Directory Assistance Service Interactive telephone-basedspr/IDAS/brochure/IDAS_A4.pdf · Reference...
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Directory Assistance Service Interactive telephone-based Directory Assistance Service IDAS ■ Large vocabulary recognition ■ Flexible dialogue planning ■ Easily portable to new applications ■ Easily configurable for new environments
Transcript of Directory Assistance Service Interactive telephone-basedspr/IDAS/brochure/IDAS_A4.pdf · Reference...
This project is supported by the Language Engineering sector of the Telematics Application Program of the European Union.Reference Number LE4-8315.
Directory Assistance ServiceInteractive telephone-based Directory Assistance Service
IDAS
Partners:
DaimlerChrysler AGHelmut MangoldWilhelm-Runge-Str. 11D-89081 Ulm, Germanyhelmut.mangold@daimlerchrysler. comPhone +49/731-505-2142
Deutsche Telekom AGPeter GronerBahnhofplatz 2D-89073 Ulm, [email protected] +49/731-100-85928
T-Nova Deutsche TelekomInnovationsgesellschaft mbH, BerkomDr. Bernhard KasparAm Kavalleriesand 2D-64276 Darmstadt, [email protected] +49/61 51-83-35 41
KNOWLEDGE S.A.Dr. Stefanos MichosN.E.O. Patron-Athinon 37GR-26441 Patras, [email protected] +30/61 452 820
University of Patras, WireCommunications LaboratoryProf. George KokkinakisAssoc. Prof. Nikos FakotakisGR-26110 Kato Kastritsi-Patras, [email protected]@wcl.ee.upatras.grPhone +30/61 996 216
OTE – Hellenic TelecommunicationsOrganization S.A.Dimitrios PrimikirisDr. Marios MantakasR&D Dept.Pelika & Psaron streetsGR-15122 Maroussi(Athens), [email protected]@oteresearch.grPhone +30/1 611 59 12, +30/1 611 46 62
Universidad Politécnica de MadridProf. José PardoETSI Telecomunicación-CiudadUniversitariaES-28040 Madrid, [email protected] +34/91 336 73 11
Swisscom AGDr. Jean-Luc CochardCIT-CT-SPIGüterstrasse 5/7CH-3072 Ostermundigen, [email protected] +41/31 342 87 34
EidgenössischeTechnische HochschuleDr. Beat PfisterInstitut TIKETH-Zentrum, ETZ D97.6CH-8092 Zürich, [email protected] +41/1 632 51 37
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■ Large vocabulary recognition■ Flexible dialogue planning■ Easily portable to new applications■ Easily configurable for new environments
IDAS is a Partnership of:
Coordinator:
TEMIC TELEFUNKENmicroelectronic GmbHDr. Marcus E. HenneckeDivision Speech ProcessingSöflinger Str. 100D-89077 Ulm, [email protected] +49/731-3994-117
Consortium web address:www.tik.ee.ethz.ch/~idas/
EU web address:www.linglink.lu/hlt/projects/idas/
UniversidadPolitécnica de Madrid.Departamento deIngeniería Electrónica.Grupo de Tecnologíadel Habla.
Hellenic TelecommunicationsOrganization S.A. University of Patras,
Wire Communications Laboratory
The number is 12345.
There are twenty personswith that name.
What is the city name? Frankfurt.
Do you mean"Frankfurt am Main?" No, Frankfurt an der Oder. Implicit Correction
What is the surname? Mayer with A. Y. Name and Spelling
Did you say"Mayer with A.Y."? Yes, exactly.
What is the first name? I don't know. First name unknown
What is the street name? Holzweg.
System Caller Comments
Operator
Graphical User Interface
Speech Input
Switch Module
Speech Output
Database Module
Dialogue Module
Operator Module
LAN
DatabaseServer
System Control
AutomaticCallDistribution(ACD)
The Challenge
2 3
The primary target of this project is todemonstrate the applicability of verylarge vocabulary speech recognition andspeech dialogue technologies in thedevelopment of cost-effective and user-friendly applications for automated (with-out the intervention of human operators)and interactive telephone-based directoryassistance services.
The opportunities are major.The challenges however are equally great:
•Very large vocabularies (several milliondirectory entries) with some very simi-lar or even non-discernible entries
•Need for a very effective dialogue toachieve the required disambiguationand to narrow down the search space
•Large user population posing demandsfor a very simple operation
Three major European telecom compa-nies have established validation sites inwhich the demonstrators were evaluated.Starting from a system with minimalfunctionality, progressive steps weremade by enhancing the sophistication
Directory assistance is one of the oldestand one of the most widespread tele-phone-based services provided today.Furthermore, it is not only telecom com-panies and independent service providersthat offer directory assistance services.Private companies and public institutionsoften operate telephone centres which aidcallers in finding the extension numbersof departments and employees. Manymore companies wish to do the same butcannot afford to keep an operator on staff.At the same time the public demands anenhanced quality in directory assistanceservices in terms of user-friendliness,speed and reliability.
The IDAS system automates the repetitivetask of directory assistance, freeing theoperators to answer more complexrequests. Small companies are now ableto offer integrated directory assistancewhere previously no such service wasavailable.
and functionality of the application, thesize of the vocabulary, the degree of auto-mation and the accessibility to the public.The ultimate result is a system that meetspublic acceptance and has been exposedto the public for extensive, real life dem-onstration and evaluation.
In order to maximise the potential of theIDAS system, the partners agreed on acommon system architecture which isable to meet the needs of many appli-cations and can easily be configured fordifferent service environments.
While complete automation of the direc-tory assistance service is not within reachfor the duration of this project, its goal isto follow significant milestones in thisdirection. The demonstrators provide apartially automated service, and movefrom experimental solutions up to small-sized systems operating in real life.
The IDAS Solution
Example
The IDAS demonstrators provide reliablenation-wide directory assistance for bothprivate and commercial numbers. Inaddition to large vocabulary recognition,this requires flexible dialogue strategiescapable of resolving ambiguities. In thesimplest case, there may be several en-tries with the same last name or theremay be different spellings for the samename.
A modular system architecture allows thesystem to be used in almost any applica-tion providing information services. Theentire handling rests in the system con-trol module. It handles calls and providesdirectory assistance service by utilisingthe other modules. Thus, since the func-tionality of the system rests entirely inthe modules, it is easily adapted to newenvironments by exchanging the appro-priate modules. For example, if the sys-tem is to be used at a different telecom
company, only the switch module, data-base module, and operator module mightneed to be replaced. Since the modulesare configurable, the system is also easilyadapted to new applications.
The system architecture is not intendedto replace already existing standardsfor recogniser APIs. It coexists very wellwith ECTF, MS-SAPI, Java Speech API,and other established programmingstandards.
The number is 12345.
There are twenty personswith that name.
What is the city name? Frankfurt.
Do you mean"Frankfurt am Main?" No, Frankfurt an der Oder. Implicit Correction
What is the surname? Mayer with A. Y. Name and Spelling
Did you say"Mayer with A.Y."? Yes, exactly.
What is the first name? I don't know. First name unknown
What is the street name? Holzweg.
System Caller Comments
Operator
Graphical User Interface
Speech Input
Switch Module
Speech Output
Database Module
Dialogue Module
Operator Module
LAN
DatabaseServer
System Control
AutomaticCallDistribution(ACD)
The Challenge
2 3
The primary target of this project is todemonstrate the applicability of verylarge vocabulary speech recognition andspeech dialogue technologies in thedevelopment of cost-effective and user-friendly applications for automated (with-out the intervention of human operators)and interactive telephone-based directoryassistance services.
The opportunities are major.The challenges however are equally great:
•Very large vocabularies (several milliondirectory entries) with some very simi-lar or even non-discernible entries
•Need for a very effective dialogue toachieve the required disambiguationand to narrow down the search space
•Large user population posing demandsfor a very simple operation
Three major European telecom compa-nies have established validation sites inwhich the demonstrators were evaluated.Starting from a system with minimalfunctionality, progressive steps weremade by enhancing the sophistication
Directory assistance is one of the oldestand one of the most widespread tele-phone-based services provided today.Furthermore, it is not only telecom com-panies and independent service providersthat offer directory assistance services.Private companies and public institutionsoften operate telephone centres which aidcallers in finding the extension numbersof departments and employees. Manymore companies wish to do the same butcannot afford to keep an operator on staff.At the same time the public demands anenhanced quality in directory assistanceservices in terms of user-friendliness,speed and reliability.
The IDAS system automates the repetitivetask of directory assistance, freeing theoperators to answer more complexrequests. Small companies are now ableto offer integrated directory assistancewhere previously no such service wasavailable.
and functionality of the application, thesize of the vocabulary, the degree of auto-mation and the accessibility to the public.The ultimate result is a system that meetspublic acceptance and has been exposedto the public for extensive, real life dem-onstration and evaluation.
In order to maximise the potential of theIDAS system, the partners agreed on acommon system architecture which isable to meet the needs of many appli-cations and can easily be configured fordifferent service environments.
While complete automation of the direc-tory assistance service is not within reachfor the duration of this project, its goal isto follow significant milestones in thisdirection. The demonstrators provide apartially automated service, and movefrom experimental solutions up to small-sized systems operating in real life.
The IDAS Solution
Example
The IDAS demonstrators provide reliablenation-wide directory assistance for bothprivate and commercial numbers. Inaddition to large vocabulary recognition,this requires flexible dialogue strategiescapable of resolving ambiguities. In thesimplest case, there may be several en-tries with the same last name or theremay be different spellings for the samename.
A modular system architecture allows thesystem to be used in almost any applica-tion providing information services. Theentire handling rests in the system con-trol module. It handles calls and providesdirectory assistance service by utilisingthe other modules. Thus, since the func-tionality of the system rests entirely inthe modules, it is easily adapted to newenvironments by exchanging the appro-priate modules. For example, if the sys-tem is to be used at a different telecom
company, only the switch module, data-base module, and operator module mightneed to be replaced. Since the modulesare configurable, the system is also easilyadapted to new applications.
The system architecture is not intendedto replace already existing standardsfor recogniser APIs. It coexists very wellwith ECTF, MS-SAPI, Java Speech API,and other established programmingstandards.
This project is supported by the Language Engineering sector of the Telematics Application Program of the European Union.Reference Number LE4-8315.
Directory Assistance ServiceInteractive telephone-based Directory Assistance Service
IDAS
Partners:
DaimlerChrysler AGHelmut MangoldWilhelm-Runge-Str. 11D-89081 Ulm, Germanyhelmut.mangold@daimlerchrysler. comPhone +49/731-505-2142
Deutsche Telekom AGPeter GronerBahnhofplatz 2D-89073 Ulm, [email protected] +49/731-100-85928
T-Nova Deutsche TelekomInnovationsgesellschaft mbH, BerkomDr. Bernhard KasparAm Kavalleriesand 2D-64276 Darmstadt, [email protected] +49/61 51-83-35 41
KNOWLEDGE S.A.Dr. Stefanos MichosN.E.O. Patron-Athinon 37GR-26441 Patras, [email protected] +30/61 452 820
University of Patras, WireCommunications LaboratoryProf. George KokkinakisAssoc. Prof. Nikos FakotakisGR-26110 Kato Kastritsi-Patras, [email protected]@wcl.ee.upatras.grPhone +30/61 996 216
OTE – Hellenic TelecommunicationsOrganization S.A.Dimitrios PrimikirisDr. Marios MantakasR&D Dept.Pelika & Psaron streetsGR-15122 Maroussi(Athens), [email protected]@oteresearch.grPhone +30/1 611 59 12, +30/1 611 46 62
Universidad Politécnica de MadridProf. José PardoETSI Telecomunicación-CiudadUniversitariaES-28040 Madrid, [email protected] +34/91 336 73 11
Swisscom AGDr. Jean-Luc CochardCIT-CT-SPIGüterstrasse 5/7CH-3072 Ostermundigen, [email protected] +41/31 342 87 34
EidgenössischeTechnische HochschuleDr. Beat PfisterInstitut TIKETH-Zentrum, ETZ D97.6CH-8092 Zürich, [email protected] +41/1 632 51 37
Prin
ted
in G
erm
any
04/
00 -
0.8k
- ID
AS E
01 -
TH 2
95-0
0024
9■ Large vocabulary recognition■ Flexible dialogue planning■ Easily portable to new applications■ Easily configurable for new environments
IDAS is a Partnership of:
Coordinator:
TEMIC TELEFUNKENmicroelectronic GmbHDr. Marcus E. HenneckeDivision Speech ProcessingSöflinger Str. 100D-89077 Ulm, [email protected] +49/731-3994-117
Consortium web address:www.tik.ee.ethz.ch/~idas/
EU web address:www.linglink.lu/hlt/projects/idas/
UniversidadPolitécnica de Madrid.Departamento deIngeniería Electrónica.Grupo de Tecnologíadel Habla.
Hellenic TelecommunicationsOrganization S.A. University of Patras,
Wire Communications Laboratory
