1 / 13

Multilanguage Speech Systems what's the right way to go?

Multilanguage Speech Systems what's the right way to go?. Dr. Nava A. Shaked Business Technologies. AVIOS ISRAEL October 14, 2009. Introduction. About Me. In My Session. Session‘s Objective. Suggest solutions Share lessons & best practices. Phd in Computational Linguistics

azize
Download Presentation

Multilanguage Speech Systems what's the right way to go?

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Multilanguage Speech Systems what's the right way to go? Dr. Nava A. Shaked Business Technologies AVIOS ISRAELOctober 14, 2009

  2. Introduction About Me In My Session Session‘sObjective • Suggest solutions • Share lessons & best practices • Phd in Computational Linguistics • 8 years in R&D in Voice applications • 13 years in Business Development & Management • Expert in Speech Science & self services • Cosulting and leading projects around the world • Talk about Multilanguage system. • Discuss the multi language phenomenon, its challenges and issues • Discuss the dilamas 2

  3. Multilanguage speech systems Not a new topic, nevertheless… Not found with over 2 languages at once Present a big practical challenge A need to maintain the balance between technology and its usage 3

  4. The status Countries and regions have customers speaking 3 or 4 different languages Not many Multilanguage speech systems in the market Call centers need to employee multilingual speakers customer representatives Not enough information about the usage of Multilanguage speech systems especially those over 2 languages. 4

  5. Multilingual DTMF In DTMF based system with Multilanguage service 80% of the interaction is done in the default language and the rest 20% is divided between the others • The question is whether this phenomenon is true only for DTMF interaction or also for when one actually needs to speak the default language Competence Vs. Performance 5

  6. The challenges Technological aspects and the user interface aspects • Technological issues: supporting ASR & TTS engines. • System components: Grammars, Lexicons, L. Model and cultural VUI. • Combining prompts with data in various language. • User interface – a total different world. • Maintain the quality of existing interaction 6

  7. The result is that not only that the complexity of the project is growing but costs can be fairly high and Call Center operators are facing a dilemma. They wish to maintain the same service level yet lowering cost with Multilanguage speech service. 7

  8. The Dilemma:Philosophy versus Practice Deploy Multilanguage speech system with all languages at once? Is it worth it? • Is there a mid way which is both commercially and politically correct? 8

  9. The Solution • Set priority • Research your customers and their cultural sensitivity • Plan according to ROI • Tune constantly • Design a flexible platform • Involve marketing in the process 9

  10. Design Methodology & Best Practices • Building a multilingual systems is a challenge for both customers & designers • The first step is the requirement stage and the high level design phase of the system. • At this stage we need to be very carful not to create demands that will make the implementation impossible. • Such project requires a carful look at the strategy, ROI and service commitment of the organization. 10

  11. Design Methodology & Best Practices • Some decisions need to be made on the bases of technology feasibility as well. • Create a check list for issues needed to be taken into consideration. • Go over them and make a prioritised list 11

  12. A Final Thought • The challenge presented here is not simple • However it is one more step towards the evolution of speech systems which is constantly happening thanks to the evolution of service demand and the importance of customer experience 12

  13. Thanks! Dr. Nava Shaked Tel: +972 544 888901 nava@navashaked.com www.navashaked.com

More Related