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Managing Complexity: 3rd Generation Speech Applications

Roberto Pieraccini August 7, 2006. Managing Complexity: 3rd Generation Speech Applications . 1 st Generation INFORMATIONAL. 2 nd Generation TRANSACTIONAL. 3 RD Generation PROBLEM SOLVING. 10. 100. 1000. Native Code. Standard (VoiceXML) Voice Platforms. Proprietary

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Managing Complexity: 3rd Generation Speech Applications

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  1. Roberto Pieraccini August 7, 2006 Managing Complexity: 3rd Generation Speech Applications

  2. 1st Generation INFORMATIONAL 2nd Generation TRANSACTIONAL 3RD Generation PROBLEM SOLVING 10 100 1000 Native Code Standard (VoiceXML) Voice Platforms Proprietary Voice Platforms Standard Application servers COMPLEXITY (NUMBER OF DIALOG MODULES) Static VoiceXML Dynamic VoiceXML Statistical Language Understanding Evolution of Complexity BANKING CUSTOMER CARE TECHNICAL SUPPORT HELP DESK STOCK TRADING PACKAGE TRACKING/RATES FLIGHT STATUS FLIGHT/TRAINRESERVATION 1994 2000 2006

  3. Speech 3.0 A Paradigm Shift • A tool for callers • And not a replacement of agents • Better service • And not cutting customer care costs • A live repository of knowledge • Continuous improvement vs. ship-and forget • A Service Optimization Device • Added value of business intelligence

  4. Know who is calling Know “how-to” Remote actions Natural language Sophisticated logic Work out-of-the box Rapid deployment Keep improving Knowledge accumulation Business intelligence Collaborate with agents Speech 3.0 Defining features

  5. One-time callers Caller emotions Uncontrolled events Hostile environment Caller withdrawals Symptoms vs. problems World model mismatch Lack of trust High complexity logic Technical Support Challenges

  6. Managing Complexity • Integrated design/development • Arbitrary depth hierarchy (ADH) • Property inheritance • Event handling logic • Link external modules • Variables/WebServices/Scripting • Global interaction features • Speech hypotheses handling • Timers/parallel execution • Real-time call monitoring • Call resumption engine • Call back features • Repeat caller functionality • Personalization • Automatic reporting

  7. continuous improvement improvement continuous The Continuous Improvement Cycle • Analyze call logs to find areas of the call flow with: • High frequency of hang-ups and help/operator requests • High speech recognition error rates • High AHT • Listen to full call recordings to discover why: • Callers ask for “operator” • Callers abandon or hangup before troubleshooting • Reasons for speech recognition errors causing escalations • Callers spend longer than anticipated time in certain tasks • Transcribe utterances to: • Compute accurate speech recognition performance • Improve speech recognition performance • Understand and categorize exactly what callers say and how they say it • Improve • VUI • Grammars • Logic

  8. Continuous Improvement in Action

  9. Conclusions • Three generations of dialog systems • Complexity, Architecture, Technology, Interaction type • Speech 3.0 • Paradigm shift • Advanced features • Managing complexity • Continuous improvement cycle

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