To Develop a Strategic Roadmap for the Deployment of Voice Enabled Web Technologies in the Enterpris

1
To Develop a Strategic Roadmap for the Deployment
of Voice Enabled Web Technologies in the
Enterprise

• Bryan Duggan
• MSc Computing Science
• (Information Technology for Strategic Management)
• Project Proposal21 May, 2002

2
Overview

• Introduction
• Background
• Project Aims Objectives
• Intellectual Challenge
• Research Program
• Deliverables
• Resources

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Introduction

• The Voice Enabled Web is any speech-enabled data
  interaction that utilises some browsing mechanism
  to navigate between separate sites including
  voice-enabled web sites and interactive voice
  response (IVR) systems.
• - The Yankee Group
• or simply
• the web with voice access
• Voice portols, banking, cinema tickets

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VoiceXML

• To the speech enabled web what HTML is to the
  browser centric web
• eXtensible Mark-up Language
• W3C
• Voice XML
• audio files to be played
• text to be spoken
• speech to be recorded or recognised
• touch tone input to be collected
• HTML
• text
• graphics
• tables
• Hosted on a web server
• Dynamically or statically generated

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Background

• Research holy grail
• Familiar through science fiction
• PC Dictation software
• 3 Factors
• Increases in processing power
• More realistic expectations
• VoiceXML
• Vcommerce (Voice Commerce)
• Research
• Academic research on speech algorithms
• People considerations
• Some industry work done on costing and ROI
• Little work on the strategic impact
• Strategic Roadmap for CTOs

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Gurus

• Speech as HCI
• Judith Markowitz
• David Attwater (BT)
• SLS _at_ MIT
• Susan Weinschenk - Designing Effective Speech
  Interfaces
• Speech Technology
• Jurafsky and Martin - Speech and Language
  Processing An Introduction to Natural Language
  Processing, Computational Linguistics and Speech
  Recognition
• Peter Danielsen, Lucent Scott McGlashan,
  PipeBeach
• Softare Economics
• Farbey et al - How to Assess Your It Investment
  A Study of Methods and Practic
• Parker et al - Information Strategy and
  Economics Linking Information Systems Strategy
  to Business Performance

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Aims and Objectives

• To develop a roadmap of the strategic issues,
  which will guide CTOs through the process of
  deploying voice enabled web technology

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Objectives

• 1. To explore the technology behind the voice
  enabled web
• 2. To classify existing applications with respect
  to their suitability for automation using voice
  enabled web technologies
• 3. To identify the cost issues of deploying
  automatic speech technology
• 4. To explore the issue of speech as a human
  computer interface and its impact on the design
  of voice enabled web systems
• 5. To examine a series of case studies of voice
  enabled web technologies implementations and to
  build a prototype application
• 6. To produce a strategic roadmap for CTOs which
  take all of the above issues into consideration
• 7. Evaluate the proposed roadmap in terms of
  commercial usefulness

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Research program

• Phase 1 Technology Review and Application
  Suitability Framework
• Review of published literature and standards
• Classify existing applications
• Phase 2 Critical Issue Determination
• Identify cost factor, contract issues, (Parker et
  al, 1989 Farbey et al, 1993)
• Critical HCI issues, testing, usability, quality,
  (Markowitz, 1996 Attwater, 2000), Spoken
  Language Systems Centre at MIT
• Phase 3 Case Study Analysis
• Successful and Unsuccessful, Prototype
• Industry contacts
• Phase 4 Roadmap development
• CTO focused
• Elaborate on critical issues from suitability,
  through costing and implementation
• Phase 5 Validation
• Is the roadmap in keeping with practice

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Deliverables

• Overall
• A strategic roadmap
• Sub-deliverables
• A review of the current state of the art,
  algorithms, VoiceXML infrastructure
• Application classifications and suitability
  framework report
• Speech as HCI report
• Analysis of case studies and prototype, list of
  issues
• Strategic roadmap report
• Evaluation

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Resources

• Internet Access and Email
• Downloads
• Library Facilities
• Commercial Contacts
• Red Circle
• Vox Pilot

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Questions?