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Use your Voice to Access the Use your Voice to Access the WEBWEB
Christian DugastChristian DugastDirector European Director European
OperationsOperationsNuance CommunicationsNuance Communications
Christian DugastChristian DugastDirector European Director European
OperationsOperationsNuance CommunicationsNuance Communications
What is Speech Recognition?What is Speech Recognition?What is Speech Recognition?What is Speech Recognition?
V-Commerce ExamplesV-Commerce ExamplesV-Commerce ExamplesV-Commerce Examples
Intelligent PhoneIntelligent PhoneIntelligent PhoneIntelligent Phone
SummarySummarySummarySummary
AgendaAgenda
Speech Recognition in Speech Recognition in TelephonyTelephony
is to is to understandunderstandwhat people saywhat people say
in order to in order to actact accordingly accordingly
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
Home Shopping NetworkHome Shopping Network
Case Study
Case Study
ApplicationApplication• Voice authenticationVoice authentication• V-commerceV-commerce
ImplementationImplementation• Roll-out began July ‘99Roll-out began July ‘99• Edify telephony platformEdify telephony platform
BenefitsBenefits• SecuritySecurity• PersonalizationPersonalization
VolumeVolume• 5 million customers5 million customers• 160,000 calls/day160,000 calls/day
Corporate InformationCorporate Information• Headquarters Silicon ValleyHeadquarters Silicon Valley
• 1994 Spin-off from SRI International 1994 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 75 live customers / over 3 Million calls per
dayday
• Global presenceGlobal presence• North America, Europe, Asia, South AmericaNorth America, Europe, Asia, South America
Nuance VisionNuance Vision
Voice user interfaces Voice user interfaces linking people with linking people with
information, transactions and information, transactions and services services
over current and over current and next generation networksnext generation networks
What is Speech Recognition?What is Speech Recognition?What is Speech Recognition?What is Speech Recognition?
V-Commerce ExamplesV-Commerce ExamplesV-Commerce ExamplesV-Commerce Examples
Intelligent PhoneIntelligent PhoneIntelligent PhoneIntelligent Phone
SummarySummarySummarySummary
AgendaAgenda
The 2 NetworksThe 2 Networks
WebWebWebWeb InternetInternet InternetInternet
IPIP
SpeechSpeechSpeechSpeech
PersonPersonPersonPerson
Touch-toneTouch-toneTouch-toneTouch-tone1 2 34 5 67 8 9* 0 #
TelephoneTelephoneNetworkNetwork
TelephoneTelephoneNetworkNetwork
PSTN / CellPSTN / Cell
NuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuance
NuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuance
SpeechSpeechSpeechSpeech
WebWebWebWeb
PersonPersonPersonPerson
Touch-toneTouch-toneTouch-toneTouch-tone1 2 34 5 67 8 9* 0 #
NuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuance
Next Generation NetworkNext Generation Network
PSTN / CellPSTN / Cell
IPIP
Next Next
GenerationGenerationNetworkNetwork
Next Next
GenerationGenerationNetworkNetwork IPIP
NuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuance
NuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuance
VoyagerVoyager• A standard voice interface for A standard voice interface for
navigating the next generation navigating the next generation networknetwork• DialtoneDialtone• Voice BrowserVoice Browser
• Web Paradigm for navigation and personalizationWeb Paradigm for navigation and personalization
• PlatformPlatform• Run-timeRun-time• Content Development Tools Content Development Tools
• V-Builder (SpeechObjects, VoiceXML)V-Builder (SpeechObjects, VoiceXML)
VoyagerVoyager• 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 services Security services • Profiles, preferencesProfiles, preferences
VoyagerVoyager• Voice enabled applications Voice 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.
HTML EmulationHTML Emulation
• With which Credit Card do you want With which Credit Card do you want to pay?to pay?
Visa InternationalVisa International
Master CardMaster Card
American ExpressAmerican Express
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
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 Decreases dramatically Application
Development timeDevelopment time
NetworkNetwork
Audio TextAudio Text
PeoplePeople
IVRsIVRs11 22 3344 55 6677 88 99** 00 ##
Speech IVRsSpeech IVRs
VoyagerVoyagerTelephone Network TodayTelephone Network Today
VSPVSP
NetworkNetwork
VoyagerVoyagerVoyagerVoyager
Audio TextAudio Text
Speech IVRsSpeech IVRs
PeoplePeople
IVRsIVRs11 22 3344 55 6677 88 99** 00 ##
VoyagerVoyagerVSPVSP
VSPVSP
NetworkNetwork
Audio TextAudio Text
Speech IVRSpeech IVR
PersonPerson
IVRIVR11 22 3344 55 6677 88 99** 00 ##
FinnairFinnair
Hosted SpeechHosted Speech
SpeechSpeechObjectsObjects
Hosted SpeechHosted Speech
HertzHertz
VoyagerVoyagerHosted Speech IVRHosted Speech IVR
VSPVSP
NetworkNetwork
Audio TextAudio Text
Speech IVRSpeech IVR
PersonPerson
HertzHertz
FinnairFinnair
HertzHertzHertzHertz
IVRIVR11 22 3344 55 6677 88 99** 00 ##
Hosted SpeechHosted Speech
VoyagerVoyagerHosted Speech IVRHosted Speech IVR
VSPVSP
NetworkNetwork
Audio TextAudio Text
Speech IVRSpeech IVR
PersonPerson
IVRIVR
FinnairFinnair
HertzHertz
Hosted SpeechHosted SpeechWeb PageWeb Page
SpeechSpeechObjectsObjects
IVRIVR11 22 3344 55 6677 88 99** 00 ##
Web PageWeb Page
AmazonAmazon
VoyagerVoyagerVoice-enabled WebVoice-enabled Web
VSPVSP
NetworkNetwork
Audio TextAudio Text
Web PageWeb Page
Speech IVRSpeech IVR
PersonPerson
AmazonAmazonAmazonAmazon
AmazonAmazon
FinnairFinnair
IVRIVR11 22 3344 55 6677 88 99** 00 ##
HertzHertz
Hosted SpeechHosted Speech
VoyagerVoyagerVoice-enabled WebVoice-enabled Web
VSPVSP
NetworkNetwork
Audio TextAudio Text
Web PageWeb Page
Speech IVRSpeech IVR
PersonPerson
PortalPortal
IVRIVR11 22 3344 55 6677 88 99** 00 ##
AmazonAmazon
HertzHertz
Hosted SpeechHosted Speech
VoyagerVoyagerVoice Portal Hosted at VSPVoice Portal Hosted at VSP
VSPVSP
NetworkNetwork
Audio TextAudio Text
Web PageWeb Page
Speech IVRSpeech IVR
PersonPerson
PortalPortal
IVRIVR11 22 3344 55 6677 88 99** 00 ##
AmazonAmazon
HertzHertz
Hosted SpeechHosted Speech
VoyagerVoyagerVSP as Voice PortalVSP as Voice Portal
SummarySummary• 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 We can access the whole content of
the world over the phonethe world over the phone• The visual dialogue will replace the The visual dialogue will replace the
vocal dialoguevocal dialogue
[email protected]@nuance.com