How To Develop A Voice Portal For A Business

Transcription

1 VoiceMan Universal Voice Dialog Platform

2 VoiceMan The Voice Portal with many purposes Seite 2

3 Voice Computers manage to do ever more Modern voice portals can... extract key words from long sentences: Yes, er, I would like to know my account balance, please. understand continuously spoken Voice: Account number twenty three thirty one five eight two be interrupted: Experienced users can speed up conversations In addition, the Sikom VoiceMan System can... be very efficiently developed thanks to a highly performing graphic development context personalise the Voice dialogue thanks to its integrated data base and data base interfaces be well integrated - into existing Back Office contexts - into existing CRM systems - into existing Call Centers through CTI Seite 3

4 New Applications - Identification through voice patterns Welcome at Sikom Password Reset System. What is your Personnel number? Please say your personal password. Hans Muster Thank you. You ll receive your new password shortly via SMS. Seite 4

5 Usages of the multimodal portal Combined Web and Voice portals for companies and public administrations Interactive Learning Operation of terminals (PCs) Automatic multimodal presentations Visual queue for Contact Centers Seite 5

6 Usages of the multimodal portal Cash Multimodal CeBIT Information System closest ATM You are here Where s the next ATM? Back All ATMs Traffic Shopping powered by Sikom Seite 6

7 VoiceMan 7.5/8.0 Choice of several feature levels: DTMF Classic Europe Business Professional Independent of proprietary telephone add on cards Easy integration into client s environment Scalable from two to any number of channels since September 2006: High-end TTS by Loquendo included Seite 7

8 VoiceMan performance characteristics 1/2 Supports different script languages Switching functions/network SKS (Sikom), VoiceXML 2.1, ECMA-Skript Graphic dialogue designer (SKS) Multimodal expansion of the SKS functionality Unified Messaging Transfer (ECT, ICT, path replacement, direct) Call conferences Gateway ( CAPI <-> VoIP) Diagnose, Tuning and Statistics Voice logging Measurement points in the dialogue Sending, receiving, polling via Fax (T.30) Sending, receiving SMS (SMTP, POP3) Real time WEB debugger Media studio Grammar studio Voice Seite 8

9 VoiceMan performance characteristics 2/2 Communications interfaces Open standards (PSTN/PBX) PRI, BRI, E1, T1, SS7* Communications interfaces (VoIP) SIP, H.323 Intelligent resource management Voice recognition Text-To-Speech Simultaneous resource usage Voice recognition (ASR) Text-To-Speech (TTS) CAPI 2.0, SIP, MRCP, SAPI, VoiceXML 2.0,2.1 ECMA-Script, ODBC, SQL, HTTP, SOAP Voice recognition and Voice processing Integrated VAD Unified grammar format (ABNF) Unified semantic interpretation of results Native speech recognition Pre and post processor for grammar CTI-Support CSTA interface (additional optional) Seite 9

10 3-layer model - aim: Creating independent layers Geographically independent authorisation concept Management & Work Real time Monitor Forecast Reporting Agent Desktop Dispatcher, Team leader Configuration, Administration Routing: Independent of Events & Infrastructure Business Logic Routing Engine Queue & MOH Self Service Dialogue system IN IN-Routing Outbound Infrastructure: Voice and Data Seite 10

11 VoiceMan EDSS1 Q.SIG SS7 CAPI 2.0 special connectors Multimedia Server MRCP Voice recognition ASR Voice synthesis TTS a G sya wet SoftPhone Internet H.323 SIP Administration and monitoring direct TCP UDP MCI VoiceXML SKS ECMA SQL ABNF VAD Grammar Processor Native ASR HTTP User Interface SAPI ODBC HTTP XML SOAP Speaker recognition SV; SI Voice synthesis TTS Data bases/backend VoiceMan Server Interface Resources Seite 11

12 VoiceMan Navigator End points Resources Traces Data bases Dialogue Web server Help programmes Seite 12

13 VoiceMan: Tools for dialogue management Script Interpreter Script languages SIKOM-Skript (SKS) VoiceXML V2.0 ECMA (Java script) Tools Dialogue Designer Flow Designer JavaScriptStudio (planned) Seite 13

14 VoiceMan Dialogue Designer Flexible, visual tool for script writing Resource data base Extremely suited for highly complex but clear n-dimensional dialogues Seite 14

15 VoiceMan Dialogue Designer Overview Status view with stacking feature Results table Status (node) Stacking feature Seite 15

16 VoiceMan standard modules (extract): Company Assistant automatic connection through natural speech and automatic data base synchronisation Conference Assistant Conference server coupling: e.g. start conferences through Voice, GSM integration Call back management for Service centers and Call Centers Seite 16