铁路客服智能质检系统及其在客服中心的应用

铁路客服中心已从最初的联络中心逐步转变为解决问题中心和数据中心，而对海量的通话录音的监督与控制仍依靠传统的人工质检模式。针对人工质检模式中存在的质检覆盖率低、随机抽样结果偏差及人为主观因素等影响质检结果的问题，基于语音识别、文本挖掘和大数据等技术，设计铁路客服智能质检系统，实现客服中心全量录音的自动质检分析；通过提供智能质检、抽检复核、智能学习和数据分析等功能，弥补传统质检模式下的缺陷，实现质检工作效率与服务质量大幅提升的双赢目标。

Intelligent quality inspection system for railway customer service and its application in customer service center

The railway customer service center has gradually transformed from an initial contact center into a problem solving center and data center, while the supervision and control of massive call recordings still rely on the traditional manual quality inspection mode. Aiming at the problems that exist in the manual quality inspection mode, such as low quality inspection coverage, random sampling result bias, and human subjective factors, which affect the quality inspection results, this paper designed an intelligent quality inspection system for railway customer service based on technologies such as voice recognition, text mining, and big data, to achieve automatic quality inspection analysis of full recording in customer service centers. By providing functions such as intelligent quality inspection, spot check, intelligent learning, and data analysis, the paper compensated for the shortcomings of traditional quality inspection models, and implemented the win-win goal of significantly improving quality inspection efficiency and service quality.