Speech Recognition'

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Speech Recognition.

• a bleeding edge or leading edge
• technology for today !!

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The technologists dream...
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• Credit Union Australia introduced
• Australias first speech enabled banking
• application in January 2001
• TELEBANKER

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TELEBANKER - telephone banking application

• Supports traditional IVR functionality
• Account Balance
• Transaction History
• Last 10 transactions
• Last 5 presented cheques
• Last 5 card transactions
• Interest paid last financial year
• Funds transfer
• Bpay

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..but Telebanker is different !

• ..its speech enabled !!!!

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What is speech enabled ?

• Application control through the users voice
  commands
• Tell the system what you want to do !
• For example ...

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Three technology components

• Telephony
• PABX
• Application
• IVR
• Speech
• Speech engine

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How does speech recognition work ?

• Doesnt recognise the individual words
• 42 sounds - Phonemes
• CAT breaks down to Ka T
• Phonemes combination, leads to meaning

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Speech Techniques

• Directed dialogue
• Simple single response
• Limited options
• Predictable
• which stock ?
• which city ?
• how much ?
• which department ?

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Speech Techniques

• Directed dialogue
• Natural Language Voice
• Phrasing
• Free format
• Context based

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Benefits of using speech

• Its a natural human interaction
• Shorter transaction times
• reduced expense
• less hardware
• better Member service
• Better at complex transactions
• Innovative !

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The Telebanker experience ...

• Launched in January 2001
• Currently processing 90,000 tx/mth
• Expected to rise to 280,000 tx/mth
• Transaction Completion Rate of 97-98
• Conservative view
• Authentication 90
• Transactional 94

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Telebanker experience (cont.)

• Actual call length reduction
• range between 13 to 33
• 13 to 20 seconds per transaction

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Telebanker experience (cont.)

• Actual call length reduction
• range between 13 to 33
• 13 to 20 seconds per transaction
• Best Practice using full NLV
• achievable range of 34 to 50
• 28 to 80 seconds per transaction

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Telebanker experience (cont.)

• System is very stable
• Positive Member acceptance
• Not for everyone !
• Improved morale in Call Centre
• Improved Member service

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How much does it cost ?

• 200,000 to some very large s

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How do I justifiy speech ?

• Telephony costs
• Staff Savings
• Improved Customer Service

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Is it a big project - how long ?

• Start to 1st Pilot - 6 months
• Total project time - 8 months

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How do I start ?

• Industry split disciplines
• Integrators
• Telephony
• IVR application
• Speech integration
• Speech Vendors
• Speech engine
• User interface ??

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The Integrators

• Telemanagement
• Pracom
• Premier Technology
• Enterprise Network Solutions
• Aspect

• Inflection Technologies
• ITA
• Compaq
• VeCommerce
• ComTech

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The Speech Vendors

• Speechworks
• Nuance
• Phillips
• Sayso (Syrinx)

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Critical Success factors

• Correct partners
• User interface
• design
• mix of DD NLV
• In-built tutorial
• Member education
• Project management

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Potential Speech problem areas

• Barge
• Long numbers
• Limited context language set
• Initial fear of talking to a computer
• Telstras - directory assistance deployment

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Other speech applications

• Stockbroking - stock quote
• Betting - TAB
• Tourism - WA
• Airline Reservations - United Airlines
• Courier Parcel Locator
• Auto Attendant - Switchboard
• AOL - Voice Portal
• weather
• e-mail reading
• movie line

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Future developments in speech

• Improved barge
• Full non-context NLV
• Voice based identification
• Telematics in car
• Voice enabled Pdas

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• YES. Speech recognition is now
• mature enough for deployment in the
• real world !

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Questions ?
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