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.
