基于智能语音情感分析的天津移动家庭宽带语音质检系统  

Tianjin Mobile Home Broadband Speech Quality Inspection System Based on Intelligent Speech Emotion Analysis

作　　者：赵东明[1] 岳斌 ZHAO Dongming;YUE Bin(Artificial Intelligence Laboratory of Tianjin Co.,Ltd.,China Mobile Communications Group,Tianjin 300020,China)

机构地区：[1]中国移动通信集团天津有限公司人工智能实验室,天津300020

出　　处：《天津科技》2023年第4期105-107,111,共4页Tianjin Science & Technology

摘　　要：针对外呼语音的质检目前大多使用传统的人工方式,通过录音听取判别客户满意度,费时费力,效率低下。服务热线投诉语音情感分析是运营商客户服务和客户感知质检的关键环节,为实现面向家宽外呼语音的智能服务运营,提出了一种智能语音情感质检分析技术,通过挖掘投诉语音文件的价值,并基于识别的客户情绪、语义信息等进行质检,可提前获知客户的潜在不满意倾向,进而进行针对性施策,以持续提升用户的服务体验。The traditional manual method is mostly used for the quality inspection of outbound voice,and it is timeconsuming,laborious and inefficient to judge customer satisfaction through listening to recordings.Speech emotion analysis of service hotline complaints is the key link in operator customer service and customer perception quality inspection.This paper proposes an intelligent voice emotion quality inspection analysis technology to realize the intelligent service operation for home broadband outbound call voice.By mining the value of complaint voice files and conducting quality inspection based on the recognized customer emotion and semantic information,it is possible to know the potential dissatisfaction tendency of customers in advance and take targeted measures to continuously improve users’service experience.

关 键 词：情感计算 智能质检 自然语言理解 机器人流程自动化 

分 类 号：TP391.1[自动化与计算机技术—计算机应用技术]