Use your Voice to Access the WEB Christian Dugast Director European Operations Nuance Communications

What is Speech Recognition? V-Commerce Examples Intelligent Phone SummarySummary Agenda

Speech Recognition in Telephony is to understand what people say in order to act accordingly

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

Home Shopping Network Application Voice authenticationVoice authentication V-commerceV-commerce Implementation Roll-out began July ‘99Roll-out began July ‘99 Edify telephony platformEdify telephony platform Benefits SecuritySecurity PersonalizationPersonalization Volume 5 million customers5 million customers 160,000 calls/day160,000 calls/day

Corporate Information Headquarters Silicon ValleyHeadquarters Silicon Valley 1994 Spin-off from SRI International1994 Spin-off from SRI International 280 Employees280 Employees 105 R&D105 R&D V-Commerce market leaderV-Commerce market leader 75 live customers / over 3 Million calls per day75 live customers / over 3 Million calls per day Global presenceGlobal presence North America, Europe, Asia, South AmericaNorth America, Europe, Asia, South America

Nuance Vision Voice user interfaces Voice user interfaces linking people with information, transactions and services over current and next generation networks

What is Speech Recognition? V-Commerce Examples Intelligent Phone SummarySummary Agenda

IntroducingVoyagerIntroducingVoyager

The 2 Networks Web Internet Internet IP Speech Person Touch-tone *0# Telephone Network Telephone Network PSTN / Cell Nuance Nuance Nuance Nuance Nuance Nuance Nuance Nuance

Speech Web Person Touch-tone *0# Nuance Nuance Nuance Nuance Next Generation Network PSTN / Cell IP Next Generation Network IP Nuance Nuance Nuance Nuance Nuance Nuance Nuance Nuance

Voyager A standard voice interface for navigating the next generation networkA standard voice interface for navigating the next generation network DialtoneDialtone Voice BrowserVoice Browser Web Paradigm for navigation and personalizationWeb Paradigm for navigation and personalization PlatformPlatform Run-timeRun-time Content Development ToolsContent Development Tools V-Builder (SpeechObjects, VoiceXML)V-Builder (SpeechObjects, VoiceXML)

Voyager Browser functionalityBrowser functionality NavigationNavigation Dialing - Voice enabled phone net & internetDialing - Voice enabled phone net & internet Hyperlink (flat menus)Hyperlink (flat menus) HistoryHistory BookmarksBookmarks Back/forwardBack/forward PersonalizationPersonalization Security servicesSecurity services Profiles, preferencesProfiles, preferences

Voyager Voice enabled applicationsVoice enabled applications Directory AssistanceDirectory Assistance Unified MessagingUnified Messaging Enhanced ServicesEnhanced Services Personal AgentsPersonal Agents V-Commerce applicationsV-Commerce applications Enterprise applicationsEnterprise applications Customer contact centerCustomer contact center CRM, SFA, etc.CRM, SFA, etc.

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HTML Emulation With which Credit Card do you want to pay?With which Credit Card do you want to pay?  Visa International  Master Card American Express American Express

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

Speech 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 timeDecreases dramatically Application Development time

Network Network Audio Text People IVRs *0# Speech IVRs Speech IVRsVoyager Telephone Network Today

VSP Network Network Voyager Audio Text Speech IVRs Speech IVRs People IVRs *0# Voyager VSP

VSP Network Network Audio Text Speech IVR Speech IVR Person IVR *0# Finnair Hosted Speech SpeechObjects Hertz Voyager Hosted Speech IVR

VSP Network Network Audio Text Speech IVR Speech IVR PersonHertz Finnair Hertz Hertz IVR *0# Hosted Speech Voyager Hosted Speech IVR

VSP Network Network Audio Text Speech IVR Speech IVR PersonIVR Finnair Hertz Hosted Speech Web Page SpeechObjects IVR *0# Amazon Voyager Voice-enabled Web

VSP Network Network Audio Text Web Page Speech IVR Speech IVR PersonAmazon Amazon Amazon Finnair IVR *0# Hertz Hosted Speech Voyager Voice-enabled Web

VSP Network Network Audio Text Web Page Speech IVR Speech IVR Person Portal IVR *0# Amazon Hertz Hosted Speech Voyager Voice Portal Hosted at VSP

VSP Network Network Audio Text Web Page Speech IVR Speech IVR Person Portal IVR *0# Amazon Hertz Hosted Speech Voyager VSP as Voice Portal

Summary Speech Recognition / UnderstandingSpeech Recognition / Understanding is thereis there is usefulis useful it worksit works We are back to the good old daysWe are back to the good old days We can access the whole content of the world over the phoneWe can access the whole content of the world over the phone The visual dialogue will replace the vocal dialogueThe visual dialogue will replace the vocal dialogue