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Building Fault Tolerant Voice User Interfaces

Building Fault Tolerant Voice User Interfaces. SpeechTEK 2007. Tuesday, August 21 Track B “Getting the VUI Right when Recognition Goes Wrong”. Versay Solutions, LLC. Daniel Padgett Senior Speech Technology Consultant Jessica Peterson Hicks, Ph.D. Speech Technology Consultant.

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Building Fault Tolerant Voice User Interfaces

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  1. Building Fault Tolerant Voice User Interfaces SpeechTEK 2007 Tuesday, August 21 Track B “Getting the VUI Right when Recognition Goes Wrong”

  2. Versay Solutions, LLC Daniel Padgett Senior Speech Technology Consultant Jessica Peterson Hicks, Ph.D. Speech Technology Consultant

  3. Fault Tolerant Voice User Interfaces • Error Prevention • Error Resolution

  4. Directed Dialog • Prompt Design • Grammar Coverage

  5. Proof of Concept NL Routing Application • Natural Language (NL) Main Menu • “How can I help you?” • Main Menu Confirmation • “Back Off” Menu to support Main Menu failures • Disambiguation dialog states • Form-filling dialog states

  6. Case Study – Back Off Main Menu • Initial Prompt • Designed to handle exception cases from Main Menu • Options mapped to core business practices • Grammar • Optimally constrained static grammar • 5 slots / semantic interpretations

  7. Case Study – Back Off Main Menu

  8. Case Study – Main Menu Confirmation • Initial Prompt • Dynamically constructed • Covered ~100 categories “Okay. [You need to change your address.] Is that right?” • Grammar • Optimally constrained static grammar • 2 slots / semantic interpretations

  9. Case Study – Main Menu Confirmation

  10. Robust Interpretation (RI) • Statistical Language Models • Interpretation Grammars

  11. RI – Back Off Main Menu • Statistical Language Model • Training set of ~2500 utterances • Test set of ~1000 utterances • Interpretation Grammar • 8 slots / semantic interpretations

  12. RI – Back Off Main Menu

  13. RI – Main Menu Confirmation • Statistical Language Model • Training set of ~3000 utterances • Test set of ~1000 utterances • Interpretation Grammar • 20 slots / semantic interpretations • Y, N, N+RoutingCategory, RoutingCategory

  14. RI – Main Menu Confirmation

  15. Error Prevention - Summary • Robust Interpretation for two key states • Considerable increases in coverage • Significant decreases in no-match rates • Minimal False-Accepts

  16. Fault Tolerant Voice User Interfaces • Error Prevention • Error Resolution

  17. Error Resolution • Dialog State Error Strategy • Universal Error Strategy • Task-related Error Strategy

  18. Established Methods • Dialog State Error Handling • Escalating error strategy • No-input and no-match handlers • Implicit DTMF • Universal Error Handling • Increment for each no-match, no-input • Transfer when maximum exceeded

  19. Dialog State Error Strategy • Escalating error handling • Rapid reprompt • Explicit DTMF on penultimate error prompt • Transfer on final error • Combination of no-match and no-input handlers

  20. Universal Error Strategy • Increment / decrement counter • Score errors on distinct dimensions • Number • Consecutivity

  21. Task-related Error Strategy • Determine “sensitivity” level for each call path • Allow fewer errors on sensitive paths, more errors on less sensitive paths • Report a Problem = highly sensitive • Monthly Payment = moderately sensitive • Hours of Operation / Location = less sensitive

  22. Customer Service Universals • Acknowledge • Explain • Re-prompt

  23. Customer Service Universals – Case Study

  24. Summary Fault Tolerance means striking the right balance between: • Error Prevention • Error Resolution

  25. Contact Us www.versay.com dpadgett@versay.com jhicks@versay.com (888) 869-0121

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