Interfaces de Voz avanzadas con VoiceXML - Iván Sixto | VoIP2DAY 2015

1. Interfaces de voz avanzadas con VoiceXML

3. © 2015 Interactive Powers | www.ivrpowers.com Self driving cars … Self voice services DTMF keypad Speaker Automatic Speech Recognition ASR Micro Text-to-Speech TTS or Wav Autopilot for Interactive Voice Response CAR IVR SIP / VoIP or TDM

4. © 2015 Interactive Powers | www.ivrpowers.com What is IVR? In telephony, Interactive Voice Response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems scale well to handle large call volumes.

7. © 2015 Interactive Powers | www.ivrpowers.com What is VoiceXML? VoiceXML is a language for creating voice-user interfaces, particularly for the telephone. It uses speech recognition (ASR) and touchtone (DTMF keypad) for input, and pre-recorded audio and text-to-speech synthesis (TTS) for output. It is based on the Worldwide Web Consortium’s (W3C’s) Extensible Markup Language (XML), and leverages the web paradigm for application development and deployment. By having a common language, application developers, platform vendors, and tool providers all can beneﬁt from code portability and reuse.

8. © 2015 Interactive Powers | www.ivrpowers.com VoiceXML: History 201520101998 1999 2000 2001 2002 2006 VoiceXML 2.1 VoiceXML 3.0 draft VoiceXML 1.0 VoiceXML 2.0 Natural Language Under. NLU Motorola VoxML IBM SpeechML Lucent Teleportal W3C VoiceXML 0.9 AT&T Labs (Meta-languages)

9. © 2015 Interactive Powers | www.ivrpowers.com W3C VoiceXML Open Standard • W3C VoiceXML 2.0 Recommendation March 2004 • W3C VoiceXML 2.1 (Recommendation) Recommendation June 2007 • W3C VoiceXML 3.0 (Draft) Early Stage of development January 2006

11. © 2015 Interactive Powers | www.ivrpowers.com HTML versus VXML HTML VXML Mouse + Display Phone + Keypad HTML layout VXML layout images, video ﬁles audio, grammar ﬁles Text Text (TTS) Scripts Scripts HTTP / HTTPS HTTP / HTTPS RTP - SOAP - WSDL RTP - SOAP - WSDL - SIP

12. © 2015 Interactive Powers | www.ivrpowers.com PBX versus IVR Features PBX IVR Connect Phones / Extensions Phones / Applications Call Routing Person-to-Person Person-to-Machine Conﬁguration Static (Dialplan) Dynamic (VoiceXML) Interaction DTMF DTMF | TTS | ASR | NLU | SIV

13. © 2015 Interactive Powers | www.ivrpowers.com 3 Niveles de dialogo: IVR … NLU Key Tones (DTMF) Direct Dialog (ASR/TTS) Natural Language Understanding (NLU) Dialogo determinista: “Ventas, Comercial, Soporte…” Teclas del teléfono: “0…9 # *” Dialogo indeterminista: “Quiero contactar con un comercial” 1 2 3

14. © 2015 Interactive Powers | www.ivrpowers.com Diagrama IVR… extendido NLU IVR TTS ASR MRCP HTTP MRCP API HTTP VoiceXML + GRXML + BNF Voice Browser Business Applications VOIP | TDM HTTP | API VXML Speech Servers HTTPS Phone SIP / TDM PBX Natural Language Understanding Voice Biometrics Telephony Private Branch Exchange IVR+ SIV

15. © 2015 Interactive Powers | www.ivrpowers.com Hello World! <?xml version="1.0"?> <vxml version = "2.0" xmlns="http://www.w3.org/2001/vxml" xml:lang="en-US"> <form> <block>Hello world!</block> </form> </vxml> <?xml version="1.0"?> <vxml version="2.0" xmlns="http://www.w3.org/2001/vxml"> <form> <block> <prompt> <audio src="helloworld.wav"/> </prompt> </block> </form> </vxml>

16. © 2015 Interactive Powers | www.ivrpowers.com Menu DTMF <?xml version="1.0"?> <vxml version = "2.1"> <menu> <prompt> Hello. Choose among the following option: <enumerate> <value expr=“_dtmf”/> for <value expr=“_prompt”/> </prompt> <choice dtmf=“1” next=page1.vxml> Hotel </choice> <choice dtmf=“2” next=page2.vxml> Wheather </choice> <choice dtmf=“3” next=page3.vxml> News </choice> </menu>

17. © 2015 Interactive Powers | www.ivrpowers.com Reconocimiento de voz (ASR) <?xml version=“1.0" encoding=“ISO-8859-1”?> <vxml version = “2.0" lang=“en”> <form> <field name=“city”> <prompt>Where to you want to travel to?</prompt> <option>New York</option> <option>Paris</option> <option>Berlin</option> <option>Madrid</option> <option>London</option> </field> <field name=“travellers” type=“number”> <prompt>How many are traveling to <value expr=“city”/>? </prompt> </field> <block> <submit next=“http://localhost/handler” namelist=“city travelers”/> </block> </form> </vxml>

18. © 2015 Interactive Powers | www.ivrpowers.com Ventajas de VoiceXML • VoiceXML es un estándar abierto para los sistemas IVR • Lenguaje basado en el paradigma XML / HTTP • Inclusión de gramáticas de diálogo compiladas o dinámicas GRXML, ABNF,… • Integración y gestión de los motores del habla TTS / ASR • Compatible con todos lenguajes de programación web PHP / JSP / ASP /... • Acceso universal a bases de datos y sistemas externos (también para NLU) • Permite una gestión de los eventos en tiempo real

20. Sales Contact: Ivan Sixto ivan.sixto@ivrpowers.com +34 699435965

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