mobile information services interactive voice recognition j r me ferre sapn

1. Mobile Information Services & Interactive Voice Recognition J�r�me FERRE (SAPN)

3. The Soci�t� des Autoroutes Paris Normandie (SAPN) wished to complete its portfolio of information delivery supports for its clients Requirements of the service: From the end user perspective Personalised information Access information on demand Access to information independently of location and time. Intuitive communication mode From the road operator perspective: Provide a timely response to information request Ensure safety conditions are respected Meet business case requirements of moderate costs Maximise benefit of commonly used devices such as (mobile) phones Mobile information Services & IVR system

4. Solution: Provide a telephone service, �accessible from either fixed lines or mobiles, �associated with Interactive Voice Recognition, �permanently available through shared revenue 0892 XX XX XX number Intuitive communication mode Economic model is well known Voice and telephone services are well received by users and tend to become a primary �Customer Relations� service (Virtual offices of France Telecom, French Railways, Banks, Weather forecasts�)

5. Available Information : A13, A14, A29 motorways Real-time information (events and network conditions) Most relevant travel times Long term traffic and congestion forecasts IVR information is classified by motorways direction of traffic date (for forecasts only)

6. IVR Architecture Information is collected by SAPN�s TIC Information is formatted to XML files Information is transferred every 3 minutes to the IVR host system The IVR processes requests for information based on the identification of keywords The IVR system delivers information by assembling pre-recorded words according to XML files content.

7. Service benefits : Frequency of updates ��Multi-concepts�� feature allows the detection of several keywords as short-cuts to desired information Option for users to pause and resume later (�Pause� keyword) Identification of calls originating from mobiles or fixed phones enables the delivery of a special safety message No artificial voice Auto adaptative system (provides advice to the user on the most efficient way to get to information) Content can be administrated by SAPN Flexible architecture allows service to evolve according to user needs and operational feedback

8. Main work packages : 4 months : IVR system development and customisation (ATOS) 2 months : Information flow tuning (GTIE ) Revenue shared between SAPN, IVR host (ATOS) and Telecom 0892 operator (France Telecom) User cost = 0,34 � per minute

9. Key Success Factors: Quality & reliability of information Availability of information Ergonomic and interactive dialogue High keywords match rate Simple information management architecture Voice Recognition quality Solid recognition capabilities Noise cancelling/filtering Response sound quality similar to voice

10. SAPN�s IVR is the first such system developed for traffic and motorway information Possible evolution : Creation of �vocal information portals� Integration of alternative languages Integration of caller location to provide additional levels of information and added value services Evolution to VXML as soon as the standard becomes stabilised