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Use your Voice to Access the WEB

Use your Voice to Access the WEB. Christian Dugast Director European Operations Nuance Communications. Agenda. What is Speech Recognition?. V-Commerce Examples. Intelligent Phone. Summary. Speech Recognition in Telephony. is to understand what people say in order to act accordingly.

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Use your Voice to Access the WEB

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  1. Use your Voice to Access the WEB Christian Dugast Director European Operations Nuance Communications

  2. Agenda What is Speech Recognition? V-Commerce Examples Intelligent Phone Summary

  3. Speech Recognition in Telephony is to understandwhat people say in order to act accordingly

  4. Fidelity Investments • Implementation • Roll-out completed July ‘99 • IBM telephony platform Case Study • Application • Quotes & trading • Natural language dialog • Volume • Up to 1 million calls/day • Over 4,000 ports • Benefits • Cost savings • Service improvement

  5. Home Shopping Network • Implementation • Roll-out began July ‘99 • Edify telephony platform Case Study • Application • Voice authentication • V-commerce • Volume • 5 million customers • 160,000 calls/day • Benefits • Security • Personalization

  6. Corporate Information • Headquarters Silicon Valley • 1994 Spin-off from SRI International • 280 Employees • 105 R&D • V-Commerce market leader • 75 live customers / over 3 Million calls per day • Global presence • North America, Europe, Asia, South America

  7. Nuance Vision Voice user interfaces linking people with information, transactions and services over current and next generation networks

  8. Agenda What is Speech Recognition? V-Commerce Examples Intelligent Phone Summary

  9. Introducing Voyager

  10. Person TelephoneNetwork Touch-tone PSTN / Cell Speech 1 2 3 4 5 6 Internet IP 7 8 9 Nuance Nuance Nuance Nuance Nuance Nuance Nuance Nuance * 0 # Web The 2 Networks

  11. Touch-tone Speech 1 2 3 4 5 6 7 8 9 Nuance Nuance Nuance Nuance Nuance Nuance Nuance Nuance Nuance Nuance Nuance Nuance * 0 # Web Next Generation Network Person Next GenerationNetwork PSTN / Cell IP IP

  12. Voyager • A standard voice interface for navigating the next generation network • Dialtone • Voice Browser • Web Paradigm for navigation and personalization • Platform • Run-time • Content Development Tools • V-Builder (SpeechObjects, VoiceXML)

  13. Voyager • Browser functionality • Navigation • Dialing - Voice enabled phone net & internet • Hyperlink (flat menus) • History • Bookmarks • Back/forward • Personalization • Security services • Profiles, preferences

  14. Voyager • Voice enabled applications • Directory Assistance • Unified Messaging • Enhanced Services • Personal Agents • V-Commerce applications • Enterprise applications • Customer contact center • CRM, SFA, etc.

  15. BREAK

  16. HTML Emulation • With which Credit Card do you want to pay?  Visa International  Master Card  American Express

  17. Result from SpeechObject: 15.00 DepTime: Application SpeechObjects™ Include Grammars, Prompts, and Dialog What time would you like to leave? Time SpeechObject 3 o’clock Is that AM or PM? PM You would …..? Yes

  18. Speech Objects • Verified, Qualified Sub-Dialogues • Open Source / Recognizer independent • Application independent • Platform independent • Decreases dramatically Application Development time

  19. 1 2 3 4 5 6 People 7 8 9 Network * 0 # Audio Text IVRs Speech IVRs Voyager Telephone Network Today

  20. 1 2 3 4 5 6 People 7 8 9 * 0 # VSP Audio Text IVRs Speech IVRs Voyager VSP Network Voyager

  21. 1 2 3 4 5 6 Person 7 8 9 * 0 # VSP Audio Text Hosted Speech IVR Hosted Speech Speech IVR Speech Objects Hertz Voyager Hosted Speech IVR Network Finnair

  22. 1 2 3 4 5 6 Person 7 8 9 * 0 # VSP Audio Text IVR Speech IVR Hertz Voyager Hosted Speech IVR Network Hertz Hosted Speech Hertz Finnair

  23. 1 2 3 4 5 6 Person 7 8 9 * 0 # VSP Audio Text IVR Web Page Speech IVR Speech Objects Web Page Voyager Voice-enabled Web Network IVR Hosted Speech Hertz Finnair Amazon

  24. 1 2 3 4 5 6 Person 7 8 9 * 0 # VSP Audio Text IVR Hosted Speech Speech IVR Hertz Web Page Amazon Voyager Voice-enabled Web Network Amazon Finnair Amazon

  25. 1 2 3 4 5 6 Person 7 8 9 * 0 # VSP Audio Text IVR Hosted Speech Speech IVR Hertz Portal Web Page Voyager Voice Portal Hosted at VSP Network Amazon

  26. 1 2 3 4 5 6 Person 7 8 9 * 0 # VSP Audio Text IVR Hosted Speech Speech IVR Hertz Portal Web Page Voyager VSP as Voice Portal Network Amazon

  27. Summary • Speech Recognition / Understanding • is there • is useful • it works • We are back to the good old days • We can access the whole content of the world over the phone • The visual dialogue will replace the vocal dialogue

  28. Dugast@nuance.com

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