Speech. Understanding. Action. The Voice Web Players Dr. Christian Dugast Director Europe 05/00 The Voice Web Players Dr. Christian Dugast Director Europe 05/00

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 2 Agenda q What is Speech Recognition capable of? q Voice Web strategy q Examples q Summary

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 3 Speech Recognition in Telephony is to understand what people say in order to act accordingly

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 4 Fidelity Investments Application Quotes & tradingQuotes & trading Natural language dialogNatural language dialog Implementation Roll-out completed July ‘99Roll-out completed July ‘99 IBM telephony platformIBM telephony platform Benefits Cost savingsCost savings Service improvementService improvement Volume Up to 1 million calls/dayUp to 1 million calls/day Over 4,000 portsOver 4,000 ports

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 5 Customer/Employee Service Provider IBM 201/5.ORCL 33 ABC123 SMITH 4th Road Content Standard User Interface q Navigation l Voicelinks l Hotword l Continuous call control q Personalization l User profiles l Bookmarks l Secure sign-on q Active help Voice Site Speech Touch-tone *0#Person Web Site Voyager

Speech. Understanding. Action. Definition

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 7 TimeSpeechObject What time would you like to leave? Is that AM or PM? 3 o’clock PM You would …..? Yes Result from SpeechObject: DepTime : Application SpeechObjects™ Include Grammars, Prompts, and Dialog

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 8 HTML Emulation q With which Credit Card do you want to pay?  Visa International  Master Card American Express American Express

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 9 Speech Objects q Verified, Qualified Sub-Dialogues q Open Source / Recognizer independent q Application independent q Platform independent q Decreases dramatically Application Development time

Speech. Understanding. Action. Vision

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 11 Customer/Employee Service Provider IBM 201/5.ORCL 33 ABC123 SMITH 4th Road Content Voice Web Vision Phone Number *0# Voice Site Voyager Intelligent Dialtone

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 12 Voice Web Participants Voice Portal Voice Content Service Provider Infra structure E-commerce sites, Enterprises, Content providers Carriers, ASP’s, Hosting companies Information services, messaging and e-commerce Nuance, Hardware, Networking, Middleware

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 13 Voice Web Technologies Speech Objects Voice XML Voyager V-Builder Software 1.0 spec available W3C submission imminent First live system in Q2/Q3 First live system in Q2/Q3 Over 100 objects developed Over 100 objects developed First graphical tool for VoiceXML and SpeechObjects First graphical tool for VoiceXML and SpeechObjects

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 14 Voice Web Voice Portal Voice Content Service Provider Infra structure Players Speech Objects Voice XML Voyager Tools Software

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 15 Voice Portals Voice Portal Voice Content Service Provider Infra structure Business Relationships

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 16 Voice Portals Voice Portal Software Usage Speech Objects Voice XML Voyager Tools

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 17 Content Sites Voice Portal Voice Content Service Provider Infra structure Business Relationships

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 18 Content Sites Content Site Software Usage Speech Objects Voice XML Tools Voice Content

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 19 Service Providers Voice Portal Voice Content Service Provider Infra structure Business Relationships

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 20 Service Providers Service Provider Software Usage Voyager Service Provider Voice XML Speech Objects

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 21 Voyager Voice Applications Consumer VSP/Voice Portal IBM 201/5.ORCL 33 ABC123 SMITH 4th Road Content Voice Web Architecture Phone Number *0# VoiceXML/SpeechObjects Trusted Content

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 22 Technology Models Voyager VoiceXML SpeechObjects Speech server IP Voyager VoiceXML SpeechObjects Speech server IPBrowser Markup Language Component Technology ServersConnectivityBrowser Markup Language Component Technology ServersConnectivity Navigator HTML JavaBeans/COM Web server IP Navigator HTML JavaBeans/COM Web server IP Users Content

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 23 Voyager q Standard interface for navigating the Voice Web q Software platform for deploying voice applications l Consistent application presentation layer l Centralized telephony control

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 24 Voice Web Application Stack Voice Content Application Content Application Database Speech Recognition/Voice Authentication Voice Browser Hardware Telephony

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 25 Voice Portal Example Voice Content Application Content Application Database Speech Recognition/Voice Authentication Voice Browser Hardware Telephony Who Provides Who Runs Portal/Nuance Portal Content Site Nuance Nuance Hardware Co. Board/IVR Co. Portal Portal Content Site Portal Portal Portal Portal

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 26 Hosted E-commerce Site Example Voice Content Application Content Application Database Speech Recognition/Voice Authentication Voice Browser Hardware Telephony Who Provides Who Runs SI/Nuance E-commerce site Nuance/ASP Nuance/ASP Hardware Co. Board/IVR Co. ASP ASP/ E-commerce site E-commerce site ASP ASP ASP ASP

Dr. Christian Dugast Nuance. Speech. Understanding. Action. 27 Summary q New roles ==> New players q Important questions l Scalability in terms of ports l Scalability in terms of development time l Usability q Position yourself! q Speech Recognition is not the biggest problem