===!"§Deutsche Telekom
Deutsche Telekom AGZentralbereichInnovation
Language Technology as a Motor for InnovationLanguage Technology at Deutsche TelekomMay 2004
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Approach towards InnovationThe last mile is wherever our customer is - today, many different technologies co-exist…
... in the office.•WLAN•WiMax•DVB•...
•UMTS•GPRS•GSM•...
•WLAN•WiMax•DVB•...
example
•Ethernet•DSL•WLAN•WiMax•...
... travelling...
At home...
•PSTN•DSL•Ethernet•FTTH•...
… thus, integration and creation of seamless customer experience is key.
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Clear needs structureSeven central needs drive human communication
Individuality Pleasure
ProductivityBelonging
Comfort
SecurityInformation
Source: Zukunftsinstitut, Z_Punkt, various sources at TZD
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Complex communication patternsPeople‘s private and working worlds and subsequently
communication patterns increasingly complex
At work
At home
Out-and-about
In free timeCoordination with partner
Coordination with
colleagues
Coordination of appointment with
workmenMeetings with
friends
Tailback of tasks to be completed
Increasing mobility
Less time
New life-working hours models
Reorganization of families
Singularization
Knowledge society
Erosion of family
Information overload
Economic crisis
Profiling consumption
Pleasure society
Social insecurity
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Customer
Situations/ locations
Actual state of fulfilment of needs Congruence between demands and framework parameters
not optimal at present
Applications
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More efficient fulfilment of needs More complex lifestyles require more customer-focused and individualized ITC solutions
Infrastructure development
Applications Customer
Situations/ locations
IntegratedCommunication
Intuitiveusability
Integratedcommunication
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CompletenessFocus areas cover the entire ITC spectrum and relate directly to the basic communication drivers
IntuitiveUsability
IntegratedCommunication
IntelligentAccess
InfrastructureDevelopment
Network infrastructure
Device
Application
User
ITC spectrum
Productivity
Security
Individuality
Information
Belonging
Comfort
Pleasure
Communication drivers Focus areas
Segment-specific definition
„4i“
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R&D Projects
Focus Areas Enablers
INTELLLIGENT ACCESS
INTEGRATED COMMUNICATI
ON
INFRA-STRUCTURE
DEVELOPMENT
INTUITIVE USABILITY
Selection of Enablers based on required capabilitiesin the FocusAreas
Overarching AAA
Enhanced user interfaces
Multi-access service platform
Broadband wireless access
Tracking and tracing
Pervasive computing
Next-generation-network/GSN
ZB I supports the realization of the focus areas through selected enablers.
Voice Relevance
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Applications & Services
Application Area Services / Features
Voice technology enables different application scenarios and services.
Telephone Services
Information Services
Messaging
Operator Services
Enterprise Telephony
Mobile Commerce
Security Services
Voice-activated dialing, Voice commands
Voice Portals, Wireless Web, Telematics
Voice-activated voice mail, email and unified messaging
Concierge services, “Intelligentes Freizeichen”
Call centers, CRM
Voice enabled event notification, Mobile transactions
Speaker verification, Biometrics
Enablers
Text-to-Speech
Speaker Verification
Natural Language
Understanding
Automatic Speech
Recognition
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AAA is relevant for offering services in the prioritized business fields
Broadband wireless access
Multi access service platform
Overarching AAA
Enhanced user interfaces
Tracking and tracing
Pervasive computing
Seamless backbone
eHealth Telematics
Mobile office
TelehomeeGovernment
Generic consumer
Generic business
Identification of patient with electronical medical report (authenti-cation) with smart card
Authorization of pharmacy to create ePrescription
Authentication via fingerprint for entertain-ment down-loads at destinations
Fingerprint authentication for access to company ERP information
Authentication for each inhabitant for special services (e.g.,, access to video on demand)
Authentication of citizen for administration purposes eVote, eMarriage
Authorization to search in libraries
Replacement of physical ID
Voice recogni-tion for checking voicemail box (authenti-cation)
Voice Trust Center for automation of password reset
Fingerprint authorization for the execution of banking/ payment transactions
Authorization logic for entering high security areas
7,9
3,06,4
Market potential for Eastern and Western Europe of prioritized business fields 2007EUR billions
Enabling market access to ...
VoiceIdent: Importance of AAA EXAMPLES
37,947,4
n/a n/a
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Build upon the current customer base and make the step-up to an overarching Trust Center that enables:
— Secure transactions— Easy service access— Standardized payment and
billing solutions
AspirationCurrent situation
DT Group currently authenticates more than 80 million customers via Pot and SIM Card
DT Group has access to relevant information for authorization about customers, e.g. payment behavior, customer preferences etc.
DT Group sends out more than 80 million bills per month
DT Group has a payment relation to over 40 million households in Germany
Authentication
Authorization
Accounting
DT Group is participating (technically) in nearly all electronic transactions in
Germany
DT Group is natural owner of a Trust Center.
Source: Team
Biometric Trust Center
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BiometricsVarious technologies for authentication.
Palm print
Veins
Hand geometry
Signature
Retina
Dynamics of typing
IrisFingerprint
Face recognitio
n
Shape of ear
DNA Thermo-pictures
Walk
Biometric Technologies
Voice
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CeBIT 2004 demonstrator was nominated as for “Best of CeBIT Award”
Project was successfully based on Telekom patent (for authentication based on voice print and CLI)
4 new patents have been submitted Communication on patent handling in
MyTeamNet
VoiceIdent @ CeBIT 2004Successful Proof of Concept.
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timeline
VoiceIdent
„Use what you sell“ – VoiceIdent first deployed Telekom-internally, subsequently e.g. for external call center, finally for other types of voice applications.
complexity
“Use what you sell”: VoiceIdent used for password reset within Deutsche Telekom
Subsequently, VoiceIdent is used for other call center automations
July/2004 January/2005
July/2005 January/2006
July/2006 January/2007
VoiceIdent deployed for automation of external call centers with password reset being the initial application
VoiceIdent used for Deutsche Telekom services (T-Netbox, Rechnung Online, ISDN configuration etc.)
VoiceIdent - Phase 2
[VoiceIdent]
Wide range of Deutsche Telekom and 3rd party voice applications enabled by VoiceIdent (payment etc.)
[VoiceIdent]
VoiceIdent – Next Steps
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Voice is an important part of communication, but not the only one.
Different Perspective
„Man kann nicht nicht kommunizieren.“ Beispiel
3D Displays
Nano-Schalter
Nano-Sensoren
„Virtual keyboards“
„Augen-Maus“
Emotions-Erkennung
3D Drucker
RFID-Tags
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Backup
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Customer Behavior and NeedsIn-depth understanding of drivers behind trends are used for business case evaluation of enablers and disruptive technologies.
Drivers of Beha-viors &
NeedsAfforda-bility
Requirement to act
Impact
on D
T
highlow
limited
strong
Evaluation for prioritized analysis
Conveni-
ence
Convenience
Technical Ability
Mobility
Time Budget
Efficiency Support
Belonging /Peer Pressure
Affordability
Margin / Scale
..
Trend Clusters Behaviors &
NeedsAging, Health
Fitness
Singling
Personal Rewarding
Mediatization
Servicing
Specialization
Knowledge Workers
Financial Pressure
..
Technical
Ability
Mobility
Time Budget
Efficiency
Support
Belonging Margin
/ Scale
..
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Desire for
• Comfort
• Productivity
Focus area: Intuitive Usability“Simplify your life”
Applications must be easy to operate for all users of a target group.
Intuitive operation of products and services generates greater efficiency and effectiveness.
Acquisition of larger customer groups for more complicated products and services as well (“design for all“).
Voice authentication instead of password
Service control by way of natural speech
Individualized dialog systems
Programming of settings is often cryptic at present
Authentication is usually done with a password or by entering a PIN
Input: *67# <call number>
Hello Ms. Müller, how can I help you?
Hello!
Today Tomorrow
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Focus area : Intelligent Access “Always best connected”
Technology must ensure the optimal connection in every situation without any help from the user.
There are no limits to accessibility and communication. Services are available via different devices and networks according to each
situation.
Seamless handover Best quality available Provision of necessary bandwidth in
each case
User must dial explicitly into a specific network via a device
Often necessary to dial into a new network when location changes
Today Tomorrow
GPRSISDN
UMTS
DVB-TW-LAN
ISDN
Desire for
• Comfort• Belonging• Productivity• Security
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Focus area: Integrated Communication“Everything talks”
Networked applications must satisfy individual needs increasingly independently.
Today Tomorrow
Direct communication from machine to machine relieves the user and makes processes more effective.
Context-sensitive and personalized products and services generate higher added value.
Everday objects will be intelligent Networking of all objects and devices New forms of communication and
interaction Intelligent applications by way of
spontaneous networking
Stand-alone devices in private sphere
Desire for
• Information• Comfort• Belonging• Productivity• Security• Pleasure• Individuality
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IP network
Focus area: Infrastructure Development“High quality at reasonable cost”
The cost/benefit ratio of production systems must be optimized.
Today Tomorrow
Optimization of the infrastructure has priority for Deutsche Telekom. More efficient production systems enable higher bandwidths and better quality
without increased costs.
Simplified and unform core network Equal treatment of voice and data in
core network Network convergence reduces costs
and increases quality, e.g. lower supply times
Parallel networks currently exist (PSTN, IP network, ...)
Service-specific growth
Corporate network
IP-Netz
Desire for
• Productivity
PSTN
ISDN
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Project description: German Version VoiceIdent: 06151-4283-121 English Version VoiceIdent: 06151-4283-122
German Version VoiceIdent + Ring tone download: 06151-4283-123
Demo