CN112069832A - Quality inspection method, quality inspection device and computer readable storage medium for voice call - Google Patents
Quality inspection method, quality inspection device and computer readable storage medium for voice call Download PDFInfo
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Abstract
The application provides a quality inspection method, a quality inspection device and a computer readable storage medium for voice call. The method comprises the following steps: acquiring voice call data of a call person; screening out target sentences from the voice call data according to quality inspection rules; and under the condition that the target sentence comprises the preset words to be subjected to quality inspection, performing syntactic analysis on the target sentence to determine the emotional attitude of the conversation personnel to the preset words, wherein the emotional attitude comprises a positive attitude and a negative attitude. According to the method, the obtained voice call data of the call personnel are screened through the quality inspection rule, the target sentence is screened out, when the target sentence comprises the preset word to be subjected to quality inspection, after the target sentence is subjected to syntactic analysis, the emotional attitude of the call personnel to the preset word can be accurately determined through the syntactic analysis, and the accuracy of intelligent quality inspection is further improved.
Description
Technical Field
The application relates to the field of intelligent quality inspection, in particular to a quality inspection method, a quality inspection device, a computer readable storage medium and a processor of voice call.
Background
At present, the intelligent quality inspection system is widely used, and manpower can be effectively saved. The intelligent quality inspection system is applied to industries and is suitable for the technical industries of large-scale knowledge processing, natural language understanding, knowledge management, automatic question answering systems, reasoning and the like. The intelligent semantic quality inspection system is used for performing targeted service inspection on a large number of existing call texts in the industry, and is divided into two categories of rule quality inspection and semantic quality inspection.
For the regular quality inspection, the corresponding quality inspection task is completed for the keywords and the logic combination of the keywords by writing a mode similar to a regular expression. However, in the process of performing quality inspection service, since the rule quality inspection is rigid, the keywords for quality inspection need to be exhausted, otherwise semantic expansion cannot be performed, and some keywords are modified by using negative words, which causes problems in use and causes low accuracy of quality inspection.
For semantic quality inspection, quality inspection tasks are performed in a semantic mode, and the semantic mode is generally completed in the industry through classification. The quality inspection mode cannot understand the sentence logic structure of the text, and the accuracy of quality inspection is not high.
The above information disclosed in this background section is only for enhancement of understanding of the background of the technology described herein and, therefore, certain information may be included in the background that does not form the prior art that is already known in this country to a person of ordinary skill in the art.
Disclosure of Invention
The present application mainly aims to provide a quality inspection method, a quality inspection device, a computer-readable storage medium, and a processor for voice call, so as to solve the problem of low accuracy of intelligent quality inspection in the prior art.
According to an aspect of the embodiments of the present invention, there is provided a quality inspection method for a voice call, including: acquiring voice call data of a call person; screening out target sentences from the voice call data according to quality inspection rules; and under the condition that the target sentence comprises a preset word to be subjected to quality inspection, performing syntactic analysis on the target sentence to determine the emotional attitude of the conversation personnel to the preset word, wherein the emotional attitude comprises a positive attitude and a negative attitude.
Optionally, screening out a target sentence from the voice call data according to a quality inspection rule, including: acquiring the quality inspection rule; and performing rule quality inspection on the voice call data by using the quality inspection rule to screen out the target statement.
Optionally, after a target sentence is screened out from the voice call data according to a quality inspection rule, in a case that the target sentence includes a predetermined word to be quality inspected, performing syntax analysis on the target sentence to determine an emotional attitude of the call person to the predetermined word, the method further includes: acquiring the preset words; determining whether the predetermined word is included in the target sentence.
Optionally, when the target sentence includes a predetermined word to be quality checked, after performing syntactic analysis on the target sentence to determine an emotional attitude of the caller on the predetermined word, the method further includes: and displaying the emotional attitude on a display interface.
Optionally, when the target sentence includes a predetermined word to be quality checked, performing syntactic analysis on the target sentence to determine an emotional attitude of the caller on the predetermined word, including: performing the syntactic analysis on the target sentence to generate a sentence structure of the target sentence; and determining the emotional attitude of the caller to the predetermined words according to the sentence structure.
Optionally, the call taker includes a customer service person, and acquiring voice call data of the call taker includes: acquiring the voice call data of the customer service personnel; under the condition that the target sentence comprises a predetermined word to be subjected to quality inspection, performing syntactic analysis on the target sentence to determine the emotional attitude of the calling person to the predetermined word, wherein the syntactic analysis comprises the following steps: and under the condition that the target sentence comprises a predetermined word to be subjected to quality inspection, performing syntactic analysis on the target sentence to determine the emotional attitude of the customer service personnel to the predetermined word.
According to another aspect of the embodiments of the present invention, there is also provided a quality inspection method for voice calls, including: the first acquisition unit is used for acquiring voice call data of a call person; the screening unit is used for screening out target sentences from the voice call data according to quality inspection rules; and the analysis unit is used for performing syntactic analysis on the target sentence under the condition that the target sentence comprises the preset words to be subjected to quality inspection so as to determine the emotional attitude of the conversation personnel on the preset words, wherein the emotional attitude comprises a positive attitude and a negative attitude.
According to still another aspect of embodiments of the present invention, there is also provided a computer-readable storage medium including a stored program, wherein the program executes any one of the methods.
According to still another aspect of the embodiments of the present invention, there is further provided a processor, configured to execute a program, where the program executes any one of the methods.
In the embodiment of the invention, firstly, voice call data of a call person is acquired, then, a target sentence is screened from the voice call data, the screened target sentence is screened according to a quality inspection rule, when the target sentence comprises a preset word to be subjected to quality inspection, the target sentence is subjected to syntactic analysis, the emotional attitude of the call person to the preset word can be determined, and the emotional attitude is determined to be positive attitude or negative attitude. According to the method, the obtained voice call data of the call personnel are screened through the quality inspection rule, the target sentence is screened out, when the target sentence comprises the preset word to be subjected to quality inspection, after the target sentence is subjected to syntactic analysis, the emotional attitude of the call personnel to the preset word can be accurately determined through the syntactic analysis, and the accuracy of intelligent quality inspection is further improved.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this application, illustrate embodiments of the application and, together with the description, serve to explain the application and are not intended to limit the application. In the drawings:
fig. 1 is a flow chart illustrating a quality inspection method for a voice call according to an embodiment of the present application; and
fig. 2 is a schematic structural diagram of a quality inspection apparatus for voice call according to an embodiment of the present application.
Detailed Description
It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict. The present application will be described in detail below with reference to the embodiments with reference to the attached drawings.
In order to make the technical solutions better understood by those skilled in the art, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only partial embodiments of the present application, but not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
It should be noted that the terms "first," "second," and the like in the description and claims of this application and in the drawings described above are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It should be understood that the data so used may be interchanged under appropriate circumstances such that embodiments of the application described herein may be used. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
It will be understood that when an element such as a layer, film, region, or substrate is referred to as being "on" another element, it can be directly on the other element or intervening elements may also be present. Also, in the specification and claims, when an element is described as being "connected" to another element, the element may be "directly connected" to the other element or "connected" to the other element through a third element.
As mentioned in the background, the intelligent quality inspection in the prior art is not accurate, and in order to solve the above problems, in an exemplary embodiment of the present application, a quality inspection method, a quality inspection apparatus, a computer-readable storage medium, and a processor for voice call are provided.
According to the embodiment of the application, a quality inspection method for voice call is provided. Fig. 1 is a flowchart of a quality inspection method for a voice call according to an embodiment of the present application. As shown in fig. 1, the method comprises the steps of:
step S101, voice call data of a call person is obtained;
step S102, according to quality inspection rules, screening out target sentences from the voice call data;
step S103, under the condition that the target sentence comprises the preset word to be inspected, performing syntactic analysis on the target sentence to determine the emotional attitude of the caller to the preset word, wherein the emotional attitude comprises a positive attitude and a negative attitude.
In the method, firstly, voice call data of a call person is obtained, then, a target sentence is screened from the voice call data, the screened target sentence is screened according to a quality inspection rule, when the target sentence comprises a preset word to be subjected to quality inspection, the target sentence is subjected to syntactic analysis, the emotional attitude of the call person to the preset word can be determined, and the emotional attitude is determined to be positive attitude or negative attitude. According to the method, the obtained voice call data of the call personnel are screened through the quality inspection rule, the target sentence is screened out, when the target sentence comprises the preset word to be subjected to quality inspection, after the target sentence is subjected to syntactic analysis, the emotional attitude of the call personnel to the preset word can be accurately determined through the syntactic analysis, and the accuracy of intelligent quality inspection is further improved.
It should be noted that the steps illustrated in the flowcharts of the figures may be performed in a computer system such as a set of computer-executable instructions and that, although a logical order is illustrated in the flowcharts, in some cases, the steps illustrated or described may be performed in an order different than presented herein.
In an embodiment of the present application, the screening of the target sentence from the voice call data according to the quality inspection rule includes: and acquiring the quality inspection rule, and performing rule quality inspection on the voice call data by using the quality inspection rule to screen out the target statement. In the embodiment, the target statement can be accurately screened out through the obtained quality inspection rule, and the high accuracy of the target statement is ensured.
In another embodiment of the present application, after a target sentence is screened from the voice call data according to a quality inspection rule, and when the target sentence includes a predetermined word to be quality inspected, the target sentence is subjected to syntax analysis to determine an emotional attitude of the caller with respect to the predetermined word, the method further includes: and acquiring the preset words, and determining whether the preset words are included in the target sentence. According to the scheme, whether the target sentence comprises the preset words or not can be determined by obtaining the preset words, and the target sentence can be accurately analyzed in the following process when the target sentence comprises the preset words, so that the accuracy of intelligent quality inspection is further improved.
It should be noted that the predetermined word may be any feasible predetermined word, for example, "voice," "call," "computer," or "car," etc., and may also be any other feasible predetermined word, and those skilled in the art may select a suitable predetermined word according to the actual situation.
In another embodiment of the present application, when the target sentence includes a predetermined word to be quality checked, after performing syntax analysis on the target sentence to determine an emotional attitude of the caller with respect to the predetermined word, the method further includes: and displaying the emotional attitude on a display interface. The emotion attitude of the talking personnel to the preset words can be displayed on the display interface, and the talking personnel can know the emotion attitude of the talking personnel to the preset words at present.
In another embodiment of the present application, when the target sentence includes a predetermined word to be quality checked, performing syntax analysis on the target sentence to determine an emotional attitude of the caller to the predetermined word, includes: and performing the syntactic analysis on the target sentence to generate a sentence structure of the target sentence, and determining the emotional attitude of the caller on the predetermined word according to the sentence structure. In the embodiment, the target sentence is subjected to syntactic analysis, and the sentence structure of the target sentence is generated, so that the emotional attitude of the call personnel to the predetermined words can be more accurately determined, and the accuracy of intelligent quality inspection is further improved.
In a specific embodiment of the present application, the call participants include customer service personnel, and the acquiring of the voice call data of the call participants includes: acquiring the voice call data of the customer service staff, and performing syntactic analysis on the target sentence under the condition that the target sentence comprises a predetermined word to be quality tested so as to determine the emotional attitude of the caller on the predetermined word, wherein the method comprises the following steps: and under the condition that the target sentence comprises the predetermined words to be subjected to quality inspection, performing syntactic analysis on the target sentence to determine the emotional attitude of the customer service personnel to the predetermined words. In the embodiment, the emotional attitude of the customer service personnel to the predetermined words can be more accurately determined, and the accuracy of intelligent quality inspection of the voice call data of the customer service personnel is further improved.
The embodiment of the present application further provides a quality inspection device for voice call, and it should be noted that the quality inspection device for voice call of the embodiment of the present application can be used to execute the quality inspection method for voice call provided by the embodiment of the present application. The following describes a quality inspection apparatus for voice call provided in an embodiment of the present application.
Fig. 2 is a schematic diagram of a quality inspection apparatus for voice calls according to an embodiment of the present application. As shown in fig. 2, the apparatus includes:
a first obtaining unit 10, configured to obtain voice call data of a call taker;
a screening unit 20, configured to screen out a target sentence from the voice call data according to a quality inspection rule;
the analysis unit 30, when the target sentence includes a predetermined word to be quality checked, performs syntax analysis on the target sentence to determine an emotional attitude of the caller to the predetermined word, where the emotional attitude includes a positive attitude and a negative attitude.
In the device, the first obtaining unit obtains voice call data of a call person, the screening unit screens out target sentences from the voice call data, the screening target sentences are screened according to the quality inspection rule, and the analyzing unit performs syntactic analysis on the target sentences when the target sentences comprise predetermined words to be quality inspected, so that the emotional attitude of the call person to the predetermined words can be determined, and the emotional attitude is determined to be positive attitude or negative attitude. In the device, through the quality inspection rule, the voice call data of the obtained call personnel are screened, the target sentence is screened out, when the target sentence comprises the preset word to be inspected, after the target sentence is subjected to syntactic analysis, the emotional attitude of the call personnel to the preset word can be accurately determined through the syntactic analysis, and the accuracy of intelligent quality inspection is further improved.
In an embodiment of the application, the screening unit includes a first obtaining module and a screening module, the first obtaining module is configured to obtain the quality inspection rule, and the screening module is configured to perform rule quality inspection on the voice call data by using the quality inspection rule to screen out the target sentence. In the embodiment, the target statement can be accurately screened out through the obtained quality inspection rule, and the high accuracy of the target statement is ensured.
In another embodiment of the present application, the apparatus further includes a second obtaining unit and a determining unit, the second obtaining unit is configured to, after a target sentence is screened from the voice call data according to a quality inspection rule, perform syntactic analysis on the target sentence when the target sentence includes a predetermined word to be quality inspected, so as to obtain the predetermined word before determining an emotional attitude of the caller with respect to the predetermined word, and the determining unit is configured to determine whether the target sentence includes the predetermined word. According to the scheme, whether the target sentence comprises the preset words or not can be determined by obtaining the preset words, and the target sentence can be accurately analyzed in the following process when the target sentence comprises the preset words, so that the accuracy of intelligent quality inspection is further improved.
It should be noted that the predetermined word may be any feasible predetermined word, for example, "voice," "call," "computer," or "car," etc., and may also be any other feasible predetermined word, and those skilled in the art may select a suitable predetermined word according to the actual situation.
In another embodiment of the present application, the apparatus further includes a display unit, where the display unit is configured to, when the target sentence includes a predetermined word to be quality-checked, perform syntax analysis on the target sentence to determine an emotional attitude of the speaker with respect to the predetermined word, and then display the emotional attitude on a display interface. The emotion attitude of the talking personnel to the preset words can be displayed on the display interface, and the talking personnel can know the emotion attitude of the talking personnel to the preset words at present.
In yet another embodiment of the present application, the analysis unit includes a generation module and a determination module, the generation module is configured to perform the syntactic analysis on the target sentence to generate a sentence structure of the target sentence, and the determination module is configured to determine the emotional attitude of the speaker with respect to the predetermined word according to the sentence structure. In the embodiment, the target sentence is subjected to syntactic analysis, and the sentence structure of the target sentence is generated, so that the emotional attitude of the call personnel to the predetermined words can be more accurately determined, and the accuracy of intelligent quality inspection is further improved.
In a specific embodiment of the application, the call taker includes a customer service taker, the first obtaining unit includes a second obtaining module, the second obtaining module is configured to obtain the voice call data of the customer service taker, the analyzing unit includes an analyzing module, and the analyzing module is configured to perform syntax analysis on the target sentence when the target sentence includes a predetermined word to be subjected to quality inspection, so as to determine an emotional attitude of the customer service taker to the predetermined word. In the embodiment, the emotional attitude of the customer service personnel to the predetermined words can be more accurately determined, and the accuracy of intelligent quality inspection of the voice call data of the customer service personnel is further improved.
In order to make the technical solutions of the present application more clearly understood by those skilled in the art, the technical solutions and technical effects of the present application will be described below with reference to specific embodiments.
Examples
The customer service personnel are in voice communication with the customer, and the customer speaks: "do i want to transact a financial product of a precious company, you can guarantee me? ", the customer service personnel replies: "this is not a guarantee, but a financing. "
Acquiring voice call data of customer service personnel;
screening out target sentences from the voice call data according to quality inspection rules;
compared with the prior art, the voice call data is determined to be not only financial, but also understanding is regarded as negative attitude, and the result is opposite to the original sentence meaning, or the voice call data is determined to be guaranteed but not financial, although the semantic similarity is high, judgment cannot be carried out, the target sentence is analyzed in the application, the sentence structure of the target sentence is generated, the sentence structure is 'this is not guaranteed', and 'this is financial', and the emotional attitude of the customer service personnel to the predetermined word can be determined to be positive attitude.
According to the scheme, the voice call data of the customer service personnel are screened through the quality inspection rule, the target sentences are screened out, when the target sentences comprise the preset words to be subjected to quality inspection, after the target sentences are analyzed, the emotional attitudes of the customer service personnel on the preset words can be determined, and then the accuracy of intelligent quality inspection is improved.
The quality inspection device for voice calls comprises a processor and a memory, wherein the first acquisition unit, the screening unit, the analysis unit and the like are stored in the memory as program units, and the processor executes the program units stored in the memory to realize corresponding functions.
The processor comprises a kernel, and the kernel calls the corresponding program unit from the memory. The kernel can be set to be one or more than one, and the accuracy of intelligent quality inspection is improved by adjusting kernel parameters.
The memory may include volatile memory in a computer readable medium, Random Access Memory (RAM) and/or nonvolatile memory such as Read Only Memory (ROM) or flash memory (flash RAM), and the memory includes at least one memory chip.
The embodiment of the invention provides a storage medium, wherein a program is stored on the storage medium, and the program realizes the quality inspection method of the voice call when being executed by a processor.
The embodiment of the invention provides a processor, which is used for running a program, wherein the quality inspection method of the voice call is executed when the program runs.
The embodiment of the invention provides equipment, which comprises a processor, a memory and a program which is stored on the memory and can run on the processor, wherein when the processor executes the program, at least the following steps are realized:
step S101, voice call data of a call person is obtained;
step S102, according to quality inspection rules, screening out target sentences from the voice call data;
step S103, under the condition that the target sentence comprises the preset word to be inspected, performing syntactic analysis on the target sentence to determine the emotional attitude of the caller to the preset word, wherein the emotional attitude comprises a positive attitude and a negative attitude.
The device herein may be a server, a PC, a PAD, a mobile phone, etc.
The present application further provides a computer program product adapted to perform a program of initializing at least the following method steps when executed on a data processing device:
step S101, voice call data of a call person is obtained;
step S102, according to quality inspection rules, screening out target sentences from the voice call data;
step S103, under the condition that the target sentence comprises the preset word to be inspected, performing syntactic analysis on the target sentence to determine the emotional attitude of the caller to the preset word, wherein the emotional attitude comprises a positive attitude and a negative attitude.
In the above embodiments of the present invention, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
In the embodiments provided in the present application, it should be understood that the disclosed technology can be implemented in other ways. The above-described embodiments of the apparatus are merely illustrative, and for example, the above-described division of the units may be a logical division, and in actual implementation, there may be another division, for example, multiple units or components may be combined or may be 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, units or modules, and may be in an electrical 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 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 unit may be stored in a computer-readable storage medium if it is implemented in the form of a software functional unit and sold or used as a separate product. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the above methods according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a removable hard disk, a magnetic or optical disk, and other various media capable of storing program codes.
From the above description, it can be seen that the above-described embodiments of the present application achieve the following technical effects:
1) the quality inspection method of the voice call comprises the steps of firstly, obtaining voice call data of a call person, then screening target sentences from the voice call data, screening the target sentences according to quality inspection rules, carrying out syntactic analysis on the target sentences when the target sentences comprise preset words to be quality inspected, determining the emotional attitude of the call person to the preset words, and determining whether the emotional attitude is positive attitude or negative attitude. According to the method, the obtained voice call data of the call personnel are screened through the quality inspection rule, the target sentence is screened out, when the target sentence comprises the preset word to be subjected to quality inspection, after the target sentence is subjected to syntactic analysis, the emotional attitude of the call personnel to the preset word can be accurately determined through the syntactic analysis, and the accuracy of intelligent quality inspection is further improved.
2) The quality inspection device for the voice call comprises a first acquisition unit, a screening unit, an analysis unit and a judgment unit, wherein the first acquisition unit acquires voice call data of a call person, the screening unit screens target sentences from the voice call data, the screening target sentences are screened according to quality inspection rules, the analysis unit performs syntactic analysis on the target sentences when the target sentences comprise predetermined words to be subjected to quality inspection, the emotion attitude of the call person to the predetermined words can be determined, and the emotion attitude is determined to be positive attitude or negative attitude. In the device, through the quality inspection rule, the voice call data of the obtained call personnel are screened, the target sentence is screened out, when the target sentence comprises the preset word to be inspected, after the target sentence is subjected to syntactic analysis, the emotional attitude of the call personnel to the preset word can be accurately determined through the syntactic analysis, and the accuracy of intelligent quality inspection is further improved.
The above description is only a preferred embodiment of the present application and is not intended to limit the present application, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present application shall be included in the protection scope of the present application.
Claims (10)
1. A quality inspection method of a voice call is characterized by comprising the following steps:
acquiring voice call data of a call person;
screening out target sentences from the voice call data according to quality inspection rules;
and under the condition that the target sentence comprises a preset word to be subjected to quality inspection, performing syntactic analysis on the target sentence to determine the emotional attitude of the conversation personnel to the preset word, wherein the emotional attitude comprises a positive attitude and a negative attitude.
2. The method of claim 1, wherein screening the voice call data for target sentences according to quality control rules comprises:
acquiring the quality inspection rule;
and performing rule quality inspection on the voice call data by using the quality inspection rule to screen out the target statement.
3. The method of claim 1, wherein after screening out a target sentence from the voice call data according to a quality inspection rule, in a case that the target sentence includes a predetermined word to be quality inspected, the target sentence is subjected to syntactic analysis to determine an emotional attitude of the caller to the predetermined word, and the method further comprises:
acquiring the preset words;
determining whether the predetermined word is included in the target sentence.
4. The method of claim 1, wherein in a case that the target sentence includes a predetermined word to be quality-checked, after performing syntactic analysis on the target sentence to determine an emotional attitude of the speaker to the predetermined word, the method further comprises:
and displaying the emotional attitude on a display interface.
5. The method of claim 1, wherein in the case that the target sentence includes a predetermined word to be quality checked, performing syntactic analysis on the target sentence to determine the emotional attitude of the caller on the predetermined word comprises:
performing the syntactic analysis on the target sentence to generate a sentence structure of the target sentence;
and determining the emotional attitude of the caller to the predetermined words according to the sentence structure.
6. The method according to any one of claims 1 to 5, wherein the call taker comprises a customer service person, and the obtaining of voice call data of the call taker comprises: acquiring the voice call data of the customer service personnel;
under the condition that the target sentence comprises a predetermined word to be subjected to quality inspection, performing syntactic analysis on the target sentence to determine the emotional attitude of the calling person to the predetermined word, wherein the syntactic analysis comprises the following steps: and under the condition that the target sentence comprises a predetermined word to be subjected to quality inspection, performing syntactic analysis on the target sentence to determine the emotional attitude of the customer service personnel to the predetermined word.
7. A quality inspection apparatus for voice communication, comprising:
the first acquisition unit is used for acquiring voice call data of a call person;
the screening unit is used for screening out target sentences from the voice call data according to quality inspection rules;
and the analysis unit is used for performing syntactic analysis on the target sentence under the condition that the target sentence comprises the preset words to be subjected to quality inspection so as to determine the emotional attitude of the conversation personnel on the preset words, wherein the emotional attitude comprises a positive attitude and a negative attitude.
8. The apparatus of claim 7, wherein the screening unit comprises:
the first acquisition module is used for acquiring the quality inspection rule;
the screening module is used for carrying out rule quality inspection on the voice call data by utilizing the quality inspection rule; and screening out the target statement.
9. A computer-readable storage medium, characterized in that the storage medium comprises a stored program, wherein the program performs the method of any one of claims 1 to 6.
10. A processor, characterized in that the processor is configured to run a program, wherein the program when running performs the method of any of claims 1 to 6.
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113223532A (en) * | 2021-04-30 | 2021-08-06 | 平安科技（深圳）有限公司 | Quality inspection method and device for customer service call, computer equipment and storage medium |
| CN113674765A (en) * | 2021-08-18 | 2021-11-19 | 中国联合网络通信集团有限公司 | Voice customer service quality inspection method, device, equipment and storage medium |
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2020
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113223532A (en) * | 2021-04-30 | 2021-08-06 | 平安科技（深圳）有限公司 | Quality inspection method and device for customer service call, computer equipment and storage medium |
| CN113223532B (en) * | 2021-04-30 | 2024-03-05 | 平安科技（深圳）有限公司 | Quality inspection method and device for customer service call, computer equipment and storage medium |
| CN113674765A (en) * | 2021-08-18 | 2021-11-19 | 中国联合网络通信集团有限公司 | Voice customer service quality inspection method, device, equipment and storage medium |
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