Speech-to-text (STT) Application for Appreciation and Potential Complaint Cases Identification and Call Centre Operational Efficiency Enhancement

I&T Wish Speech-to-text (STT) Application for Appreciation and Potential Complaint Cases Identification and Call Centre Operational Efficiency Enhancement
(REF: W-0393)
Matched I&T Solution
Trial Project
Summary and Challenges This project should incorporate Automatic Speech Recognition (ASR) and Natural Language Processing (NLP) for converting phone recordings to interactive transcripts. Through AI analytic technology on keyword spotting, it is able to detect customer satisfaction and dissatisfactions for digging out the appreciation and potential complaint cases. The project shall adopt a total on-premises solution. Phone recordings shall not be transferred to servers that are located outside the EMSD departmental network.
Expected Outcome A total solution incorporated with ASR, STT, and NLP for analyzing call recordings.
Expected Trial Duration 6-month
Contact Information
I&T Wish Proposer:Electrical and Mechanical Services Department (EMSD)
Contact Person:Mr Patrick LI
Position:Project Officer/Innovation/39
Tel:3155 3922
Email: glli@emsd.gov.hk
Upload Date 2022-01-06
Closing Date 2022-01-20
Propose I&T Solution Closed