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France Telecom metalanguage solution for fast, cost effective development and deployment of natural language applications. Jean-François GYSS <jeanfrancois.gyss@orange-ftgroup.com> France Telecom Group – Research & Development February 21 st , 2007. summary. 1. the 3000 service

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  1. France Telecom metalanguage solutionfor fast, cost effective development and deployment of natural language applications Jean-François GYSS <jeanfrancois.gyss@orange-ftgroup.com>France Telecom Group – Research & Development February 21st, 2007

  2. summary 1 • the 3000 service • France Telecom first step in natural language deployment • tools required for a successful NL deployment • France Telecom R&D tools • The need for a standardized metalanguage • NL perspective 2 3

  3. 1 the 3000 service

  4. the 3000 service • selfcare and shop for landline services • fully automated • available 7 days a week, 24 hours a day • accessible from fixed or mobile phones • a key offer within France Telecom Orange CRM • 30 services available from a single number • France Telecom customers call the 3000 … • … to monitor their service plans and the cost of their calls • … to customize and use their landline services • … to get information and subscribe to phone services

  5. I'm looking for a service to know who is calling before I answer understands services described in your own words the 3000 service … processes isolated words processes multiple orders I would like totransfermy calls tomy mobile Allofact Hmm..I'd like to know more about Allofact please handles embedded words

  6. 17% distribution of calls (2005 figures : 30 million calls a year) Commercial information and Sales (access to the shop section) Monitoring service plans and cost of calls 25% 58% Selfcare (call forwarding, messaging, funtones, … )

  7. 2 tools required for a successful NL deployment

  8. industrial standards and speech technologies • VoiceXML • J2EE applications or any equivalent • N-gram speech recognition • a runtime state engine (metalanguage interpreter) • a semantic analyzer • and … development TOOLS !

  9. at the beginning: a basic observation • in speech applications, most interactions follow a simple paradigm • do state specific actions (specific code required) • activate prompts, grammars, events, … (generic code) • wait for an interaction (generic code) • static transitions (generic code) or dynamic transitions (specific code may be required) • a generic jsp and generic servlets can be used • for other interactions • specific jsp and specific servlets required • France Telecom Metalanguage Solution is designed to automatize generic tasks

  10. 2 Developments Code Generator Rule Generator .war 1 3 Service design ornew features Deployment and runtime SemanticAnalyzer RuntimeState Engine Dialog DesignStudio service statistics and analysis detailedspecifications 4 User behavioranalysis Transcriptiontools .log tools required in the service life cycle

  11. service designer andergonomist Developer code generator generated service (.war) • Most of the code is automatically generated from the output of the dialog design studio code generator Dialog Design Studio Metalanguagein XML format Servicedescriptionin an intermediateXML formatspecific to the code generator Servlets/JSP generate generatedocument… exceptions Exception Management service specific code detailedspecifications

  12. a standardized metalanguage() Dialog designStudio SemanticAnalyzer Service descriptionFrance TelecomMetalanguage Code Generator Servlets+ JSP RuntimeState Engine () France Telecom Metalanguage Solution is one of the proposal in the VoiceXML Forum Metalanguage Working Group metalanguage approach offline development tools DataBase Metalanguage interpreter IDL IDL Transactionservers… results and feedback VoiceXML VoiceXML gateway

  13. in brief • the solution presented should not be considered as plug and play, but rather as a methodology for industrial deployment of natural language voice services associated with a complete set of tools for design, development, runtime and updates of the services. • for the 3000, the typical update cycle from the marketing request to the field deployment is 3 weeks • for the 3000, since the nationwide generalization, sales increases …

  14. 3 NL perspectives

  15. NL perspectives • awesome possibilities for many applications • CRM, Call Routing, Direct Access to multimedia content … • industrial tools raise • the expertise level for deploying NL decreases • industrial partners become available • as standards emerge • NL will be more and more accessible to a wider footprint of applications

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