FIELD: monitoring systems.
SUBSTANCE: invention relates to a method and system for assessing the quality of customer service. Method, in which in background mode in real time receive data from data source, containing video and audio recording of space with employee workplace; transmitting obtained data to a server; using a computing device, determining the beginning and closing moment of the client dialogue with the employee, storing the video file of the client dialogue with the employee; retrieving client behavior parameters from video recording; based on parameters extracted above, client behavior at the beginning of dialogue is monitored and behavior dynamics of the client is monitored during the whole dialogue; calculating an integral level of client satisfaction, using a trained neural network, based on analysis of the above parameters; analysis results are recorded in a database.
EFFECT: high accuracy of determining quality of customer service based on analysis of video and audio streams using machine learning tools in real time.
14 cl, 2 dwg
