SMARTCITY TAIPEI

Status：Complete

The 1999 Citizen Hotline provides these telephone services scopes: consultation, transfer, petition and dispatch, of which consultation is the main service most frequented. This project is a collaboration with Taiwan Fixed Network. The voice data of the various services of the 1999 Citizen Hotline is put through the speech recognition process to be converted into text, further improving the accuracy of the data logged in by operators.

After calls come in, the real-time voice stream will be translated into text through the ASR speech recognition service, and the text content will be presented to the customer service staff. Compared with the traditional manual transcription, the ASR service enables customer service staff to just verify the correctness of data and manually correct the data as needed. After the correction is completed, subsequent processing can be carried out according to the business practice. The text content can be transferred to the telephone system, FAQ query system, or other systems through the file or API interface.