hidden Markov Models [HMMs]
- G10L15/142—Hidden Markov Models [HMMs]
- G10L15/144—Training of HMMs
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L15/14—Speech classification or search using statistical models, e.g. Hidden Markov Models [HMMs]
- G10L15/142—Hidden Markov Models [HMMs]
- G10L15/148—Duration modelling in HMMs, e.g. semi HMM, segmental models or transition probabilities
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
Abstract
The invention is applicable to the technical field of computers, and provides a service evaluation method and terminal equipment. The method comprises the following steps: acquiring service change application information consulted by a client through a service terminal; evaluating the service change application contained in the service change application information according to a rule engine, and displaying the evaluation result; and the rule engine is established according to the evaluation condition of the service change application. The invention can finish the evaluation of the service change application in the process of the communication between the client and the customer service, so that the customer service can immediately inform the client of the result, the working efficiency of the customer service can be improved, the efficiency of the client for handling the service can be improved, and the workload of the customer service can be reduced.
Description
Technical Field
The invention belongs to the technical field of computers, and particularly relates to a service evaluation method and terminal equipment.
Background
With the development of enterprises, the increase of the number of clients and services causes the workload of enterprise customer service to gradually increase. In the financial services company, after the company transacts the loan transaction, the client can consult and transact the transaction by telephone. Some service change applications such as temporary withholding, advance payment and the like usually need to be examined and approved to confirm whether the service change applications can pass or not. In the prior art, the customer service cannot estimate the service change application, so that the customer cannot immediately inform the customer of the application result when answering the customer call. The customer service can only feed back to the customer after the approval result of the service application comes out. Due to more services and larger workload of customer service, timely feedback cannot be given to a client due to negligence sometimes, and the normal work flow is influenced.
At present, for telephone consultation related to client service change, the customer service cannot give result feedback in time, the handling efficiency of the client service is low, and the workload of the customer service is large.
Disclosure of Invention
In view of this, embodiments of the present invention provide a service evaluation method and a terminal device, so as to solve the problem that, in the current telephone consultation related to client service change, a customer service cannot give result feedback in time due to low service evaluation efficiency.
A first aspect of an embodiment of the present invention provides a service evaluation method, including:
acquiring service change application information consulted by a client through a service terminal;
evaluating the service change application contained in the service change application information according to a rule engine, and displaying the evaluation result; and the rule engine is established according to the evaluation rule of the service change application.
A second aspect of an embodiment of the present invention provides a service evaluation apparatus, including:
the acquisition unit is used for acquiring service change application information consulted by a client through a service terminal;
the evaluation unit is used for evaluating the service change application contained in the service change application information according to a rule engine and displaying the evaluation result; and the rule engine is established according to the evaluation rule of the service change application.
A third aspect of the embodiments of the present invention provides a service evaluation terminal device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor executes the computer program to implement a method, including:
acquiring service change application information consulted by a client through a service terminal;
evaluating the service change application contained in the service change application information according to a rule engine, and displaying the evaluation result; and the rule engine is established according to the evaluation rule of the service change application.
A fourth aspect of embodiments of the present invention provides a computer-readable storage medium storing a computer program, which when executed by a processor implements a method comprising:
acquiring service change application information consulted by a client through a service terminal;
evaluating the service change application contained in the service change application information according to a rule engine, and displaying the evaluation result; and the rule engine is established according to the evaluation rule of the service change application.
The embodiment of the invention evaluates the business change application by the rule engine by acquiring the business change application information consulted by the client through telephone, displays the evaluation result to the customer service, and the customer service can inform the client through telephone according to the displayed evaluation result and timely give feedback to the client. The embodiment of the invention can finish the evaluation of the service change application in the process of the conversation between the client and the customer service, so that the customer service can immediately inform the client of the result, the working efficiency of the customer service can be improved, the efficiency of the client for handling the service is improved, and the workload of the customer service is reduced.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the embodiments or the prior art descriptions will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without inventive exercise.
Fig. 1 is a flowchart of an implementation of a service evaluation method according to an embodiment of the present invention;
fig. 2 is a flowchart illustrating an implementation of obtaining a service change application in a service evaluation method according to an embodiment of the present invention;
fig. 3 is a flowchart illustrating an implementation of obtaining a service change application in a service evaluation method according to another embodiment of the present invention;
fig. 4 is a flowchart illustrating an implementation of evaluating the service change application by a rule engine in the service evaluation method according to the embodiment of the present invention;
FIG. 5 is a flowchart illustrating an implementation of training a speech recognition model in a business evaluation method according to an embodiment of the present invention;
fig. 6 is a schematic diagram of a service evaluation apparatus provided in an embodiment of the present invention;
fig. 7 is a schematic diagram of a service evaluation terminal device according to an embodiment of the present invention.
Detailed Description
In the following description, for purposes of explanation and not limitation, specific details are set forth, such as particular system structures, techniques, etc. in order to provide a thorough understanding of the embodiments of the invention. It will be apparent, however, to one skilled in the art that the present invention may be practiced in other embodiments that depart from these specific details. In other instances, detailed descriptions of well-known systems, devices, circuits, and methods are omitted so as not to obscure the description of the present invention with unnecessary detail.
In order to explain the technical means of the present invention, the following description will be given by way of specific examples.
Fig. 1 is a flowchart of an implementation of a service evaluation method according to an embodiment of the present invention, which is detailed as follows:
in S101, service change application information consulted by the client is acquired through the service terminal.
In this embodiment, when the client needs to consult or transact a business change, the client can communicate with the customer service through a telephone, and specifically, the client can consult through an automatic voice platform or a manual customer service. In the customer consultation process, the customer can select the customer through a key, a touch screen or voice and the like, and the automatic voice platform and the manual customer service are switched. The service evaluation device in this embodiment may obtain, through the service terminal, the service change application information consulted by the client in the process of communication between the automatic voice platform and the client, or may obtain, through the service terminal, the service change application information consulted by the client in the process of communication between the manual customer service and the client.
The specific service content of the service change application may be different according to different enterprises. For financial enterprises, business change applications include, but are not limited to, temporary withholding and advance payment.
As an embodiment of the present invention, the client may choose to consult through an automatic voice platform, as shown in fig. 2, S101 may include the following steps:
in S201, text information or voice information provided by the customer during the interaction between the customer and the automatic voice platform is obtained through the automatic voice platform.
In this embodiment, when a client interacts with the automatic voice platform, if a user inputs information through a key or a touch screen, the automatic voice platform may store text information input by the user; if the user inputs information through voice, the automatic voice platform can store the voice information input by the user. The service evaluation device can acquire the text information or the voice information stored by the automatic voice platform through the automatic voice platform.
In S202, if the information provided by the client is text information, the service change application information in the text information is acquired.
In this embodiment, after acquiring the text information stored by the automatic voice platform, the service evaluation device extracts service change application information from the text information. Taking the temporary withholding as an example, the service change application information provided from the text information may include information such as a service name, withholding time, withholding amount, and customer identity authentication.
In S203, if the information provided by the client is voice information, the service change application information in the voice information is recognized by a voice recognition model.
In this embodiment, after acquiring the voice information stored by the automatic voice platform, the service evaluation device identifies service change application information in the voice information by using the voice recognition model. The speech recognition Model may be an HMM (hidden markov) speech recognition Model, a GMM-HMM (Gaussian Mixture Model-hidden markov) speech recognition Model, a recurrent neural network-based speech recognition Model, or the like.
As another embodiment of the present invention, the client may choose to consult through manual customer service, as shown in fig. 3, S101 may include the following steps:
in S301, voice information during the interaction between the customer and the man-made customer service telephone is obtained by telephone.
In this embodiment, the voice information includes voice information of the customer and voice information of the customer service. When the customer communicates with the customer service, the customer can record the voice through the telephone, and the service evaluation device acquires the voice information in the telephone interaction process of the customer service and the customer from the telephone. The service evaluation device can also comprise a recording module, and the service evaluation device directly records and stores the voice information of the customer service and the customer at the moment.
In S302, the service change application information in the voice information is recognized through a voice recognition model.
In this embodiment, the voice recognition model recognizes the service change application information included in the voice information of the customer, recognizes the service change application information included in the voice information of the customer service, or recognizes the service change application information by combining the voice information of the customer and the voice information of the customer service. The service evaluation device can convert the service update application information into text information through voice recognition so as to evaluate according to the service update application.
In S102, evaluating the service change application included in the service change application information according to a rule engine, and displaying the evaluation result; and the rule engine is established according to the evaluation rule of the service change application.
In this embodiment, the rule engine may evaluate the service change application according to information of the service change application, such as a service name, a change item, a client identity, and the like. The rule engine comprises change information, change conditions and the like required by various business changes, and can generate corresponding evaluation rules according to the change conditions. The following is a detailed description of two service change applications of temporary withholding and advance payment.
And the user carries out temporary withholding service consultation through an automatic voice platform or a manual customer service. The service change application acquired by the service evaluation device includes customer identity information, contract information, withholding bank account, withholding amount and the like. Firstly, the contract to be consulted by the client is confirmed according to the client identity information or the contract information. And then calling the debt amount detail of the contract to be consulted by the client, and judging whether the temporary withholding application of the client can pass the audit or not by combining the withholding amount, the account balance of the withholding bank account and the current date. If the balance of the withholding bank account is less than the withholding amount, the evaluation result of the temporary withholding application is that the temporary withholding application cannot pass the audit; if the balance of the withholding bank account is larger than or equal to the withholding amount, the evaluation result of the temporary withholding application is approved; and if the current date is later than the disk delivery time of the bank in the current month, the evaluation result of the temporary withholding application cannot pass the audit. And displaying the evaluation result to the customer service staff so that the customer service staff can reply to the client according to the displayed evaluation result. If the evaluation result is that the audit is not passed, the reason of the non-pass audit can be displayed to the customer service, so that the customer service can inform the customer.
And the user carries out service consultation of payment in advance through an automatic voice platform or a manual customer service. The service change application acquired by the service evaluation device comprises client identity information, contract information and advance payment time. Firstly, confirming a contract consulted by a client according to the client identity information or the contract information, and finding the repayment date of the next time that the client is required to repay in the contract. Comparing the repayment date with the current date, if the number of days of the current date ahead of the repayment date is less than 15 days, judging that the evaluation result of the advanced repayment application is not approved, finishing the evaluation and displaying the evaluation result and the reason of not approved to the customer service; if the number of days of the current date ahead of the repayment date is greater than or equal to 15 days, calling the historical credit information of the client according to the client identity information or the contract information, if the historical credit of the client is lower than a preset credit value, the evaluation result of the advanced repayment application is that the customer fails to be audited, and if the historical credit of the client is higher than or equal to the preset credit value, the evaluation result of the advanced repayment application is that the customer can pass the audition. And displaying the evaluation result to a customer service staff.
The embodiment of the invention evaluates the business change application by the rule engine by acquiring the business change application information consulted by the client through telephone, displays the evaluation result to the customer service, and the customer service can inform the client through telephone according to the displayed evaluation result and timely give feedback to the client. The embodiment of the invention can finish the evaluation of the service change application in the process of the conversation between the client and the customer service, so that the customer service can immediately inform the client of the result, the working efficiency of the customer service can be improved, the efficiency of the client for handling the service is improved, and the workload of the customer service is reduced.
As an embodiment of the present invention, the service change application information further includes identification information of the client, as shown in fig. 4, S102 may include the following steps:
in S401, the contract information of the client is searched according to the identification information.
In this embodiment, the identification information may include one or more of a customer phone number, a customer code, an identification card number, and a service code for distinguishing different customers. The service evaluation device can call contract information of the client according to the identification information of the client. The contract information includes all of the contracts of the customer, as well as the specific content of the contracts.
In S402, screening the contract information, and retaining the contract information corresponding to the service change application.
In S403, the service change application is evaluated according to the contract information corresponding to the rule engine and the service change application.
The service evaluation device screens all the exchanged contracts of the client, does not evaluate and display contract information irrelevant to the service change application of the client, and only evaluates the contract information corresponding to the service change application. The specific filtering condition may be, but is not limited to, contract content, contract name, contract label, contract time, and the like. And evaluating and checking the contract applied for the business change through the rule engine, and displaying an evaluation result to customer service staff.
The service change application information also includes indication information of the contract, such as the time or number of the installment loan, the name of the goods consumed by the installment consuming service contract, and the like. When the contracts are screened, the service change application and the contract indication information can be combined for screening so as to accurately obtain the corresponding contracts of the services which the client wants to change.
The screened and retained contract information can be displayed to customer service staff, so that the customer service staff can communicate with the client in time according to the displayed contract, confirm the contract of the client for service change, and improve the communication efficiency.
As an embodiment of the present invention, as shown in fig. 5, before S101, the method may further include:
in S501, a speech recognition model is established.
In S502, keyword voices are acquired; the keyword speech includes a service name included in the service change application information.
In S503, the speech recognition model is trained according to the keyword speech.
In this embodiment, before performing speech recognition on the client and the service, a speech recognition model is first established according to keywords related to a service involved in a communication process between the client and the service and semantic relationships of the keywords. In order to improve the recognition accuracy of the speech recognition model, the speech recognition model can be trained by using speech keywords of customers and/or customer service. Preferably, the speech recognition model can be trained using a large number of keyword speech for customer service with respect to the business. The keyword speech may include a service name, a customer code, a contract period, a common keyword involved in an account service, and the like.
The speech recognition model is trained by utilizing the keyword speech, so that the recognition accuracy of the speech recognition model can be improved, the service evaluation efficiency of the service evaluation device is further improved, and the communication efficiency between customer service and customers is improved.
Further, the speech recognition model is trained by utilizing the speech of customer service, and the speech recognition model which accords with the speech specialties of the customer service of a company is established. Meanwhile, in step S302, the service change application information is recognized by using the voice information of the customer service through the voice recognition model trained by using the voice of the customer service. Compared with adverse factors such as low definition, nonstandard Mandarin and complicated content of customer recording, the voice of customer service has the advantages of accurate content orientation, clear and accurate recording and the like, and the accuracy and the efficiency of voice recognition when business change application information is identified can be effectively improved.
The embodiment of the invention evaluates the business change application by the rule engine by acquiring the business change application information consulted by the client through telephone, displays the evaluation result to the customer service, and the customer service can inform the client through telephone according to the displayed evaluation result and timely give feedback to the client. The embodiment of the invention can finish the evaluation of the service change application in the process of the conversation between the client and the customer service, so that the customer service can immediately inform the client of the result, the working efficiency of the customer service can be improved, the efficiency of the client for handling the service is improved, and the workload of the customer service is reduced.
It should be understood that, the sequence numbers of the steps in the foregoing embodiments do not imply an execution sequence, and the execution sequence of each process should be determined by its function and inherent logic, and should not constitute any limitation to the implementation process of the embodiments of the present invention.
Fig. 6 shows a schematic diagram of a service evaluation device provided in the embodiment of the present invention, corresponding to the service evaluation method described in the above embodiment. For convenience of explanation, only the portions related to the present embodiment are shown.
Referring to fig. 6, the apparatus includes an acquisition unit 61 and an evaluation unit 62.
The obtaining unit 61 is configured to obtain, through the service terminal, service change application information consulted by the client.
An evaluation unit 62, configured to evaluate the service change application included in the service change application information according to a rule engine, and display the evaluation result; and the rule engine is established according to the evaluation rule of the service change application.
Preferably, the obtaining unit 61 is configured to:
acquiring text information or voice information provided by a client in the interaction process of the client and an automatic voice platform through the automatic voice platform;
if the information provided by the client is text information, acquiring the service change application information in the text information;
and if the information provided by the client is voice information, identifying the service change application information in the voice information through a voice recognition model.
Preferably, the obtaining unit 61 is configured to:
acquiring voice information in the interaction process of a client and a manual customer service telephone through a telephone;
and identifying the service change application information in the voice information through a voice identification model.
Preferably, the apparatus further comprises a speech recognition unit. The speech recognition unit is configured to:
establishing the voice recognition model;
acquiring keyword voice; the keyword voice comprises a service name contained in the service change application information;
and training the voice recognition model according to the keyword voice.
Preferably, the service change application information further includes identification information of the client. The evaluation unit 62 is configured to:
searching contract information of the client according to the identification information;
screening the contract information, and reserving the contract information corresponding to the service change application;
and evaluating the business change application according to the contract information corresponding to the rule engine and the business change application.
The embodiment of the invention evaluates the business change application by the rule engine by acquiring the business change application information consulted by the client through telephone, displays the evaluation result to the customer service, and the customer service can inform the client through telephone according to the displayed evaluation result and timely give feedback to the client. The embodiment of the invention can finish the evaluation of the service change application in the process of the conversation between the client and the customer service, so that the customer service can immediately inform the client of the result, the working efficiency of the customer service can be improved, the efficiency of the client for handling the service is improved, and the workload of the customer service is reduced.
Fig. 7 is a schematic diagram of a service evaluation terminal device 7 according to an embodiment of the present invention. As shown in fig. 7, the service evaluation terminal device 7 of this embodiment includes: a processor 70, a memory 71 and a computer program 72, such as a business evaluation program, stored in said memory 71 and executable on said processor 70. The service evaluation terminal 7 may also comprise a display 73. The processor 70, when executing the computer program 72, implements the steps in the various business assessment method embodiments described above, such as the steps 101-102 shown in fig. 1. Alternatively, the processor 70, when executing the computer program 72, implements the functions of the modules/units in the above-mentioned device embodiments, such as the functions of the modules 61 to 62 shown in fig. 6.
Illustratively, the computer program 72 may be partitioned into one or more modules/units that are stored in the memory 71 and executed by the processor 70 to implement the present invention. The one or more modules/units may be a series of computer program instruction segments capable of performing specific functions, which are used to describe the execution process of the computer program 72 in the service evaluation terminal device 7. For example, the computer program 72 may be divided into an acquisition unit and an evaluation unit, each unit having the following specific functions:
and the acquisition unit is used for acquiring the service change application information consulted by the client through the service terminal.
The evaluation unit is used for evaluating the service change application contained in the service change application information according to a rule engine and displaying the evaluation result; and the rule engine is established according to the evaluation rule of the service change application.
The service evaluation terminal device 7 may be a desktop computer, a notebook, a palm computer, a cloud server, or other computing devices. The service evaluation terminal device may include, but is not limited to, a processor 70 and a memory 71. The service evaluation terminal 7 may also comprise a display 73. It will be understood by those skilled in the art that fig. 7 is only an example of the service evaluation terminal device 7, and does not constitute a limitation to the service evaluation terminal device 7, and may include more or less components than those shown, or combine some components, or different components, for example, the service evaluation terminal device may further include an input-output device, a network access device, a bus, and the like.
The Processor 70 may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field-Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic, discrete hardware components, etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
The memory 71 may be an internal storage unit of the service evaluation terminal device 7, such as a hard disk or a memory of the service evaluation terminal device 7. The memory 71 may also be an external storage device of the service evaluation terminal device 7, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like, which are equipped on the service evaluation terminal device 7. Further, the memory 71 may also include both an internal storage unit and an external storage device of the service evaluation terminal device 7. The memory 71 is used for storing the computer program and other programs and data required by the service evaluation terminal device. The memory 71 may also be used to temporarily store data that has been output or is to be output.
It will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-mentioned division of the functional units and modules is illustrated, and in practical applications, the above-mentioned function distribution may be performed by different functional units and modules according to needs, that is, the internal structure of the apparatus is divided into different functional units or modules to perform all or part of the above-mentioned functions. Each functional unit and module in the embodiments may be integrated in one processing unit, or each unit may exist alone physically, or two or more units are integrated in one unit, and the integrated unit may be implemented in a form of hardware, or in a form of software functional unit. In addition, specific names of the functional units and modules are only for convenience of distinguishing from each other, and are not used for limiting the protection scope of the present application. The specific working processes of the units and modules in the system may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the above embodiments, the descriptions of the respective embodiments have respective emphasis, and reference may be made to the related descriptions of other embodiments for parts that are not described or illustrated in a certain embodiment.
Those of ordinary skill in the art will appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus/terminal device and method may be implemented in other ways. For example, the above-described embodiments of the apparatus/terminal device are merely illustrative, and for example, the division of the modules or units is only one logical division, and there may be other divisions when actually implemented, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated modules/units, if implemented in the form of software functional units and sold or used as separate products, may be stored in a computer readable storage medium. Based on such understanding, all or part of the flow of the method according to the embodiments of the present invention may also be implemented by a computer program, which may be stored in a computer-readable storage medium, and when the computer program is executed by a processor, the steps of the method embodiments may be implemented. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain other components which may be suitably increased or decreased as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media which may not include electrical carrier signals and telecommunications signals in accordance with legislation and patent practice.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present invention, and not for limiting the same; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not substantially depart from the spirit and scope of the embodiments of the present invention, and are intended to be included within the scope of the present invention.
Claims (5)
1. A business evaluation method is applied to financial enterprises and is characterized by comprising the following steps:
acquiring service change application information consulted by a client through a service terminal;
evaluating the service change application contained in the service change application information according to a rule engine, and displaying the evaluation result; the rule engine is established according to the evaluation rule of the service change application; the rule engine comprises change information and change conditions required by various service changes, and generates corresponding evaluation rules according to the change conditions;
the service change application information also comprises identification information of a client and indication information of a contract; the evaluating the service change application included in the service change application information according to the rule engine includes:
searching contract information of the client according to the identification information;
screening the contract information by combining the service change application and the contract indication information, and reserving the contract information corresponding to the service change application;
evaluating the business change application according to the contract information corresponding to the rule engine and the business change application;
the acquiring of the service change application information consulted by the client through the service terminal includes:
acquiring text information or voice information provided by a client in the interaction process of the client and an automatic voice platform through the automatic voice platform;
if the information provided by the client is text information, acquiring the service change application information in the text information;
if the information provided by the customer is voice information, identifying the service change application information in the voice information through a voice recognition model;
or the obtaining of the service change application information consulted by the client through the service terminal includes:
acquiring voice information in the interaction process of a client and a manual customer service telephone through a telephone;
and identifying the service change application information in the voice information through a voice identification model.
2. The service evaluation method of claim 1, before said obtaining, by the service terminal, service change application information consulted by the client, further comprising:
establishing a voice recognition model;
acquiring keyword voice; the keyword voice comprises a service name contained in the service change application information;
and training the voice recognition model according to the keyword voice.
3. A business evaluation device applied to financial enterprises is characterized by comprising:
the acquisition unit is used for acquiring service change application information consulted by a client through a service terminal;
the evaluation unit is used for evaluating the service change application contained in the service change application information according to a rule engine and displaying the evaluation result; the rule engine is established according to the evaluation rule of the service change application; the rule engine comprises change information and change conditions required by various service changes, and generates corresponding evaluation rules according to the change conditions;
the service change application information also comprises identification information of a client and indication information of a contract; the evaluating the service change application included in the service change application information according to the rule engine includes:
searching contract information of the client according to the identification information;
screening the contract information by combining the service change application and the contract indication information, and reserving the contract information corresponding to the service change application;
evaluating the business change application according to the contract information corresponding to the rule engine and the business change application;
the acquisition unit is configured to:
acquiring text information or voice information provided by a client in the interaction process of the client and an automatic voice platform through the automatic voice platform;
if the information provided by the client is text information, acquiring the service change application information in the text information;
if the information provided by the customer is voice information, identifying the service change application information in the voice information through a voice recognition model;
the acquisition unit is further configured to:
acquiring voice information in the interaction process of a client and a manual customer service telephone through a telephone;
and identifying the service change application information in the voice information through a voice identification model.
4. A service evaluation terminal comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor implements the steps of the method according to claim 1 or 2 when executing the computer program.
5. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to claim 1 or 2.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710481674.1A CN107172311B (en) | 2017-06-22 | 2017-06-22 | Service evaluation method and terminal equipment |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710481674.1A CN107172311B (en) | 2017-06-22 | 2017-06-22 | Service evaluation method and terminal equipment |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN107172311A CN107172311A (en) | 2017-09-15 |
| CN107172311B true CN107172311B (en) | 2020-06-19 |
Family
ID=59820216
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710481674.1A Expired - Fee Related CN107172311B (en) | 2017-06-22 | 2017-06-22 | Service evaluation method and terminal equipment |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN107172311B (en) |
Families Citing this family (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109246317B (en) * | 2018-07-31 | 2021-12-24 | 平安科技（深圳）有限公司 | User information updating method, system and server |
| CN113555011B (en) * | 2021-07-07 | 2022-05-27 | 广西电网有限责任公司 | Electric power industry customer service center voice translation modeling method, system and medium |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102722539A (en) * | 2012-05-23 | 2012-10-10 | 华为技术有限公司 | Query method and device based on voice recognition |
| CN104202491A (en) * | 2014-09-25 | 2014-12-10 | 北京橙鑫数据科技有限公司 | Method for handling customer service telephone call and device thereof |
| CN104580477A (en) * | 2015-01-14 | 2015-04-29 | 百度在线网络技术（北京）有限公司 | Voice data processing method and device |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20060159241A1 (en) * | 2005-01-20 | 2006-07-20 | Sbc Knowledge Ventures L.P. | System and method for providing an interactive voice recognition system |
| US20090187415A1 (en) * | 2008-01-22 | 2009-07-23 | Andre Labahn | Method and system for validating a service order |
| CN105139184A (en) * | 2015-08-10 | 2015-12-09 | 北京思特奇信息技术股份有限公司 | Diversified data calculation method and diversified data calculation system |
-
2017
- 2017-06-22 CN CN201710481674.1A patent/CN107172311B/en not_active Expired - Fee Related
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102722539A (en) * | 2012-05-23 | 2012-10-10 | 华为技术有限公司 | Query method and device based on voice recognition |
| CN104202491A (en) * | 2014-09-25 | 2014-12-10 | 北京橙鑫数据科技有限公司 | Method for handling customer service telephone call and device thereof |
| CN104580477A (en) * | 2015-01-14 | 2015-04-29 | 百度在线网络技术（北京）有限公司 | Voice data processing method and device |
Also Published As
| Publication number | Publication date |
|---|---|
| CN107172311A (en) | 2017-09-15 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| WO2020177478A1 (en) | Credit-based qualification information auditing method, apparatus and device | |
| US20200175403A1 (en) | Systems and methods for expediting rule-based data processing | |
| CN113093958B (en) | Data processing method and device and server | |
| CN110363411B (en) | Risk control method and device for intelligent recommendation by using speech technology | |
| CN107862425B (en) | Wind control data acquisition method, device and system and readable storage medium | |
| CN111340616A (en) | Method, device, equipment and medium for approving online loan | |
| CN112598513B (en) | Method and device for identifying stockholder risk transaction behaviors | |
| CN108038776A (en) | A kind of data processing method and data processing terminal | |
| CN109670943B (en) | Settlement system, settlement method, computer equipment and storage medium | |
| CN113052676A (en) | Intelligent wind control decision method, device, equipment and readable storage medium | |
| CN107172311B (en) | Service evaluation method and terminal equipment | |
| CN115936895A (en) | Risk assessment method, device and equipment based on artificial intelligence and storage medium | |
| CN113505990A (en) | Enterprise risk assessment method and device, electronic equipment and storage medium | |
| CN112488851A (en) | Method and device for automatically generating salesman grade and electronic equipment | |
| CN108960111B (en) | Face recognition method, face recognition system and terminal equipment | |
| CN115760404A (en) | Stock reduction scheme generation method, system, terminal and storage medium | |
| CN114881739A (en) | Order event processing method and device, electronic equipment and storage medium | |
| US10235719B2 (en) | Centralized GAAP approach for multidimensional accounting to reduce data volume and data reconciliation processing costs | |
| CN112241915A (en) | Loan product generation method and device | |
| CN112598499A (en) | Method and device for determining credit limit | |
| CN111582648A (en) | User policy generation method and device and electronic equipment | |
| US10592980B1 (en) | Systems methods and computer program products for identifying financial accounts utilized for business purposes | |
| US20140058925A1 (en) | Apparatus, method and article to automate and manage formula or asset-based lending in a networked environment | |
| CN113487408A (en) | Information processing method and device | |
| CN116797024A (en) | Service processing method, device, electronic equipment and storage medium |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant | ||
| CF01 | Termination of patent right due to non-payment of annual fee |
Granted publication date: 20200619 Termination date: 20210622 |
|
| CF01 | Termination of patent right due to non-payment of annual fee |