Service Needs

Reference No.

N-0136

Title

Automatic Speech Recognition for Voicemail

Business Needs / Challenges

The incoming calls of the enquiry hotlines would be forwarded to the voicemail system when the enquiry hotline is busy or the incoming calls are called after office hour.  The call handlers need to listen to the voicemail and write down the details of the enquiries before responding to the callers.  The transcript process is time consuming and may lead to delay of response to the callers especially when there are a lot of enquiries.  An automatic transcript system is sought to improve the efficiency and respond time for enquiry hotline.

Application Areas

Operation

Expected Outcomes

The department is looking for an Automatic Speech Recognition  solution to instantly transcribe the voice messages in the voicemail system into text, and to identify and provide the relevant keywords, in order to help the call handlers on the time-consuming assigning process and to improve the efficiency of enquiry hotline services.

Technologies to be Used

Machine Learning
Automatic Speech Recognition