Interfaces de voz avanzadas con VoiceXML

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1 Interfaces de voz avanzadas con VoiceXML

2 Digital Revolution is coming

3 Self driving cars Self voice services Autopilot for CAR Speaker Automatic Speech Recognition ASR DTMF keypad SIP / VoIP or TDM Micro Text-to-Speech TTS or Wav Interactive Voice Response IVR

4 What is IVR? In telephony, Interactive Voice Response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems scale well to handle large call volumes.

5 IVR: Simple definition Voice API Phone Persons IVR Applications Machines

6 IVR: Human-Machine Dialogue Machine Human Process VoiceXML Process Listen Speak ASR / SIV TTS / WAV Listen Speak IVR

7 What is VoiceXML? VoiceXML is a language for creating voice-user interfaces, particularly for the telephone. It uses speech recognition (ASR) and touchtone (DTMF keypad) for input, and pre-recorded audio and text-to-speech synthesis (TTS) for output. It is based on the Worldwide Web Consortium s (W3C s) Extensible Markup Language (XML), and leverages the web paradigm for application development and deployment. By having a common language, application developers, platform vendors, and tool providers all can benefit from code portability and reuse.

8 VoiceXML: History Motorola VoxML IBM SpeechML Lucent Teleportal W3C VoiceXML 0.9 VoiceXML 1.0 VoiceXML 2.0 VoiceXML 2.1 VoiceXML 3.0 draft (Meta-languages) Natural Language Under. NLU AT&T Labs

9 W3C VoiceXML Open Standard W3C VoiceXML 2.0 Recommendation March 2004 W3C VoiceXML 2.1 (Recommendation) Recommendation June 2007 W3C VoiceXML 3.0 (Draft) Early Stage of development January 2006

10 Voice Browser or Web Browser <vxml> Internet <html> Web Navegador de Voz (Voice Browser) Servidor Web (web Server) Navegador Web (Web Browser)

11 HTML versus VXML HTML Mouse + Display HTML layout images, video files Text Scripts HTTP / HTTPS RTP - SOAP - WSDL VXML Phone + Keypad VXML layout audio, grammar files Text (TTS) Scripts HTTP / HTTPS RTP - SOAP - WSDL - SIP

12 PBX versus IVR Features PBX IVR Connect Phones / Extensions Phones / Applications Call Routing Person-to-Person Person-to-Machine Configuration Static (Dialplan) Dynamic (VoiceXML) Interaction DTMF DTMF TTS ASR NLU SIV

13 3 Niveles de dialogo: IVR NLU 3 Natural Language Understanding (NLU) Dialogo indeterminista: Quiero contactar con un comercial 2 Direct Dialog (ASR/TTS) Dialogo determinista: Ventas, Comercial, Soporte 1 Key Tones (DTMF) Teclas del teléfono: 0 9 # *

14 Diagrama IVR extendido IVR+ Natural Language Understanding Voice Biometrics Telephony Private Branch Exchange PBX NLU SIV HTTP VoiceXML + GRXML + BNF HTTPS IVR VOIP TDM VXML SIP / TDM Voice Browser Phone MRCP HTTP MRCP API HTTP API Speech Servers TTS ASR Business Applications

15 Hello World! <?xml version="1.0"?> <vxml version = "2.0" xmlns=" xml:lang="en-us"> <form> <block>hello world!</block> </form> </vxml> <?xml version="1.0"?> <vxml version="2.0" xmlns=" <form> <block> <prompt> <audio src="helloworld.wav"/> </prompt> </block> </form> </vxml>

16 Menu DTMF <?xml version="1.0"?> <vxml version = "2.1"> <menu> <prompt> Hello. Choose among the following option: <enumerate> <value expr= _dtmf /> for <value expr= _prompt /> </prompt> <choice dtmf= 1 next=page1.vxml> Hotel </choice> <choice dtmf= 2 next=page2.vxml> Wheather </choice> <choice dtmf= 3 next=page3.vxml> News </choice> </menu>

17 Reconocimiento de voz (ASR) <?xml version= 1.0" encoding= ISO ?> <vxml version = 2.0" lang= en > <form> <field name= city > <prompt>where to you want to travel to?</prompt> <option>new York</option> <option>paris</option> <option>berlin</option> <option>madrid</option> <option>london</option> </field> <field name= travellers type= number > <prompt>how many are traveling to <value expr= city />? </prompt> </field> <block> <submit next= namelist= city travelers /> </block> </form> </vxml>

18 Ventajas de VoiceXML VoiceXML es un estándar abierto para los sistemas IVR Lenguaje basado en el paradigma XML / HTTP Inclusión de gramáticas de diálogo compiladas o dinámicas GRXML, ABNF, Integración y gestión de los motores del habla TTS / ASR Compatible con todos lenguajes de programación web PHP / JSP / ASP /... Acceso universal a bases de datos y sistemas externos (también para NLU) Permite una gestión de los eventos en tiempo real

19 Live Demo

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