DA Portals

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Travel-Nature

Published on March 13, 2008

Author: Marigold

Source: authorstream.com

Slide1:  Dialogue Solutions for Customer Care, DA and Voice Portals Claudia A. Demetz Group Manager Applications Slide2:  Overview Introduction Who we are Our Products Applications Voice Portals Customer Care Directory Assistance Trends Introduction:  Introduction Who We Are Philips: Global Technology Company:  Philips: Global Technology Company A Leading Global Company Founded 1891 Sales 1998 : US$ 34 Billion Employees: 230,000 Worldwide Operations in 150 Countries A Leader in Technology Innovation 3000 Researchers in 6 Countries & 3 Continents R&D Expenditures 6% of Sales More than 68,000 Patents; 30,000 Trademarks Innovations Such as Audio Cassette,VCR, CD Philips Speech Processing:  Philips Speech Processing 1953 - Foundation of Business Unit 1954 - First dictation machine 1957 - First cassette-based dictation machine 1966 - Invention of the mini-cassette 1990 - 10,000,000th dictation unit made 1991 - Digital dictation systems 1993 - Natural speech recognition systems on the market 1995 - Natural language dialogue systems on the market 1996 - Digital Speech Standard 1998 - Internet Speech Recognition 1999 - First Multi-domain SpeechPortal 2001 - First fully automated directory assistance service in Europe and the story goes on... Worldwide Sales & Support Organization:  Worldwide Sales & Support Organization Dallas Sydney Taipei Vienna Aachen Paris Colchester Beijing Barcelona Milan Global Deployments:  Global Deployments Ameritech AT&T Long-Distance AT&T Wireless BellAtlantic BellMobility (Canada) BellSouth BT (United Kingdom) Cegetel (France) Comcast Metrophone CRT (Brazil) DDI (Japan) Deutsche Telekom (Germany) DSQWorld (India) DT Mobil (Germany) GTE Hutchinson (Hong Kong) KGT (Taiwan) KMT (Korea) KPN (the Netherlands) Kuala Lumpur (Malaysia) Libencell (Lebanon) MCI Miniphone (Argentina) Movistar (Argentina) MTN (South Africa) Omnitel (Italy) Rogers Cantel (Canada) SK Telecom (Korea) Southwestern Bell Sprint StarTel (Chile) Stet Hellas (Greece) TDP (Japan) Telia (Sweden) Telstra (Australia) US Cellular And Many Others... Introduction:  Introduction Our Products Product Portfolio:  Application Creation Environment: SpeechKit Language Resources SpeechBlocks SpeechPath Engines Platform Components Application Products/ Components SpeechFinder PureRequest SpeechAttendant Voice Portals Customer Care Speech enabled IVR applications Directory Assistance Centrex Based Auto Attendant Call Completion DA Call Completion Voice Mail Control Basic Network Commands Voice Dialing Product Portfolio What is SpeechPearl?:  What is SpeechPearl? Continuous speech recognition and natural language understanding engine for telephony applications Software only system architecture For integration into voice platforms Dynamic configuration possibilities Product family to support application development, integration, specific applications SpeechPearl covers complete range of speech applications SpeechMania:  SpeechMania SpeechMania® state-of-the-art speech recognition software enables a conversation to be conducted almost in the same manner as between human beings Software based speech recognition platform complete with speech understanding and dialog control Powerful Multi-Channel Online System Various Telephony Interfaces Open Transaction Interface High Quality Pre-recorded Speech Output Mixed-Initiative Natural Language Understanding Paradigm Application Creation Environment Tool Set that allows to develop, deploy and run automatic natural language based telephone services SpeechMania® Natural Dialog System:  SpeechMania® Natural Dialog System Caller 2 System: “From where to where would you like to travel?” Caller: “ Next Monday.” System: “At what time do you want to travel on Monday, October 26th?” Caller: “I want to go from London to York.” System: “At what time do you want to travel from London to York?” Caller: “ 8 in the evening.” System: “So you want to travel at 8 p.m.?” Caller: “That's right.” System: “I have the following available...” Caller 1 System: “From where to where would you like to travel?” Caller: “From London to Newcastle.” System: “At what day do you want to travel from London to Newcastle?” Caller: “Next Monday.” System: “At what time do you want to travel on Monday, October 26th?” Caller: “I’d like to leave at 8.” System: “So you want to travel at 8 a.m.?” Caller: “No, I mean 8 p.m.” System: “So you want to travel at 8 p.m.“ Caller: “Yes that’s correct” System: “I have the following available ...” Applications:  Applications Voice Portals Content Portals: Infotainment:  Content Portals: Infotainment The Concept: One Number for all your Information Needs Example: Omnitel 2000 (Italy) The Omnitel 2000 Experience:  The Omnitel 2000 Experience Usage not as expected: People have to get used to Speech Recognition initially in the first weeks 60% of the callers did not say a word People do use only a limited amount of services 7 services (out of 128) make up 90% of the calls Distribution of Service Usage:  Distribution of Service Usage Other similar Portals:  Other similar Portals DSQWorld.com - India killer application is stock trading SpeechMania solution 365 / Guardian Angel - UK the most complete portal in the world collaboration between PSP, 365 and BrookSoft on BrookTrout Ms.600 / KGT -Taiwan 18 services: killer application is top ten first Mandarin voice portal SpeechMania solution in collaboration with Intecs Experiences with Voice Portals:  Experiences with Voice Portals Although technically feasible, not all features of natural dialogues are used by callers! Business case / marketing and good dialogue design are as important as the technical implementation! Voice Portals: A Solution in Search of a Problem?:  Voice Portals: A Solution in Search of a Problem? Marketing Strategies: Omnitel2000 advertisement people do not speak no sample dialogue the need is an exception (e.g. restaurant closed) and not compelling Voice Portals: A Solution in Search of a Problem? (2):  Voice Portals: A Solution in Search of a Problem? (2) KGT advertisement people call because a they have a immediate need you have to speak with the portal it reacts like a human being Experiences with Voice Portal Dialogues:  Experiences with Voice Portal Dialogues You have to show people that they can talk naturally! Mixed-initiative dialogue seldom used Menu structure critical when too many services (good feed-back needed to guide caller through the application: different voices and background music used for Omnitel20000 initially - high effort to maintain) Human Factors experts guidance needed! Applications:  Applications Customer Care Content Portals: Customer Care:  Content Portals: Customer Care The Concept: Automate the answering of Frequently Asked Questions Example: Omnitel 190 (collaboration between Nortel and PSP) Customer Care Services Automation: Example of Services Portfolio:  Customer Care Services Automation: Example of Services Portfolio The Omnitel 190 Success:  The Omnitel 190 Success Handles 250,000 calls per day Peak rates of 540,000 calls per day 92 % Dialogue Success Rate Shorter wait times for Customers There is a real value proposition for the caller: Able to handle many categories of questions Else too many menu layers Able to handle fuzzy questions Too difficult to catch all questions Speech preferred over DTMF (9% still preferred DTMF) DTMF input cumbersome on GSM Experiences with Customer Care:  Experiences with Customer Care People call because they need to, good business case Although it seems simpler than voice portals, dialogue design is as critical Drivers:  Drivers Growth of subscribers cannot be matched with call centre growth IVR/DTMF automation not satisfactory Cost saving on operators having to intervene Pre-paid users do not justify high expenses Agent migration to High Value services Experiences with Customer Care Dialogues:  Experiences with Customer Care Dialogues More mixed initiative should be allowed because caller has a specific issue Complex recognition task: concept spotting is crucial Customers’ departments more used to IVR systems (whilst voice portals not so biased) often replacing the DTMF dialogue only by inserting recognition Human Factors experts guidance needed! Applications:  Applications Directory Assistance Directory Assistance Market Segments:  Directory Assistance Market Segments Directory Enquiries White Pages (addressed by name) Yellow Pages (addressed by content) Residential Listings Company Listings (“Pink Pages”) Example:Telia:  Example:Telia 56 % of the customers very satisfied or satisfied 90 % thought the application was easy to use 62 % thought that the search was fast and efficient 33 % felt uncomfortable talking to a machine 33 % did not like the voice A “complete” Service Portfolio Price Basic Value added Telia has positioned the new automated white pages service in addition to call center and internet at a lower price The system has gone live in 02/2001, 90% success rate Results from Field Trial done for Stockholm: Automation of Residential Listings:  Automation of Residential Listings Challenging recognition task long lists of names with frequently unusual phonetics But “easy” task compared with business listings because dialog is structured always the same information items available (name, first name, street, …) Full automation possible Ask for as many different items (name, street, city, …) as possible Use spelling if possible Make use of DB Dialog success rates for automizable calls (caller cooperative, knows information, …) succes rates of 75% - 87.5% have been proven in trials with “real callers” Automation of Business Listings:  Automation of Business Listings More difficult task compared with residential listings Different domains require different info items small businesses: name of owner, street, … big business: branch, part of city doctors: area of medicine, address … Dialog can not be strict and uniform as for residentials Automation is possible by Automate only partly: top 1000, 5000, 20000, … listings Automate fully by using intelligent search techniques The Roads to Portals:  The Roads to Portals White Pages Yellow Pages Area Code Tariff Info Customer Care Portal Guides (Hotel …) Traffic Info ... ... Voice Portal Trends:  Trends Slide36:  Segmentation (portals for business-men, twens, house-wives…) Personalisation (allow people to personalise their links and preferences and to synchronise their phone books via the Internet,…) Multimodality Last Example: 365 Voice Portal:  Last Example: 365 Voice Portal

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