1. Improving Speech Applications with Video August 9 th 2006 David Skibaskiba@avaya.comskiba@avaya.com Multimedia Research Department Avaya Labs Research

2. Expanding the Reach of Speech Applications with Video Observations: –Video support is offered today by many 3G wireless operators –Video “hardphones” are being sold for use with DSL, ADSL, and cable/broadband connections—even 56 Kbit modems! –Video “softphone” capabilities are available for PC’s with broadband internet connectivity

3. Video Services Are Available Today Services Offered Include: –See You / See Me (“CUCme”) Video –Video Conferencing –Downloadable Video Content –Video Mail –Mobile TV

4. Video Phones

5. Using Consumer Video for Business When you call a friend— –You can hear each other –With video, you see each other When you call an Enterprise contact center— –You hear IVR with keypad or speech recognition input –But, what would you see? Our thinking: –Multimedia for more effective self-service systems Less opting out Accomplish more business while in system –Multimedia overlay for more effective agents Shorter call holding times, more upselling, higher customer sat What is your account number?

6. .II [ ■■] 9/17/2015 2:37:29 AM “C-Jet Airline” (recorded) Demo Scenario: –User calls “C-Jet”, an airline –Listens and sees a menu of choices –Chooses to get flight arrival information –Uses speech to select specific flight (1:27 Minutes:Seconds)

7. One-Way Video: The Business Value of Improved Interaction Visual branding Visual guidance for voice IVR –See choices –Confirm selections Show results Flight Info: 1 Reservations: 2 Seat assignment:3 Baggage claims: 4 Flight: 57 Arrival Information Yesterday, today, or tomorrow?

8. One-Way Video: Applications NOT possible with Voice Alone Show Multiple Choices Quickly –Schedule choices –Price choices Show Complex Choices –Seat locations –Maps showing locations Show Possible Experience / View –From a stadium seat –See hotel room –View of street when giving directions -TicketMan – July Schedule 10111213141516 17181920212223 24252627282930

9. Comparing “Voice” vs. “Voice + Visual” Study*: –Users placed two test calls to a self-service system: One voice alone, one with voice plus visual text display. –Users answered questionnaire after test calls to grade system on 1-to-5 scale. QUESTION TO USERVoiceVoice Alone+ Text I was able to complete the required task4.555.0 I found the system intuitive and easy to use4.24.6 The system recovered gracefully from errors3.94.7 The system understood what I said3.94.2 Given a choice of using this system or waiting five minutes for a human operator, I would choose this system3.754.7 * Constraining User Response via Multimodal Dialog Interface, Baker, McKenzie, Biermann, Webelhuth, International Journal of Speech Technology, p 221-228, © 2004

10. Moving Beyond Self-Service— Customer-Agent Calls With 1-Way Video Overlay Issues with see you/see me video –Call centers not built to be seen –Customers don’t want agents to see them –Low business value from just seeing agent talk on a screen Instead, we propose video driven by a business application: “Watch this while I talk to you” –System-selected video content based on transaction in progress –System-generated (e.g. credit balance) –Agent-selected video content— “Let me show you on how to replace your printer cartridge” –In addition to a live video feed of agent… Val Matula Hello, this is help desk agent Val Matula. How may I help you today? I have an HP 5550 inkjet printer. How do I change the ink cartridge? Take a look at your screen. Is this your printer? Yes, that’s the one. Good. Please watch this short clip on changing the cartridge.

11. Voice + Video Application Development Add Video Elements to Voice Development Tools More than just static video file playback Video Elements –Image File –Video Clip –Text Rendering Static Dynamic

12. Voice + Video Application Development Combine Voice and Video Elements Single Element Multiple Elements –Compose Complete Scene –Add dynamic components over static items

13. Moving Business Using Video Video+voice for more effective self-service systems –Less opting out –Accomplish more business while in system –Richer communication during call Video overlay and agent voice for more effective agents –Shorter call holding times –More upselling, –Higher customer satisfaction Video + voice development tools –Integration with existing voice tools –Add video elements to voice prompts

14. David Skibaskiba@avaya.comskiba@avaya.com Multimedia Research Department Avaya Labs Research