Service Needs

Reference No.

N-0207

Title

Automatic Speech Recognition for Voice Messages

Business Needs / Challenges

Our hotline receives a large number of public enquiries, especially during peak seasons.  Therefore, we are looking for an Automatic Speech Recognition solution to reduce manpower and time on listening to voice messages and understanding the content as well as recognising key words and assigning the enquiries to appropriate officer based on the keywords recognised for follow-up.  Officers could speed up preparation of replies, based on the automatically transcribed texts of the enquiries from voice messages.

Application Areas

Education

Expected Outcomes

It is expected that the system can transcribe the voice messages left beyond office hours or when the enquiry hotline is busy.  The system should support multiple languages including Cantonese, Putonghua,  English and can cater for mixed languages.  It should also have keyword recognition feature to classify transcribed text messages into designated categories and automatically relay text messages to appropriate teams for follow-up.  It is also expected that some additional features could be provided, such as sentiment detection and language translation.

Technologies to be Used

Natural Language Processing
Automatic Speech Recognition

If you would like to propose any I&T solutions adopting innovative technologies that could be deployed to meet the business needs or challenges, please provide relevant information below.

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