use your voice to access the web christian dugast director european operations nuance communications

Use your Voice to Access the Use your Voice to Access the WEBWEB

Christian DugastChristian DugastDirector European Director European

OperationsOperationsNuance CommunicationsNuance Communications

Christian DugastChristian DugastDirector European Director European

OperationsOperationsNuance CommunicationsNuance Communications

What is Speech Recognition?What is Speech Recognition?What is Speech Recognition?What is Speech Recognition?

V-Commerce ExamplesV-Commerce ExamplesV-Commerce ExamplesV-Commerce Examples

Intelligent PhoneIntelligent PhoneIntelligent PhoneIntelligent Phone

SummarySummarySummarySummary

AgendaAgenda

Speech Recognition in Speech Recognition in TelephonyTelephony

is to is to understandunderstandwhat people saywhat people say

in order to in order to actact accordingly accordingly

Case Study

Case Study

Fidelity InvestmentsFidelity Investments

ApplicationApplication• Quotes & tradingQuotes & trading• Natural language Natural language

dialogdialog

ImplementationImplementation• Roll-out completed July ‘99Roll-out completed July ‘99• IBM telephony platformIBM telephony platform

BenefitsBenefits• Cost savingsCost savings• Service improvementService improvement

VolumeVolume• Up to 1 million calls/dayUp to 1 million calls/day• Over 4,000 portsOver 4,000 ports

Home Shopping NetworkHome Shopping Network

Case Study

Case Study

ApplicationApplication• Voice authenticationVoice authentication• V-commerceV-commerce

ImplementationImplementation• Roll-out began July ‘99Roll-out began July ‘99• Edify telephony platformEdify telephony platform

BenefitsBenefits• SecuritySecurity• PersonalizationPersonalization

VolumeVolume• 5 million customers5 million customers• 160,000 calls/day160,000 calls/day

Corporate InformationCorporate Information• Headquarters Silicon ValleyHeadquarters Silicon Valley

• 1994 Spin-off from SRI International 1994 Spin-off from SRI International

• 280 Employees280 Employees• 105 R&D105 R&D

• V-Commerce market leaderV-Commerce market leader• 75 live customers / over 3 Million calls per 75 live customers / over 3 Million calls per

dayday

• Global presenceGlobal presence• North America, Europe, Asia, South AmericaNorth America, Europe, Asia, South America

Nuance VisionNuance Vision

Voice user interfaces Voice user interfaces linking people with linking people with

information, transactions and information, transactions and services services

over current and over current and next generation networksnext generation networks

What is Speech Recognition?What is Speech Recognition?What is Speech Recognition?What is Speech Recognition?

V-Commerce ExamplesV-Commerce ExamplesV-Commerce ExamplesV-Commerce Examples

Intelligent PhoneIntelligent PhoneIntelligent PhoneIntelligent Phone

SummarySummarySummarySummary

AgendaAgenda

IntroducingIntroducingVoyagerVoyager

IntroducingIntroducingVoyagerVoyager

The 2 NetworksThe 2 Networks

WebWebWebWeb InternetInternet InternetInternet

IPIP

SpeechSpeechSpeechSpeech

PersonPersonPersonPerson

Touch-toneTouch-toneTouch-toneTouch-tone1 2 34 5 67 8 9* 0 #

TelephoneTelephoneNetworkNetwork

TelephoneTelephoneNetworkNetwork

PSTN / CellPSTN / Cell

NuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuanceNuance


SpeechSpeechSpeechSpeech

WebWebWebWeb

PersonPersonPersonPerson

Touch-toneTouch-toneTouch-toneTouch-tone1 2 34 5 67 8 9* 0 #


Next Generation NetworkNext Generation Network

PSTN / CellPSTN / Cell

IPIP

Next Next

GenerationGenerationNetworkNetwork

Next Next

GenerationGenerationNetworkNetwork IPIP



VoyagerVoyager• A standard voice interface for A standard voice interface for

navigating the next generation navigating the next generation networknetwork• DialtoneDialtone• Voice BrowserVoice Browser

• Web Paradigm for navigation and personalizationWeb Paradigm for navigation and personalization

• PlatformPlatform• Run-timeRun-time• Content Development Tools Content Development Tools

• V-Builder (SpeechObjects, VoiceXML)V-Builder (SpeechObjects, VoiceXML)

VoyagerVoyager• Browser functionalityBrowser functionality

• NavigationNavigation• Dialing - Voice enabled phone net & internetDialing - Voice enabled phone net & internet• Hyperlink (flat menus)Hyperlink (flat menus)• HistoryHistory

• BookmarksBookmarks• Back/forwardBack/forward

• PersonalizationPersonalization• Security services Security services • Profiles, preferencesProfiles, preferences

VoyagerVoyager• Voice enabled applications Voice enabled applications

• Directory AssistanceDirectory Assistance• Unified MessagingUnified Messaging• Enhanced ServicesEnhanced Services

• Personal AgentsPersonal Agents

• V-Commerce applicationsV-Commerce applications• Enterprise applicationsEnterprise applications

• Customer contact centerCustomer contact center• CRM, SFA, etc.CRM, SFA, etc.

BREAKBREAK

HTML EmulationHTML Emulation

• With which Credit Card do you want With which Credit Card do you want to pay?to pay?

Visa InternationalVisa International

Master CardMaster Card

American ExpressAmerican Express

TimeTimeSpeechObjectSpeechObject

What time wouldWhat time wouldyou like to leave?you like to leave?What time wouldWhat time wouldyou like to leave?you like to leave?

Is that AM or PM?Is that AM or PM?Is that AM or PM?Is that AM or PM?

3 o’clock3 o’clock3 o’clock3 o’clock

PMPMPMPM

You wouldYou would……..?..?

You wouldYou would……..?..?

YesYesYesYes

Result fromSpeechObject:

DepTimeDepTime:: 15.0015.00

ApplicationApplicationApplicationApplication

SpeechObjects™SpeechObjects™ Include Grammars, Prompts, and DialogInclude Grammars, Prompts, and Dialog

SpeechObjects™SpeechObjects™ Include Grammars, Prompts, and DialogInclude Grammars, Prompts, and Dialog

Speech ObjectsSpeech Objects

• Verified, Qualified Sub-DialoguesVerified, Qualified Sub-Dialogues

• Open Source / Recognizer independentOpen Source / Recognizer independent

• Application independentApplication independent

• Platform independentPlatform independent

• Decreases dramatically Application Decreases dramatically Application

Development timeDevelopment time

NetworkNetwork

Audio TextAudio Text

PeoplePeople

IVRsIVRs11 22 3344 55 6677 88 99** 00 ##

Speech IVRsSpeech IVRs

VoyagerVoyagerTelephone Network TodayTelephone Network Today

VSPVSP

NetworkNetwork

VoyagerVoyagerVoyagerVoyager


Speech IVRsSpeech IVRs

PeoplePeople

IVRsIVRs11 22 3344 55 6677 88 99** 00 ##

VoyagerVoyagerVSPVSP

VSPVSP

NetworkNetwork


Speech IVRSpeech IVR

PersonPerson

IVRIVR11 22 3344 55 6677 88 99** 00 ##

FinnairFinnair

Hosted SpeechHosted Speech

SpeechSpeechObjectsObjects


HertzHertz

VoyagerVoyagerHosted Speech IVRHosted Speech IVR

VSPVSP

NetworkNetwork



PersonPerson

HertzHertz

FinnairFinnair

HertzHertzHertzHertz

IVRIVR11 22 3344 55 6677 88 99** 00 ##


VoyagerVoyagerHosted Speech IVRHosted Speech IVR

VSPVSP

NetworkNetwork



PersonPerson

IVRIVR

FinnairFinnair

HertzHertz

Hosted SpeechHosted SpeechWeb PageWeb Page

SpeechSpeechObjectsObjects

IVRIVR11 22 3344 55 6677 88 99** 00 ##

Web PageWeb Page

AmazonAmazon

VoyagerVoyagerVoice-enabled WebVoice-enabled Web

VSPVSP

NetworkNetwork


Web PageWeb Page


PersonPerson

AmazonAmazonAmazonAmazon

AmazonAmazon

FinnairFinnair

IVRIVR11 22 3344 55 6677 88 99** 00 ##

HertzHertz


VoyagerVoyagerVoice-enabled WebVoice-enabled Web

VSPVSP

NetworkNetwork


Web PageWeb Page


PersonPerson

PortalPortal

IVRIVR11 22 3344 55 6677 88 99** 00 ##

AmazonAmazon

HertzHertz


VoyagerVoyagerVoice Portal Hosted at VSPVoice Portal Hosted at VSP

VSPVSP

NetworkNetwork


Web PageWeb Page


PersonPerson

PortalPortal

IVRIVR11 22 3344 55 6677 88 99** 00 ##

AmazonAmazon

HertzHertz


VoyagerVoyagerVSP as Voice PortalVSP as Voice Portal

SummarySummary• Speech Recognition / UnderstandingSpeech Recognition / Understanding

• is thereis there• is usefulis useful• it worksit works

• We are back to the good old daysWe are back to the good old days• We can access the whole content of We can access the whole content of

the world over the phonethe world over the phone• The visual dialogue will replace the The visual dialogue will replace the

vocal dialoguevocal dialogue

[email protected]@nuance.com

use your voice to access the web christian dugast director european operations nuance communications

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