【案例】上海朋数：百度AI创造话务质检精灵
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【案例】上海朋数：百度AI创造话务质检精灵，助力企业服务升级
价值成果
1、对话情绪识别和百度语音技术联合使用，帮助业务人员准确定位话务人员与客户沟通中的矛盾点，以此进行话务人员的培训，提高员工的业务素养与服务质量。
2、人工质检工作从原来的人工抽查，变为全覆盖的自动化检查，解决了人工质检的低效问题，平均节省企业90%的质检人力。
案例故事
核心诉求
随着互联网经济的繁荣发展，越来越多的企业开始关注服务质量，如何高效地进行客服质检、如何根据质检结果提高客服质量，成为上海朋数遇到的新难题。
解决方案
话务质检精灵通过百度语音识别与对话情绪识别接口，帮助质检员自动完成对录音的调听和打分，通过大数据建模以及数据分析，帮助企业从中挖掘客户的关注点，聚焦业务问题和产品问题，间接改善企业的经营管理与业务水平。
流程如下图：
1、将通话数据数据传入百度语音识别API接口，将语音转换为文本，并进行敏感字检测；
2、将文字通过对话情绪识别接口得到的情绪评分作为特征，得出用户情绪的概率分布；
3、呈现所有标注数据，用自建模型做进一步分析，得出检查结果。
本案例中使用产品：对话情绪识别、语音识别
对话情绪识别:https://ai.baidu.com/tech/nlp/emotion_detection
语音识别:https://ai.baidu.com/tech/speech/asr
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