Real-time / Offline Transciption Function for Interactive Voice Response System (IVRS)

I&T Wish Real-time / Offline Transciption Function for Interactive Voice Response System (IVRS)
(REF: W-0625)
Matched I&T Solution
Trial Project
Summary and Challenges This project aims to deploy a voice-to-text and transcription tool for the existing IVRS system at the Hotline Complaint Unit. The primary challenge is processing approximately 25,000 hotline voice messages (totaling 60,000 minutes) annually, supporting 5 concurrent agent channels in the hotline room, while strictly adhering to offline data security standards. Supporting Cantonese, Mandarin, and English, the solution features automatic language detection and guarantees an accuracy rate of 85% or above. Integrated with the existing IVRS system for Hotline (real-time) and voice messages (offline) transcription, the tool automatically inputs both the transcription content and summaries into customized e-form formats.
Expected Outcome 本工具支援熱線室 5 個代理人通道同時運作，並自動將熱線通話(即時)與留言(離線)轉錄，同時把轉錄內容及摘要填入電子表格格式，顯著縮減人工記錄時間，提升熱線個案處理效率。系統於中、英、粵三語均達 85% 或以上準確率，並支援自動語言識別，確保訊息傳達準確無誤。透過與現有 IVRS 系統整合及離線運作，能靈活應對每年 25,000 宗留言的高用量需求，在嚴格保障通話資料安全與私隱的前提下，實現流暢的高效自動化工作流程。
Expected Trial Duration 1-month
Contact Information
I&T Wish Proposer:Electrical and Mechanical Services Department (EMSD)
Contact Person:Chan Hin Cheung
Position:Engineer/Boundary Crossing Facilities 3/6
Tel:31553981
Email: chanhc@emsd.gov.hk
Initiating Department Immigration Department (ImmD)
Upload Date 2026-11-12
Closing Date 2026-11-26
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