1 - LumenVox

More documents

Recommendations

Info

Our Partners Include... Keeping People Connected LumenVox and SandCherry Speech Enable 2-way Radio Networks SandCherry's Voice4 Radio Message System (RMS) dramatically improves workgroup efficiency for teams with 2-way radio, phone, and Web users by providing easy-to-use voice and data messaging. The ability to offer messaging to 2-way radios⎯one of the most widely used tools for mobile work forces⎯adds an entirely new dimension to workgroup communications. Leaving messages for radio users when they are unavailable, and providing access to the same system for phone and Web users to leave and retrieve messages, provides the critical bridge between what had been independent communications networks. The system also offers phone users a patch capability to connect to the radio network for real-time communication with radio users. Voice4 RMS equips a workgroup to improve its efficiency and performance using tools and processes already in place, without relying on a dispatcher. Using LumenVox's Speech Engine, SandCherry's Voice4 RMS provides an unparalleled level of voice-driven functionality for mobile workgroups. Voice4 RMS is easy to install and use, and provides a cost-effective, robust communications solution. Making Travel Easier Los Angeles World Airports (LAWA) using LumenVox Engine and enGenic technology to speech-enable travel information Los Angeles World Airports, including Los Angeles International Airport (LAX), has implemented the first fully speech enabled voice response system for a major airport network. In compliance with Homeland Security regulations, LAWA helps callers access the most up-to-date flight information directly from the airport hotline, rather than calling individual airline carriers. Now callers can check the status of their flights, get information about parking, ground transportation, services for people with disabilities, inquire about lost and found items, contact administrative offices, and get directions to the airport⎯all through an automated speech system. The hotline was created using enGenic's development and engineering tools, and LumenVox's Speech Engine. Jim Coulter, CEO of enGenic, states, "LumenVox provides us with fast and accurate recognition of speech grammars, in an ever-changing world environment. Callers around the world, with different accents, can use simple English commands to obtain information from all four airports, over 185 airlines, 40 different taxi and limousine services, and 20 different airport departments." The new system will enable us to continue our rapid growth and at the same time improve the efficiency of our ordering system without adding additional staff. Mike Gilson Vice President of ATA Retail Services Helping Doctors Treat Patients LumenVox Speech Engine Used in Innovative Patient Follow-up System The University of Ottawa Heart Institute in Ottawa, Canada has implemented an innovative automated patient follow-up system developed by LumenVox partner TelASK Technologies Inc. (www.TelASK.com). The TelASK System incorporates the LumenVox Speech Engine, allowing the Ottawa Heart Institute to closely monitor the progress and recovery of surgical patients by placing an automated call to their homes on day three, and again on day ten, after the patients have been discharged. The speech enabled outbound dialing system automatically phones the patient and delivers a pre-set list of questions. Each question is a strong indicator of the patient's progress. Using a specially designed algorithm, patients' answers are grouped as either requiring an immediate call back, contact within a day, or progressing normally. In the event of a response that may indicate a problem, the system will hold callers on the line and connect them to an Advance Practice Nurse at the Heart Institute for immediate attention. The University of Ottawa Heart Institute will also use this system to monitor patients with Acute Coronary Syndrome, and patients participating in their Smoking Cessation programs. 38 39
Types of Speech Recognition Speech recognition is used in a wide range of applications, from automated commercial phone systems to enhancing personal productivity. This technology appeals to anyone who needs or wants a hands-free approach to computing tasks. There are two main types of speaker models: speaker independent and speaker dependent. Speaker independent models recognize the speech patterns of a large group of people. Speaker dependent models recognize speech patterns from only one person. Both models use mathematical and statistical formulas to yield the best word match for speech. A third variation of speaker models is now emerging, called speaker adaptive. Speaker adaptive systems usually begin with a speaker independent model and adjust these models more closely to each individual during a brief training period. Leveraging the Power of Speech Although many companies' first instincts are to simply speech enable their existing DTMF applications, doing so does not leverage the power and strengths of speech: speech enabling a DTMF application will not make the system smoother, faster or easier-to-use. The combination speech/DTMF system lengthens already complex menus, by adding the "press or say" routine⎯"For Checking, press or say 'one,'" or even worse, "For Checking, press one or say 'checking'." The typical combination speech/DTMF system requires the caller to remember too much, putting undue burdens on the caller. Migrating a DTMF application and its prompt design does not fully utilize the conversational aspect of speech. For speech applications to perform well, the call flow and dialog design is crucial. Designers must study the user patterns of the existing system, so they can redesign prompts, menus, and change the steps of the call flow to make the experience faster and more pleasant for callers. Well-designed speech applications offer many advantages over the combination speech/DTMF systems. By using a speech enabled system, our merchandisers realize significant time savings through 24-hour-a-day telephone access to information, from delivery status to new delivery days and product opportunities. Mike Gilson Vice President of ATA Retail Services Speech is: More Human With speech, prompts are phrased as easy questions, and callers can answer simply and naturally⎯with their voices. Speech systems provide a more natural interface than touch tone menus. Smooth and Fast Good speech call flow designs permit callers to get what they need faster, without having to wade through cumbersome filter menus. Easy-to-Use Navigation is much simpler, and callers can use the application with the interface mechanisms they are most familiar with: their voices. More Personal Speech applications give the impression of the ideal employee: attentive, empathic, alert, and consistently agreeable, rather than an impersonal string of numbers and tones. When to Use DTMF Sometimes, DTMF is appropriate: as an errorhandling backup, or in special, security-sensitive interactions, such as pin code or credit card entry. In terms of customer satisfaction for most calls, speech applications outperform DTMF. Rather than speech-enabling an existing DTMF system, design your application with a conversation in mind⎯and learn to leverage the power of speech. 40 41
Page 1 and 2: Table of Contents About LumenVox Wh
Page 3 and 4: Why Choose LumenVox? Rethinking the
Page 5 and 6: Speech Engine LumenVox's Speech Rec
Page 7 and 8: Advanced Features Noise Reduction M
Page 9 and 10: Everything You Need LumenVox's Spee
Page 11 and 12: Call Handler The Speech Platform's
Page 13 and 14: Configuration Tool User’s email a
Page 15 and 16: Tuner Overview The Speech Tuner is
Page 17 and 18: Taking Out the Guesswork Make chang
Page 19: LumenVox Training Courses The Lumen
Page 23 and 24: Effective Design = Customer Satisfa
Page 25 and 26: Voice Matters The voice of your spe
Page 27 and 28: Practical Guide To Tuning Untuned s
Page 29 and 30: Failures and Fixes: Common Prompt T
Page 31: Standards and Systems Supported Ind

1 - LumenVox

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?