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Microsoft Speech Server

Microsoft Speech Server. Charlene Volker – Solutions Sales Specialist Lynn Olson – Technical Specialist. Permits and Inspections Jury Management Citation Management Elections Tax Information Utilities Password Reset. Auto Attendant Outbound Notification License Application

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Microsoft Speech Server

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  1. Microsoft Speech Server Charlene Volker – Solutions Sales Specialist Lynn Olson – Technical Specialist

  2. Permits and Inspections Jury Management Citation Management Elections Tax Information Utilities Password Reset Auto Attendant Outbound Notification License Application License Renewal Motor Vehicle Renewal Mobil Workforce Speech Enabled Portals Government Self-Service Applications

  3. State and Local Governments are looking for IT Solutions That… • Provide a solution for increased services demands by constituents • Demonstrate a rapid return on investment • Are easy to install and maintain • Address key operational challenges Microsoft Speech Technologies provide an easy, economical way to extend government services to a broader range of constituents, across a wide array of devices.

  4. Benefits of Speech Recognition • Reduces Labor Costs in the Enterprise • Call Center, IT and Operations • Automates repetitive high volume, low value tasks • Improves Automation • Simplifies complex transactions • Adds convenient access to existing systems • Improves the User Experience • Speech provides advantages over other methods including touch-tone, email and web • 80% believe speech is as easy or better to use than internet

  5. Web Speech Touch-Tone Where Speech Fits Customers Reached User Friendliness Accessibility

  6. NY DOE Chose Speech Server • New York Department of Education • 1.2 million students, 80,000 teachers and 1,200 schools • Highly Acclaimed Website • Low computer literacy and lack of internet access – Digital Divide • Speech-enabled ASP.NET website • Extends NYDOE website to phone • Provides attendance, grades, lunch menu and other key information to parents “We have a large number of parents who are not comfortable with a computer. But telephones are accessible and easy to use…using Microsoft Speech Technologies, parents will have access to information 24/7.” Richard Langford, Deputy CIO NYC DOE

  7. Making Speech Mainstream Desktop & Embedded Enterprise & LOB Applications Messaging Contact Center IVR Microsoft Developer tools for speech Microsoft Speech Server Speech Technologies Microsoft Speech Technology Vision “Speech and natural language understanding are the key technologies that will have the most impact in the next 15 years.” -- Bill Gates

  8. Permits and Inspections • Schedule Inspections • Cancel/Reschedule Inspections • Post Inspection Results • Obtain Inspection Results • Fax Results • Outbound Notification

  9. Municipal Court Systems • Check the status of case or citation • Check the status of an account • Amount Owed • Due Date • Payment History • Schedule and/or Confirm • Court Date • Administrative Review • Hearing • Credit card payment processing • Jury Notification • Outbound Court Appearance reminder call

  10. Tax Assessment & Collections • Status Checks • Current year tax payments • 1st half • 2nd half • Prior Year Tax Payments • By year • Delinquent or lien status • Credit Card Payments of Taxes • Fax Options • Parcel Detail • Property and Ownership detail • Payment History • Billing History

  11. Account Inquiry Current balance Adjusted balance Last payment amount Pending payment Current billing date Delinquent due date Last payment date Delinquent balance Start/Stop Service Payment Site Locator Outbound Notification Meter Reading Outage Reporting and Status Utility Department

  12. Microsoft CRM Accela Advantage (Tidemark) Accela Automation Accela Permits Plus Black Bear Computronix CRW CSDC Amanda Echelon3 Technologies Eden Hansen Harris Computer Systems KIVA Municipal CityView Pentamation Springbrook Software SunGard HTE Back End Integration

  13. Microsoft’s Auto Attendant • Automated operator • 55,000+ names in Microsoft directory • Results • 75% first-try task completion rate • 50% reduction in agent headcount • ROI (over 4 years) = 1400% • Payback period = 4 months • Annual savings = $270,000

  14. What Is Microsoft Speech Server?

  15. R2 • Web-based, speech-enabled IVR & multimodal server • DTMF and speech • Supports open and industry standards • Integrated ASR/TTS • U.S. English, U.S. Spanish, Canadian French • High performance, scalable, reliable, secure • Flexible deployment options • Comprehensive and robust development using VS .NET and Speech Application SDK • Reporting, analysis, and tuning tools • Integrated Windows management • Leverages existing IT, Web, telephony, and data assets and skills

  16. Voice User Interface Graphical User Interface Application Logic and Business Rules Back-end Data More Self-Service, Less Cost • Same development tools • Same web and web services infrastructure • Same application logic and back-end data • Same management and monitoring tools

  17. PSTN Speech Engine Services (SES) Telephony Application Services (TAS) SpeechServerTopology Microsoft Speech Server Telephony Card PBX TDM Telephony TDM Media Gateway TDM SIP/RTP TelephonyInterface Manager (TIM) SIP/RTP Development Workstation Microsoft® Speech Application SDK + Visual Studio® .NET HTML + SALT + JScript ASP.NET Web Server App Deployed Web Pages Grammars Back-end/DB Connectivity Prompts ADO.NET, ODBC, Web Services, SOAP ASP.NET Controls JH DB SQL – Logging & Reporting

  18. MSS Configuration Options Standard Edition 24 ports or less Enterprise Edition AIO or Distributed or +1 Microsoft Speech Server (SES service enabled) Load balancer Microsoft Speech Server and Web Server Web Server and DB(s) SOAP or Microsoft Speech Server (TAS service enabled) PBX (optional) PBX • All-in-one - manageability • Distributed - fail-over • Universal Port: ASR, TTS, and Languages • Licensed per Proc

  19. Advantages of Speech • Improve Constituent Satisfaction • Extend Services Easily • Leverage Existing Technology

  20. For More Information… • My contact Information • cvolker@microsoft.com • http://www.microsoft.com/speech/solutions/government/default.mspx • Case Studies • Data Sheet • Sample Application Wav Files

  21. © 2003-2004 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

  22. Speech Application SDK Overview • VS.NET integrated tools • Dialog • Grammar • Prompts • ASP.NET speech controls • Grammar libraries • Debugging tools • Debugger • Telephony simulator • Log player • Analysis tools • Call analyzer • Reports • Samples, tutorials, docs

  23. Building a Speech Application • Design the VUI interaction – Call Flow • Create grammars for expected answers • Add speech controls to a Web Form • Extract the meaning (answers) of the recognition results and bind them to controls • Create the prompts • Debug before deploying Grammar Editor Dialog Editor Prompt Editor Debugging Tools

  24. Grammars

  25. What are Grammars? • A structured list of rules that identify the words or phrases that can be used for speech input and subsequent automatic recognition • Maintained in .grxml files – adhere to the SRGS format Semantic Items Postamble Preamble plain small I would like a pizza cheese medium pizza please I’ll have a a mushroom large Give me a ham

  26. Phrase (words) List (alternatives) Rule reference Group (rolls Lists up) Advanced: Wildcard Halt Skip Script Tag (assigns variable) Grammar Elements

  27. Creating Grammars and Semantic Mark-up

  28. Add Script Tags to your grammar rules After the phrase where a semantic value is required This creates <tag> elements in the underlying .grxml file Use the Semantic Script Editor to create script Create semantic elements and attributes Use free format script editing for complex requirements Adding Semantic Mark-up

  29. Speech Controls

  30. Speech Controls Speech Controls Dialog Speech Controls Application Speech Controls Basic Speech Controls Listen QA CreditCardNumber SemanticMap Phone Prompt SemanticItem DataTableNavigator Custom Controls CompareValidator / CustomValidator AnswerCall Grammar Command

  31. What are Application Speech Controls? • Composite controls, to collect common information • Examples include date, phone number and credit card controls Dialog Speech Controls Grammars Application Control Default Prompts

  32. What are QA Controls? • A QA manages a question-answer interaction with a user • Asks a question (prompts the user) • Accepts voice input (using a grammar) Question-Answer Interactions Which size Pizza would you like to have? Application qaPSize What toppings would you like on your pizza? qaPTopping

  33. Semantic items store elements of contextual information gathered from the user A semantic map is a container for multiple semantic items Semantic Items and Semantic Map Semantic Item State QA Control(s) SemanticMap Empty siPSize Needs Confirmation Answers Collection siPTopping Confirmed

  34. Dialog Control Editor

  35. Prompts

  36. MSS Prompts • Supports Pre-Recorded and Text-to-Speech • Stored in a Prompt Database • Easy to Manage • Prompt DB and Editor enable you to: • Add Transcriptions • Create Extractions • Record Prompts • Edit Wave Files • Validate Prompt Coverage

  37. The Prompt Editor

  38. Speech Debugging

  39. The Telephony Application Simulator

  40. The Speech Debugging Console Break on Listen Start Play Prompts Enable SML Editing Text or Voice Input Simulated Exception Conditions Edit SML Results Speech Control State Trace Output

  41. Managing your MSS Deployment • Microsoft Management Console (MMC) • SES, TAS, TIM • Application deployment • Centralized settings and replication • Windows Management Instrumentation (WMI) • All settings can be configured programmatically • Uniform access for mgmt data from multiple sources • Sharing mgmt data across multiple mgmt applications • App Provisioning Tool

  42. Monitoring your MSS Deployment • Real-time monitoring facilities • System monitor (disk, memory, proc, net, etc) • Performance monitor (counters, traces, alerts) • Centralized Monitoring via MMC • SNMP • Events can be configured to generate traps • MOM Management Pack • Log Analysis Tools

  43. Data Analysis Framework Application

  44. Reporting and Tuning • Scenarios • Business Manager • how many calls? which services? how many successful transactions? • Application Developer • how good are my grammars? where are people hanging up/transferring? • System administrator • where are the system latencies? what is causing trace warning messages? • MSS solutions • Speech Application Reports • Call Viewer

  45. Call Viewer • Analyst selects problematic calls • queries over times, events, particular properties • quickly retrieves all calls symptomatic of the problem • Drills down into the call • flexible views, according to event filters selected • turn by turn • including user audio • component event by component event • detailed information • even finer-grained configuration • conditional event filtering

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