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Speech. Understanding. Action.
The Voice Web PlayersThe Voice Web Players
Dr. Christian DugastDr. Christian DugastDirector EuropeDirector Europe
05/0005/00
The Voice Web PlayersThe Voice Web Players
Dr. Christian DugastDr. Christian DugastDirector EuropeDirector Europe
05/0005/00
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.2
AgendaAgenda
What is Speech Recognition capable of?What is Speech Recognition capable of?
Voice Web strategyVoice Web strategy
ExamplesExamples
SummarySummary
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.3
Speech Recognition in TelephonySpeech Recognition in Telephony
is to is to understandunderstandwhat people saywhat people say
in order to in order to actact accordingly accordingly
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.4
Case Study
Case Study
Fidelity InvestmentsFidelity Investments
ApplicationApplication• Quotes & tradingQuotes & trading• Natural language Natural language
dialogdialog
ImplementationImplementation• Roll-out completed July ‘99Roll-out completed July ‘99• IBM telephony platformIBM telephony platform
BenefitsBenefits• Cost savingsCost savings• Service improvementService improvement
VolumeVolume• Up to 1 million calls/dayUp to 1 million calls/day• Over 4,000 portsOver 4,000 ports
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.5
Customer/EmployeeCustomer/Employee Service ProviderService ProviderIBM 201/5.ORCL 33IBM 201/5.ORCL 33
ABCABCABCABC123123123123SMITHSMITHSMITHSMITH
4th Road4th Road4th Road4th Road
ContentContent
Standard User InterfaceStandard User Interface
NavigationNavigation VoicelinksVoicelinks HotwordHotword Continuous call Continuous call
controlcontrol PersonalizationPersonalization
User profilesUser profiles BookmarksBookmarks Secure sign-onSecure sign-on
Active helpActive help
Voice SiteVoice SiteVoice SiteVoice Site
SpeechSpeech
Touch-toneTouch-tone1 2 34 5 67 8 9* 0 #
PersonPerson
Web SiteWeb SiteVoyagerVoyagerVoyagerVoyager
Speech. Understanding. Action.
DefinitionDefinition
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.7
TimeTimeSpeechObjectSpeechObject
What time wouldWhat time wouldyou like to leave?you like to leave?What time wouldWhat time wouldyou like to leave?you like to leave?
Is that AM or PM?Is that AM or PM?Is that AM or PM?Is that AM or PM?
3 o’clock3 o’clock3 o’clock3 o’clock
PMPMPMPM
You wouldYou would……..?..?
You wouldYou would……..?..?
YesYesYesYes
Result fromSpeechObject:
DepTimeDepTime:: 15.0015.00
ApplicationApplicationApplicationApplication
SpeechObjects™SpeechObjects™ Include Grammars, Prompts, and DialogInclude Grammars, Prompts, and Dialog
SpeechObjects™SpeechObjects™ Include Grammars, Prompts, and DialogInclude Grammars, Prompts, and Dialog
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.8
HTML EmulationHTML Emulation
With which Credit Card do you want to pay?With which Credit Card do you want to pay?
Visa InternationalVisa International
Master CardMaster Card
American ExpressAmerican Express
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.9
Speech ObjectsSpeech Objects
Verified, Qualified Sub-DialoguesVerified, Qualified Sub-Dialogues
Open Source / Recognizer independentOpen Source / Recognizer independent
Application independentApplication independent
Platform independentPlatform independent
Decreases dramatically Application Development Decreases dramatically Application Development
timetime
Speech. Understanding. Action.
VisionVision
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.11
Customer/EmployeeCustomer/Employee Service ProviderService ProviderIBM 201/5.ORCL 33IBM 201/5.ORCL 33
ABCABCABCABC123123123123SMITHSMITHSMITHSMITH
4th Road4th Road4th Road4th Road
ContentContent
Voice Web VisionVoice Web VisionVoice Web VisionVoice Web Vision
Phone NumberPhone NumberPhone NumberPhone Number
1 2 34 5 67 8 9* 0 #
Voice SiteVoice SiteVoice SiteVoice Site VoyagerVoyagerVoyagerVoyager
IntelligentIntelligentDialtoneDialtone
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.12
Voice Web ParticipantsVoice Web Participants
VoiceVoicePortalPortal
VoiceVoiceContentContent
ServiceServiceProviderProvider
InfraInfrastructurestructure
E-commerce sites,E-commerce sites,Enterprises,Enterprises,
Content providersContent providers
E-commerce sites,E-commerce sites,Enterprises,Enterprises,
Content providersContent providers
Carriers, ASP’s,Carriers, ASP’s,Hosting companiesHosting companies
Carriers, ASP’s,Carriers, ASP’s,Hosting companiesHosting companies
InformationInformationservices, services,
messaging andmessaging ande-commercee-commerce
InformationInformationservices, services,
messaging andmessaging ande-commercee-commerce
Nuance, Hardware,Nuance, Hardware,Networking,Networking,MiddlewareMiddleware
Nuance, Hardware,Nuance, Hardware,Networking,Networking,MiddlewareMiddleware
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.13
Voice Web TechnologiesVoice Web Technologies
SpeechSpeechObjectsObjects
VoiceVoiceXMLXML
VoyagerVoyager V-BuilderV-Builder
SoftwareSoftware
1.0 spec available1.0 spec availableW3C submissionW3C submission
imminentimminent
1.0 spec available1.0 spec availableW3C submissionW3C submission
imminentimminent
First live systemFirst live systemin Q2/Q3in Q2/Q3
First live systemFirst live systemin Q2/Q3in Q2/Q3
Over 100Over 100objects developedobjects developed
Over 100Over 100objects developedobjects developed
First graphical toolFirst graphical toolfor VoiceXML andfor VoiceXML and
SpeechObjectsSpeechObjects
First graphical toolFirst graphical toolfor VoiceXML andfor VoiceXML and
SpeechObjectsSpeechObjects
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.14
Voice WebVoice Web
VoiceVoicePortalPortal
VoiceVoiceContentContent
ServiceServiceProviderProvider
InfraInfrastructurestructure
PlayersPlayers
SpeechSpeechObjectsObjects
VoiceVoiceXMLXML
VoyagerVoyager ToolsTools
SoftwareSoftware
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.15
Voice PortalsVoice Portals
VoiceVoicePortalPortal
VoiceVoiceContentContent
ServiceServiceProviderProvider
InfraInfrastructurestructure
BusinessBusinessRelationshipsRelationships
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.16
Voice PortalsVoice Portals
VoiceVoicePortalPortal
Voice PortalVoice PortalSoftware Software
UsageUsage
SpeechSpeechObjectsObjects
VoiceVoiceXMLXML
VoyagerVoyager ToolsTools
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.17
Content SitesContent Sites
VoiceVoicePortalPortal
VoiceVoiceContentContent
ServiceServiceProviderProvider
InfraInfrastructurestructure
BusinessBusinessRelationshipsRelationships
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.18
Content SitesContent Sites
Content SiteContent SiteSoftware Software
UsageUsage
SpeechSpeechObjectsObjects
VoiceVoiceXMLXML
ToolsTools
VoiceVoiceContentContent
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.19
Service ProvidersService Providers
VoiceVoicePortalPortal
VoiceVoiceContentContent
ServiceServiceProviderProvider
InfraInfrastructurestructure
BusinessBusinessRelationshipsRelationships
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.20
Service ProvidersService Providers
ServiceServiceProviderProviderSoftware Software
UsageUsage
VoyagerVoyager
ServiceServiceProviderProvider
VoiceVoiceXMLXML
SpeechSpeechObjectsObjects
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.21
VoyagerVoyagerVoyagerVoyager
Voice Voice ApplicationsApplications
Voice Voice ApplicationsApplications
ConsumerConsumer VSP/Voice PortalVSP/Voice PortalIBM 201/5.ORCL 33IBM 201/5.ORCL 33
ABCABCABCABC123123123123SMITHSMITHSMITHSMITH
4th Road4th Road4th Road4th Road
ContentContent
Voice Web ArchitectureVoice Web ArchitectureVoice Web ArchitectureVoice Web Architecture
Phone NumberPhone NumberPhone NumberPhone Number1 2 34 5 67 8 9* 0 #
VoiceXML/VoiceXML/SpeechObjectsSpeechObjects
VoiceXML/VoiceXML/SpeechObjectsSpeechObjects
Trusted
Content
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.22
Technology ModelsTechnology Models
Voyager
VoiceXML
SpeechObjects
Speech server
IP
Voyager
VoiceXML
SpeechObjects
Speech server
IP
Browser Browser
Markup LanguageMarkup Language
Component TechnologyComponent Technology
ServersServers
ConnectivityConnectivity
Browser Browser
Markup LanguageMarkup Language
Component TechnologyComponent Technology
ServersServers
ConnectivityConnectivity
Navigator
HTML
JavaBeans/COM
Web server
IP
Navigator
HTML
JavaBeans/COM
Web server
IP
UsersUsersUsersUsers
ContentContentContentContent
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.24
Voice Web Application StackVoice Web Application Stack
Voice ContentVoice ContentVoice ContentVoice Content
Application ContentApplication ContentApplication ContentApplication Content
Application DatabaseApplication DatabaseApplication DatabaseApplication Database
Speech Recognition/Voice AuthenticationSpeech Recognition/Voice AuthenticationSpeech Recognition/Voice AuthenticationSpeech Recognition/Voice Authentication
Voice BrowserVoice BrowserVoice BrowserVoice Browser
HardwareHardwareHardwareHardware
TelephonyTelephonyTelephonyTelephony
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.25
Voice Portal ExampleVoice Portal Example
Voice ContentVoice ContentVoice ContentVoice Content
Application ContentApplication ContentApplication ContentApplication Content
Application DatabaseApplication DatabaseApplication DatabaseApplication Database
Speech Recognition/Voice AuthenticationSpeech Recognition/Voice AuthenticationSpeech Recognition/Voice AuthenticationSpeech Recognition/Voice Authentication
Voice BrowserVoice BrowserVoice BrowserVoice Browser
HardwareHardwareHardwareHardware
TelephonyTelephonyTelephonyTelephony
Who ProvidesWho Provides Who RunsWho Runs
Portal/NuancePortal/Nuance
PortalPortal
Content SiteContent Site
NuanceNuance
NuanceNuance
Hardware Co.Hardware Co.
Board/IVR Co.Board/IVR Co.
PortalPortal
PortalPortal
Content SiteContent Site
PortalPortal
PortalPortal
PortalPortal
PortalPortal
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.26
Hosted E-commerce Site ExampleHosted E-commerce Site Example
Voice ContentVoice ContentVoice ContentVoice Content
Application ContentApplication ContentApplication ContentApplication Content
Application DatabaseApplication DatabaseApplication DatabaseApplication Database
Speech Recognition/Voice AuthenticationSpeech Recognition/Voice AuthenticationSpeech Recognition/Voice AuthenticationSpeech Recognition/Voice Authentication
Voice BrowserVoice BrowserVoice BrowserVoice Browser
HardwareHardwareHardwareHardware
TelephonyTelephonyTelephonyTelephony
Who ProvidesWho Provides Who RunsWho Runs
SI/NuanceSI/Nuance
E-commerce siteE-commerce site
E-commerce siteE-commerce site
Nuance/ASPNuance/ASP
Nuance/ASPNuance/ASP
Hardware Co.Hardware Co.
Board/IVR Co.Board/IVR Co.
ASPASP
ASP/ASP/E-commerce siteE-commerce site
E-commerce siteE-commerce site
ASPASP
ASPASP
ASPASP
ASPASP
Dr. Christian Dugast Dr. Christian Dugast Nuance. Speech. Understanding. Action.Nuance. Speech. Understanding. Action.27
SummarySummary
New roles ==> New playersNew roles ==> New players Important questionsImportant questions
Scalability in terms of portsScalability in terms of ports Scalability in terms of development timeScalability in terms of development time UsabilityUsability
Position yourself!Position yourself! Speech Recognition is not the biggest problemSpeech Recognition is not the biggest problem