Listening to Demand for Voice Command in Virtual Communities Dawn Marie Yankeelov ASPectx www.aspectx.com [email_address] ...
What We Will Cover <ul><li>The Landscape in Enterprise VCs </li></ul><ul><li>Factors of Mobility </li></ul><ul><li>Value S...
The Landscape of   Enterprise VCs <ul><li>Corporate portals have tremendous need for customer relationship management  </l...
CRM “Hot Spots” Source: The Yankee Group, Wireless CRM, 2000. “ The U.S. mobile and remote-worker population will grow 41%...
CRM Ramping Up Estimate of Corporate Applications Designed for PCs and Internet Devices. Source: Morgan Stanley Dean Witte...
Factors of Mobility: Growing Demand For Voice Web <ul><li>The telephone will become the ultimate access device to the Inte...
Voice Web:  Confluence of Trends <ul><li>Maturing of Telephone Speech Recognition (and text-to-speech synthesis) </li></ul...
Voice Portal Response is Read Back User Speaks Command Speech Recognition Text-to-Speech/ Audio Files/ Concatenated Speech...
A Turn to Voice Portals  <ul><ul><li>More than 128 million voice portal users  by the end of 2005, creating  a $12.3 billi...
Appriss:  Began With Victim Notification <ul><li>Travel </li></ul><ul><li>Flight Information Line Flight Notification Serv...
Support Players Approximately 55 serious contenders in voice integration and development to date
Significant Investments <ul><li>Talk2 received early investment by Hewlett-Packard and later Oracle, now up to $52 million...
BeVocal’s Total Voice Portal <ul><li>Business Finder—search engine for locating over one million U.S. businesses  </li></u...
BeVocal and iBasis Expand VoiceXML in Europe <ul><li>Application Developers in U.K. first access last month to BeVocal Caf...
Enterprise Players <ul><li>Office Depot’s automated audio portal-weather and shopper help from NetByTel </li></ul><ul><ul>...
OnStar
OnStar Features & Functions <ul><li>Onstar MED-Net—physician info </li></ul><ul><li>Accident/Assist—guidance after an acci...
OnStar Reaches One Million <ul><li>Launched in 1996, subsidiary of General Motors </li></ul><ul><ul><li>Partnerships with ...
OnStar US Competitors <ul><li>Mercedes-Benz S Class uses the COMAND system </li></ul><ul><li>Nissan/Infiniti has the Commu...
29 Million Subscribers <ul><li>Aug. 31, 2000 acquired by AOL </li></ul><ul><li>Quack.com founded in 1998  </li></ul><ul><l...
The Move to “Read Me Anything”   <ul><li>InternetSpeech—San Jose, CA </li></ul><ul><ul><li>Provides Users Access to Any We...
 
Usage Forecast Total Speech Users Speech Portal Users Speech Portal Shoppers in millions 2000 2001 2002 2003 2004 2005 16 ...
Current Value Proposition <ul><li>Safety --makes a wireless device safer to use in a vehicle providing a hands-free option...
Increasing Value Proposition
Benefits <ul><li>Reduce Costs--reduces reliance on live operators </li></ul><ul><li>Drive Revenue—voice applications can p...
VoiceXML 1.0 <ul><li>Translates any XML-tagged web content into a format that speech-recognition software can deliver by p...
Building Your Own App CT Labs Commissioned by CommWeb, a CMP Publication, to test VoiceXML Development Kits—2001Results
Specialized Apps:  Vocent Unveils Password Manager <ul><li>Automates password reset headache </li></ul><ul><ul><li>Include...
Final Frontiers $3.80 $1.60 $2.80 $1.90 $1.00 $1.20 Speech Portal Revenue Analysis (2005) *in billions of dollars Source: ...
Obstacles to Voice Portals <ul><li>Need for significant marketing investments </li></ul><ul><li>Difficulty that people hav...
The Future <ul><li>2-3 years: “natural language understanding” systems will be able to deal with wider range of commands <...
ASPectx Newsletter <ul><li>[email_address] </li></ul>
Upcoming SlideShare
Loading in …5
×

Voice Command

806 views

Published on

Published in: Business, Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
806
On SlideShare
0
From Embeds
0
Number of Embeds
6
Actions
Shares
0
Downloads
20
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Voice Command

  1. 1. Listening to Demand for Voice Command in Virtual Communities Dawn Marie Yankeelov ASPectx www.aspectx.com [email_address] 6-21-01
  2. 2. What We Will Cover <ul><li>The Landscape in Enterprise VCs </li></ul><ul><li>Factors of Mobility </li></ul><ul><li>Value Seen in Voice Portals & Vcommerce </li></ul><ul><li>Trends Toward Speech Recognition </li></ul><ul><li>The Players </li></ul><ul><li>Corporate Clients of V-ASPs </li></ul><ul><li>VoiceXML </li></ul><ul><li>Wrapup: The Future </li></ul>
  3. 3. The Landscape of Enterprise VCs <ul><li>Corporate portals have tremendous need for customer relationship management </li></ul><ul><li>Back-end database driven sites proliferate </li></ul><ul><li>Sales Force Automation and Marketing Automation techniques at play </li></ul><ul><li>Realization that multi-communication paths creates loyalty </li></ul><ul><li>Infotainment incredibly important—keeping the fun factor for clients and consumers </li></ul>
  4. 4. CRM “Hot Spots” Source: The Yankee Group, Wireless CRM, 2000. “ The U.S. mobile and remote-worker population will grow 41% from 39 million in 2000 to 55 million in 2004. Field sales professionals comprise the largest percentage of this remote-worker population.”
  5. 5. CRM Ramping Up Estimate of Corporate Applications Designed for PCs and Internet Devices. Source: Morgan Stanley Dean Witter Equity Research. IDC, and Yankee Group, 2000 studies. “ Fast ramp” window
  6. 6. Factors of Mobility: Growing Demand For Voice Web <ul><li>The telephone will become the ultimate access device to the Internet (Now: 1.5 billion phones and more than 450 million mobile users) </li></ul><ul><li>According to Nomura Research, there will be more mobile phones connected to the Internet than personal computers by 2002 </li></ul><ul><li>Microsoft Believes—Announcement of a Phone in Every Computer with Windows XP </li></ul>
  7. 7. Voice Web: Confluence of Trends <ul><li>Maturing of Telephone Speech Recognition (and text-to-speech synthesis) </li></ul><ul><li>Drop in telephony costs and changes in billing practices (Internet access=phone) </li></ul><ul><li>Availability of Internet databases; support for telephone applications </li></ul><ul><li>Acceptance of over-the-phone and over-the-internet purchasing </li></ul>
  8. 8. Voice Portal Response is Read Back User Speaks Command Speech Recognition Text-to-Speech/ Audio Files/ Concatenated Speech Browser/Interface <ul><li>User’s voice input translated into HTTP request </li></ul><ul><li>Information retrieval translated into an audio output </li></ul>Information requested is retrieved Internet (WWW) External Databases
  9. 9. A Turn to Voice Portals <ul><ul><li>More than 128 million voice portal users by the end of 2005, creating a $12.3 billion industry —Kelsey Group </li></ul></ul><ul><ul><li>Revenues sources will include: advertising, fee-per-call, reselling customer information, and m-commerce. </li></ul></ul><ul><ul><li>M-commerce migrating to V-commerce will represent $520 million by 2005 --In-Stat Group. </li></ul></ul><ul><ul><li>Audience largely male: 24 to 44; except for shopping services </li></ul></ul>
  10. 10. Appriss: Began With Victim Notification <ul><li>Travel </li></ul><ul><li>Flight Information Line Flight Notification Service </li></ul><ul><li>Government </li></ul><ul><li>Federal Claims Office Call2Court </li></ul><ul><li>Human Resources </li></ul><ul><li>NextJobNow School Attendance </li></ul><ul><li>Logistics </li></ul><ul><li>Healthcare Information Service Customer Service Notification Automated Pizza Ordering   </li></ul>
  11. 11. Support Players Approximately 55 serious contenders in voice integration and development to date
  12. 12. Significant Investments <ul><li>Talk2 received early investment by Hewlett-Packard and later Oracle, now up to $52 million in VC funds </li></ul><ul><li>AT&T announced first investment by a major carrier in May 2000 with $60 million equity investment in TellMe. </li></ul><ul><li>NetByTel, the first company to extend voice commerce technology to Web sites, received $18.1 million in round-two funding from top-tier new and returning investors in May 2001. The round brings NetByTel’s total funding to $25 million. </li></ul>
  13. 13. BeVocal’s Total Voice Portal <ul><li>Business Finder—search engine for locating over one million U.S. businesses </li></ul><ul><li>Driving Directions—11 million streets in the U.S. </li></ul><ul><li>Flight Information—up-to-the-minute flight information on international and domestic flights </li></ul><ul><li>Traffic Updates—65 largest metro areas </li></ul><ul><li>Weather </li></ul><ul><li>Sports—up-to-the-minute scores and highlights </li></ul><ul><li>Stocks </li></ul><ul><li>Infotainment—soap operas, lottery numbers, television dramas </li></ul>
  14. 14. BeVocal and iBasis Expand VoiceXML in Europe <ul><li>Application Developers in U.K. first access last month to BeVocal Café tools on the iBasis Global VoIP Network </li></ul><ul><li>Free VoiceXML events and connection back to BeVocal in Sunnyvale,CA where apps are hosted </li></ul><ul><li>Registered developers in 30 countries </li></ul>
  15. 15. Enterprise Players <ul><li>Office Depot’s automated audio portal-weather and shopper help from NetByTel </li></ul><ul><ul><li>7 voice modules for CRM since Aug. 2000 </li></ul></ul><ul><li>American Airlines’ flight times and flight notifications </li></ul><ul><li>Giorgio Armani and Macy’s Audio Tip button on holiday specials since Feb. 2001 </li></ul><ul><li>Schwabwelcome.com—tour of investment bank website via CEO Charles Schwab </li></ul><ul><ul><li>Up since Dec. 2000 getting 100,000 calls per day using voice recognition </li></ul></ul>
  16. 16. OnStar
  17. 17. OnStar Features & Functions <ul><li>Onstar MED-Net—physician info </li></ul><ul><li>Accident/Assist—guidance after an accident </li></ul><ul><li>Emergency Services—GPS tracking to emergency services </li></ul><ul><li>Remote Diagnostics—status of the car engine </li></ul><ul><li>Airbag Deployment Notification—Onstar checks on occupants </li></ul><ul><li>Stolen Vehicle Tracking—GPS tracking </li></ul><ul><li>Roadside Assistance—GM service provider to location </li></ul><ul><li>Remote Door Unlock—Unlock car at a specific time </li></ul><ul><li>Concierge Services—Vacation planning, travel bookings </li></ul><ul><li>Routing—Voice-Routing Navigation </li></ul><ul><li>Information—Locations of hotels, restaurants, Wall Street Journal news read etc. </li></ul>
  18. 18. OnStar Reaches One Million <ul><li>Launched in 1996, subsidiary of General Motors </li></ul><ul><ul><li>Partnerships with Bell Atlantic, Verizon Wireless </li></ul></ul><ul><li>Available on 32 of GM’s 54 models plus Lexus LS430 and Acura RL in U.S. </li></ul><ul><li>Also Available since July 2000 in Germany under OnStar-Opel </li></ul><ul><li>Monthly cost for 2001 Saab quoted at $34.95; first 12 months in sales price in U.S. </li></ul><ul><li>Not available for many makes and models </li></ul>
  19. 19. OnStar US Competitors <ul><li>Mercedes-Benz S Class uses the COMAND system </li></ul><ul><li>Nissan/Infiniti has the Communicator system </li></ul><ul><li>Jaguar has the ASSIST system </li></ul><ul><li>Ford/Lincoln has RESCU </li></ul><ul><ul><li>Active safety and warning controls in next generation and emergency-messaging coming </li></ul></ul>
  20. 20. 29 Million Subscribers <ul><li>Aug. 31, 2000 acquired by AOL </li></ul><ul><li>Quack.com founded in 1998 </li></ul><ul><li>Oct. 25, 2000--AOLByPhone </li></ul>
  21. 21. The Move to “Read Me Anything” <ul><li>InternetSpeech—San Jose, CA </li></ul><ul><ul><li>Provides Users Access to Any Web Page, all by phone </li></ul></ul><ul><ul><li>Service cost: $19.95/mth with six hours a month </li></ul></ul><ul><ul><li>Plays well in international markets—Japan </li></ul></ul><ul><ul><li>June 2001: has entered into a revenue-sharing pact with NeTrue Communications, Inc., (NTU.U:CDNX), a leading provider of IP-based communications solutions for licensing technology to ISPs and enterprises throughout China . </li></ul></ul>
  22. 23. Usage Forecast Total Speech Users Speech Portal Users Speech Portal Shoppers in millions 2000 2001 2002 2003 2004 2005 16 22 32 48 96 128 45 18 28 12 18 8 2 5 11 3 1 0 Speech Portals: North American Usage Forecast Source: The Kelsey Group (2000)
  23. 24. Current Value Proposition <ul><li>Safety --makes a wireless device safer to use in a vehicle providing a hands-free option </li></ul><ul><li>Communications Mgmt. --via dialing by name, access voice messages, screen calls, deliver reminders, reservations, flight status, connection to proper customer service; bank acct. information </li></ul><ul><li>Real-Time General Information —General News, Stock Quotes, Traffic Conditions, and Locations </li></ul><ul><li>V-Commerce —Shop and transact </li></ul><ul><li>Entertainment —Choose audio channels </li></ul>
  24. 25. Increasing Value Proposition
  25. 26. Benefits <ul><li>Reduce Costs--reduces reliance on live operators </li></ul><ul><li>Drive Revenue—voice applications can provide self-service 24/7 with outbound notifications </li></ul><ul><li>Enhance Customer Service </li></ul><ul><li>Leverage existing Internet infrastructure to deliver applications over multiple devices </li></ul>
  26. 27. VoiceXML 1.0 <ul><li>Translates any XML-tagged web content into a format that speech-recognition software can deliver by phone </li></ul><ul><li>VoiceXML Forum founded by AT&T, IBM, Lucent Technologies and Motorola (now 300 companies) </li></ul><ul><li>Recent advances in speech allows for accents and dialects in as many as 20 languages around the world </li></ul><ul><li>Developers using products like TellMe Studio, IBM WebSphere Studio 3.5, and WebSphere Voice Server SDK </li></ul><ul><li>Vendor Specific Grammar Critical </li></ul>
  27. 28. Building Your Own App CT Labs Commissioned by CommWeb, a CMP Publication, to test VoiceXML Development Kits—2001Results
  28. 29. Specialized Apps: Vocent Unveils Password Manager <ul><li>Automates password reset headache </li></ul><ul><ul><li>Includes speech recognition verification </li></ul></ul><ul><ul><ul><li>ROI in 3 to 6 months </li></ul></ul></ul><ul><ul><ul><li>Deployable in less than 3 days </li></ul></ul></ul><ul><ul><li>Garter Group reports 30% of all calls to corporate help desks are for passwords </li></ul></ul><ul><ul><ul><li>Cost: $20 per call for having a human answer </li></ul></ul></ul>
  29. 30. Final Frontiers $3.80 $1.60 $2.80 $1.90 $1.00 $1.20 Speech Portal Revenue Analysis (2005) *in billions of dollars Source: The Kelsey Group (2000)
  30. 31. Obstacles to Voice Portals <ul><li>Need for significant marketing investments </li></ul><ul><li>Difficulty that people have in retaining audio delivered information </li></ul><ul><li>Clunky menu navigation by voice </li></ul><ul><li>Need for more business applications </li></ul>
  31. 32. The Future <ul><li>2-3 years: “natural language understanding” systems will be able to deal with wider range of commands </li></ul><ul><ul><li>Responses like, “o.k., yep, right, affirmative” </li></ul></ul><ul><li>5-7 years: Systems capable of conversational dialogue will be able to extrapolate context and meaning to respond </li></ul>
  32. 33. ASPectx Newsletter <ul><li>[email_address] </li></ul>

×