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Turbulent change drives Communications and the Voice User Interface Bill Meisel President, TMA Associates Editor, Speech Strategy News

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Presentation on theme: "Turbulent change drives Communications and the Voice User Interface Bill Meisel President, TMA Associates Editor, Speech Strategy News"— Presentation transcript:

1 Turbulent change drives Communications and the Voice User Interface Bill Meisel President, TMA Associates Editor, Speech Strategy News wmeisel@tmaa.com Bill Meisel President, TMA Associates Editor, Speech Strategy News wmeisel@tmaa.com

2 Classical speech market segments  Telephony / Server  Enterprise  Workforce (field service, unified communications)  Customers (contact centers)  Services  PC / Desktop  Consumer (e.g., accessibility)  Specialized (e.g., healthcare)  Embedded / Mobile  Consumer electronics (e.g., wireless phones, automobile, games)  Industrial (e.g., warehouses)  Telephony / Server  Enterprise  Workforce (field service, unified communications)  Customers (contact centers)  Services  PC / Desktop  Consumer (e.g., accessibility)  Specialized (e.g., healthcare)  Embedded / Mobile  Consumer electronics (e.g., wireless phones, automobile, games)  Industrial (e.g., warehouses)

3 A different view  Classical view driven by technology differences and limitations  The new drivers -- Utility and convergence  Classical view driven by technology differences and limitations  The new drivers -- Utility and convergence

4 Trends impacting the use of speech technology  Wireless phones  Mobility services (including voice search)  Ad-supported telephone services  Call centers become true customer service centers  Unified Communications  VoIP  PCs with telephone service and easily available speech recognition  Speech and text become more interchangeable  Technology evolution  Technology validation  Wireless phones  Mobility services (including voice search)  Ad-supported telephone services  Call centers become true customer service centers  Unified Communications  VoIP  PCs with telephone service and easily available speech recognition  Speech and text become more interchangeable  Technology evolution  Technology validation

5 Wireless phones  Multi-functional  Portable, connected PCs + cameras + music players + …?  Less specialized  Better support for Web browsing and applications  A “micro-PC”?  Multi-functional  Portable, connected PCs + cameras + music players + …?  Less specialized  Better support for Web browsing and applications  A “micro-PC”?

6 The user interface on wireless phones  Current menu- and button-oriented user interface layers on features in a hierarchical model  Not unlike touch-tone menus  The iPhone  Text-input a limitation  Speech a natural interface on a small, portable device  Required for automobile use?  Flattening control and information access  Text input by speech  Current menu- and button-oriented user interface layers on features in a hierarchical model  Not unlike touch-tone menus  The iPhone  Text-input a limitation  Speech a natural interface on a small, portable device  Required for automobile use?  Flattening control and information access  Text input by speech

7 Mobility applications  Voice dialing and other communications features  Location-based services  Voice search  Ultimately, an indispensable “personal assistant”  The power of dialog  Voice dialing and other communications features  Location-based services  Voice search  Ultimately, an indispensable “personal assistant”  The power of dialog

8 Voice search  Easier and less-expensive telephone access to information and services, including customer service  “Speak-through” voice ads  Easier search of the Web for audio/video  Easier and less-expensive telephone access to information and services, including customer service  “Speak-through” voice ads  Easier search of the Web for audio/video

9 The customer as king - Contact centers change focus  Serve customers while containing costs  New volume from voice search and speak-thru ads  Speech technology can help  More complex applications--  Attempt to avoid frustrating customers  Move away from touch-tone call flow model  More marketing calls  Multimodal solutions  Business-process driven?  Burden on application design (time, cost, and delivery)  Serve customers while containing costs  New volume from voice search and speak-thru ads  Speech technology can help  More complex applications--  Attempt to avoid frustrating customers  Move away from touch-tone call flow model  More marketing calls  Multimodal solutions  Business-process driven?  Burden on application design (time, cost, and delivery)

10 Integrating customer contact points  Customers want Web applications and telephone applications to use similar resources and be more easily managed together rather than as silos  Speech applications driven by databases and web services  Integrated analytics  Customers want Web applications and telephone applications to use similar resources and be more easily managed together rather than as silos  Speech applications driven by databases and web services  Integrated analytics

11 Business intelligence from speech communications  Speech analytics in call centers  Integration with Web and email analytics  Speech analytics in call centers  Integration with Web and email analytics

12 Unified Communications  Unifying communication modes  Unifying the infrastructure for internal and external communications (including contact center)  A speech interface can help deal with the complexity of options  Unifying communication modes  Unifying the infrastructure for internal and external communications (including contact center)  A speech interface can help deal with the complexity of options

13 Too much communications?  Problem is not getting in touch, but being touched too much  Too available?  Communications clutter  Multiple channels to manage  Spam in all communications channels  Unified communications --> Unified communications management  Speech-enabled communications assistant  Auto-replies, sorting of messages, conversion of message types  Problem is not getting in touch, but being touched too much  Too available?  Communications clutter  Multiple channels to manage  Spam in all communications channels  Unified communications --> Unified communications management  Speech-enabled communications assistant  Auto-replies, sorting of messages, conversion of message types

14 IP Telephony  Enterprises: A more flexible application platform  PCs (and wireless phones?)--VoIP telephony  Web--Click to call  Need for automation  And IP telephony makes it easier to automate  Enterprises: A more flexible application platform  PCs (and wireless phones?)--VoIP telephony  Web--Click to call  Need for automation  And IP telephony makes it easier to automate

15 Speech technology easily available on PCs  Delivered with Microsoft Vista  Dictation for rough drafts -- idea capture  VoIP telephony-- the PC as telephone  Services in the network-- no per-minute charges  Familiarity with the Voice User Interface on telephones may make it more popular on PCs  Delivered with Microsoft Vista  Dictation for rough drafts -- idea capture  VoIP telephony-- the PC as telephone  Services in the network-- no per-minute charges  Familiarity with the Voice User Interface on telephones may make it more popular on PCs

16 Speech and text become more interchangeable  Voicemail to text  Searchable voice files  Voicemail to text  Searchable voice files

17 PCs  Well-established GUI  Incremental innovation  Potential for speech recognition  Microphone a more common peripheral  The “noisy office” argument  Well-established GUI  Incremental innovation  Potential for speech recognition  Microphone a more common peripheral  The “noisy office” argument

18 Speech technology boundaries get fuzzy  More use of Statistical Language Models  Sometimes integrated with directed dialog and specific grammars  Backed up by hidden agents in some cases  Mobile devices get more computing power and connectivity  Software in device can negotiate with network-based speech technology  More use of Statistical Language Models  Sometimes integrated with directed dialog and specific grammars  Backed up by hidden agents in some cases  Mobile devices get more computing power and connectivity  Software in device can negotiate with network-based speech technology

19 Growing importance of large- list recognition  Directory assistance, song lists, voice search  Often one-step process rather than dialog  Directory assistance, song lists, voice search  Often one-step process rather than dialog

20 Empirical techniques in VUI design and delivery  Statistical Language Models followed by natural language processing provide more dialog flexibility  Directed dialogs can be enhanced by empirical techniques  Statistical Language Models followed by natural language processing provide more dialog flexibility  Directed dialogs can be enhanced by empirical techniques

21 Standards becoming standard  Success of VoiceXML and related standards  Watch State Chart XML (SCXML)  Managing dialogs and multimodal solutions  Increased flexibility in dialog flow  Parallel operations  Continuity between sessions  Success of VoiceXML and related standards  Watch State Chart XML (SCXML)  Managing dialogs and multimodal solutions  Increased flexibility in dialog flow  Parallel operations  Continuity between sessions

22 Validation: Less need for an evangelical sale  Vertical markets  Healthcare  Manufacturing  Larger companies incorporate speech technology  Microsoft in Office Communications Server and Vista  Google tests Google Voice Local Search  Telephone service providers roll out speech- enabled services  Vertical markets  Healthcare  Manufacturing  Larger companies incorporate speech technology  Microsoft in Office Communications Server and Vista  Google tests Google Voice Local Search  Telephone service providers roll out speech- enabled services

23 A unifying Voice User Interface?  Can be mostly the same on multiple devices  Doesn’t obviate multimodality  Deliver results as text  SCXML & VoiceXML 3.0 as unifying standards?  Can be mostly the same on multiple devices  Doesn’t obviate multimodality  Deliver results as text  SCXML & VoiceXML 3.0 as unifying standards?

24 Message differs by constituency  Contact centers  Service providers (including independents)  “Web” companies  Platform providers  Application developers  Voice hosting companies  Entrepreneurs and investors  Content providers  Ad agencies and marketing departments  Contact centers  Service providers (including independents)  “Web” companies  Platform providers  Application developers  Voice hosting companies  Entrepreneurs and investors  Content providers  Ad agencies and marketing departments

25 The future isn’t here yet  But it keeps getting closer every day

26 Uncertainty confuses markets  Too much change --> Wait and see  the FUD factor-- Fear, Uncertainty, and Doubt  Too much change --> Wait and see  the FUD factor-- Fear, Uncertainty, and Doubt

27 Keep it simple?  Things don’t change as fast as technology companies would like (or pundits predict)  Doing what we’re doing now with improvements  Improve core technology steadily  Hosted telephone services solve some FUD and application development problems  Implement standard improvements  Make the user experience a paramount consideration  Don’t wait for clarity  Uncertainty is the human condition  Not doing something IS a decision  Things don’t change as fast as technology companies would like (or pundits predict)  Doing what we’re doing now with improvements  Improve core technology steadily  Hosted telephone services solve some FUD and application development problems  Implement standard improvements  Make the user experience a paramount consideration  Don’t wait for clarity  Uncertainty is the human condition  Not doing something IS a decision

28 Take a chance?  Making the future  Speech as a Service  “Voice search”  Marketing and entertainment over the telephone  Communications management  Portable personal aide  Voice tone (Dialtone 2.0)  Making the future  Speech as a Service  “Voice search”  Marketing and entertainment over the telephone  Communications management  Portable personal aide  Voice tone (Dialtone 2.0)

29 Contact info  Bill Meisel, TMA Associates  wmeisel@tmaa.com  (818)708-0962  Bill Meisel, TMA Associates  wmeisel@tmaa.com  (818)708-0962


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