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Use your Voice to Access the WEB. Christian Dugast Director European Operations Nuance Communications. Agenda. What is Speech Recognition?. V-Commerce Examples. Intelligent Phone. Summary. Speech Recognition in Telephony. is to understand what people say in order to act accordingly.

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Use your Voice to Access the WEB

Christian Dugast

Director European Operations

Nuance Communications


Agenda

What is Speech Recognition?

V-Commerce Examples

Intelligent Phone

Summary


Speech Recognition in Telephony

is to understandwhat people say

in order to act accordingly


Fidelity Investments

  • Implementation

  • Roll-out completed July ‘99

  • IBM telephony platform

Case Study

  • Application

  • Quotes & trading

  • Natural language dialog

  • Volume

  • Up to 1 million calls/day

  • Over 4,000 ports

  • Benefits

  • Cost savings

  • Service improvement


Home Shopping Network

  • Implementation

  • Roll-out began July ‘99

  • Edify telephony platform

Case Study

  • Application

  • Voice authentication

  • V-commerce

  • Volume

  • 5 million customers

  • 160,000 calls/day

  • Benefits

  • Security

  • Personalization


Corporate Information

  • Headquarters Silicon Valley

    • 1994 Spin-off from SRI International

  • 280 Employees

    • 105 R&D

  • V-Commerce market leader

    • 75 live customers / over 3 Million calls per day

  • Global presence

    • North America, Europe, Asia, South America


Nuance Vision

Voice user interfaces

linking people with

information, transactions and services

over current and

next generation networks


Agenda

What is Speech Recognition?

V-Commerce Examples

Intelligent Phone

Summary


Introducing

Voyager


Person

TelephoneNetwork

Touch-tone

PSTN / Cell

Speech

1

2

3

4

5

6

Internet

IP

7

8

9

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

*

0

#

Web

The 2 Networks


Touch-tone

Speech

1

2

3

4

5

6

7

8

9

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

Nuance

*

0

#

Web

Next Generation Network

Person

Next

GenerationNetwork

PSTN / Cell

IP

IP


Voyager

  • A standard voice interface for navigating the next generation network

    • Dialtone

    • Voice Browser

      • Web Paradigm for navigation and personalization

  • Platform

    • Run-time

    • Content Development Tools

      • V-Builder (SpeechObjects, VoiceXML)


Voyager

  • Browser functionality

    • Navigation

      • Dialing - Voice enabled phone net & internet

      • Hyperlink (flat menus)

      • History

        • Bookmarks

        • Back/forward

    • Personalization

      • Security services

      • Profiles, preferences


Voyager

  • Voice enabled applications

    • Directory Assistance

    • Unified Messaging

    • Enhanced Services

      • Personal Agents

    • V-Commerce applications

    • Enterprise applications

      • Customer contact center

      • CRM, SFA, etc.


BREAK


HTML Emulation

  • With which Credit Card do you want to pay?

     Visa International

     Master Card

     American Express


Result from

SpeechObject:

15.00

DepTime:

Application

SpeechObjects™

Include Grammars, Prompts, and Dialog

What time would

you like to leave?

Time

SpeechObject

3 o’clock

Is that AM or PM?

PM

You would

…..?

Yes


Speech Objects

  • Verified, Qualified Sub-Dialogues

  • Open Source / Recognizer independent

  • Application independent

  • Platform independent

  • Decreases dramatically Application Development time


1

2

3

4

5

6

People

7

8

9

Network

*

0

#

Audio Text

IVRs

Speech IVRs

Voyager

Telephone Network Today


1

2

3

4

5

6

People

7

8

9

*

0

#

VSP

Audio Text

IVRs

Speech IVRs

Voyager

VSP

Network

Voyager


1

2

3

4

5

6

Person

7

8

9

*

0

#

VSP

Audio Text

Hosted Speech

IVR

Hosted Speech

Speech IVR

Speech

Objects

Hertz

Voyager

Hosted Speech IVR

Network

Finnair


1

2

3

4

5

6

Person

7

8

9

*

0

#

VSP

Audio Text

IVR

Speech IVR

Hertz

Voyager

Hosted Speech IVR

Network

Hertz

Hosted Speech

Hertz

Finnair


1

2

3

4

5

6

Person

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8

9

*

0

#

VSP

Audio Text

IVR

Web Page

Speech IVR

Speech

Objects

Web Page

Voyager

Voice-enabled Web

Network

IVR

Hosted Speech

Hertz

Finnair

Amazon


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2

3

4

5

6

Person

7

8

9

*

0

#

VSP

Audio Text

IVR

Hosted Speech

Speech IVR

Hertz

Web Page

Amazon

Voyager

Voice-enabled Web

Network

Amazon

Finnair

Amazon


1

2

3

4

5

6

Person

7

8

9

*

0

#

VSP

Audio Text

IVR

Hosted Speech

Speech IVR

Hertz

Portal

Web Page

Voyager

Voice Portal Hosted at VSP

Network

Amazon


1

2

3

4

5

6

Person

7

8

9

*

0

#

VSP

Audio Text

IVR

Hosted Speech

Speech IVR

Hertz

Portal

Web Page

Voyager

VSP as Voice Portal

Network

Amazon


Summary

  • Speech Recognition / Understanding

    • is there

    • is useful

    • it works

  • We are back to the good old days

  • We can access the whole content of the world over the phone

  • The visual dialogue will replace the vocal dialogue


Dugast@nuance.com


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