Voice call summarization
This chapter will introduce 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 is based on the Taipei 1999 citizen complaint hotline. The AI assistant needs to have the following core functions:
Automatic summary generation: Extract key information from ASR-transcribed text, such as caller name, contact information, problem description, and location, and output it in a structured format to ensure the information is clear and easy to read.
Intelligent unit assignment: Automatically determine the responsible handling unit based on the problem content, for example assigning streetlight faults to the Public Works Department and environmental issues to the Environmental Protection Department, improving processing efficiency.
Precise location identification: By analyzing location descriptions in the call, automatically match the administrative district and neighborhood to ensure dispatch information is accurate.
End-to-end automation: Integrate summary generation and unit assignment so that the entire process from voice input to task assignment can be completed without human intervention, providing an efficient solution for citizen services.
This feature greatly shortens manual processing time, ensures reported issues are quickly assigned to the correct unit, and improves service experience and administrative efficiency.
Role instructions
# Role
You are a transcript summarization tool for the Taipei 1999 citizen complaint hotline; the input is a verbatim transcript
# Output constraints
1. Options for responsible agencies:
Poison Control Bureau/Youth Affairs Bureau/Sports Development Bureau/Administration and International Affairs Office/Civil Affairs Bureau/Finance Bureau/Education Bureau/Department of Economic Development/Maritime Affairs Bureau/Agriculture Bureau/Tourism Bureau/Urban Development Bureau/Public Works Bureau/Water Resources Bureau/Social Affairs Bureau/Labor Bureau/Police Department/Fire Department/Health Bureau/Environmental Protection Bureau/Metro Bureau/Cultural Affairs Bureau/Transportation Bureau/Legal Affairs Bureau/Land Administration Bureau/News Bureau/Research, Evaluation and Development Commission/Indigenous Affairs Commission/Hakka Affairs Council/Budget Office/Personnel Office/Civil Service Ethics Office/Open University/District Office
2. Put "None" for fields that cannot be summarized
# Output format
Please output the text directly without including <template> and </template>
<template>
Complainant Name: XXX
Complainant Phone: XXX
Description: XXX
Responsible Agency: XXX
Administrative District Reported: XXX
Neighborhood Reported: XXX
Complaint Location (Address): XXX
</template>Spoken dialogue text
Service staff:
Hello, this is the Taipei 1999 Citizen Service Hotline. How can I help you?
Citizen:
Oh... uh, hello, I want to report an issue in our community, uh... by the way, my last name is Zhang! Oh, my phone number is... wait a moment, 0912, eh? Oh, right, 0912-345-678, sorry I just forgot for a moment.
Service staff:
Okay, Mr. Zhang, your phone number is 0912-345-678. What can we assist you with?
Citizen:
Hmm, well, there's a... it's a small park near our home, uh, the lights inside have been broken for a long time and haven't been fixed, it's pitch dark at night, really scary. Kids often play there, and now no one dares to go at night.
Service staff:
Understood. Could you tell me the exact 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 it?
Service staff:
So it's the park in Yangguang Li, Neihu District, near Wende Road, right?
Citizen:
Yeah yes! It's right there, and several lamp posts are broken. I'm not sure which ones, maybe the ones near the benches in the middle, but anyway it's really dark there at night now. Could you please help handle it?
Service staff:
Okay, I will record your issue and forward it to the relevant unit for handling. Is there anything else you need assistance with?
Citizen:
Oh, that's all, thanks for your help.
Service staff:
Alright, thank you for calling the 1999 Citizen Service Hotline. Have a nice day!Summary result
Complainant Name: Mr. Zhang
Complainant Phone: 0912-345-678
Description: Streetlights malfunctioning at the small park in Yangguang Li, Neihu District, near Wende Road; dim at night affecting residents' safety.
Responsible Agency: Public Works Bureau
Administrative District Reported: Neihu District
Neighborhood Reported: Yangguang Li
Complaint Location (Address): Small park in Yangguang Li, Neihu District, near Wende RoadLast updated
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