CN116703325A - Quality inspection method, device and medium for chat records - Google Patents
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Abstract
The invention discloses a quality inspection method for chat records, which is applied to a quality inspection terminal, and comprises the following steps: receiving a quality inspection starting signal and selecting a quality inspection type; selecting chat records under the quality inspection type, and inputting quality inspection comments in a popped quality inspection input dialog box; the quality inspection opinion is sent to a system end, so that the system end can establish a quality inspection record table according to the quality inspection opinion, the established quality inspection record table is sent to an auditing end, the auditing end receives the established quality inspection record table, inputs the auditing opinion, sends the auditing end to the system end, and receives the auditing end, judges the auditing result and updates the quality inspection type and reports the quality inspection data after the auditing result passes. The invention perfects the whole process closed loop of the enterprise WeChat session content archiving function service, and realizes the seamless connection from session storage to quality inspection process.
Description
Technical Field
The invention relates to the field of quality inspection of chat records, in particular to a quality inspection method, device and medium for chat records.
Background
With the rapid development of the internet, the instant messaging tool is also becoming popular with enterprises, and the enterprises also tend to introduce products through the instant messaging tool when clients communicate. This also presents a number of problems, including irregular use of the instant messaging tool by the enterprise personnel, and problems with trench phone technology, which can easily lead to customer aversion, especially in banking.
Currently, session chat record management in the market is basically divided into three types:
1. and (3) not controlling: without or without control, the customer manager cannot be controlled and managed on the communication tool usage specification.
The client manager and the client do not do any effective management guidance, behavior specification or effective limitation on the management type tool through monitoring on the use of the instant messaging tool, so that the risk hidden danger is extremely high.
2. Regulatory method: the client manager actions are dredged and guided by relevant management guidelines, action rules, operation manuals or specifications in a pure offline manner.
If the client manager does not have good professional literacy or is incongruous due to personal negligence and the like, the client manager does not have the non-compliance behavior in the communication process of the client, and the client manager cannot monitor the client manager in time to perform effective early warning and processing. The service quality of the bank is greatly reduced, and the client cannot obtain high-quality service.
3. The localization storage method comprises the following steps: the session records are stored online, and the session chat records are led offline through training management guidance, namely, the session chat records are locally stored after being pulled by calling enterprise micro APIs, and the client manager behaviors are subjected to standard dredging and guiding in an offline training and led mode.
Also in banking, the customer is not of any individual, as it belongs to a private resource of the bank. When the client manager communicates under the line, the disagreement of the client is caused to cause the loss of the bank client, and the bank client can not be monitored and processed effectively in time through the system, so that the service quality of the bank is reduced, the supervision of the client manager is further enhanced, and the behavior rules and chatting techniques of the client manager are standardized.
Disclosure of Invention
In order to solve the technical problems, the invention provides a quality inspection method, a quality inspection device and a quality inspection medium for chat records.
Specifically, the technical scheme of the invention is as follows:
a quality inspection method for chat records is applied to a quality inspection end and comprises the following steps:
receiving a quality inspection starting signal and selecting a quality inspection type;
selecting chat records under the quality inspection type, and inputting quality inspection comments in a popped quality inspection input dialog box;
The quality inspection opinion is sent to a system end, so that the system end can establish a quality inspection record table according to the quality inspection opinion, the established quality inspection record table is sent to an auditing end, the auditing end receives the established quality inspection record table, inputs the auditing opinion, sends the auditing end to the system end, and receives the auditing end, judges the auditing result and updates the quality inspection type and reports the quality inspection data after the auditing result passes.
The quality inspection terminal selects the quality inspection type, fills in the quality inspection opinion, and the system terminal creates a quality inspection record table according to the quality inspection opinion and sends the quality inspection record table to the auditing terminal for auditing. The enterprise WeChat session content archiving function service full-process closed loop is perfected, seamless connection from session storage to quality inspection process is realized, supervision capability of enterprises on employee chatting operation is improved, behaviors of client managers are more easily standardized, enterprise image is improved, enterprise management burden is reduced, and working efficiency is improved. And a certain evidence is provided for the events such as customer complaints or legal disputes.
In some embodiments, the entering of the quality inspection opinion in the popped quality inspection entry dialog box includes the steps of:
and according to time searching and/or event searching, locating to chat records of the required quality inspection, and recording the quality inspection opinion.
The chat records are searched through time and/or time, so that the workload of quality inspection personnel is reduced, and the working efficiency is improved.
In some embodiments, the selecting the chat log under the quality inspection type includes the steps of:
when the quality inspection type is early warning quality inspection, selecting chat records for triggering sensitive word warning when a client manager communicates with a client;
and when the quality inspection type is global retrieval quality inspection, selecting a historical chat record stored by the system.
Through the early warning quality inspection, the client manager can be reminded of triggering the sensitive words when the client manager communicates with the client, so that the behavior of the client manager is standardized, and the enterprise image is further improved.
In some embodiments, when the quality inspection type is early warning quality inspection, selecting a chat record that triggers a sensitive word alert when a client manager communicates with the client, and further includes:
and when the alarm record is inquired to start the early warning quality inspection, the alarm record is automatically generated when a client manager chatts with the client to trigger a sensitive word alarm.
In some embodiments, when the quality inspection type is global search quality inspection, the selecting the historical chat record stored by the system specifically includes:
querying all the historical chat records of the client manager and the client, and selecting a single chat record or a plurality of chat records to start the global retrieval quality inspection.
A quality inspection method for chat records is applied to a system end and comprises the following steps:
receiving quality inspection comments sent by a quality inspection end, wherein the quality inspection comments are received by the quality inspection end and input in a popped quality inspection input dialog box after the quality inspection type is selected and chat records under the quality inspection type are selected;
creating the quality inspection record table according to the quality inspection opinion;
transmitting the created quality inspection record list to an auditing end so that the auditing end can audit the created quality inspection record list and input auditing comments;
and receiving the quality inspection record table after the inspection sent by the inspection terminal, and updating the quality inspection type and reporting the quality inspection data when the inspection result meets the specification.
And the system end receives the quality inspection record table after the inspection sent by the inspection end, and updates the quality inspection type and reports the quality inspection data when the inspection result accords with the rule. And the quality inspection data is reported to the upper-level supervisor, so that the upper-level supervisor is convenient to manage, and the staff activity is improved. The quality inspection data is provided for banking departments of supervision, compliance, law and the like, and related inspection can be conveniently carried out.
In some embodiments, after receiving the quality inspection record table after the auditing is finished and sent by the auditing end, and before updating the quality inspection type and reporting the quality inspection data when the auditing result meets the rule, the method further includes the steps of:
judging whether the auditing result meets the specification;
and if the auditing result does not accord with the rule, rejecting the quality inspection record list after the auditing is finished.
And whether the auditing result meets the specification is judged by the system end, so that the behavior of the auditing personnel can be standardized, the events of the auditing personnel due to the conclusion under subjective factors are reduced, and the working efficiency is improved.
In some embodiments, before the creating the quality inspection record table, the method further includes the steps of:
the context of the chat log is queried based on time search and/or event search locations.
A quality inspection method for chat records is applied to an auditing end and comprises the following steps:
receiving a quality inspection record table which is sent by a system end and is created by the system end according to the quality inspection opinion which is sent by the quality inspection end, and recording in a popped quality inspection recording dialog box after the quality inspection opinion is received by the quality inspection end and a quality inspection starting signal, the quality inspection type is selected and the chat record under the quality inspection type is selected;
And sending the quality inspection record table after the inspection to the system end so that the system end can receive the quality inspection record table after the inspection and judge the inspection result, and after the inspection result passes, updating the quality inspection type and reporting the quality inspection data.
In some embodiments, the step of entering the audit opinion includes the steps of:
and positioning to chat records needing auditing according to time searching and/or event searching, and recording the auditing opinions.
A quality inspection device for chat logs, comprising:
the quality inspection terminal is used for receiving a quality inspection starting signal, selecting a quality inspection type, selecting a chat record under the quality inspection type, and inputting quality inspection comments in a popped quality inspection input dialog box;
the system end is connected with the quality inspection end and is used for receiving the quality inspection comments, creating a quality inspection record list according to the quality inspection comments and sending the quality inspection record list to the auditing end;
the auditing end is connected with the system end and is used for receiving the created quality inspection record list, inputting auditing comments and sending the quality inspection record list after auditing to the system end;
and the system end receives the quality inspection record table after the inspection is finished, judges the inspection result, and updates the quality inspection type and reports the quality inspection data after the inspection result passes.
The invention also provides a computer medium, on which a computer program is stored, wherein the program is executed to implement the quality inspection method for chat records.
Compared with the prior art, the invention has at least one of the following beneficial effects:
1. the chat records of the client manager and the client are automatically stored in real time through the system, and are supervised, so that the behavior of the client manager is restrained, and the conversation process when the client manager communicates with the user is standardized. The quality inspection terminal selects the quality inspection type, fills in the quality inspection opinion, and the system terminal creates a quality inspection record table according to the quality inspection opinion and sends the quality inspection record table to the auditing terminal for auditing. The enterprise WeChat session content archiving function service full-process closed loop is perfected, seamless connection from session storage to quality inspection process is realized, supervision capability of enterprises on employee chatting operation is improved, behaviors of client managers are more easily standardized, enterprise image is improved, enterprise management burden is reduced, and working efficiency is improved. And a certain evidence is provided for the events such as customer complaints or legal disputes.
2. Through a quality inspection workflow mechanism, when a client manager communicates with a user, a system automatically gives an alarm to prompt the client manager to trigger the sensitive word alarm and restrict own behaviors, so that the enterprise image is further improved, and the behaviors of the client manager are standardized. And the quality inspection data is reported to the upper-level supervisor, so that the upper-level supervisor is convenient to manage, and the staff activity is improved. The quality inspection data is provided for banking departments of supervision, compliance, law and the like, and related inspection can be conveniently carried out.
Drawings
The above features, technical features, advantages and implementation of the present invention will be further described in the following description of preferred embodiments with reference to the accompanying drawings in a clear and easily understood manner.
FIG. 1 is a flow chart of one embodiment of a quality inspection method for chat logs of the invention;
FIG. 2 is a flow chart of one embodiment of a quality check method for chat logs of the invention;
FIG. 3 is a flow chart of one embodiment of a quality check method for chat logs of the invention;
FIG. 4 is a flow chart of another embodiment of a quality check method for chat logs of the invention;
fig. 5 is a block diagram of one embodiment of a quality inspection device for chat logs in accordance with the invention.
Reference numerals in the drawings: a quality testing end 100; a system end 200; and an auditing end 300.
Detailed Description
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the following description will explain the specific embodiments of the present invention with reference to the accompanying drawings. It is evident that the drawings in the following description are only examples of the invention, from which other drawings and other embodiments can be obtained by a person skilled in the art without inventive effort.
For simplicity of the drawing, only the parts relevant to the application are schematically shown in each drawing, and they do not represent the actual structure thereof as a product. Additionally, in order to simplify the drawing for ease of understanding, components having the same structure or function in some of the drawings are shown schematically with only one of them, or only one of them is labeled. Herein, "a" means not only "only this one" but also "more than one" case.
It should be further understood that the term "and/or" as used in the present specification and the appended claims refers to any and all possible combinations of one or more of the associated listed items, and includes such combinations.
In this context, it should be noted that the terms "mounted," "connected," and "connected" are to be construed broadly, and may be, for example, fixedly connected, detachably connected, or integrally connected, unless explicitly stated or limited otherwise; can be mechanically or electrically connected; can be directly connected or indirectly connected through an intermediate medium, and can be communication between two elements. The specific meaning of the above terms in the present application will be understood in specific cases by those of ordinary skill in the art.
In addition, in the description of the present application, the terms "first," "second," and the like are used merely to distinguish between descriptions and are not to be construed as indicating or implying relative importance.
It should be noted that the above embodiments can be freely combined as needed. The foregoing is merely a preferred embodiment of the present application and it should be noted that modifications and adaptations to those skilled in the art may be made without departing from the principles of the present application, which are intended to be comprehended within the scope of the present application.
In one embodiment, as shown in fig. 1, the present application provides a quality inspection method for chat records, applied to a quality inspection terminal, including:
s100, receiving a quality inspection starting signal and selecting a quality inspection type.
Specifically, before starting quality inspection, a customer manager needs to initiate an enterprise micro account number to create a service application from an OAS (OfficeAutomation System, OAS) end, fill in complete application information, and examine and approve by a head office main and a branch main secondary line where the applicant is located, an OA system manager configures the enterprise micro account number according to an application form, and the enterprise micro manager sends enterprise micro information joining invitation to the applicant. After the customer manager completes the creation of the enterprise micro account, the customer is logged in the mobile terminal to add the customer, after the customer agrees to the addition application, the automatic pushing system pre-sets welcome and enterprise micro-letter marketing authorization links in the industry, and after the customer completes the marketing authorization, the customer manager can formally provide relevant information services for the customer.
The system not only can automatically synchronize session chat records of both parties in real time and save the session, but also can automatically send sensitive behavior early warning prompts or sensitive word interception, for example, if the content sent by the client manager contains forbidden words, the message can not be successfully sent to the client; if the content contains sensitive words, the pre-sending system automatically carries out sensitive word prompt, and a client manager can choose to cancel sending or continue sending according to the prompt.
When the client manager sends information with the client, the client manager sends a content trigger sensitive word prompt, and no matter the client manager selects to continue sending or select to withdraw sending, the system generates an alarm record and sends the alarm information to the client manager to prompt the client manager to trigger sensitive word alarm.
After the quality inspection starting signal is received by the quality inspection end, the alarm record generated by the system is inquired, and the alarm record is classified as early warning quality inspection.
S110, selecting chat records under the quality inspection type, and inputting quality inspection comments in the popped quality inspection input dialog box.
Specifically, after classifying the alarm record as early warning quality inspection, the quality inspection end selects the chat record of the client manager and the client to be in a popped quality inspection input dialog box, checks the context of the chat record of the client manager and the client, finds the chat record with a tendency of sensitive words (for example, the client manager mentions the confidential information of a bank), inputs the quality inspection opinion, and indicates which information the client manager mentions in communication with the user is sensitive to.
S120, sending quality inspection comments to the system end so that the system end can establish a quality inspection record table according to the quality inspection comments and send the established quality inspection record table to the auditing end, the auditing end receives the established quality inspection record table and inputs the auditing comments and sends the auditing end to the system end, and the system end receives the auditing end and judges the auditing result, and updates the quality inspection type and reports the quality inspection data after the auditing result passes.
Specifically, the quality inspection end sends quality inspection comments and quality inspection type early warning quality inspection to the system end, and after the system end receives the quality inspection comments, a quality inspection record table is created and marked as early warning quality inspection. After the quality inspection record table is built, the system sends the quality inspection record table to the auditing end. And the auditing end receives the quality inspection record table and checks chat record context of a client manager and a client in the quality inspection record table and quality inspection comments given by the quality inspection end. If the auditing opinion and the quality inspection opinion given by the auditing end are consistent, the auditing opinion of the client manager triggering the sensitive word is considered to be recorded into the quality inspection record list and sent to the system end. And the system receives the checked quality inspection record list, judges whether the checked result accords with the rule, and prevents too many subjective colors. After the auditing result passes, the system reports the quality inspection data to the record, and updates the quality inspection type to be early warning quality inspection.
In this embodiment, all chat records are recorded and stored in real time when the client manager and the client introduce related information. When the quality inspection end receives a quality inspection starting signal, selecting different quality inspection types according to actual conditions, for example, triggering a sensitive word prompt when a client manager is communicating with a client, selecting early warning quality inspection, and starting a quality inspection flow; if the quality inspection end needs to conduct spot check on the stored chat records, selecting global search quality inspection, and starting a quality inspection flow. Both types of quality inspection processes are the same, with global retrieval of quality inspection examples. The quality inspection terminal selects the quality inspection type as global retrieval quality inspection, clicks the chat record of the client manager A, pops up a quality inspection input dialog box, displays the chat record on the left side of the quality inspection input dialog box, and supports quality inspection opinion input on the right side. The quality inspection end searches a certain chat record of the client manager A as 'products of our banks are bought but not bought', and the chat record violates the relevant regulation of the client manager and the client communication, so that the attitude is very bad. The quality inspection terminal inputs quality inspection comments on the right side of the quality inspection input dialogue span: the word "you love not buy" has a strong hold, and needs to be listed in the sensitive word stock. And the quality inspection end sends the quality inspection opinion and the quality inspection type global retrieval quality inspection to the system end.
After receiving the quality inspection opinion, the system creates a quality inspection record table B and marks the type as global retrieval quality inspection. After the quality inspection record list B is established, the system end sends the quality inspection record list B to the auditing end, and the auditing end clicks the quality inspection record list B to pop up a dialog box of the quality inspection record list B. The left side of the dialog box of the quality inspection record table B is the chat record context of the client manager A, and the right side is the quality inspection opinion and supports the input of the audit opinion. The auditing terminal checks the chat record of the client manager A, namely 5 words of 'products of our banks are bought but not bought', and quality inspection comments 'you are bought but not bought', has strong looking-away color, and is required to be listed in a sensitive word stock, and also considers that the chat record of the client manager A has problems after the chat record of the client manager A is required to be listed in the sensitive word stock, and gives auditing comments: chat records of the client manager A seriously violate relevant regulations, the word of 'you love buying without buying' needs to be listed in a sensitive word stock, and the auditing opinion is the same as the quality inspection opinion. The quality inspection end sends the inspected quality inspection record list B to the system end, the system end judges the inspected result of the quality inspection record list B, and inspects whether the inspected opinion accords with relevant regulations, such as the format of the inspected opinion, and the system end searches the chat record context of the client manager A according to time and compares the chat record of the inspected result, so as to ensure that the inspected chat record is identical to the chat record of the quality inspection. After the auditing result of the system end to the quality inspection record list B passes, reporting the sensitive word 'you love buying not buying' to obtain a sensitive word library, updating the quality inspection type of the sensitive word 'you love buying not buying' to global retrieval quality inspection, and reporting quality inspection data (such as synchronous record quality inspection pen number, spot inspection pen number, quality inspection compliance number, spot inspection proportion, quality inspection passing rate, rechecking completion rate, rechecking passing rate and the like) to a higher-level administrative department.
The sensitive words in this embodiment are only an example for easy understanding, and do not represent that the use is necessarily required in practical situations.
In one embodiment, the present invention provides a quality inspection method for chat records, which selects a chat record under the quality inspection type based on the above embodiment, and inputs quality inspection comments in a pop-up quality inspection input dialog box, and further includes:
s111, when the quality inspection type is early warning quality inspection, selecting chat records for triggering sensitive word warning when a client manager communicates with the client.
Specifically, when the quality inspection end inquires the alarm record of the sensitive word alarm triggered by the chat between the client manager and the client, the quality inspection end selects the chat record of the sensitive word alarm triggered by the chat between the client manager and the client, for example, when the client manager A communicates with the client, a sensitive language (for example, "you love buying not buying") is sent, at the moment, the system end generates an alarm record and reminds the client manager A, the message sent by you is very unfriendly, please withdraw ", the quality inspection end can inquire the alarm record generated by the system end, and the quality inspection end locates to the chat record of the sensitive language sent by the client manager A through the alarm record and inputs the quality inspection opinion.
And S112, when the quality inspection type is global retrieval quality inspection, selecting a historical chat record stored by the system.
Specifically, when the quality inspection end wants to inquire all chat records of all client managers, the quality inspection type is selected as global retrieval quality inspection, so that the historical chat records of all client managers stored in the system can be inquired. For example, the quality inspector may want to query the historical chat log of the customer manager A, B, C, click the storage button of the three-digit chat log by the quality inspection end, and the chat log may select a single or multiple pieces to query the three-digit customer manager for sensitive comments and enter quality inspection comments.
S113, locating to chat records of the required quality inspection according to time searching and/or event searching, and inputting the quality inspection opinion.
Specifically, when the quality inspection end performs global search quality inspection, the quality inspection personnel clicks chat records of the client manager A, and the quality inspection end displays all chat records with the client since the client manager enters the office. The certification personnel may search for a specific chat log by a time search or an event search, for example, querying the client manager a's chat log with the client on month 22 of 2020 for whether the client manager a has a sensitive utterance on the current day. Or inquiring the chat record of the client manager A and the client in the financial event B, and inquiring whether the client manager A has a sensitive language in the event. Or the verification personnel can conduct limited search through two conditions of the event and the time, search related chat records and conduct entry of quality inspection comments.
In one embodiment, as shown in fig. 2, the present invention provides a quality inspection method for chat records, applied to a system side, including:
and S200, receiving quality inspection comments sent by the quality inspection end, receiving a quality inspection starting signal by the quality inspection end, selecting a quality inspection type and recording chat under the quality inspection type, and recording in a popped quality inspection recording dialog box.
Specifically, the system receives the quality inspection opinion sent by the quality inspection end, the quality inspection opinion is that the quality inspection end receives a quality inspection starting signal, a quality inspection type (such as early warning quality inspection) and a chat record under the selected quality inspection type are selected and recorded in a popped quality inspection recording frame, the left side in the quality inspection recording frame is a chat record of a client manager and a client, the context of the chat record of the client manager and the client can be searched and inquired according to time and/or event, and the quality inspection opinion is recorded in the right side aiming at the chat record with sensitive word tendency, for example, the chat record with the sensitive word tendency is 'the annual rate of our financial product is 50%', but actually not, the false propaganda is related to the client manager, and a quality inspection staff can mark 'the 50%' of our financial product as important point, and the quality inspection opinion is recorded in the right side dialog box.
Furthermore, if the quality inspection end sends the quality inspection opinion, the quality inspection opinion is found to be supplemented, and the system end can return the quality inspection opinion to the quality inspection end.
S210, creating a quality inspection record table according to the quality inspection opinion.
Specifically, after receiving the quality inspection opinion, the system creates a quality inspection record table according to the quality inspection opinion. For example, the system receives the quality inspection opinion of the chat record that the annual rate of the financial product is 50%, the chat record may relate to a false propaganda, the system creates a quality inspection record table according to the chat record may relate to the false propaganda, the left side of the quality inspection record table is the chat record with the tendency of sensitive words and the quality inspection opinion aiming at the chat record, namely, the left side is the chat record that the annual rate of the financial product is 50%, and the side is the quality inspection opinion that the chat record may relate to the false propaganda, and the right side is an input frame of the audit opinion.
S220, the created quality inspection record list is sent to an auditing end, so that the auditing end can audit the created quality inspection record list and input auditing comments.
Specifically, the system end sends the created quality inspection record list to the auditing end, so that the auditing end audits chat records and quality inspection opinions with sensitive word trends in the created quality inspection record list, and records audit opinions aiming at the quality inspection opinions. For example, the left side of the created quality inspection record table is a chat record of 50% of the annual rate of our financial products, and beside the chat record, the quality inspection opinion may relate to false propaganda, and the auditing end audits the quality inspection record table according to the comparison of 50% of the annual rate of our financial products and the actual annual rate of the financial products, and the client manager is actually in false propaganda, so that the auditing opinion is recorded, namely the client manager is in false propaganda, and the auditing opinion is consistent with the quality inspection opinion. Of course, if the auditor considers that the client manager is not in false propaganda, the auditor opinion can be input, namely, the client manager is not in false propaganda, the real annual rate of the financial product is 50%, and the quality inspection opinion given by the quality inspection end is wrong.
And S230, receiving the quality inspection record table after the inspection sent by the inspection end, updating the quality inspection type and reporting the quality inspection data when the inspection result meets the rule.
Specifically, the system end receives the quality inspection record list after the inspection sent by the inspection end, checks whether the inspection result accords with the regulations (such as the format of the inspection result, etc.), updates the quality inspection type of the quality inspection process when the inspection result accords with the regulations, and reports the quality inspection data (such as chat records with sensitive word tendency, quality inspection comments, etc.) to the upper-level manager of the client manager, the related department manager of the headquarter, etc.
This embodiment is a preferred embodiment, assuming that customer manager A, B has entered half a year, the quality inspector prepares a chat record of two people of spot check customer manager A, B. And after the quality inspection personnel clicks a quality inspection starting button on the quality inspection end and the quality inspection end receives a quality inspection starting signal, selecting the quality inspection type as global retrieval quality inspection. And querying all chat records with the clients since the client manager A, B enters the job according to the historical chat records of all client managers under the global retrieval quality inspection type. The quality inspection end inquires the chat record of the client manager a with a client on the 12 th month 22 of 2020, and discovers that the client manager a sends the chat record with the defamation client by looking at the context of the chat record of the current day, "do you have money? Also want to know financial products, "do you have money" in chat records by quality inspectors? It is also intended to know that the financial product "right side entry quality inspection opinion" defamation does not respect the customer ". The quality inspection end inquires the chat record of a client manager B and a client in the financial event C, finds out that a chat record with sensitive word tendency is problematic for financial products C, please not purchase, and quality inspection personnel consider that the chat record is problematic and give a quality inspection opinion of "defamation of company products". Thus, the quality inspection end sends two quality inspection opinions to the system end, and the system end creates a quality inspection record table for client manager a and client manager B according to the two quality inspection opinions, and records a sensitive word chat record of client manager a on the record table respectively, "do you have money? It is also intended to know that "and quality inspection opinion" defamation does not respect the customer ", and that" the financial product C is problematic "is recorded in the chat of the sensitive word of the customer manager B, please not purchase" and quality inspection opinion "defamation company product". The system end sends the two established quality inspection record tables to an auditing end for auditing, and the auditing end checks the quality inspection record table of the client manager A according to the chatting record' is you money? The financial product and the quality inspection opinion are defaced and not respected the client, the quality inspection opinion is not problematic, and the client manager A does not regard the client; the quality inspection record list of the client manager B is checked, and the ' financial product C has problems ' according to the chat record, please not buy ' and the ' quality inspection opinion ' defaults company product ' to-be-checked opinion ' is checked by inquiring the memo of the financial event C, when the financial product C does have problems, the client manager B processes no problems, and the chat record does not need to be listed in the chat record with the sensitive words.
The auditing end sends the two quality inspection record tables after auditing to the system end, the system end checks the auditing result, updates the quality inspection process of the client manager A into global retrieval quality inspection, and returns the quality inspection process with the auditing result of the client manager B to the quality inspection end. The system end reports the sensitive chat record, the quality inspection opinion, the auditing opinion and other data of the client manager A, B, and the quality inspection end or the auditing end can count and push the data, and synchronously records the quality inspection pen number, the spot check pen number, the quality inspection compliance number, the spot check proportion, the quality inspection passing rate, the rechecking completion rate, the rechecking passing rate and the like.
Further, assuming that the client manager a triggers a sensitive word alarm when chatting with the client, after the quality inspection end inquires the alarm record, selecting the quality inspection type as early warning quality inspection, then selecting a chatting record (for example, "our products are not bought) that the client manager a triggers the sensitive word alarm when chatting with the client under the early warning quality inspection, inputting a quality inspection opinion in the quality inspection input dialog box, and sending the quality inspection opinion to the system end, after the system end receives the quality inspection opinion, creating a quality inspection record table, wherein the left side of the quality inspection record table is the chatting record of" our products are bought but not bought "and the quality inspection opinion. After the establishment is finished, the quality inspection record list is sent to an auditing end for auditing, the auditing end gives an auditing opinion on the right side of the quality inspection record list according to the chat record and the quality inspection opinion, the client manager A defaults the client, the quality inspection opinion has no problem, and the audited quality inspection record list is sent to the system end. And updating the quality inspection type of the quality inspection flow to be early-warning quality inspection according to the auditing result meeting the specification, and uploading mass transfer inspection data.
In one embodiment, as shown in fig. 3, the present invention provides a quality inspection method for chat records, further comprising:
and S300, receiving quality inspection comments sent by the quality inspection end, receiving a quality inspection starting signal by the quality inspection end, selecting a quality inspection type and recording chat under the quality inspection type, and recording in a popped quality inspection recording dialog box.
S310, creating a quality inspection record table according to the quality inspection opinion.
S320, the created quality inspection record list is sent to an auditing end, so that the auditing end can audit the created quality inspection record list and input auditing comments.
S330, receiving the quality inspection record list after the auditing is finished, which is sent by the auditing terminal.
S340, judging whether the auditing result meets the regulation.
Specifically, after the system receives the quality inspection record table after the inspection is finished, the inspection result is checked to determine whether the inspection result meets the specification (for example, the format of the inspection result is filled in a fixed position or not), and the specific specification is set according to the actual situation.
S350, if the auditing result does not accord with the rule, rejecting the quality inspection record list after auditing.
Specifically, if the auditing result does not meet the requirement, if the auditing result format does not meet the requirement, the quality inspection record table after the auditing is refused to carry out auditing again.
And S360, updating the quality inspection type and reporting the quality inspection data when the auditing result meets the regulations.
In one embodiment, as shown in fig. 4, the present invention provides a quality inspection method for chat technology, applied to an auditing end, including:
and S400, receiving the created quality inspection record list sent by the system end and inputting the audit opinion, wherein the quality inspection record list is created by the system end according to the quality inspection opinion received by the quality inspection end, and the quality inspection opinion is input in a popped quality inspection input dialog box after receiving a quality inspection starting signal, selecting a quality inspection type and selecting a chat record under the quality inspection type by the quality inspection end.
Specifically, the auditing end receives a created quality inspection record list sent by the system end, chat records with sensitive word trends and quality inspection opinions are displayed in the quality inspection record list, the quality inspection opinion is that a quality inspection starting signal (for example, a quality inspection person performs spot inspection on historical chat records of all client managers or the quality inspection end inquires an alarm record of a client manager triggering sensitive word alarm) is received by the quality inspection end, a quality inspection type (early warning quality inspection or global retrieval quality inspection) is selected, chat records under different quality inspection types are selected, and the quality inspection opinion is recorded in a pop-up quality inspection recording dialog box.
S410, the quality inspection record list after the inspection is sent to the system end, so that the system end can receive the quality inspection record list after the inspection is finished, judge the inspection result, update the quality inspection type and report the quality inspection data after the inspection result is passed.
Specifically, the auditing end sends a quality inspection record list with auditing opinions to the system end, the system end receives the quality inspection record list after the auditing is finished, checks whether the auditing result accords with the regulations (such as the format of the auditing result, etc.), updates the quality inspection type of the quality inspection process when the auditing result accords with the regulations, and reports the quality inspection data (such as chat records with sensitive word tendency, quality inspection opinions, auditing opinions, etc.) to a customer manager superior manager, a head office related department manager, etc.
This embodiment is assumed as a preferred embodiment, assuming that the quality inspector prepares a chat log of spot check customer manager a. And after the quality inspection personnel clicks a quality inspection starting button on the quality inspection end and the quality inspection end receives a quality inspection starting signal, selecting the quality inspection type as global retrieval quality inspection. And inquiring all chat records with the client since the client manager A enters the job according to the historical chat records of all client managers under the global retrieval quality inspection type. The quality inspection end inquires the chat record of the client manager a with the client on the 12 th month 22 of 2020, and discovers that the client manager a sends the chat record with the defamation client by looking at the context of the chat record of the current day, "do you have money? Also want to know financial products). The client manager a also has an inconsistent chat record "you privately transfer money to me, i offer preference to me" for the client in the financial event B, and the quality inspector is in the chat record "do you have money? The right side entering quality inspection opinion is also wanted to know that the financial product is "defamation is not in favor of customers", and the chatting records are "you privately transfer money to me", and me gives preference to you "the right side entering quality inspection opinion" utilize company information to strive to privately. Thus, the quality inspection end sends two quality inspection opinions to the system end, and the system end creates a quality inspection record table about the client manager a according to the two quality inspection opinions, and records the sensitive word chat record of the client manager a on the record table respectively, "do you have money? It also wants to know the financial product "and the quality inspection opinion" defamation does not respect the customer ", and the chat record" you privately transfer money to me, i offer you "and the quality inspection opinion" use company information to make a private profit ". The system end sends the created quality inspection record list to the auditing end for auditing, and the auditing end checks the quality inspection record list of the client manager A according to the chatting record' is you money? It is also intended to know the financial products "and quality inspection opinions" defamation does not respect the clients ", to inquire the chat records of the clients by the client manager A in 12 months 22 of 2020, find the chat records consistent with the sensitive words on the quality inspection record table, and give an audit opinion" the quality inspection opinion is free of problems "the client manager A does not respect the clients". The quality inspection end then inquires chat records of the client manager A and the clients in the financial event B, finds the client manager A and the clients consistent with ' you privately transfer money to me, i give preferential to me ', gives audit opinion ' client manager sell company information, and colludes privately for oneself.
The auditing end sends the audited quality inspection record list to the system end, the system end checks the auditing result, after the auditing result accords with the rule, the system end updates the quality inspection process of the client manager A into global retrieval quality inspection, the system end reports the sensitive chat record, the quality inspection opinion, the auditing opinion and other data of the client manager A, and the quality inspection end or the auditing end can count and push the data to synchronously record the quality inspection pen number, the spot check pen number, the quality inspection compliance number, the spot check proportion, the quality inspection passing rate, the rechecking completion rate, the rechecking passing rate and the like.
In one embodiment, the present invention provides a quality inspection method for chat records, where on the basis of the above embodiment, the recording of audit opinions includes:
s401, positioning to chat records needing auditing according to time searching and/or event searching, and inputting auditing opinions.
Specifically, when the auditing end performs auditing opinion logging, an auditing person clicks the chat records of the client manager A, and the auditing end displays all the chat records with the client since the client manager was logged in. An auditor may search for a particular chat record by a time search or event search, for example, querying client manager a for a chat record with a client on month 22 of 2020 for whether the client manager a has a sensitive utterance on the current day. Or inquiring the chat record of the client manager A and the client in the financial event B, and inquiring whether the client manager A has a sensitive language in the event. Or the auditor can search the limited search through two conditions of the event and the time, search the related chat records and record the audit opinion.
In one embodiment, the present invention provides a quality inspection method for chat logs, comprising:
s1, an applicant (RelationManager, RM) initiates an enterprise micro account number to create a service application from an OAS end (OfficeAutomationSystem, OAS), fills in complete application roles and various application information, is approved by a head office supervisor and a branch supervisor side line supervisor where the applicant is located, and a system administrator completes configuration/cancellation of the enterprise micro account number according to an application form. An enterprise micro-manager issues an invitation to the applicant to join an enterprise WeChat.
S2, the RM logs in to the enterprise WeChat mobile terminal to add the client, after the client agrees to add the application, the preset welcome of the system and the enterprise WeChat marketing authorization link in the row are automatically pushed, and after the client finishes marketing authorization, the RM can formally provide relevant information services and the like for the client.
S3, the RM uses enterprise micro to interact with clients (clients using micro letters or enterprise micro letters) to accord with related guiding standards, meanwhile, an enterprise micro letter management system can automatically synchronize session chat records of the two parties in real time to conduct session archiving (Storage: storage) and automatic sensitive behavior early warning prompt or sensitive word interception, if forbidden words are contained in content sent by a client manager, the information cannot be successfully sent to the clients, if early warning word containing prompt is contained in the content, prompt can be automatically carried out before sending, and the client manager can select to cancel or continue sending.
S4, QI (QualityInspection, QI). The Quality-Type is mainly divided into two types, the first Type is sensitive word behavior early warning Quality inspection, namely, when a client manager triggers a sensitive word alarm during chat, a background management system can automatically generate an alarm record and push the alarm record to the client manager to inform the client manager that the alarm is triggered, and a QI manager can inquire the record and start Quality inspection of the sensitive word Type. The second method is to search the quality inspection of the global type for staff, and can check the single chat or group chat records of all RMs and clients of the branch line under the jurisdiction, support multi-condition inquiry, and support the initiation of QI process by selecting single or multiple session records, and support the quality inspection input popup window during QI: the chat record context is displayed, the chat record position is supported to be located according to the event search, and the quality inspection opinion is supported to be input. After inputting quality inspection opinion selection QC review post corresponding examination personnel, the QI quality inspection workflow can be formally initiated.
S5, QI/QCS system. The method supports inquiring the context chat record according to quality inspection time, supports creating a WorkFlow, and simultaneously supports returning to an initiating post, a historical approval post, withdrawal, rejection and other operations.
S6, QC (QualityCheck). The QC review post can view a task list requiring approval in a Todolist list, also supports displaying chat record context, supports searching and positioning chat record positions according to time, and supports inputting review comments.
S7, recording spot check (record spot check). And supporting QI/QC report statistics pushing, and carrying out relevant data statistics pushing to RM superior authorities, headquarter related departments and the like by an enterprise micro-letter management system every day. Supporting QI/QC statistics pushing, synchronously recording quality inspection stroke number, spot check stroke number, quality inspection compliance number, spot check proportion, quality inspection passing rate, check completion rate, check passing rate and the like
In one embodiment, as shown in fig. 5, the present invention provides a quality inspection device for chat logs, comprising: quality testing end 100, system end 200, audit end 300.
The quality inspection end 100 is configured to receive a quality inspection start signal, select a quality inspection type, select a chat record under the quality inspection type, and enter a quality inspection opinion in a popped quality inspection entry dialog box.
Specifically, before starting quality inspection, a customer manager needs to initiate an enterprise micro account number to create a service application from an OAS (OfficeAutomation System, OAS) end, fill in complete application information, and examine and approve by a head office main and a branch main secondary line where the applicant is located, an OA system manager configures the enterprise micro account number according to an application form, and the enterprise micro manager sends enterprise micro information joining invitation to the applicant. After the customer manager completes the creation of the enterprise micro account, the customer is logged in the mobile terminal to add the customer, after the customer agrees to the addition application, the automatic pushing system pre-sets welcome and enterprise micro-letter marketing authorization links in the industry, and after the customer completes the marketing authorization, the customer manager can formally provide relevant information services for the customer.
The system not only can automatically synchronize session chat records of both parties in real time and save the session, but also can automatically send sensitive behavior early warning prompts or sensitive word interception, for example, if the content sent by the client manager contains forbidden words, the message can not be successfully sent to the client; if the content contains sensitive words, the pre-sending system automatically carries out sensitive word prompt, and a client manager can choose to cancel sending or continue sending according to the prompt.
When the client manager sends information with the client, the client manager sends a content trigger sensitive word prompt, and no matter the client manager selects to continue sending or select to withdraw sending, the system generates an alarm record and sends the alarm information to the client manager to prompt the client manager to trigger sensitive word alarm.
After classifying this alarm record as an early warning quality test, the quality test end 100 selects the chat record of the client manager and the client to be in a pop-up quality test entry dialog box, checks the context of the chat record of the client manager and the client, finds the chat record with a tendency of sensitive words (for example, the client manager mentions the bank confidential information), enters a quality test opinion, and indicates which information the client manager mentions in communicating with the user is sensitive.
After receiving the signal for starting quality inspection, the quality inspection end 100 inquires the alarm record generated by the system, and classifies the alarm record as early warning quality inspection.
The system end 200 is connected with the quality inspection end, and is used for receiving the quality inspection opinion, creating a quality inspection record table according to the quality inspection opinion, sending the quality inspection record table to the auditing end, receiving the audited quality inspection record table, judging the auditing result, updating the quality inspection type after the auditing result passes, and reporting the quality inspection data.
The auditing end 300 is connected with the system end and is used for receiving the created quality inspection record list, inputting auditing comments and sending the auditing quality inspection record list to the system end.
Specifically, the quality inspection terminal 100 sends the quality inspection opinion and the quality inspection type early warning quality inspection to the system terminal 200, and the system terminal 200 creates a quality inspection record table after receiving the quality inspection opinion, and marks the quality inspection record table as early warning quality inspection. After the quality inspection record table is created, the system sends it to the auditing end 300. The auditing end 300 receives the quality inspection record table and checks the chat record context of the client manager and the client in the quality inspection record table and the quality inspection opinion given by the quality inspection end 100. If the audit opinion presented by the audit terminal 300 is consistent with the quality inspection opinion, the audit opinion of the client manager triggering the sensitive word is considered to be input into the quality inspection record table and sent to the system terminal 200. The system end 200 receives the checked quality inspection record list, and judges whether the checked result meets the rule or not, so as to prevent the check result from having too many subjective colors. After the auditing result passes, the system reports the quality inspection data to the record, and updates the quality inspection type to be early warning quality inspection.
In this embodiment, all chat records are recorded and stored in real time when the client manager and the client introduce related information. When the quality inspection end 100 receives the quality inspection starting signal, selecting different quality inspection types according to actual conditions, for example, triggering a sensitive word prompt when a client manager is communicating with a client, selecting early warning quality inspection, and starting a quality inspection flow; if the quality inspection end 100 needs to perform spot check on the stored chat record, a global search quality inspection is selected, and a quality inspection process is started. Both types of quality inspection processes are the same, with global retrieval of quality inspection examples. The quality inspection terminal 100 selects the quality inspection type as global search quality inspection, clicks on the chat record of the client manager a, pops up a quality inspection input dialog box, displays the chat record on the left side of the quality inspection input dialog box, and supports quality inspection opinion input on the right side. The quality inspection end 100 searches a certain chat record of the client manager a as "the product of our bank is bought but not bought", and the chat record violates the relevant regulation of the client manager and the client communication, so that the attitude is very bad. The quality inspection end 100 enters quality inspection comments on the right side of the quality inspection entry dialogue span: the word "you love not buy" has a strong hold, and needs to be listed in the sensitive word stock. The quality inspection end 100 sends the quality inspection opinion and the quality inspection type global search quality inspection to the system end 200.
After receiving the quality inspection opinion, the system end 200 creates a quality inspection record table B and marks the type as global retrieval quality inspection. After the quality inspection record table B is created, the system end 200 sends the quality inspection record table B to the auditing end 300, and the auditing end 300 clicks the quality inspection record table B to pop up a dialog box of the quality inspection record table B. The left side of the dialog box of the quality inspection record table B is the chat record context of the client manager A, and the right side is the quality inspection opinion and supports the input of the audit opinion. The auditing end 300 checks the chat record of the client manager a, namely 5 words of "the products of our banks are bought but not bought" and the quality inspection comments "the products are bought but not bought", has strong keeping away from view color, and considers that the chat record of the client manager a has problems after being listed in a sensitive word stock, needs to be listed in the sensitive word stock, and gives auditing comments: chat records of the client manager A seriously violate relevant regulations, the word of 'you love buying without buying' needs to be listed in a sensitive word stock, and the auditing opinion is the same as the quality inspection opinion. The quality inspection end 100 sends the inspected quality inspection record table B to the system end 200, the system end 200 judges the inspected result of the quality inspection record table B, and inspects whether the inspected opinion accords with the relevant regulations, for example, the format of the inspected opinion, and the system end 200 compares the chat record context of the client manager a searched according to time with the chat record of the inspected result, so as to ensure that the inspected chat record is identical to the chat record of the quality inspection. After the auditing result of the quality inspection record table B passes, the system end 200 reports the sensitive word "you love buying not buying" to the sensitive word library, updates the quality inspection type of the sensitive word "you love buying not buying" to global searching quality inspection, and reports the quality inspection data (such as synchronous record quality inspection pen number, spot inspection pen number, quality inspection compliance number, spot inspection proportion, quality inspection passing rate, rechecking completion rate, rechecking passing rate, etc.) to the upper-level authorities.
The sensitive words in this embodiment are only an example for easy understanding, and do not represent that the use is necessarily required in practical situations.
In one embodiment, the present invention provides a computer medium having a computer program stored thereon, which when executed by a processor, implements the quality inspection method for chat records as described in the previous embodiments. That is, when some or all of the foregoing technical solutions that contribute to the prior art according to the embodiments of the present invention are embodied by means of a computer software product, the foregoing computer software product is stored in a computer-readable storage medium. The computer readable storage medium can be any means or device that can carry computer program code entities such as a U disk, removable magnetic disk, optical disk, computer memory, read only memory, random access memory, and the like.
It should be noted that the above embodiments can be freely combined as needed. The foregoing is merely a preferred embodiment of the present invention and it should be noted that modifications and adaptations to those skilled in the art may be made without departing from the principles of the present invention, which are intended to be comprehended within the scope of the present invention.
Claims (10)
1. A quality inspection method for chat records is applied to a quality inspection end, and is characterized by comprising the following steps:
receiving a quality inspection starting signal and selecting a quality inspection type;
selecting chat records under the quality inspection type, and inputting quality inspection comments in a popped quality inspection input dialog box;
the quality inspection opinion is sent to a system end, so that the system end can establish a quality inspection record table according to the quality inspection opinion, the established quality inspection record table is sent to an auditing end, the auditing end receives the established quality inspection record table, inputs the auditing opinion, sends the auditing end to the system end, and receives the auditing end, judges the auditing result and updates the quality inspection type and reports the quality inspection data after the auditing result passes.
2. A method for quality inspection of chat records as in claim 1 wherein said entering quality inspection opinion in a pop-up quality inspection entry dialog box comprises the steps of:
and according to time searching and/or event searching, locating to chat records of the required quality inspection, and recording the quality inspection opinion.
3. The method for quality inspection of chat logs in accordance with claim 1, wherein said selecting chat logs under said quality inspection type comprises the steps of:
when the quality inspection type is early warning quality inspection, selecting chat records for triggering sensitive word warning when a client manager communicates with a client;
and when the quality inspection type is global retrieval quality inspection, selecting a historical chat record stored by the system.
4. The method for quality inspection of chat records according to claim 3, wherein when the quality inspection type is early warning quality inspection, selecting a chat record that triggers a sensitive word alert when a client manager communicates with a client, further comprising:
and when the alarm record is inquired to start the early warning quality inspection, the alarm record is automatically generated when a client manager chatts with the client to trigger a sensitive word alarm.
5. A method for quality inspection of chat records according to claim 3, wherein when the quality inspection type is global search quality inspection, the selecting system stores a historical chat record specifically includes:
querying all the historical chat records of the client manager and the client, and selecting a single chat record or a plurality of chat records to start the global retrieval quality inspection.
6. A quality inspection method for chat records is applied to a system end and is characterized by comprising the following steps:
receiving quality inspection comments sent by a quality inspection end, wherein the quality inspection comments are received by the quality inspection end and input in a popped quality inspection input dialog box after the quality inspection type is selected and chat records under the quality inspection type are selected;
creating the quality inspection record table according to the quality inspection opinion;
transmitting the created quality inspection record list to an auditing end so that the auditing end can audit the created quality inspection record list and input auditing comments;
and receiving the quality inspection record table after the inspection sent by the inspection terminal, and updating the quality inspection type and reporting the quality inspection data when the inspection result meets the specification.
7. The method for quality testing chat records according to claim 6, wherein after receiving the quality test record table after the auditing is completed and when the auditing result meets the rule, before updating the quality test type and reporting the quality test data, the method further comprises the steps of:
judging whether the auditing result meets the specification;
and if the auditing result does not accord with the rule, rejecting the quality inspection record list after the auditing is finished.
8. A quality inspection method for chat records is applied to an auditing end and is characterized by comprising the following steps:
receiving a quality inspection record table which is sent by a system end and is created by the system end according to the quality inspection opinion which is sent by the quality inspection end, and recording in a popped quality inspection recording dialog box after the quality inspection opinion is received by the quality inspection end and a quality inspection starting signal, the quality inspection type is selected and the chat record under the quality inspection type is selected;
and sending the quality inspection record table after the inspection to the system end so that the system end can receive the quality inspection record table after the inspection and judge the inspection result, and after the inspection result passes, updating the quality inspection type and reporting the quality inspection data.
9. A quality inspection device for chat logs, comprising:
the quality inspection terminal is used for receiving a quality inspection starting signal, selecting a quality inspection type, selecting a chat record under the quality inspection type, and inputting quality inspection comments in a popped quality inspection input dialog box;
the system end is connected with the quality inspection end and is used for receiving the quality inspection comments, creating a quality inspection record list according to the quality inspection comments and sending the quality inspection record list to the auditing end;
The auditing end is connected with the system end and is used for receiving the created quality inspection record list, inputting auditing comments and sending the quality inspection record list after auditing to the system end;
and the system end receives the quality inspection record table after the inspection is finished, judges the inspection result, and updates the quality inspection type and reports the quality inspection data after the inspection result passes.
10. A computer medium having stored thereon a computer program, wherein the program when executed implements a quality check method for chat records as claimed in any of claims 1-5 or 6-7 or 8.
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN117132392A (en) * | 2023-10-23 | 2023-11-28 | 蓝色火焰科技成都有限公司 | Vehicle loan fraud risk early warning method and system |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN117132392A (en) * | 2023-10-23 | 2023-11-28 | 蓝色火焰科技成都有限公司 | Vehicle loan fraud risk early warning method and system |
| CN117132392B (en) * | 2023-10-23 | 2024-01-30 | 蓝色火焰科技成都有限公司 | Vehicle loan fraud risk early warning method and system |
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