speech. understanding. action. the voice web players dr. christian dugast director europe 05/00 the...

Speech. Understanding. Action.

The Voice Web PlayersThe Voice Web Players

Dr. Christian DugastDr. Christian DugastDirector EuropeDirector Europe

05/0005/00

The Voice Web PlayersThe Voice Web Players

Dr. Christian DugastDr. Christian DugastDirector EuropeDirector Europe

05/0005/00

Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.2

AgendaAgenda

What is Speech Recognition capable of?What is Speech Recognition capable of?

Voice Web strategyVoice Web strategy

ExamplesExamples

SummarySummary


Speech Recognition in TelephonySpeech Recognition in Telephony

is to is to understandunderstandwhat people saywhat people say

in order to in order to actact accordingly accordingly


Case Study

Case Study

Fidelity InvestmentsFidelity Investments

ApplicationApplication• Quotes & tradingQuotes & trading• Natural language Natural language

dialogdialog

ImplementationImplementation• Roll-out completed July ‘99Roll-out completed July ‘99• IBM telephony platformIBM telephony platform

BenefitsBenefits• Cost savingsCost savings• Service improvementService improvement

VolumeVolume• Up to 1 million calls/dayUp to 1 million calls/day• Over 4,000 portsOver 4,000 ports


Customer/EmployeeCustomer/Employee Service ProviderService ProviderIBM 201/5.ORCL 33IBM 201/5.ORCL 33

ABCABCABCABC123123123123SMITHSMITHSMITHSMITH

4th Road4th Road4th Road4th Road

ContentContent

Standard User InterfaceStandard User Interface

NavigationNavigation VoicelinksVoicelinks HotwordHotword Continuous call Continuous call

controlcontrol PersonalizationPersonalization

User profilesUser profiles BookmarksBookmarks Secure sign-onSecure sign-on

Active helpActive help

Voice SiteVoice SiteVoice SiteVoice Site

SpeechSpeech

Touch-toneTouch-tone1 2 34 5 67 8 9* 0 #

PersonPerson

Web SiteWeb SiteVoyagerVoyagerVoyagerVoyager


DefinitionDefinition


TimeTimeSpeechObjectSpeechObject

What time wouldWhat time wouldyou like to leave?you like to leave?What time wouldWhat time wouldyou like to leave?you like to leave?

Is that AM or PM?Is that AM or PM?Is that AM or PM?Is that AM or PM?

3 o’clock3 o’clock3 o’clock3 o’clock

PMPMPMPM

You wouldYou would……..?..?

You wouldYou would……..?..?

YesYesYesYes

Result fromSpeechObject:

DepTimeDepTime:: 15.0015.00

ApplicationApplicationApplicationApplication

SpeechObjects™SpeechObjects™ Include Grammars, Prompts, and DialogInclude Grammars, Prompts, and Dialog

SpeechObjects™SpeechObjects™ Include Grammars, Prompts, and DialogInclude Grammars, Prompts, and Dialog


HTML EmulationHTML Emulation

With which Credit Card do you want to pay?With which Credit Card do you want to pay?

Visa InternationalVisa International

Master CardMaster Card

American ExpressAmerican Express


Speech ObjectsSpeech Objects

Verified, Qualified Sub-DialoguesVerified, Qualified Sub-Dialogues

Open Source / Recognizer independentOpen Source / Recognizer independent

Application independentApplication independent

Platform independentPlatform independent

Decreases dramatically Application Development Decreases dramatically Application Development

timetime


VisionVision


Customer/EmployeeCustomer/Employee Service ProviderService ProviderIBM 201/5.ORCL 33IBM 201/5.ORCL 33



ContentContent

Voice Web VisionVoice Web VisionVoice Web VisionVoice Web Vision

Phone NumberPhone NumberPhone NumberPhone Number

1 2 34 5 67 8 9* 0 #

Voice SiteVoice SiteVoice SiteVoice Site VoyagerVoyagerVoyagerVoyager

IntelligentIntelligentDialtoneDialtone


Voice Web ParticipantsVoice Web Participants

VoiceVoicePortalPortal

VoiceVoiceContentContent

ServiceServiceProviderProvider

InfraInfrastructurestructure

E-commerce sites,E-commerce sites,Enterprises,Enterprises,

Content providersContent providers

E-commerce sites,E-commerce sites,Enterprises,Enterprises,

Content providersContent providers

Carriers, ASP’s,Carriers, ASP’s,Hosting companiesHosting companies

Carriers, ASP’s,Carriers, ASP’s,Hosting companiesHosting companies

InformationInformationservices, services,

messaging andmessaging ande-commercee-commerce

InformationInformationservices, services,

messaging andmessaging ande-commercee-commerce

Nuance, Hardware,Nuance, Hardware,Networking,Networking,MiddlewareMiddleware

Nuance, Hardware,Nuance, Hardware,Networking,Networking,MiddlewareMiddleware


Voice Web TechnologiesVoice Web Technologies

SpeechSpeechObjectsObjects

VoiceVoiceXMLXML

VoyagerVoyager V-BuilderV-Builder

SoftwareSoftware

1.0 spec available1.0 spec availableW3C submissionW3C submission

imminentimminent

1.0 spec available1.0 spec availableW3C submissionW3C submission

imminentimminent

First live systemFirst live systemin Q2/Q3in Q2/Q3

First live systemFirst live systemin Q2/Q3in Q2/Q3

Over 100Over 100objects developedobjects developed

Over 100Over 100objects developedobjects developed

First graphical toolFirst graphical toolfor VoiceXML andfor VoiceXML and

SpeechObjectsSpeechObjects

First graphical toolFirst graphical toolfor VoiceXML andfor VoiceXML and

SpeechObjectsSpeechObjects


Voice WebVoice Web





PlayersPlayers


VoiceVoiceXMLXML

VoyagerVoyager ToolsTools

SoftwareSoftware


Voice PortalsVoice Portals





BusinessBusinessRelationshipsRelationships


Voice PortalsVoice Portals


Voice PortalVoice PortalSoftware Software

UsageUsage


VoiceVoiceXMLXML

VoyagerVoyager ToolsTools


Content SitesContent Sites







Content SitesContent Sites

Content SiteContent SiteSoftware Software

UsageUsage


VoiceVoiceXMLXML

ToolsTools



Service ProvidersService Providers







Service ProvidersService Providers

ServiceServiceProviderProviderSoftware Software

UsageUsage

VoyagerVoyager


VoiceVoiceXMLXML



VoyagerVoyagerVoyagerVoyager

Voice Voice ApplicationsApplications

Voice Voice ApplicationsApplications

ConsumerConsumer VSP/Voice PortalVSP/Voice PortalIBM 201/5.ORCL 33IBM 201/5.ORCL 33



ContentContent

Voice Web ArchitectureVoice Web ArchitectureVoice Web ArchitectureVoice Web Architecture

Phone NumberPhone NumberPhone NumberPhone Number1 2 34 5 67 8 9* 0 #

VoiceXML/VoiceXML/SpeechObjectsSpeechObjects

VoiceXML/VoiceXML/SpeechObjectsSpeechObjects

Trusted

Content


Technology ModelsTechnology Models

Voyager

VoiceXML

SpeechObjects

Speech server

IP

Voyager

VoiceXML

SpeechObjects

Speech server

IP

Browser Browser

Markup LanguageMarkup Language

Component TechnologyComponent Technology

ServersServers

ConnectivityConnectivity

Browser Browser

Markup LanguageMarkup Language

Component TechnologyComponent Technology

ServersServers

ConnectivityConnectivity

Navigator

HTML

JavaBeans/COM

Web server

IP

Navigator

HTML

JavaBeans/COM

Web server

IP

UsersUsersUsersUsers

ContentContentContentContent


Voice Web Application StackVoice Web Application Stack

Voice ContentVoice ContentVoice ContentVoice Content

Application ContentApplication ContentApplication ContentApplication Content

Application DatabaseApplication DatabaseApplication DatabaseApplication Database

Speech Recognition/Voice AuthenticationSpeech Recognition/Voice AuthenticationSpeech Recognition/Voice AuthenticationSpeech Recognition/Voice Authentication

Voice BrowserVoice BrowserVoice BrowserVoice Browser

HardwareHardwareHardwareHardware

TelephonyTelephonyTelephonyTelephony


Voice Portal ExampleVoice Portal Example








Who ProvidesWho Provides Who RunsWho Runs

Portal/NuancePortal/Nuance

PortalPortal

Content SiteContent Site

NuanceNuance

NuanceNuance

Hardware Co.Hardware Co.

Board/IVR Co.Board/IVR Co.

PortalPortal

PortalPortal

Content SiteContent Site

PortalPortal

PortalPortal

PortalPortal

PortalPortal


Hosted E-commerce Site ExampleHosted E-commerce Site Example








Who ProvidesWho Provides Who RunsWho Runs

SI/NuanceSI/Nuance

E-commerce siteE-commerce site


Nuance/ASPNuance/ASP

Nuance/ASPNuance/ASP

Hardware Co.Hardware Co.

Board/IVR Co.Board/IVR Co.

ASPASP

ASP/ASP/E-commerce siteE-commerce site


ASPASP

ASPASP

ASPASP

ASPASP


SummarySummary

New roles ==> New playersNew roles ==> New players Important questionsImportant questions

Scalability in terms of portsScalability in terms of ports Scalability in terms of development timeScalability in terms of development time UsabilityUsability

Position yourself!Position yourself! Speech Recognition is not the biggest problemSpeech Recognition is not the biggest problem

speech. understanding. action. the voice web players dr. christian dugast director europe 05/00 the...

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