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Spotlight Project IST-1999-10314 Spoken Natural Language Applications for eCommerce

Spotlight Project IST-1999-10314 Spoken Natural Language Applications for eCommerce. Spotlight Project. Two central goals Create advanced spoken language applications Demonstrate them to other companies Partners are User organisations who will define applications

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Spotlight Project IST-1999-10314 Spoken Natural Language Applications for eCommerce

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  1. Spotlight ProjectIST-1999-10314Spoken Natural Language Applications for eCommerce

  2. Spotlight Project • Two central goals • Create advanced spoken language applications • Demonstrate them to other companies • Partners are • User organisations who will define applications • Technologists who will create them

  3. Spotlight Partners CCIR Lloyds TSB British Midland Airways Deutsche Bahn DB R&T Periphonics Periphonics EC CSELT Comune Di Roma

  4. Spotlight Demonstrators • Financial services and travel sectors • English, German, Italian • Informational services (balances, times) • Transactional services (loans, seats) • Personalisedservices (advice, members) • Series of project demonstrators • Four phases of demonstrators • Usability trials with customers

  5. Spotlight Technology Goals • Rapid prototyping tools • Library of re-usable, proven ‘dialogue objects’ • Fluency models for spoken NL • New dialogue design methods • Usability trial results • Demonstrator Showcase - Voice server • Design Guide and Case Studies • Technology Observatory Reports

  6. Spotlight Benefits TECHNOLOGY SUPPLIER BENEFITS DIALOGUE OBJECTS (TESTED) SPOKEN NATURAL LANGUAGE CAPABILITY CASE STUDIES FLUENCY MODELS STYLE GUIDE USER ENTERPRISE BENEFITS INFORMATION SERVICES INDUSTRY & SOCIETY BENEFITS PERSONALISEDSERVICES TRANSACTIONAL SERVICES

  7. Spotlight Approach • Identify the services • Define user requirements • Develop series of demonstrators • Subjective and objective evaluations • Socio-economic studies • Publicise and demonstrate the results

  8. Spotlight Operation • Web site http://spotlight.ccir.ed.ac.uk • Public area: html, hyper-links, demos, media • email - spotlight@ccir.ed.ac.uk • Partner area: work files, records • Document exchange - Office97 formats • Password protected

  9. Spotlight FlyFo Demonstrator • British Midland Airways FlyFo Demonstrator • Information on flight status, timings, delays • Useful for both travellers and greeters • Open prompts - five pieces of info. together • Usability tests, 100 customers, Q4 2000 • Audio example...

  10. Spotlight Banking Demonstrator • Lloyds TSB PhoneBank ExpressDemonstrator • Information on balances, transactions, transfers • Prompts exhibit closed style • Grammars allow natural inputs (English) • Tone inputs subordinated, part of error-recovery • Usability tests, 180 customers, Q4 2000 • Audio example...

  11. Spotlight Rail Demonstrator • DB National Rail Timetable Demonstrator • Information on train times • Useful for both travellers and greeters • Total 7000 railway station locations • Handling for ambiguous inputs (German) • Usability tests, 100 customers, Q4 2000 • Audio example...

  12. Spotlight Telethon Demonstrator • Telethon Demonstrator • Charity donations line via Spoken NL • Replaces recording and transcription • Money and Credit Card grammars (Italian) • Usability tests, 100 customers, Q4 2000 • Audio example...

  13. Spotlight TARSU Demonstrator • CRoma Taxation Data Purity Demonstrator • Updating citizens’ tax records (TARSU) • Key challenge - fiscal code recognition • Interactive dialogue for tax details (Italian) • Usability tests, 100 customers, Q4 2000 • Audio example...

  14. Spotlight Showcase - 2000 • Spotlight demonstrators - Phase I • demonstrators available on-line and on Voice server • Web site defines user data required • http://spotlight.ccir.ed.ac.uk • Voice server allows interaction - phone • +44 0131 667 0710 British Midland & Lloyds TSB Demos • +44 131 650 8226 Telethon Demo • +39 011 228 6147 CRoma Demo (TARSU) • +49 1805 996622 Deutsche Bahn Demo

  15. Spotlight Project

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