Voice Call Summary

This chapter introduces how to build a voice call summarization AI assistant that combines Automatic Speech Recognition (ASR) technology to transcribe voice call content into text and quickly generate summaries. This section uses Taipei's 1999 complaint hotline as the background. The AI assistant needs to have the following core functions:

1. Automatic Summary Generation: Extract key information from ASR transcribed text, such as caller name, contact information, problem description, and location, and output in a structured format to ensure clear and readable information.

2. Intelligent Unit Assignment: Automatically determine the responsible unit based on the problem content, for example, assigning streetlight failures to the Public Works Department and environmental issues to the Environmental Protection Bureau, improving processing efficiency.

3. Accurate Location Identification: Automatically match administrative districts and villages by analyzing location descriptions in calls, ensuring accurate dispatch information.

4. Fully Automated Process: Integrate summary generation and unit assignment, completing the entire process from voice input to task assignment without manual intervention, providing efficient solutions for citizen services.

This function significantly reduces manual processing time, ensures that problems reported by citizens are quickly assigned to the correct unit, and improves service experience and administrative efficiency.

Role Instructions

# Role
You are a summarization tool for Taipei 1999 complaint hotline customer service transcripts, with input being the transcript

# Output Constraints
1. Responsible Agency Options:
Narcotics Hazard Prevention Bureau/Youth Development Bureau/Sports Development Bureau/Administrative and International Affairs Office/Civil Affairs Bureau/Finance Bureau/Education Bureau/Economic Development Bureau/Ocean Affairs Bureau/Agriculture Bureau/Tourism Bureau/Urban Development Bureau/Public Works Bureau/Water Resources Bureau/Social Welfare Bureau/Labor Affairs Bureau/Police Department/Fire Department/Health Bureau/Environmental Protection Bureau/Rapid Transit Corporation/Cultural Affairs Bureau/Transportation Bureau/Legal Affairs Bureau/Land Administration Bureau/Information Bureau/Research, Development and Evaluation Commission/Indigenous Peoples Commission/Hakka Affairs Commission/Comptroller's Office/Personnel Office/Ethics Office/Open University/District Offices
2. For fields that cannot be summarized, please enter "None"

# Output Format
Please output directly without <template> and </template> tags

<template>
Complainant Name: XXX
Complainant Phone: XXX
Content Description: XXX
Responsible Agency: XXX
Case Response Administrative District: XXX
Case Response Village: XXX
Complaint Location (Address): XXX
</template>

Voice Conversation Text

Customer Service Representative:
Hello, this is Taipei City 1999 Citizen Service Hotline, how may I help you?

Citizen:
Oh... uh, hello, I want to report a problem in our community, uh... oh right, my surname is Zhang! Oh, my phone number is... wait a moment, 0912, huh? Oh right, 0912-345-678, sorry I forgot for a moment.

Customer Service Representative:
Okay, Mr. Zhang, your phone number is 0912-345-678, what do you need our assistance with?

Citizen:
Um, well, near my house there's a... it's a small park, and the lights there have been broken for a long time and haven't been repaired, it's pitch black at night, super scary. Children often play there, but now no one dares to go at night.

Customer Service Representative:
I understand, may I ask where specifically this small park is located?

Citizen:
Oh... what's that place called... uh, oh! In Neihu District, um... I think it's called Yangguang Village? Right right, the small park in Yangguang Village, near Wende Road, you know it?

Customer Service Representative:
Is it the park in Yangguang Village, Neihu District, near Wende Road, correct?

Citizen:
Yeah that's right! Right there, and several lights are broken, I'm not sure which ones, probably the ones in the middle near the benches, anyway it's super dark there at night. Can you help handle this?

Customer Service Representative:
Okay, I will record your issue and forward it to the relevant unit for processing. Is there anything else you need assistance with?

Citizen:
Oh, no, thank you for your help.

Customer Service Representative:
Okay, thank you for calling the 1999 Citizen Service Hotline, have a nice day!

Summary Result

Complainant Name: Mr. Zhang
Complainant Phone: [phone]
Content Description: Streetlight malfunction in Yangguang Village small park in Neihu District, located near Wende Road, dim lighting at night affects resident safety.
Responsible Agency: Public Works Bureau
Case Response Administrative District: Neihu District
Case Response Village: Yangguang Village
Complaint Location (Address): Yangguang Village small park in Neihu District, near Wende Road