Core demands
With the prosperity and development of the Internet economy, more and more enterprises have begun to pay attention to service quality. How to carry out customer service quality inspection efficiently and improve customer service quality according to the quality inspection results have become a new problem for Shanghai Pengshu.
Solution
Through the Baidu voice recognition and dialogue emotion recognition interface, the traffic quality inspection wizard helps quality inspectors automatically complete the listening and scoring of recordings. Through big data modeling and data analysis, it helps enterprises mine customer concerns, focus on business problems and product problems, and indirectly improve the business management and business level of enterprises.
The process is as follows:
1. Transfer call data to Baidu voice recognition API interface, convert voice to text, and detect sensitive words;
2. Take the emotional score obtained from the text through the dialogue emotion recognition interface as the feature to obtain the probability distribution of user emotion;
3. Present all the marked data, make further analysis with the self built model, and obtain the inspection results.
