Research on Intelligent Quality Inspection of Customer Service Under the “One Network” Operation Mode of Toll Roads

The official abolition of 487 toll booths at provincial borders in 2020 marked the formal formation of the world's largest motorway toll collection network, creating a brand-new situation of “one network operation and integrated services” for motorways. It also put forward new requirements and challenges for the user services of the ETC. This paper addresses the problems existing in the voice quality inspection of ETC customer service network, such as “the scope of quality inspection is not wide” and “the efficiency of quality inspection is not high”. Based on AI technology, the logic of speech recognition, role recognition, semantic recognition and emotion recognition is established, and the intelligent quality inspection model is constructed. The operation data shows that these efforts effectively improve the quality of service efficiency and service quality and lay a foundation for steady and quality development of ETC user service.