title: ÐÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð½Ð°Ñ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ñ Ð¿ÑÐ¾Ð¼ÑÑÐ»ÐµÐ½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ ÐºÐ¾Ð½ÑÑÐ¾Ð»Ñ Ð·Ð° Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸ÐµÐ¼ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð¾Ð¼ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Software implementation of the industrial control system for customer service by staff of the company
Creators: name: ÐÑÐµÐ½Ð¾ÑÐ¾Ð½ÑÐ¾Ð², ÐÐ¸ÑÐ°Ð¸Ð»
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2019
Subjects: ÐÐ°Ð·Ñ Ð´Ð°Ð½Ð½ÑÑ
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description: The goal of the work is to describe the process of solving the problem of controlling customer service by company staff through the creation of a software implementation of a control system. The problem of the company's control over a large number of personnel is that the company does not have the economic, time and human resources to control each specific employee during all his working hours. The lack of proper control decreases the quality of customer service, which leads to a decrease in the efficiency of the company. Automation of the control process can be the solution to the problem of personnel control, because much less human and time resources are needed to maintain work and process results from the industrial control system. The software implementation of the control system is objective by the selected criteria and devoid of subjectivity in the assessments, in contrast to the control method with the use of supervising employees. Therefore, an effective software implementation of the task of controlling customer service has a number of advantages over a non-program and may be promising in the market.Because of the work done, the issues of the company's control over the personnel serving the customers were analyzed. Next, a business process of customer service was proposed and agreed upon, which, using speech recognition and face recognition mechanisms, provides the company with objective metrics for assessing the quality of customer service staff. A study and selection of software tools that implement the subtasks of monitoring customer service process. The developed architecture of the project was implemented and tested. The implemented system is a client-server application. The server is written in a high level programming language Python version 3.5 using the Flask web framework. PostgreSQL is selected as the database. The server is deployed on a machine with an operating system based on the CentOS distribution. The mechanism for working with images is implemented using the OpenCV library. Voice recognition is now used by the Google API, but it does not work perfectly and it is a paid solution. Therefore, work is underway to customize the recognition of keywords in speech using the Open Source system CMU Sphinx. The client is an HTML web application using Javascript framework Bootstrap. The client interacts with the server through the REST interface, which means that the system has the ability to create client applications for other types of platforms.