Model self-iteration type intelligent customer service quality inspection system and method capable of configuring service logic

• Main Author: SUN YUEGANG
• Format: Patent
• Language: Chinese; English
• Published: 01.10.2021
• Subjects: CALCULATING; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; ELECTRIC DIGITAL DATA PROCESSING; PHYSICS; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

The invention discloses a model self-iteration type intelligent customer service quality inspection system and method capable of configuring business logic, and the system consists of seven parts: an RPA data collection module, a data preprocessing module, a prediction service module, a rule matching module, a business logic module, an appeal rechecking module, and a model self-training module. By setting through a model and a rule, the whole service process is automatically detected; the structured and unstructured contents are analyzed in real time, and the model outputs a quality inspection result in real time; various service early warning models can be preset in the system, and a server is reminded and a manager is early warned in the service process; and the system is provided with visual data display and analysis, and quality inspection problem distribution and the problem development trend can be known in time. 本发明公开了一种可配置业务逻辑的模型自迭代式智能客服质检系统与方法，由RPA数据采集模块、数据预处理模块、预测服务模块、规则匹配模块、业务逻辑模块、申诉复核模块、模型自训练模块等七个