Telephone service real-time early warning system and early warning method

• Main Authors: PU YAO, LI QUANZHONG, LIU YUSONG, HE GUOTAO
• Format: Patent
• Language: Chinese; English
• Published: 03.11.2020
• Subjects: ACOUSTICS; ALARM SYSTEMS; CALCULATING; COMPUTING; COUNTING; ELECTRIC DIGITAL DATA PROCESSING; MUSICAL INSTRUMENTS; ORDER TELEGRAPHS; PHYSICS; SIGNALLING; SIGNALLING OR CALLING SYSTEMS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION

The invention provides a real-time early warning system and early warning method for telephone service. The real-time early warning system comprises an original data processing module, a voice analysis module, a model analysis module, an early warning filtering module, an early warning context extraction module, an early warning global management module and an early warning pushing module. According to the technical scheme provided by the invention, the abnormal service problems such as abuse of the customer, too slow response of the seat, abnormal emotion and customer complaints can be detected at the first time in the process of providing service for the customer by the seat, and first-time discovery, first-time follow-up and first-time solution are realized. 本发明提供一种电话服务的实时预警系统和预警方法，所述实时预警系统包括：原始数据处理模块、语音分析模块、模型分析模块、预警过滤模块、预警上下文提取模块、预警全局管理模块和预警推送模块；本发明申请所提出的技术方案能够在坐席为客户提供服务过程中，第一时间检测到异常的服务问题，比如辱骂客户、坐席响应过慢、异常情绪、客户投诉等，做到第一时间发现、第一时间跟进、第一时间解决。