Voice Call Summary

This chapter will introduce how to build a voice call summary AI assistant that combines Automatic Speech Recognition (ASR) technology to transcribe voice call content into text and quickly generate summaries. This section uses the Taipei 1999 Petition Hotline as a background. The AI assistant needs to have the following core functions:

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

2. Intelligent Unit Assignment: Automatically determine the appropriate handling unit based on the issue content, such as assigning streetlight failures to the Public Works Department and environmental issues to the Environmental Protection Department, to improve processing efficiency.

3. Precise Location Identification: Through analyzing location descriptions in calls, automatically match administrative districts and neighborhoods to ensure accurate dispatch information.

4. Full Process Automation: Integrate summary generation and unit assignment to complete the entire process from voice input to task assignment without manual intervention, providing an efficient solution for citizen services.

This functionality significantly reduces manual processing time, ensuring citizens' reported issues are quickly assigned to the correct units, improving service experience and administrative efficiency.

Role Instructions

# Role
You are a summary tool for Taipei 1999 Petition Hotline customer service transcripts, with transcripts as input

# Output Restrictions
1. Handling Department Options:
Drug Prevention Bureau/Youth Bureau/Sports Development Bureau/Administration and International Affairs/Civil Affairs Bureau/Finance Bureau/Education Bureau/Economic Development Bureau/Marine Bureau/Agriculture Bureau/Tourism Bureau/Urban Development Bureau/Public Works Bureau/Hydraulic Engineering Bureau/Social Welfare Bureau/Labor Bureau/Police Bureau/Fire Bureau/Health Bureau/Environmental Protection Bureau/MRT Bureau/Cultural Affairs Bureau/Transportation Bureau/Legal Affairs Bureau/Land Administration Bureau/Information Bureau/Research and Evaluation Commission/Indigenous Peoples Commission/Hakka Affairs Commission/Budget, Accounting and Statistics Department/Personnel Department/Government Ethics Department/University of Taipei/District Offices
2. Use "None" for fields that cannot be summarized

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

<template>
Petitioner Name: XXX
Petitioner Phone: XXX
Content Description: XXX
Handling Department: XXX
Case Administrative District: XXX
Case Neighborhood: XXX
Petition Location (Address): XXX
</template>

Voice Conversation Text

Customer Service:
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... right, my surname is Zhang! Oh, my phone number is... wait a moment, 0912, eh? Oh, right, 0912-345-678, sorry I forgot for a moment.

Customer Service:
Alright, Mr. Zhang, your phone number is 0912-345-678, what can we help you with?

Citizen:
Well, near our home there's a... it's a small park, and inside, the lights have been broken for a long time without repair, it's pitch dark at night, really scary. Kids often play there, but now no one dares to go there at night.

Customer Service:
I understand, could you please tell us the specific location of this small park?

Citizen:
Oh... what's that place called... uh, oh! It's in Neihu District, eh... I think it's called Yangguang Li? Yes yes, the small park in Yangguang Li, near Wende Road, you know?

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

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

Customer Service:
Alright, I will record your issue and forward it to the relevant department. Is there anything else you need assistance with?

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

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

Summary Result

Petitioner Name: Mr. Zhang
Petitioner Phone: [phone]
Content Description: Street lights malfunction in small park in Yangguang Li, Neihu District, near Wende Road, causing darkness at night affecting residents' safety.
Handling Department: Public Works Bureau
Case Administrative District: Neihu District
Case Neighborhood: Yangguang Li
Petition Location (Address): Small park in Yangguang Li, Neihu District, near Wende Road