Microsoft Speech Server Charlene Volker – Solutions Sales Specialist Lynn Olson – Technical Specialist.
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Microsoft Speech Server
Charlene Volker – Solutions Sales Specialist
Lynn Olson – Technical Specialist
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Government Self-Service Applications
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
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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.
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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
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WebWeb
SpeechSpeechSpeechSpeech
Where Speech Fits
Accessibility
User Friendliness
Customers Reached
Touch-ToneTouch-Tone
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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
NY DOE Chose Speech Server
“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
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Microsoft Speech Technology Vision
Microsoft Developer tools for speech
Contact Center
IVRMessaging
Enterprise& LOB
Applications
Desktop&
Embedded
Microsoft Speech Server Speech Technologies
Making Speech Mainstream
“Speech and natural language understanding are the key technologies that will have the most impact in the next 15
years.”-- Bill Gates
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Permits and Inspections
Schedule Inspections Cancel/Reschedule Inspections Post Inspection Results Obtain Inspection Results Fax Results Outbound Notification
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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
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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
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Utility Department
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
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Back End Integration
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
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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
What Is Microsoft Speech Server?
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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
R2
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More Self-Service, Less Cost
Voice User
Interface
ApplicationLogic and Business
Rules
Back-end Data
Graphical User
Interface
Same development tools
Same web and web services infrastructure
Same application logic and back-end data
Same management and monitoring tools
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Microsoft Speech Server
Media GatewayPSTNPSTN
Microsoft® Speech Application SDK
+ Visual Studio® .NET
Microsoft® Speech Application SDK
+ Visual Studio® .NET
Development WorkstationDevelopment Workstation
Telephony Card
TelephonyInterface
Manager (TIM)
TelephonyInterface
Manager (TIM)
Speech Engine Services (SES)
Telephony Application
Services (TAS)
ASP.NET Web Server
ASP.NET ControlsASP.NET Controls
GrammarsGrammars
PromptsPrompts
Web PagesWeb Pages
Speech Server Topology
TelephonyTelephony
HTML + SALT + JScript
PBX
SIP/RTP
SIP/RTP
TDM
TDM
TDM
SQL – Logging & Reporting
JH
DB
Back-end/DB ConnectivityBack-end/DB Connectivity
ADO.NET,
ODBC, Web
Services,
SOAP
App Deployed
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MSS Configuration Options
o All-in-one - manageabilityo Distributed - fail-overo Universal Port: ASR, TTS, and Languageso Licensed per Proc
PBX (optional)
Microsoft Speech Server and Web Server
Standard Edition24 ports or less
Microsoft Speech Server (TAS service enabled)
Web Server
and DB(s)
PBX
Microsoft Speech Server(SES service enabled)
Load balancer
Enterprise Edition
AIO or Distributed
SO
AP
or
or +1
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Advantages of Speech
Improve Constituent Satisfaction
Extend Services Easily
Leverage Existing Technology
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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
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© 2003-2004 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.
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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
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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
Building a Speech Application
GrammarEditor
Dialog Editor
PromptEditor
Debugging Tools
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Grammars
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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
I would like aI would like a
I’ll have a aI’ll have a a
Give me aGive me a
smallsmall
mediummedium
largelarge
plainplain
cheesecheese
mushroommushroom
hamham
pizzapizza
pizza pleasepizza please
Preamble PostambleSemantic Items
What are Grammars?
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Grammar Elements
Phrase (words) List (alternatives) Rule reference Group (rolls Lists up) Advanced:
Wildcard Halt Skip
Script Tag (assigns variable)
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Creating Grammars and Semantic Mark-up
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Adding Semantic Mark-up
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
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Speech Controls
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Basic Speech Controls
Prompt
Speech Controls
Listen
DialogSpeech Controls
ApplicationSpeech Controls
QA
SemanticMap
SemanticItem
Grammar
Command
AnswerCall
CreditCardNumber
Phone
DataTableNavigator
Custom ControlsCompareValidator /CustomValidator
Speech Controls
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What are Application Speech Controls?
Composite controls, to collect common information
Examples include date, phone number and credit card controls
Application ControlApplication Control
Dialog Speech ControlsDialog Speech Controls
GrammarsGrammars
Default PromptsDefault Prompts
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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)
qaPSizeqaPSize
qaPToppingqaPTopping
Which size Pizza would you like to
have?
Which size Pizza would you like to
have?
What toppings would you like on
your pizza?
What toppings would you like on
your pizza?
Question-Answer Interactions Application
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Semantic items store elements of contextual information gathered from the user
A semantic map is a container for multiple semantic items
SemanticMapQA Control(s)
Answers Collection
Answers Collection
siPSizesiPSize
Semantic Item StateSemantic Item State
EmptyEmpty
Needs ConfirmationNeeds Confirmation
siPToppingsiPTopping ConfirmedConfirmed
Semantic Items and Semantic Map
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Dialog Control Editor
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Prompts
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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
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The Prompt Editor
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Speech Debugging
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The Telephony Application Simulator
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Edit SML ResultsEdit SML Results Trace OutputTrace OutputSpeech Control StateSpeech Control State
Simulated Exception Conditions
Simulated Exception Conditions
Break on Listen Start
Break on Listen Start
Enable SML EditingEnable SML Editing
Text or Voice InputText or Voice Input
Play PromptsPlay Prompts
The Speech Debugging Console
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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
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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
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Data Analysis Framework
Application
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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
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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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Call Viewer
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Reports
Call Aggregates
Provides total calls aggregated by various time periods
Call Volume Displays call volume across a single span of time, plus providing comparative data on disconnection types, transferred calls, and call duration.
Dialog Overview
For the selected time period, displays data on QA use and QA recognition confidence scores, plus command use.
Errors Displays summary data on call completion, a count of tasks missing TaskStart and TaskComplete events, and occurrence counts for error event types.
Messages Provides counts of messages sent by the SALT LogMessage function, and a breakdown by message name and content.
Prompts Provides counts for bargein and user-perceived latencies, prompt ending status, individual prompt totals, and comparison of text-to-speech versus recorded prompts.
Server Statistics
Provides data on latencies, channel and port usage, and answering time.
Turn Analysis Displays data on QA usage per call, sums and percentages for QA History values, compares speech versus DTMF input, and reports on time spent on pages.
Tasks Reports on task completion, duration and progress, and the count of QAs used for each task.
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© 2003-2004 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.
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