HEX Travel Agent Thorarinn Stefansson CEO Hex software

Overview

What is an Hex Agent Authoring system Author writes the text that the agent should say Author handles likely responses Dialog control is automatic Grammar is generated based on expected reply from user Some grammar is customized Dialog flow is automatic

How is it used?

Technical Details Client – Server based system Dialog control Context handled by a state machine Fuzzy logic used to select the next response and generate the grammar The next response of the user is expected to be based on the current context – or a new topic

What Problems Does it Solve? The dialog is authored – not programmed It is easier to handle complex conversations Connections to third party systems and advanced features are handled separately server side

The Data

Experience Biggest newspaper in Iceland Most frequented web site Phone-based news service 10 sub-categories Content retrieved via http DTMF based input TTS based output Effort for trial : 201 hours Current 400 hours

Travel Information Hex is about to launch a unique tourist information service in Iceland There will be one 4 digit phone number for all travel information It will bring together information from many different sources

The Sources What’s On Event calendars What can I do tonight? Hotels Where can I stay? Restaurant Guides Where is the nearest Italian Restaurant? Activities Where can I go Whale Watching

The Sources Vegagerdin Road Conditions Traffic Information Weather Route information How do I get there Where is the nearest Gas Station

The Sources Currency Converters How much is ISK in €? Local Guides Walking tours Historical tours Eco-tours

The Sources The tourists themselves TravelBlog by phone Attached ratings Attached pictures After-sales service

Available Sources All of these sources are available in all Nordic countries Language support exists for all Nordic Languages Uses Nordic technologies

The Tech Environment The HEX Agent server runs the agent J2EE Application Server based A Voice Server is needed to connect to the telephony system We recommend PipeBeach SpeechWeb 2.3, but any VoiceXML 2.0 compliant Voice Server can be used Voice Server can use Text-to-Speech or Recordings Available in most languages (all Western European) The Voice Server needs a VoIP gw for the physical connection to the telephony network CISCO VoIP gw, or any H.323/SIP compliant gw.

OA&M All user interactions are logged in the HEX Agent All sessions are logged in the Voice Server Voice Server, Application Server and HEX Agent Server provide SNMP traps Voice Server and HEX Agent provide customizable CDR output on transactions HEX Agent can handle external authentication before providing access to service if needed

We Build Character Thorarinn Stefansson CEO Hex software