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Speaking to Computers

Speaking to Computers. Alex Acero Manager, Speech Research Group Microsoft Research alexac@microsoft.com Feb 14 th 2003. Talk Outline. Role of speech technology in devices Telephony Smartphones and PDAs Multimodality in User Interface. The Promise of Speech Technology.

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Speaking to Computers

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  1. Speaking to Computers Alex Acero Manager, Speech Research Group Microsoft Research alexac@microsoft.com Feb 14th 2003

  2. Talk Outline • Role of speech technology in devices • Telephony • Smartphones and PDAs • Multimodality in User Interface

  3. The Promise of Speech Technology

  4. Role of Speech in Different Devices Tablet PC PC High Tablet PC Internet TV PDA Internet TV Screen Phone PDA Ease of GUI (screen/ Pointer) Screen Phone Car Phone Car High Low Ease of text input (keyboard/pen)

  5. Tablet PC PC Internet TV PDA Screen Phone Car Phone A Roadmap for Speech Dictation High Multimodal Command/Control Ease of GUI (screen/ Pointer) Speech-Only Telephony High Low Ease of text input (keyboard/pen)

  6. Customer Need Poor Alternative Market Opportunity Technology Readiness Desktop Command & Control Desktop Dictation Meeting / Voicemail Transcription Accessibility Mobile Devices / Cars Telephony / Call Center Speech Technology

  7. Cost Satisfaction Productivity Revenue The Business Value of Speech for Call Centers $5/call to $.20/call Reduced Call Time Fewer Agents Less Time in Queue Increased System Usage Customer Retention Customer Focus Less Time/Call Efficient Agents New Revenue Opportunities Up-Sell/Cross-Sell

  8. Cost Satisfaction Productivity Revenue Call Center Examples • Merrill Lynch • Automation rates from 82% to 90% • First Year Savings $6.3M • Amtrak • 61% Increase in Satisfaction • 75% Increase in Automation Rate • 90% Increase in Ticket Sales • ThriftyCar Rental • 40% increase in CSR productivity • $1 million first year savings

  9. The Business Value of Speech for Operators The mobile operators need to make money from value-added services! Revenue In US$M

  10. If you still doubt speech is goodfor the call center….

  11. Why Speech at Microsoft? Natural UI, or the combination of speech recognition, natural language understanding, automatic learning... Those are the key technologies that will have the most impact over the next 15 years. Bill Gates, Microsoft Chairman

  12. Microsoft Speech Server & SDK • Call center + multimodal solution • Unifies web & call center • Reduces TCO Visual Studio + ASP.NET + SALT Multiple Devices

  13. Speech in Mobile Devices 2004 2007 • Microsoft Smartphone & PocketPC Phones • Rich Client • 3% to 16% of WW mobile phone market • Smartphones • Thin Client • 11% to 25% of WW mobile phone market • Cellular Phones • No Client • 86% to 59% of WW mobile phone market SOURCE: Gartner, IDC, Microsoft

  14. MS Speech Server Web Server PSTN Thin Client Devices Over Voice Channel Voice Only Apps SMS Messages

  15. MS Speech Server Web Server Grammars Speech Engine Services Prompts Telephony App Services ASP.NET Dialogs Rich Client Devices Over Data Channel SMS Push for Brower Launch

  16. Microsoft Voice Command • Pocket PC voice-enabled applications: • Voice Dialer, Contacts, Calendar, Media Player • No connectivity necessary (100% embedded) • No training needed, (speaker-independent) • Continuous speech recognition • “Call John at home”

  17. Multimodal Interactive Pad (MIPAD)

  18. Multimodal Map

  19. Current Speech User Interfaces • Need improved Speech user interfaces • Even no-errors and fast processing not sufficient • But errors occur: better error correction needed • Social issues: • Microphones can’t tether user • Users more comfortable talking to phones, cars. • Talking to computers not likely in meetings or cubicles

  20. The Future of Natural User Interfaces

  21. Software Scenarios Bridging The Gap End User Needs Technology, Research

  22. Thank You! http://research.microsoft.com/srg

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