| 摘要 |
<p>The embodiments of the present invention provide a method, device and system for speech detection in a call center. The method includes: during a conversation process between an operator and a user, firstly, a call center platform initiates a call conversation recording by a recording device, and transmits a speech media stream, which is generated in real-time, of the operator to a speech detection server, so that the speech detection server generates an event message in real time according to the received speech media stream; and then the call center platform receives the event message generated by the speech detection server, and issues a corresponding event prompt to the operator and/or a quality inspector. Thus monitoring the conversation content in real-time can be realized. Thereby, the service quality of the real-time conversation is improved, the work improvement of the operator is promoted and the service quality of the call center is improved.</p> |
