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Backup Slides
Omitted Slides IBM Transformation Case Study WVS 5.1 Presentation
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We know your Industry
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AgentAgent
$6ChatChat
$6EmailEmail
$2.40WebWeb
$1.50Voice PortalVoice Portal
$0.60IVRIVR
$0.48
AfterAfter
BeforeBefore
AfterAfter
Relative costs per transactionRelative costs per transaction
Decreasing Per Transaction CostDecreasing Per Transaction Cost
BeforeBefore
Example: Billing Inquiry
90% phone $4,399,200
75% phone
Net savings of $580,800 or 15%Net savings of $580,800 or 15%
Medium Call Center with 800,000 calls
per year 10% IVR 15% web – $3,818,400
Example: Shift 5% of calls from the Agent to the IVR
$720,000,000
Net savings of $37 MillionNet savings of $37 Million
Large Call Center with 120 million
calls per year100% phone
95% phone 5% IVR – $687,000,000
Total Cost
5% IVR 5% web
Source: IBM Business Consulting Services, US Customer Engagement
Speech is Driven by Clear Value Proposition“Self-service transactions can reduce costs up to 90% compared to assisted services.” – Forrester Research, 2004
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Automated Speech RecognitionApplication Classes and their Objectives
OperationalProcess Efficiency
Value-Add andDifferentiation
EmployeeProductivity
Fully automated self-service
Continuous dictation
Call center routing
Automated switchboard
Mobile office Message services
Embeddedcommand & control
Enterprise DeploymentEnterprise Deployment
Service Provider DeploymentService Provider Deployment
Source: Quocirca Ltd.
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Business is Driving Speech Technology Acceptance
In AutomotiveCompetitive Advantage at Honda – “As in-car navigation systems evolve and become more
commonplace in today’s vehicles, our extensive voice-recognition features give Honda and Acura products a distinct competitive advantage.” ….. Tom Elliott, Executive VP, American Honda Motor Co.
Importance of Quality 38% of value of automobile is in software and electronics 32% problems associated with software and electronics Warranty costs today are greater than $3 billion annually Speech technologies can provide early detection and problem prevention
In the Contact CenterAnalyst Agent Service Cost ($) Automated Cost ($)
Giga $5 $0.50
Frost & Sullivan $7 - $9 $0.25 - $0.35
Purdue $4 $0.45
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Web Open Standards Leadership
1998 / 1999Java, XML and ebXML
Co-founder and lead architect for RosettaNet
Author of XML4J Chair OMG XML
Metadata Interch. Format
Co-author W3C Document Object Model
FounderXML.org Elected to Board of
Directors in OASIS
2000Web Services
and UDDI Co-author of
SOAP 1.1 and submission to W3C
Cofounder of UDDI.org and author of original UDDI specification
Co-author of WSDL
IBM contributes SOAP4J to Apache
2001Web Services
and Tools Led submission of
WSDL to the W3C Co-chaired W3
Web Services Workshop
Founder of Eclipse.org
Co-author of W3C XML Schema standard
Chair of Web Services Interactive Applications TC
First integrated private UDDI directory
2002Web Services and Security
Founder and chair, Web Services Interoperability Organization
Co-author of web services bus process specification (BPEL, WS-TX, WS-TC)
Co-author for Web Services Security roadmap and specification
Over 160 business integration technology
patents
2003Web Services and Security
Submission of BPEL to OASIS Co-chair WSBPELTC in OASIS Submission of Common Base
Events to WSDM TC in OASIS Submission of WS-Manageability to
WSDM TC in OASIS Co-authored and published EPAL
specification to WC3 Co-chair WSDM TC in OASIS More than 1,000 developers
devoted to XML and more than 1,500 focused on Linux. Over 200 software products running on Linux
Led workgroup responsible for finalization of SOAP 1.2
First Web Services Gateway
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Improving the Customer ExperienceOnstar
Technology Benefits State-of-the-art voice recognition
accuracy Continuous digit dialing
Technology Benefits State-of-the-art voice recognition
accuracy Continuous digit dialing
Business Benefits Improved customer access to
OnStar safety & security services Improved performance of OnStar
hands-free dialing Ongoing integration of advances
in speech recognition in collaboration with OnStar requirements
Business Benefits Improved customer access to
OnStar safety & security services Improved performance of OnStar
hands-free dialing Ongoing integration of advances
in speech recognition in collaboration with OnStar requirements
Improve user access to OnStar voice-enabled services
ChallengeChallenge
IBM Embedded ViaVoice provides faster, more intuitive, continuous digit dialing and improved voice recognition accuracy
By 2005, IBM Embedded ViaVoice will be integrated into all GM vehicles offering OnStar (approximately 2.2 million cars)
SolutionSolution
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Realizing Cost SavingsParcelforce (UK)
Technology Benefits Use of IBM speech recognition for
alphanumeric parcel codes and postal codes
Technology Benefits Use of IBM speech recognition for
alphanumeric parcel codes and postal codes
Business Benefits Automated service available 24 x 7 Major cost savings due to
increase in automated self service - anticipate $3.5m per year saving on < $2m investment
Business Benefits Automated service available 24 x 7 Major cost savings due to
increase in automated self service - anticipate $3.5m per year saving on < $2m investment
Labor intensive processes for managing customer phone contact on parcel redelivery and tracking
ChallengeChallenge
New customer conversational self-service applications from IBM Business Partner, Fluency, deployed on IBM WebSphere Voice Server
SolutionSolution
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WVS Languages
Language WVS V4.2 - WVR/AIX WVS V5.1.x (MRCP) - Linux
U.S. English Yes Yes
U.K. English Yes Yes
Australian English Yes
Brazilian Portuguese Yes
Canadian French Yes Yes
Dutch Yes
French Yes
German Yes Yes
Italian Yes
Spanish (Mexican and Castilian) Yes
Japanese Yes Yes
Korean Yes
Cantonese Chinese Yes
Simplified Chinese Yes Yes
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WebSphere Voice Self-Service Applications
Financial ServicesSector
CommunicationSector
DistributionSector
Financial MarketsStock price inquiriesStock TradingRequest Financial Reports
BankingPay billsRequest transaction historyBalance inquiryBranch locatorChange personal info, e.g. address
InsuranceQuote inquiriesForm requestsAgent locatorClaims status tracking
UtilitiesAccount managementOutage reportingAppliance repair requestAddress changeConnect/disconnect
TelcoSubscriber voice portals -- request info -- request servicesCall steering to CSRAutomated directory service
RetailCatalog orderRequest catalogRequest business hoursCall steering to store/dept
Travel/TransportationRequest schedulesRequest faresManage loyalty pointsTrack packages
TelcoSubscriber voice portals -- request info -- request servicesCall steering to CSRAutomated directory service
Benefits are Cross Sector
• Reduce “Cost to Serve”
• Improve Quality of Service
• Provide Consistency of Data and business logic acrosschannels
Speech-enabled self-service applications
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Integration into broad Software and Consulting Solutions
…
Clinical Trials Management
Emergency Response
Health Plan Administration
Regulatory Compliance
Next Gen Network Serv.
Regulatory Compliance
Risk & Compliance Mgmt.
Inventory Management
Retail/Aftermarket Quality Insight
Risk & Compliance
Wholesale Pmts
Customer Insight
……………
.
.
.
…
Annotations & Knowledge Sharing
Clinical GenomicsInvestigator Recruitment & Trials Mgmt.
Corporate Info Asset Management
Life Sciences
…Government Collaboration
e-Forms & Records Mgmt.
On Demand Workplace
Government Access
Government
…
Payer Services Portal
Clinical Decision Intelligence
Healthcare Collaborative Network
Patient Centric Portal
Health
…Supply Chain Collaboration
Software Lifecycle Mgmt
Business Perf. Management
Innovation Management
Electronics
…Partner Content EnablerMobile Services
DeliveryContact Center Optimizer
OSS/BSS Optimization
Telecom
…Asset OperationsContact Center
OptimizerMobile Workforce Management
Trading & Settlement
Energy & Utilities
…Brand Management
Consumer Info. Management
Customer Management
Item ManagementConsumer Products
Multi-Channel Management
Item ManagementAdvertising, Mktg & Promotions
Store OperationsRetail / Wholesale
TelematicsRetail/Aftermarket Dealer Collab.
ProductionSystems & SW Engineering
Product Lifecycle Mgmt.
Automotive
…Post Execution Integration
Financial Info Interchange
Trade & Order Management
Front Customer Insight
Financial Markets
…Risk & Compliance Core Systems
TransformationCustomer InsightBranch
TransformationBanking
…Channel Dist. Integration
Policy Administration
UnderwritingClaims Management
Insurance
LOB
IT
Merchandising
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IBM’s Transformation Case Study
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The ibm.com transformation success story is part of IBM’s larger contact center transformation*
IBM 32,000 Contact Center FTEs
235 Global Locations
ibm.com 5,000 Contact Center FTEs
23 Global Locations
3 North American Locations
Sales TechnicalGeneral
Customer Service
ibm.com X X X
Personal Computer Division
X X X
GlobalServices
X X
Customer Support
Org. (CSO)X
Techline X
Software X X X
IBM’s Contact Centers
* Only the North American ibm.com transformation is referenced because of IBM’s policy to not disclose individual division’s operating statistics
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ibm.com transformation story
Face to face sales channel
Branch offices
40+ centers (NA)
2000+ Toll-free numbers (NA)
8AM to 5PM Monday thru Friday
CIO the decision maker
On-site education
System engineers
ibm.com, business partners, face to face
Mobility Centers
3 Contact Centers (NA)
4 Toll-free numbers (NA)
24 X 7
LOB executives and CIO as decision makers
e-learning
e-support and service
14,000 IBM products
Mid 1990’s 2001
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ibm.com transformation approach
Strategy
OperationalProcess
Infrastructure
Develop CRM business strategies, complimentary business and value propositions
Identify, design and implement process and organizational improvements to explicitly deploy CRM strategies
Deploy and integrate the technology to support the new way of doing business
Business model Drivers of change Strategy and planning Business case
Roles and responsibilities Activities Decision and collaborations Sequence and timeline Performance management
Information requirements Infrastructure Packages System integration Programming
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Transformation Vision and Strategy
ibm.com Americas Contact Modelibm.com Services Center Access Model & Customer Contact Strategy
BUSINESS PARTNERS
IBMers
SALES CENTERS
PRODUCT SUPPORT SERVICES
FIELD SALES
MARK ETING
TECH LINE
CUSTOMER SUPPORT OPERATIONS
IBM GLOBAL SERVICES
ENTERPRISE WEB MANAGEMENT
MANUFACTURING
PRINTING SYSTEMS COMPANY
CUSTOMERS
or
CLOSE CALL
ESCALATES TO OTHER
FUNCTIONS
WARM TRANSFER
CALL
CLOSE AT INITIAL
CALL
SERVICES
PRODUCT AND MAINTENANCE INFORMATION
OPPORTUNITY IDENTIFICATION
GENERAL INQUIRIES
SALES SUPPORT
REGISTRATIONS FOR SEMINARS AND CLASSES
WARRANTY INFORMATION
HARDWARE AND SOFTWARE REQUESTS
TELEMARK ETING
MARK ETING CAMPAIGN SUPPORT
DATABASE MANAGEMENT
DIRECTORY DIALER SUPPORT
ELECTRONIC RESPONSE MANAGEMENT
BUSINESS PARTNER SUPPORT
NATIONAL ACCOUNT MANAGEMENT
TELEWEB1-888-SHOPIBM
commerce.www.ibm.com
e-MAILe-CRC
WEBECCO
CUSTOMERSwww.ibm.com
FAX
POSTAL MAIL
TELEPHONE1-800-IBM-4YOU
800# HARDWARESOFTWARE
SPCPARTNERLINE
CRU
OUTBOUNDTELEMARKETING
DISPATCH
ibm.com Vision
A single, integrated IBM in the marketplace
A leading e-business
The premier sales, service, and marketing company in our industry
The highest standard of customer satisfaction and loyalty
World-class performance and reliability
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Transformation benefits
Cost Reduction Revenue Generation
$2.2B savings 1st year (May ‘00 to May ‘01)
22% productivity improvement Shifted non-sales face-to-face
interactions to call center (estimated at 25%)
New employee training time was reduced from 2 weeks to 1.5 days
Customer Satisfaction Employee Satisfaction
Employee turnover went from 13% to 7%
Eliminated time discussing who’s data is right - everyone has same data
Better decision-making based on current data (e.g. proceeding with campaign)
Generates 65 leads per hour - valued at $3.1M
Generates $3.5M revenue per hour (TeleWeb)
29% annual revenue growth
Customer satisfaction targets were met/ exceeded 94% (vs. 90% target)
More stringent satisfaction metric exceeded in 2002 – 55.3% very satisfied (vs. 55% target)
Transformation Benefits
Transformation Benefits
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Conversational BiometricsCustomer Scenarios
November 2004
Ran Zilca
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Scenarios
1. Automated User Authentication and Authorization over the phone2. Call center live agent user authentication and authorization3. Offline fraud detection - banking/finance4. Offline fraud detection – telecom5. Trusted 3rd party voice authentication provider6. Mobile Commerce7. Government / forensic / intelligence8. Password reset9. Secure physical access10.Parolee tracking
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Scenario 1: Automated User Authentication and Authorization over the phone
User calls a VRU self service application, or calls a call center and goes through the automated system first.
Value add of using CB: Faster user authentication of genuine users
Higher detection rate of break-in attempts
Ability to not only authenticate the user (binary decision) but also to determine a authorization level
Self Service / Call
Center
Self Service / Call
Center
Authentication / authorization
CB
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Scenario 2: Call center live agent user authentication and authorization
CB
Call Center AgentSystem or
phone display
Audio
Similarity Scores
Suggested action
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Scenario 3: Offline fraud detection - banking/financeDetecting repeating fraudsters
Voice LoggerCall Center database
Fraud Detection system(rule based, neural, etc.)
Detected fraudulent accounts
SIV Enrollment
Past FraudstersVoiceprints
AudioCall Center / Self Service
SIV Scoring
Fraud alert
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Scenario 4: Offline fraud detection - telecomDetecting repeating fraudsters
Voice LoggerCall Center database
Fraud Detection system(rule based, neural, etc.)
Detected fraudulent accounts
SIV Enrollment
Past FraudstersVoiceprints
Fraud alert
Audio
SIV Scoring
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Scenario 5: Trusted 3rd party voice authentication provider
Trusted 3rd PartySIV
Central VoiceprintRepository
Enterprise Aaudio
Authentication result
Enterprise B Enterprise C
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Scenario 6: Mobile Commerce
User places an order using browser on phone Immediately receives an automated call from the merchant Verifies her/his voice Transaction approved and goes through (Requires simultaneous voice and data session)
Merchant
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Scenario 7: Government Applications
Audio
SIV
Forensic: Wiretapping predetermined suspects and/or comparing voice samples offline
Signal Intelligence: Monitoring large amount of calls continuously to detect calls of particular speakers
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Other Scenarios:
Password/PIN reset: higher level of secure authentication required for forgotten passwords
Secure physical access: government and sensitive locations and/or replace badge access
Parolee tracking: call parolee at random times to validate their presence at home.
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Voice Server 5.1:Enabling the on demand Business of Tomorrow
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Agenda
Speech for on demand Business
WVS and the WebSphere family
Key WVS 5.1 Differentiators Rapid Speech Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-Based Architecture
Summary and Q&A
Summary & QA
KeyDifferentiators
History & WebSphereSpeech & on
Demand
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Taking business to the next level
On demand operating environment
Business flexibility through integration of people, processes and information
within and beyond the enterprise
Business flexibility
IT simplification
IT simplification through automation and virtualization enables access
and creates a consolidated, logical view of resources across a network
• Availability• Security• Optimization• Provisioning• Infrastructure Orchestration• Business Service Management• Resource Virtualization of
Servers, Storage, Distributed Systems/Grid and the Network
Integration
Infrastructure management
Requires on demand operating environment
Open standards are table stakes for an on demand operating environment
Speech technology
• Business Modeling • Process Transformation• Application and Information Integration• Access• Collaboration• Business Process Management
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What is Voice Server 5.1?
A WebSphere-based implementation
of the industry standard MRCP
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The New WVS 5.1 Message
WVS Enhances IBM’s speech solutions by providing:
Administrative ease of use Standards-based architecture for speech WebSphere quality Improved integration and flexibility for existing customer
environments Integration with other IVR platforms to better integrate into existing
customer environments
Promoting: WebSphere Application Server as the focus of IBM’s speech
architectures WebSphere as the preferred application development and
deployment environment for voice A single infrastructure for voice and data applications
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Why is WVS 5.1 important?
Provides IBM’s strength in complex systems management to speech technology
Brings a new focus to the sales message that niche competitors ignore or minimize
Integrates speech technology into the IBM on demand strategy
Integrates Speech resources into the IT infrastructure
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Where does WVS 5.1 fit in a total speech solution?
Speech Solution = hardware + software + services
Services drag product (esp. SUI design process and expertise)
WVS 5.1 offers capabilities that positively impact 2 phases in a speech project:
Development – Voice Toolkit speeds development time, lowers costs of services
Deployment – advanced WVS 5.1 administrative abilities keeps apps running, reduces system down time, and prevents customer dissatisfaction
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Key Voice Server 5.1 Dates
Sept. 7th, 2004, Product Announcement US, UK, Simplified Chinese and Japanese languages Intel Linux offering available on SuSE SLES 8.0 and RedHat Enterprise Linux 3.0
Sept. 13-16th, Demos/Splash at SpeechTEK with Steve Mills as a Keynote speaker
November 5th, 2004, electronic General Availability
December 3rd, 2004, General Availability
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Agenda
Speech for on demand Business
WVS and the WebSphere family
Key WVS 5.1 DifferentiatorsRapid Speech Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-Based Architecture
Summary and Q&A
Summary & QA
KeyDifferentiators
History & WebSphereSpeech & on
Demand
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Past Speech Technology: WVR & WVS
WVR WVS
Proprietary InterfacesNot Integrated to WebSphere
Lack of flexibility and robustness
ASR TTSVXML
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WebSphere Voice Server 5.1
CCXML
IVR
ASR
VXML
TTS
WebSphere (WAS) foundation
MRCP standard speech interface
MRCP
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WVS 5.1 is Strategic for IBM
WebSphere is the preferred application development and deployment environment for voice apps
Common application and business logic for visual and voice applications
• WAS, J2EE, WMQ, WBI, DB2 Common development tools & skills
• Eclipse, WSAD, Rational Markup based on W3C Standards
• XML, xHTML, VoiceXML, CCXML Separate presentation logic for visual & voice channels
• WebSphere Portal, WVAA, WEA Value migrates to the application server and tooling
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Benefits for IBM Customers
Fully Integrated WebSphere Solution across all 3 tiers
End to End systems management via WebSphere
Integrated deployment across all elements
Single Tooling Solution
Open Interfaces and Standards
Performance Monitoring (via Tivoli Performance Viewer in WAS)
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Agenda
Speech for on demand Business
WVS and the WebSphere family
Key WVS 5.1 Differentiators Rapid Speech Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-Based Architecture
Summary and Q&A
Summary &QA
KeyDifferentiators
History & WebSphereSpeech & on
Demand
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Key WVS 5.1 Differentiators
Rapid, High Quality Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-based Architecture for Speech
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Agenda
Speech for on demand Business
WVS and the WebSphere family
Key WVS 5.1 Differentiators Rapid Speech Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-Based Architecture
Summary and Q&A
Summary & QA
Key Differentiators
History & WebSphereSpeech & on
Demand
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Rapid, High-Quality Application Development
Application development consists of: Creating speech user interface and grammars
Coding
Recording audio files (voice talent) and preparing for maximum quality and timing
Important to IBM customers because speech projects are: Expensive
Time consuming
Complex
Requires deep skills in several areas
Directly impacts customer satisfaction, loyalty, and revenue (ROI)
WVS 5.1 supports application development through the Voice Toolkit and enhancements to ASR and TTS
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Voice Toolkit 5.1 – Speech App Development
Voice Toolkit 5.0.2 Content Existing development environment for WVAA 5.0, WVS 4.2, and WVR 4.2
Pre-req of Portal Toolkit for Voice Portlet functionality
Fixes made for 5.0.2 Translation Release MRCP Grammar Test Tool
Remote connection to WVS 5.1 MRCP server for loading and testing grammars
Same functionality as previous grammar test tool for Enumeration, Testing with Text, etc. (no microphone testing;uses audio files instead)
Additional functionality for bulk audio file testing, showing semantic interpretation results, n-best matches, and confidence scores
Lexicon Editor with Pronunciation Migration XML-based editor for TTS and Recognition pronunciation files
Automated migration functions for pool files and exception dictionaries Support for WebSphere Studio 5.1.2
Site Developer (WSSD), Application Developer (WSAD), Enterprise Developer (WSED), WAS-Express
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Voice Toolkit 5.1 - Drag and Drop SUI
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Voice Toolkit 5.1 – Vendor Interoperability
Editors (VoiceXML, SRGS-XML, CCXML) Standards based
Customizable DTD
Call Flow Builder (Code Generation and Prototyping) Standard VoiceXML 2.0 output
Extensible Code Generator (future: RDCs)
Call Simulator and VoiceXML Debugger (Browser execution) “Run as…” extensibility for other Launch Configurations
Debugger API definition
Speech Technology (TTS and Recognition) Extensible engine interface classes (MRCP being staged in)
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Agenda
Speech for on demand Business
WVS and the WebSphere family
Key WVS 5.1 Differentiators Rapid Speech Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-Based Architecture
Summary and Q&A
Summary & QA
Key Differentiators
History & WebSphereSpeech & on
Demand
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Administrative Ease of Use
Speech is typically used for customer self-service
Applications unavailable = loss of customer = loss of revenue
Administration of complex systems includes: Installation/configuration
Monitoring
Problem determination
Troubleshooting
WVS was designed with system administration in mind
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Why is Ease of Use important?
Minimal time and skill required to get speech system up and running (installation, configuration)
Administrators need to quickly identify and resolve system problems
Decreases down time if system or application problem occurs
Prevents end user from encountering unavailable or atypical self-service interaction
Prevents “shopping” by end user – improves customer satisfaction and loyalty
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Rapid Problem Determination
Quickly target and resolve problems using the WVS Administrative Console
WebSphere centralized repository for log and trace messages
Tivoli Performance Viewer for real-time analysis and system monitoring
Dynamic trace enablement and use of Log Analyzer tool
One step gathering of critical support information using WebSphere Collector Tool
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“At a glance” System Monitoring
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Detailed System Monitoring
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Agenda
Speech for on demand Business
WVS and the WebSphere family
Key WVS 5.1 DifferentiatorsRapid Speech Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-Based Architecture
Summary and Q&A
Summary & QA
Key Differentiators
History & WebSphereSpeech & on
Demand
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On Demand Speech Technology
“On Demand” speech technology is crucial in today’s fast pace business environment
Lack of system availability = loss of end user (customer) = loss of revenue
WVS provides capabilities for continuous access to speech applications (self-service)
WebSphere Network Dispatcher is primary means of delivering on demand
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Why is this important?
WebSphere Network Dispatcher provides:
Provides scalability by dynamically adding/removing WVS servers without interrupting operations
High availability that eliminates single server point of failure, providing continuous service
Obtain hardware optimization by providing load balancing among WVS servers using weights
Ease of integration by seamlessly adding Network Dispatcher to your network and utilizing TCP/IP
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Agenda
Speech for on demand Business
WVS and the WebSphere family
Key WVS 5.1 Differentiators Rapid Speech Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-Based Architecture
Summary and Q&A
Summary & QA
Key Differentiators
History & WebSphereSpeech & on
Demand
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Standards-Based Architecture
Standards provide flexibility in creating speech architectures for IBM customers
Allow greater reuse of existing infrastructure, lower costs of speech projects
WVS 5.1 Standards Supported: MRCP Version 1 Draft 4
Speech Recognition Grammar Specification (SRGS) 1.0
Semantic Interpretation Speech Recognition (SISR) 1.0
Speech Synthesis Markup Language (SSML) 1.0
Natural Language Semantics Markup Language (NLSML) for the Speech Interface Framework, Draft, 30 May 2001.
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ASR Enhancements
Supports US, UK, Simplified Chinese and Japanese languages.
Improved performance in noisy environments reducing false barge-ins.
Lexicon support to provide high quality additional pronunciations
These enhancements provide robust recognition for 4 major languages
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TTS Enhancements
Supporting: Speech Synthesis Markup Language (SSML) 1.0 SSML lexicons Persistent lexicons SSML embedded audio <voice-name> attribute
Advanced TTS male and female voices for: U.S. English (one male voice, two female voices) U.K. English (one male voice, one female voice) Japanese (one male voice, one female voice) Simplified Chinese (one female voice)
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Agenda
Speech for on demand Business
WVS and the WebSphere family
Key WVS 5.1 Differentiators Rapid Speech Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-Based Architecture
Summary and Q&A
Summary & QA
Key Differentiators
History & WebSphereSpeech & on
Demand