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TelephonyAssistance and services

Seminar on state-of-the art and new trends of voice interfaces

Baris Ulucinar, September 2006Diva, University of Fribourghttp://diuf.unifr.ch/diva/wiki/index.php/SeminarSE06_Assistance_and_services

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Contents

1. Objectives

2. Why Voice?

3. VUI & Difficulties

4. Categories

5. Conclusion

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1.Objectives

State-of-the art and new trends of voice interfaces TelephonyAssistance and services

Try out available Categories Voice dialing Directories General information Schedule and ticketing

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2.Why Voice?

Convivial access to the services Increase the number of access to

information/usersImprovement of the image and notoriety Saving moneyFaster

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3.VUI & Difficulties

VUI must be designed for a large populations of non-expert users

Additional guidanceBarge-in capability Open / Closed Prompts ?

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3.VUI & Difficulties

Human capabilities and needs?Telephone channel, environmentUsed language, target populationThe User

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4.Categories: Directories

Directories 1234, Belgacom Since 04, designed for 10M persons.Tech: TTS: address, Pre-recorded Speech

for Prompts Directed dialog, Persona:Lisa Barge-in

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4.Categories: General Information & Services

Swisscom Vocal Portal Persona, submenu-earcon. Different possible questions, additional

informations Directed dialog

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4.Categories: General Information & Services

Via Suisse 163 good for newbie or experienced

customers additional informations: words, help.

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4.Categories: Schedule and Ticketting

Europlex Cinema Attention. Grammar bad designed; No confirmation Quickly lost

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4.Categories: Schedule and Ticketting

BVBmobile Persona Directed Dialog no earcon

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5.Conclusion

Voice UI: – Natural– routed quickly, saves time and monney– dialog design must be designed to respond the

cibled population. – longer welcome prompt + earcon + additional

informations – Persona can be the ideal employee

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Merci!

Questions?