parkingcarma - getting local with speech
DESCRIPTION
Presentation for the SpeechTek Magazine conferenceTRANSCRIPT
![Page 1: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/1.jpg)
![Page 2: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/2.jpg)
Third levelFourth level
Fifth levelParkingCarma Helps with the Problems of:
• Congestion mitigation•Driver frustration• CO2 reduction
![Page 3: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/3.jpg)
Speech
![Page 4: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/4.jpg)
Distributed Application Topology
![Page 5: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/5.jpg)
Third levelFourth level
Fifth level
Why Speech?
![Page 6: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/6.jpg)
In-vehicle device penetration – new vehicles
Currently Low Percentage
![Page 7: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/7.jpg)
Third levelFourth level
Fifth level
Mobile Applications & WAP• Apps require download •WAP experiences are not standard•Need data plan• Requires reading/navigating a device
while driving• “Hands-free” becoming increasingly
required
![Page 8: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/8.jpg)
Third levelFourth level
Fifth level
87% Cell phone penetration rate in US
Source: CTIA
![Page 9: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/9.jpg)
Third levelFourth level
Fifth level
Speech Application Overview
![Page 10: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/10.jpg)
Third levelFourth level
Fifth level“Kate” Persona
• Inbound Speech Application
![Page 11: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/11.jpg)
Third levelFourth level
Fifth level
Parking Facility Search
• Input location, or POI, or event• Return nearby locations that match user’s
preferences and are currently open• Return real-time parking space availability
at select facilities
![Page 12: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/12.jpg)
Third levelFourth level
Fifth level
Parking Reservations
• Reserve parking at select parking facilities• Defaults to current day, but can change• Requires billing information to be entered if
not already a registered user
![Page 13: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/13.jpg)
Third levelFourth level
Fifth level
Cell Phone Payment System
• Pay for parking with cell phone at select facilities• Enter in facility code• Call once for flat rate • Call to “check-in” & “check-out” at hourly
rate facilities
![Page 14: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/14.jpg)
Third levelFourth level
Fifth levelSpeech Technology Platform
•Originally Microsoft Speech Server 2004•Migrating to OCS 2007
•Dialogic T-1 boards moving to SIP•Utilizing both Voice XML & Microsoft
Managed Workflows
![Page 15: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/15.jpg)
Third levelFourth level
Fifth level
Speech Service Launched in December 2004
![Page 16: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/16.jpg)
Third levelFourth level
Fifth levelBART – Bay Area Rapid Transit Application
• Advanced reservations and mobile payment•New ridership increased by 14% at station• Reduced circling by 5 minutes per car• Reduced VMT by 9 miles per user• Average 20 users per space (oversubscribed)
![Page 17: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/17.jpg)
Third levelFourth level
Fifth levelSpecial Event Parking
• Advanced reservations & parking guidance•Offer multi and single day passes• Premium parking locations• Incentive of free movie tickets to use service
![Page 18: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/18.jpg)
Third levelFourth level
Fifth level
One person had some very exasperating conversations with the voice recognition system, “Kate,” and has now mastered the strategy of “speaking softly and keying in…Kate does not like to be yelled at.”
![Page 19: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/19.jpg)
Third levelFourth level
Fifth level
• 6% opt-out rate• 83% of calls in a 4 hour window Mon-Fri• 58% savings over equivalent call center reps
![Page 20: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/20.jpg)
Third levelFourth level
Fifth level
Speech Application Challenges
![Page 21: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/21.jpg)
Third levelFourth level
Fifth level
96% of all system users call from a cell phone
![Page 22: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/22.jpg)
Ambient Noise in Decibels
= High false barge-in rate
![Page 23: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/23.jpg)
Third levelFourth level
Fifth levelExtremely Large Grammars
• All street names in a city• All POI names in a city• All parking facility names in a city
![Page 24: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/24.jpg)
Third levelFourth level
Fifth level
Large & Unstructured Grammars Lead to Incorrect recognitions
• Vanity license plates – “b”, “3”, “e”, etc.
• Similar POI and street names
![Page 25: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/25.jpg)
High spike in peak volume due to daily weekday commuter use
![Page 26: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/26.jpg)
Third levelFourth level
Fifth levelHow Hard Can it be?
Web Experience != VUI Experience
![Page 27: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/27.jpg)
Third levelFourth level
Fifth level
Lessons Learned / Recommendations
![Page 28: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/28.jpg)
Users will respond in ways you never expect
Monitor and adjust grammars accordingly
![Page 29: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/29.jpg)
Third levelFourth level
Fifth levelSMS / Text Additional Information
•Directions to parking facility• Parking payment receipts
![Page 30: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/30.jpg)
IVR System
Website
Use Consistent Credential Information
Separate web password and phone PIN == confused users
![Page 31: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/31.jpg)
Third levelFourth level
Fifth levelCreate Dynamic Grammars
• Street names based upon city• Parking facility names based upon city• POI names based upon walking distance
radius of current location
![Page 32: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/32.jpg)
Third levelFourth level
Fifth levelUse Patterns to Limit Expected Input• Custom license plate recognition• Each state has a pattern of alphanumeric• California = NAAANNN
• Patterns change over time• Increased non-vanity license plate
recognition by more than 25%
![Page 33: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/33.jpg)
Third levelFourth level
Fifth levelResearch & Adjust Confirmation Needs
•More explicit confirmations• Before finalizing $$ transactions
• Less explicit confirmations• Experienced users
![Page 34: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/34.jpg)
Third levelFourth level
Fifth levelUse Professional Voice Talent
•More professional• Pre-recorded “Vocabularies” save $$•Decrease development time
![Page 35: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/35.jpg)
Third levelFourth level
Fifth levelImport Preferences from Web / CRM
•Default to “home” city•User’s favorite POI list• Preset filters for search
• Vehicle type• Price vs. distance
![Page 36: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/36.jpg)
Third levelFourth level
Fifth levelMake Decisions for Users
• Based on “called-id” we select the city•Use Caller ID to identify users•Default to most popular search types• Always allows users to override automatic
selections
![Page 37: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/37.jpg)
Other Lessons Learned / Recommendations
• Barge-in• Balance background noise with ability
for users to expedite calls•Use “recognition” rather than sound
barge-in and limit grammars
•Use Hosted Speech Vendor• If financially makes sense
![Page 38: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/38.jpg)
Recorded Call
![Page 39: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/39.jpg)
Third levelFourth level
Fifth level
Questions?
![Page 40: ParkingCarma - Getting Local with Speech](https://reader034.vdocuments.us/reader034/viewer/2022051016/5591b0801a28ab26518b46c9/html5/thumbnails/40.jpg)
Christian McCarrickCTOParkingCarma, Inc.(650) 281.9864
http://www.parkingcarma.com