CN112183417A - Business consultant service capability evaluation system and method - Google Patents
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Abstract
The invention relates to the field of real estate, in particular to a system and a method for evaluating the service ability of a place consultant, wherein the system comprises the following components: the input module is used for acquiring a video image acquired by the camera; the processing module is used for receiving the video image and extracting the human body image of the employment consultant from the video image according to a moving object detection algorithm and a face recognition algorithm; the database is used for pre-storing a model to be tested and a standard sample model; the judging module is used for receiving the human body image of the employment consultant, extracting the region of interest from the human body image according to the model to be tested in the database, judging whether the region of interest meets the standard sample model or not according to an image comparison algorithm, and if the region of interest does not meet the standard sample model, generating prompt information; the output module is used for receiving and outputting the prompt message; by adopting the scheme, the problem of low evaluation result representativeness can be solved.
Description
Technical Field
The invention relates to the field of real estate, in particular to a system and a method for evaluating the service capability of a place consultant.
Background
The business consultant is a comprehensive talent which guides a client to purchase through the field service at a building sales place, promotes the sales of the building and provides the client with professional and consultant service for investment and business placement. As a communication bridge in house transaction, the service ability of a business consultant is always the most important point in the real estate sales industry; however, how to evaluate the ability of the live advisor is a comprehensive problem and a pain point for the industry to make decision choices.
In contrast, chinese patent publication No. CN108960587A discloses a method for evaluating service quality of a marketing advisor, which includes the following steps: sending an evaluation page to the client for a user to evaluate a job placement advisor according to the evaluation page; and when an evaluation result fed back by the client is received, determining a target employment advisor according to the evaluation result, and updating evaluation data associated with the target employment advisor.
By adopting the scheme, the online evaluation can be carried out on the past service of the live advisor by receiving the evaluation result fed back by the client; similar to a questionnaire survey. However, the working efficiency of the evaluation method is low, and the value of the evaluation result is easily limited by the recovery rate and the efficiency; in addition, since the evaluation result ignores the real service process of the presence advisor, the presence advisor cannot be objectively evaluated, and the evaluation result is low in representativeness.
Disclosure of Invention
The invention aims to provide a business consultant service capability evaluation system and method, which can evaluate the problem with low representativeness of results.
The basic scheme provided by the invention is as follows: a employment advisor service capability evaluation system comprising:
the input module is used for acquiring a video image acquired by the camera;
the processing module is used for receiving the video image and extracting the human body image of the employment consultant from the video image according to a moving object detection algorithm and a face recognition algorithm;
the database is used for pre-storing a model to be tested and a standard sample model;
the judging module is used for receiving the human body image of the employment consultant, extracting the region of interest from the human body image according to the model to be tested in the database, judging whether the region of interest meets the standard sample model or not according to an image comparison algorithm, and if the region of interest does not meet the standard sample model, generating prompt information;
and the output module is used for receiving and outputting the prompt message.
The working principle and the advantages of the invention are as follows:
in the scheme, a camera is arranged at a building selling place, a video image is collected by the camera in real time and is sent to an input module in the system, and then a human body image of a business consultant is extracted from the video image by a processing module according to a moving object detection algorithm and a face recognition algorithm; because the to-be-tested model and the standard sample model are pre-stored in the database, the corresponding interested region can be extracted from the human body image of the employment consultant through the judging module according to the to-be-tested model, and whether the interested region is consistent with the standard sample model or not is judged according to the image comparison algorithm to generate prompt information; thereby achieving the purpose of guiding the business consultant to unify the service standard and improving the sales capability.
Compared with the existing business placement consultant evaluated in the form of questionnaire survey, the scheme can evaluate the standardization of the business placement consultant selling process according to the field image, not only can save most of labor cost, simplify the operation flow, and achieve the aims of guiding the business placement consultant to unify the service standard and improving the selling capacity; and the real service process of the employment consultant can be combined for objective evaluation, so that the representativeness of the evaluation result is improved.
Further, the models to be tested include a hair model and a dressing model.
Has the advantages that: the appearance instrument in the service process of the business consultant is very important, and the inspection of the appearance instrument mainly comprises hair style and emphasis; the hair model and the dressing model are pre-stored in the database, so that the corresponding region of interest can be detected and extracted from the human body image conveniently in the follow-up process.
Further, the database is also used for pre-storing historical face images of the employment consultant and corresponding identity information to generate a mapping relation table; and the processing module is also used for carrying out identity recognition on the employment consultant in the video image according to the historical human face image.
Has the advantages that: historical face information of the business consultant prestored in the database can be used as a face recognition sample, so that the processing module can directly recognize the face according to the corresponding sample.
Further, the moving object detection algorithm adopts an inter-frame difference method, and the image comparison algorithm adopts a perceptual hash algorithm.
Has the advantages that: the principle of the interframe difference method is simple, the calculated amount is relatively small, and a moving target in a video image can be quickly detected; the perceptual hash algorithm is also a method for searching similar pictures and has the characteristic of high processing speed.
Further, the system also comprises a sound acquisition module used for acquiring the sound information of the employment consultant; the processing module is used for receiving and processing the sound information to generate character information; and judging whether the text information is standard or not.
Has the advantages that: in the scheme, the service advisor can evaluate the appearance instrument of the service advisor, collect and identify the voice information communicated with the client by the service advisor, judge whether the voice information meets the standard or not, unify the service standard from all aspects and improve the comprehensive capacity.
Further, the judging module is further configured to judge whether the voice message is mandarin according to a voice recognition algorithm.
Has the advantages that: the system is convenient to detect and judge whether the professional consultant says Putonghua in the process of client communication, and improves the sales capability and the specialty.
Further, the system also comprises a relation binding module and a first camera arranged at a doorway of a building; and the relation binding module is used for receiving the human body image of the employment consultant and the human body image of the client which are acquired by the first camera, and carrying out relation binding if the distance information between the human body image of the employment consultant and the human body image of the client is less than a preset threshold value.
Has the advantages that: usually, when a customer arrives at the door of a building, a corresponding business consultant will meet the business consultant; for the business consultant, the client is the resource which the client claims, and the service is required to be provided for the client; the relationship binding can be determined and carried out by judging the distance between the two images.
Further, the system also comprises cameras arranged on each exhibition stand; the acquisition module is also used for receiving the image information acquired by each camera and storing the image information into a database; and the judging module is also used for judging whether the clients bound by the employment consultant in the accompanying relationship go to each exhibition stand according to the human body images in each image information.
Has the advantages that: the client image information can be collected through the cameras arranged on the exhibition stands in the building sales department, and the relationship binding module binds the client and the service consultant in charge of service; the judgment module can determine whether the business consultant accompanies the client according to the image information.
The invention also provides a method for evaluating the service ability of the employment consultant, which comprises the following steps:
s1, acquiring a video image acquired by the camera;
s2, receiving the video image, and extracting the human body image of the live advisor from the video image according to a moving object detection algorithm and a face recognition algorithm;
s3, receiving the human body image of the employment consultant, extracting an interested region from the human body image according to the model to be tested in the database, judging whether the interested region meets the standard sample model or not according to an image comparison algorithm, and if the interested region does not meet the standard sample model, generating prompt information;
s4, outputting prompt information;
has the advantages that: the technical scheme can evaluate the normalization of the marketing advisor in the marketing process according to the field image, not only can save most of labor cost and simplify the operation flow, but also can achieve the aims of guiding the marketing advisor to unify the service standard and improving the marketing capacity; and the real service process of the employment consultant can be combined for objective evaluation, so that the representativeness of the evaluation result is improved.
Further, the moving object detection algorithm in step S2 adopts an inter-frame difference method.
Has the advantages that: the interframe difference method adopted in the scheme is simple in principle, relatively small in calculated amount and convenient for quickly detecting the moving target in the video image.
Drawings
FIG. 1 is a system diagram of a first embodiment of a business advisor service capability evaluation system and method of the present invention.
FIG. 2 is a flowchart illustrating a first embodiment of a system and method for evaluating a capacity of a live advisor service.
Detailed Description
The following is further detailed by the specific embodiments:
example one
As shown in FIG. 1, a professional advisor service capability evaluation system comprises:
the input module is used for acquiring a video image acquired by the camera;
the database is used for pre-storing a model to be tested and a standard sample model; wherein: the model to be tested comprises a hair model and a dressing model;
the processing module is used for receiving the video image and extracting the human body image of the employment consultant from the video image according to a moving object detection algorithm and a face recognition algorithm; the moving object detection algorithm is similar to the existing interframe difference method, and in order to identify whether the moving object detection algorithm is a business consultant, the database is also used for pre-storing historical face images of the business consultant and corresponding identity information to generate a mapping relation table; the processing module is also used for carrying out identity recognition on the employment consultant in the video image according to the historical human face image; the processing logic is similar to the existing Haikangwei face recognition algorithm, which is the prior art and is not described in detail herein.
The judging module is used for receiving the human body image of the employment consultant, extracting the region of interest from the human body image according to the model to be tested in the database, judging whether the region of interest meets the standard sample model or not according to an image comparison algorithm, and if the region of interest does not meet the standard sample model, generating prompt information; specifically, the principle of extracting the region of interest is similar to the existing deep learning face detection algorithm, and the eyes, eyebrows, nose, mouth and the like on the face can be tracked and positioned; in the scheme, the model to be tested is a plurality of hair models and dressing models which are prestored in the database, so that characteristic areas (hair and dressing) of the human body image of a service consultant can be searched and positioned according to the existing hair models and dressing models, and an interested area is obtained; then, comparing the region of interest with a standard sample model according to the existing perceptual hash algorithm, specifically, reducing the size of the image to 8 × 8, and totally 64 pixel points; converting the zoomed image into a gray image, calculating the gray average value of all pixel points in the gray image, comparing the gray value of each pixel point with the gray average value, if the gray value of the pixel point is greater than or equal to the gray average value, marking the pixel point as 1, and if the gray value of the pixel point is less than the gray average value, marking as 0; combining the comparison results of 64 pixel points together to form a 64-bit binary integer, thereby obtaining a hash value; and calculating a Hamming distance (the Hamming distance between two character strings with equal length is the number of different characters at the corresponding positions of the two character strings) according to the Hash value of the reference image and the Hash value of the interested area, if the Hamming distance is smaller than a preset threshold (the threshold is 5 in the embodiment), calculating how many data bits are different in a 64-bit binary integer, if the number of different data bits is not more than 5, indicating that the two pictures are very similar, indicating that the interested area is similar to a standard sample model, and generating prompt information comprising 'dressing conforming requirements' and 'hair conforming requirements'.
Finally, the output module receives and outputs corresponding prompt information; thereby evaluating the normative of the sales process of the professional consultant; the purposes of guiding the business consultant to unify the service standard and improving the sales capability are achieved.
In other embodiments, the system further comprises a sound acquisition module for acquiring sound information of the live advisor; the processing module is used for receiving and processing the sound information to generate character information; judging whether the text information is standard or not; the judging module is used for judging whether the employment consultant uses Mandarin to communicate in the sale process or not and judging whether the voice information is the Mandarin according to a voice recognition algorithm; the speech recognition algorithm adopts the existing science news flying speech recognition algorithm, mainly uses deep learning technology to train a network model, and adopts a large amount of marked mandarin speech and non-mandarin speech to train the network model, namely the speech information recognition work can be completed through the successfully trained network model; this technique is prior art and will not be described herein.
A method for evaluating the service ability of a professional consultant is disclosed, the basic execution flow of the system based on the method is shown in FIG. 2, the embodiment specifically comprises the following steps:
s1, acquiring a video image acquired by the camera;
s2, receiving the video image, and extracting the human body image of the live advisor from the video image according to a moving object detection algorithm and a face recognition algorithm; specifically, in order to facilitate fast detection of a moving object in the video image, the moving object detection algorithm in step S2 adopts an inter-frame difference method;
s3, receiving the human body image of the employment consultant, extracting an interested region from the human body image according to the model to be tested in the database, judging whether the interested region meets the standard sample model or not according to an image comparison algorithm, and if the interested region does not meet the standard sample model, generating prompt information;
and S4, outputting the prompt message.
Example two
Compared with the first embodiment, the system is different only in that the system further comprises a first camera arranged at the doorway of the building; the relationship binding module is used for receiving the human body images of the employment consultant and the human body images of the client, which are acquired by the first camera, and performing relationship binding if the distance information between the human body images of the employment consultant and the human body images of the client is less than a preset threshold (the threshold is 20 cm); similarly, each exhibition stand is provided with a camera and an acquisition module respectively, and is also used for receiving image information acquired by each camera and storing the image information in a database; and the judging module is also used for judging whether the clients bound by the employment consultant in the accompanying relationship go to each exhibition stand according to the human body images in each image information.
Typically, a place counselor will wait at the door of the building and claim a new customer as its own resources responsible for providing services to the customer; the two relations can be bound through the human body image at the stage; then, acquiring client image information through cameras arranged on all exhibition stands in the retail building, wherein the relationship binding module binds the client with a service consultant in charge of service; whether the entrepreneur accompanies the client can be determined through the judging module according to the image information; it is convenient to detect and standardize the reception and service flow of the business counselor.
EXAMPLE III
Compared with the first embodiment, the difference is that the processing module is also used for receiving the video image and positioning the employment consultant in the video image according to the face recognition algorithm and the historical face image of the employment consultant pre-stored in the database; the judging module is also used for receiving and processing the human body image of the employment consultant and the human body image of the client in the video image, and if the distance information between the human body image of the employment consultant and the human body image of the client is greater than a threshold value (30cm), the judgment module judges that the employment consultant does not have a service client currently; if a plurality of human body images of the employment consultants exist in the video image, judging the spacing distance between the human body images of the employment consultants, extracting the human face image of the employment consultant with the spacing distance smaller than a threshold value (20cm), matching corresponding identity information from a database according to the human face image, and recording the identity information as a suspected chatting state; receiving and processing the current voice information of the employment advisor through a processing module, converting the current voice information into text information according to the processing of a voice recognition algorithm, extracting and judging the text information of the employment advisor suspected to be chatty, and judging that the employment advisor does not have chatty if the repetition degree of the text information is greater than a first threshold (80%); on the contrary, if the repetition degree of the text information is lower than a second threshold value (20%), the possibility that the operation consultant is chatting is judged to be high, gyroscope information of a handheld terminal (such as a tablet personal computer) of the operation consultant is judged, if the gyroscope information changes, a microphone of the handheld terminal is opened, whether voice information of a client exists or not is judged through the microphone, and if the voice of the client exists, the operation consultant is communicating with the client and does not chat; otherwise, defining that the business consultant is chatting; alternatively, if the degree of repetition is within the first threshold and the second threshold interval (i.e., 20% < degree of repetition < 80%), then it is determined that the presentation of the word by the consultant is problematic.
The processing module is also used for judging the facial image of the client according to the facial expression detection model which is trained successfully in advance, if the facial expression is frown, the client is judged to possibly need help, and position information is generated; the system also comprises a recommendation module, a service counselor and a service manager, wherein the recommendation module is used for acquiring identity information of the service counselor in chatting, sending position information to the service counselor and prompting the service counselor to go to a client who is waited for help;
and the processing module is also used for identifying the text information of the business replacement advisor, judging whether the problem is solved or not according to the text information, if the text information comprises 'please wait', extracting the business replacement advisor information bound with the relation of the client, and prompting the business replacement advisor to service the client.
By adopting the scheme, the working state of the employment counselor in the case field can be accurately judged, and the employment counselor in an idle state can be judged by combining the camera in the case field and the image and voice collected by the handheld terminal of the employment counselor; prompt such a presence advisor to assist and service clients in the arena in a timely manner to avoid client loss.
The foregoing is merely an example of the present invention, and common general knowledge in the field of known specific structures and characteristics is not described herein in any greater extent than that known in the art at the filing date or prior to the priority date of the application, so that those skilled in the art can now appreciate that all of the above-described techniques in this field and have the ability to apply routine experimentation before this date can be combined with one or more of the present teachings to complete and implement the present invention, and that certain typical known structures or known methods do not pose any impediments to the implementation of the present invention by those skilled in the art. It should be noted that, for those skilled in the art, without departing from the structure of the present invention, several changes and modifications can be made, which should also be regarded as the protection scope of the present invention, and these will not affect the effect of the implementation of the present invention and the practicability of the patent. The scope of the claims of the present application shall be determined by the contents of the claims, and the description of the embodiments and the like in the specification shall be used to explain the contents of the claims.
Claims (10)
1. A live advisor service capability evaluation system, comprising:
the input module is used for acquiring a video image acquired by the camera;
the processing module is used for receiving the video image and extracting the human body image of the employment consultant from the video image according to a moving object detection algorithm and a face recognition algorithm;
the database is used for pre-storing a model to be tested and a standard sample model;
the judging module is used for receiving the human body image of the employment consultant, extracting the region of interest from the human body image according to the model to be tested in the database, judging whether the region of interest meets the standard sample model or not according to an image comparison algorithm, and if the region of interest does not meet the standard sample model, generating prompt information;
and the output module is used for receiving and outputting the prompt message.
2. The live advisor service capability evaluation system as in claim 1, wherein: the model to be tested comprises a hair model and a dressing model.
3. The live advisor service capability evaluation system as in claim 1, wherein: the database is also used for pre-storing historical face images of the employment consultant and corresponding identity information to generate a mapping relation table; and the processing module is also used for carrying out identity recognition on the employment consultant in the video image according to the historical human face image.
4. The live advisor service capability evaluation system as in claim 1, wherein: the moving object detection algorithm adopts an interframe difference method, and the image comparison algorithm adopts a perceptual hash algorithm.
5. The live advisor service capability evaluation system as in claim 1, wherein: the system also comprises a sound acquisition module used for acquiring the sound information of the business consultant; the processing module is used for receiving and processing the sound information to generate character information; and judging whether the text information is standard or not.
6. The live advisor service capability evaluation system as in claim 5, wherein: the judging module is also used for judging whether the voice information is mandarin according to a voice recognition algorithm.
7. The live advisor service capability evaluation system as in claim 1, wherein: the system also comprises a first camera arranged at a doorway of a building; and the relationship binding module is used for receiving the human body images of the employment consultant and the human body images of the client, which are acquired by the first camera, and performing relationship binding if the distance information between the human body images of the employment consultant and the human body images of the client is less than a preset threshold value.
8. The live advisor service capability evaluation system as in claim 7, wherein: the system also comprises cameras arranged on the exhibition stands; the acquisition module is also used for receiving the image information acquired by each camera and storing the image information into a database; and the judging module is also used for judging whether the clients bound by the employment consultant in the accompanying relationship go to each exhibition stand according to the human body images in each image information.
9. A method for evaluating the service ability of a professional consultant is characterized by comprising the following steps:
s1, acquiring a video image acquired by the camera;
s2, receiving the video image, and extracting the human body image of the live advisor from the video image according to a moving object detection algorithm and a face recognition algorithm;
s3, receiving the human body image of the employment consultant, extracting an interested region from the human body image according to the model to be tested in the database, judging whether the interested region meets the standard sample model or not according to an image comparison algorithm, and if the interested region does not meet the standard sample model, generating prompt information;
and S4, outputting the prompt message.
10. The live advisor service capability evaluation method as claimed in claim 9, wherein: the moving object detection algorithm in step S2 adopts an inter-frame difference method.
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| Publication number | Priority date | Publication date | Assignee | Title |
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