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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

Use your Voice to Access the WEB

Christian Dugast

Director European Operations

Nuance Communications


Agenda

Agenda

What is Speech Recognition?

V-Commerce Examples

Intelligent Phone

Summary


Speech recognition in telephony

Speech Recognition in Telephony

is to understandwhat people say

in order to act accordingly


Fidelity investments

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

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

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

Nuance Vision

Voice user interfaces

linking people with

information, transactions and services

over current and

next generation networks


Agenda1

Agenda

What is Speech Recognition?

V-Commerce Examples

Intelligent Phone

Summary


Use your voice to access the web

Introducing

Voyager


The 2 networks

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


Next generation network

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

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)


Voyager1

Voyager

  • Browser functionality

    • Navigation

      • Dialing - Voice enabled phone net & internet

      • Hyperlink (flat menus)

      • History

        • Bookmarks

        • Back/forward

    • Personalization

      • Security services

      • Profiles, preferences


Voyager2

Voyager

  • Voice enabled applications

    • Directory Assistance

    • Unified Messaging

    • Enhanced Services

      • Personal Agents

    • V-Commerce applications

    • Enterprise applications

      • Customer contact center

      • CRM, SFA, etc.


Break

BREAK


Html emulation

HTML Emulation

  • With which Credit Card do you want to pay?

     Visa International

     Master Card

     American Express


Use your voice to access the web

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

Speech Objects

  • Verified, Qualified Sub-Dialogues

  • Open Source / Recognizer independent

  • Application independent

  • Platform independent

  • Decreases dramatically Application Development time


Voyager3

1

2

3

4

5

6

People

7

8

9

Network

*

0

#

Audio Text

IVRs

Speech IVRs

Voyager

Telephone Network Today


Voyager4

1

2

3

4

5

6

People

7

8

9

*

0

#

VSP

Audio Text

IVRs

Speech IVRs

Voyager

VSP

Network

Voyager


Voyager5

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


Voyager6

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


Voyager7

1

2

3

4

5

6

Person

7

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


Voyager8

1

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


Voyager9

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


Voyager10

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

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


Use your voice to access the web

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