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Introduction to VoiceXml and Voice Web Architecture
1.
Introduction to VoiceXML and
Voice Web Architecture Ken Rehor © 2007 Ken Rehor. All Rights Reserved. 1
2.
Session Overview • Voice
Web Architecture – Components of a Voice Web Application • Voice Standards – W3C Speech Interface Framework • VoiceXML – Language features – Execution model - Form Interpretation Algorithm (FIA) • Application Design Techniques – Static vs. dynamic VoiceXML – Performance Considerations • CCXML, VoiceXML and VoIP • Application Deployment Models • New Technologies – Speaker Biometrics, Video, Multimodal, VoiceXML 3.0 © 2007 Ken Rehor. All Rights Reserved. 2
3.
Simplifying Voice Services
programming • Web-based architecture for interactive speech services – Exploit web technologies to simplify voice service creation and deployment – Enable consolidation of voice and web services – Separate service logic from user interaction • High-level programming languages – Control speech and telephony resources in uniform manner – Shield application programmers from implementation details • No need to know ASR, TTS, telephony APIs – Create portable applications • Run on enterprise system or in telephone network • Run on a variety of platforms, ASR agnostic © 2007 Ken Rehor. All Rights Reserved. 3
4.
Voice Web Application
Architecture © 2007 Ken Rehor. All Rights Reserved. 4
5.
Key Ideas • Standard/Common
high-level language – Designed for the task • Leverage open, known technology – Web protocols, servers, networks, development tools, expertise • Phone number mapped to URL – Phone number associated with URL of voice service © 2007 Ken Rehor. All Rights Reserved. 5
6.
Voice / Web
Application Architecture <grxml> PSTN or .wav VoIP <vxml> • Grammars • Audio files Any phone • Scripts VoiceXML HTTP browser HTTP Internet or HTTP Intranet <html> Application (web) server • Application logic • Content and data • Transaction processing • Database interface • Images • Audio files Web • Scripts Browser © 2007 Ken Rehor. All Rights Reserved. 6
7.
Voice Application Architecture
and Components <grxml> Welcome to Customer Acme products .wav service, … please… <vxml> Caller HTTP VoiceXML PSTN platform Internet or intranet Web server VoiceXML interpreter OA&M middleware Telephony DTMF Audio ASR TTS © 2007 Ken Rehor. All Rights Reserved. 7
8.
Application Backend Architecture
• Grammars • Audio files • Scripts <vxml> Transaction Server HTTP Internet or Intranet or Intranet Internet Application (web) server • Application logic • Content and data • Transaction processing • Database interface Database (content) Web service © 2007 Ken Rehor. All Rights Reserved. 8
9.
Components of a
Voice Solution • Traditional phone, VoIP phone, mobile phone, or multimodal device • Telephone network – Circuit-switched PSTN or packet-switched VoIP – Connects caller’s telephone with Telephony Server • Voice User Interface – Dialog structure / flow – Prompts – what the application says to the user – Speech grammars – what the user can say • Application logic that executes on an application server – Web "back-end“ – Database, or database interface • VoiceXML Server that executes dialogs – Controls resources such as ASR, SIV, TTS, etc • Data network to connect application server and VoiceXML server © 2007 Ken Rehor. All Rights Reserved. 9
10.
Inbound or Outbound
calls • VoiceXML application works the same for inbound and outbound calls – Additional call progress detection generally required for outbound • Simple protocol for initiating outbound calls – No firm standards, but most vendors follow similar techniques – HTTP, Web Services, etc. © 2007 Ken Rehor. All Rights Reserved. 10
11.
Standards © 2007 Ken
Rehor. All Rights Reserved. 11
12.
Value of Open
Standards • Non-proprietary interfaces between components • Allow choice of best components for the task • User interface languages – W3C Speech Interface Framework: VoiceXML, SRGS, SSML, SI – W3C: HTML, XHTML, SMIL, X+V – OMA: WAP • Communication protocols – W3C: CCXML for 3rd-party telephony call control – W3C: HTTP, HTTPS, SOAP, WSDL – IETF: SIP, MRCP, MSCP – 3GPP: IMS – ITU: T1, ISDN © 2007 Ken Rehor. All Rights Reserved. 12
13.
Visual vs. Voice
markup Web app UI Voice Web app UI • HTML – Structure • VoiceXML – Structure – Layout – Dialog flow – Input declaration – Input declaration – Transitions – Transitions • Images • Audio files • Audio files / streams • Video, Images • Video • Text (for TTS) • Text • Scripts • Scripts © 2007 Ken Rehor. All Rights Reserved. 13
14.
Protocols Web applications
Voice Web applications • HTTP, HTTPS • HTTP, HTTPS • RTP • RTP • SOAP • SOAP • WSDL • WSDL • … • SIP • … © 2007 Ken Rehor. All Rights Reserved. 14
15.
Voice Standards Activities •
Speech Interface Framework • Network protocols – SIP, MRCP v2, etc. • Platform Certification, Developer Certification, Speaker Biometrics, Architecture, Tools © 2007 Ken Rehor. All Rights Reserved. 15
16.
Voice Application Standards
CCXML VoiceXML SIP Netann Call Control Application MSCML Application SOAP MOML / MSML MSCP Scripts DMSP CCXML VXML GRXML MGCP etc. HTTP HTTP HTTPS Scripts HTTPS Media Audio Control Interface CCXML SSML Conference/ Browser Media Server Telephony Dialog Control Control SIP Interface Interface VoIP VoiceXML DTMF GRXML Phone Gateway Browser Networ RFC 2833 k T1 / E1 Media G.711, WAV, ISDN VoiceXML 2.0 Audio Mixer / .au, mp3, etc. SS7 RTP VoiceXML 2.1 Caller Server ECMAScript 262 MRCP Client Telephony Control Interface: SIP, etc. MRCP v1 Dialog Control Interface: SIP, MSCP, etc. MRCP MRCP v2 Server Server Server TTS ASR SIV © 2007 Ken Rehor. All Rights Reserved. SSML GRXML ** standards in progress ** 16
17.
W3C Speech Interface
Framework © 2007 Ken Rehor. All Rights Reserved. 17
18.
Voice Application Components •
Dialog – flow control of the inputs, outputs, next steps • Input grammars – Control input constraints for DTMF and speech recognition • Output formatting – Pronunciation, timing, sequencing © 2007 Ken Rehor. All Rights Reserved. 18
19.
W3C Speech Interface
Framework • VoiceXML • SRGS • SSML • Semantic Interpretation • Pronunciation Lexicon • Call Control For more information, see: W3C Voice Browser Working Group http://www.w3.org/Voice/ © 2007 Ken Rehor. All Rights Reserved. 19
20.
Voice User Interface
- Dialog • W3C VoiceXML 2.0 – W3C Recommendation March 2004 – Widely implemented • Approximately 4 dozen platforms • Many service providers worldwide – VoiceXML Forum certification program • Nearly two dozen certified platforms, more coming • W3C VoiceXML 2.1 – Candidate Recommendation Sept 2006 – Test suite under development; Certification Program to follow – Many platform vendors are implementing • W3C VoiceXML 3.0 – Early stages of development – SCXML – state chart markup language designed as a controller for V3 and CCXML 2.0 ("Working Draft" Jan 2006) © 2007 Ken Rehor. All Rights Reserved. 20
21.
User Interaction –
Input / Output Control • Input grammars W3C SRGS 1.0 – W3C Recommendation – Widely implemented • Output formatting W3C SSML 1.0 – W3C Recommendation – Widely implemented, yet minor real support (most TTS engines ignore the SSML instructions) • Semantic Interpretation for Speech Recognition W3C SISR 1.0 – Nearing Candidate Recommendation – Implementation gaining acceptance © 2007 Ken Rehor. All Rights Reserved. 21
22.
W3C Speech Interface
Framework Semantic Interpretation © 2007 Ken Rehor. All Rights Reserved. 22
23.
W3C Speech Recognition
Grammar Specification • Markup language to control input constraints – Finite-state speech recognition – DTMF recognition • Two variations – XML (GRXML) – ABNF • Version 1.0: W3C Recommendation – March 2004 • Implemented and supported by numerous vendors © 2007 Ken Rehor. All Rights Reserved. 23
24.
GRXML ASR example
• asdf <grammar type="application/srgs+xml" root="r2" version="1.0"> <rule id="r2" scope="public"> <one-of> <item>coffee</item> <item>tea</item> <item>milk</item> <item>nothing</item> </one-of> </rule> </grammar> © 2007 Ken Rehor. All Rights Reserved. 24
25.
GRXML DTMF example <?xml
version="1.0"?> <grammar mode="dtmf" version="1.0" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.w3.org/2001/06/grammar http://www.w3.org/TR/speech-grammar/grammar.xsd" xmlns="http://www.w3.org/2001/06/grammar"> <rule id="digit"> <one-of> <item> 0 </item> <item> 1 </item> <item> 2 </item> <item> 3 </item> <item> 4 </item> <item> 5 </item> <item> 6 </item> <item> 7 </item> <item> 8 </item> <item> 9 </item> </one-of> </rule> <rule id="pin" scope="public"> <one-of> <item> <item repeat="4"><ruleref uri="#digit"/></item> # </item> </one-of> </rule> </grammar> © 2007 Ken Rehor. All Rights Reserved. 25
26.
W3C Speech Synthesis
Markup Language • Markup language to control spoken and audio output • Version 1.0: W3C Recommendation – Sept 2004 • Implemented and supported by numerous vendors • Version 1.1: under development – Adds support for tonal languages – First public Working Draft published January 2007 © 2007 Ken Rehor. All Rights Reserved. 26
27.
SSML Functions • Audio
output – <audio> • Text-to-Speech output – Contained within SSML constructs • Pronunciation controls – <say-as> • Interpret-as • Format • Detail – <emphasis> • Timing – <break> © 2007 Ken Rehor. All Rights Reserved. 27
28.
SSML Functions (cont’d) •
Spoken language – xml:lang • Prosody and Style – voice control – Voice – Gender – Age – Name • Prosody – <prosody> • Pitch • Contour • Range • Rate • Duration • Volume © 2007 Ken Rehor. All Rights Reserved. 28
29.
SSML Functions (cont’d) •
Sentence structure – <p> – <s> • phoneme -- Modify text – <sub> - substitute text • Location identification – <mark> © 2007 Ken Rehor. All Rights Reserved. 29
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VoiceXML 2.x ©
2007 Ken Rehor. All Rights Reserved. 30
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VoiceXML Scope • Human-machine
interaction provided by voice response systems: – Output • play audio files • produce synthesized speech – Input • record spoken input • recognize spoken input • collect character input – Control flow – Telephony • transfer a user to another destination, such as a live agent • disconnect a user © 2007 Ken Rehor. All Rights Reserved. 31
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VoiceXML Goals • Separate
user interaction from service logic – Creates new possible business models • Service developer can be separate from telephony platform provider • Enable service portability across implementation platforms – Assume common set of platform capabilities – Provide common language for: • Content providers, Tool providers, Platform providers • Safely handle shared network-based applications – deterministic behavior • Easy to build common types of applications • Features to build complex types of applications • Shield application authors from low-level platform-specific details – Promotes portability, ease of service creation © 2007 Ken Rehor. All Rights Reserved. 32
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VoiceXML 2.0 Basic
Functions • Input – <field>, <menu> recognition – <record> audio recording • Output – <prompt> container for TTS or prerecorded audio – <audio> prerecorded audio • Control Flow – <if>, <else>, <elseif> basic conditional logic – <script> complex scripts using ECMAScript – <goto> transition to a new document – <submit> submit data to a web application • Telephony – <disconnect> – <transfer> © 2007 Ken Rehor. All Rights Reserved. 33
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VoiceXML Execution Model •
Form Interpretation Algorithm <form> • Execution is synchronous (mostly) – Disconnect events are handled (somewhat) asynchronously • Audio is queued – Played only when encountering a waiting state • Processing is always in one of two states: – Waiting for input in an input item • such as <field>, <record>, or <transfer> – Transitioning between input items in response to an input • Event-driven – <catch>, <throw> generalized event mechanism – <nomatch>, <noinput> short-hand user-input event handling – <error> short-hand error event handling © 2007 Ken Rehor. All Rights Reserved. 34
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Key Points • Architecture
leverages all things "internet" – Languages, protocols, servers, developers, etc. • Separation of concerns – Application logic / database vs. telephony / speech resources – Enables new business models • Voice ASP • Prepackaged applications • URL (application) associated with phone number – Calling party or Called party – Share resources among many applications (VoiceASP) • High-level languages, specific to domain / task – Simplify development and maintenance © 2007 Ken Rehor. All Rights Reserved. 35
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VoiceXML <form> and
<field> • <form> – Dialog container – "Form Interpretation Algorithm" (FIA) specifies default behavior • <field> – Collect input from caller – <grammar> specifies input 'constraints' • <prompt> – Container for <audio> and text © 2007 Ken Rehor. All Rights Reserved. 36
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Example <?xml version="1.0"?> <vxml version="2.0">
<form> <field name="main_menu"> <prompt> <audio src="welcome.wav"> Welcome to Acme. You can choose sales, repair, or order status.</audio> </prompt> <grammar src="main_menu.grxml"/> </field> <block> <submit next="http://acme.com/route... " method="get"/> </block> </form> </vxml> main.vxml Note: Code simplified for demonstration purposes… © 2007 Ken Rehor. All Rights Reserved. 37
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User Input -
Grammars • Grammars can be speech or DTMF (touchtone) – Both types can be active simultaneously • Specified by SRGS – XML grammars are normative (aka GRXML) – ABNF grammars are more concise but more complex to author • Grammars may be specified inline or sourced externally • External grammars are referenced by URI • Multiple grammars may be active simultaneously. © 2007 Ken Rehor. All Rights Reserved. 38
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Grammars can get
very complicated: There are many ways to say the same thing… Sales I'd like to place an order I need to talk to a salesman Repair repair department service service department customer service Order status where's my order? track my order track my shipment where the hell is my stuff? © 2007 Ken Rehor. All Rights Reserved. 39
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Basic GRXML grammar
example <grammar …xml:lang="en-US" version="1.0"> <rule id="dept" scope="public"> <one-of> <item>sales</item> <item>repair</item> <item>order status</item> </one-of> </rule> </grammar> main_menu.grxml © 2007 Ken Rehor. All Rights Reserved. 40
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VoiceXML example –
next step <form> <field name="sales_menu"> <prompt> <audio src="sales_menu.wav"> You've reached Acme's sales department. To place an order, say sales. To speak to an associate, say I'd like to speak to someone. </audio> </prompt> <grammar src="sales_menu.grxml"/> </field> <block> <submit next="http://acme.com/... " method="get"/> </block> </form> sales.vxml © 2007 Ken Rehor. All Rights Reserved. 41
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VoiceXML example with
error handling <form> <field name="main_menu"> <prompt> <audio src="welcome.wav"> Welcome to Acme. You can choose sales, repair, or order status.</audio> </prompt> <grammar src="main_menu.grxml"/> </field> <noinput> You must say something. </noinput> <block> <submit next="http://acme.com/route... " method="get"/> </block> </form> newmain.vxml © 2007 Ken Rehor. All Rights Reserved. 42
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VoiceXML example with
error handling <form> <field name="main_menu"> <prompt> <audio src="welcome.wav"> Welcome to Acme. You can choose sales, repair, or order status.</audio> </prompt> <grammar src="main_menu.grxml"/> </field> <noinput> You must say something. </noinput> <nomatch> I didn't understand you. Please try again. </nomatch> <block> <submit next="http://acme.com/route... " method="get"/> </block> </form> newmain.vxml © 2007 Ken Rehor. All Rights Reserved. 43
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VoiceXML example with
error handling <form> <field name="main_menu"> <prompt> <audio src="welcome.wav"> Welcome to Acme. You can choose sales, repair, or order status.</audio> </prompt> <grammar src="main_menu.grxml"/> </field> <help> You can say sales, repair, or order status. </help> <noinput> You must say something. </noinput> <nomatch> I didn't understand you. Please try again. </nomatch> <block> <submit next="http://acme.com/route... " method="get"/> </block> </form> newmain.vxml © 2007 Ken Rehor. All Rights Reserved. 44
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Basic VoiceXML menu
using <option> <field name="maincourse"> <prompt> Please select an entree. Today, we are featuring <enumerate/> </prompt> <option dtmf="1" value="fish"> swordfish </option> <option dtmf="2" value="beef"> roast beef </option> <option dtmf="3" value="chicken"> frog legs </option> <filled> <submit next="/cgi-bin/maincourse.cgi" method="post" namelist="maincourse"/> </filled> </field> maincourse.vxml © 2007 Ken Rehor. All Rights Reserved. 45
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Set platform features
via <property> • Input modes: type of input from a caller DTMF-only <property name="inputmodes" value="dtmf"> Voice-only <property name="inputmodes" value="voice"> Both <property name="inputmodes" value="dtmf voice"> • Timeouts <property name="timeout" value="1450ms"> <property name="termtimeout" value="2500ms"> ... © 2007 Ken Rehor. All Rights Reserved. 46
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Call processing: <transfer> •
Blind – Go somewhere but don't return • Bridge – Add on another party, resume execution when done talking © 2007 Ken Rehor. All Rights Reserved. 47
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Call processing: <transfer>
• Blind transfer <form id="xfer"> <block> <prompt> Calling Riley. Please wait. </prompt> </block> <transfer name="mycall" dest="tel:+1-555-123-4567" > </transfer> </form> © 2007 Ken Rehor. All Rights Reserved. 48
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Call processing: <transfer>
• Bridge transfer <form id="xfer"> <block> <prompt> Calling Riley. Please wait. </prompt> </block> <transfer name="mycall" dest="tel:+1-555-123-4567" bridge="true" > </transfer> </form> © 2007 Ken Rehor. All Rights Reserved. 49
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Call processing: <transfer> •
Bridge transfer with cancel feature <form id="xfer"> <block> <prompt> Calling Riley. Please wait. </prompt> </block> <transfer name="mycall" dest="tel:+1-555-123-4567" bridge="true" > <prompt> Say cancel at any time to disconnect this call.</prompt> <grammar src="cancel.grxml" type="application/srgs+xml"/> </transfer> </form> © 2007 Ken Rehor. All Rights Reserved. 50
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Call processing: <transfer> <form
id="xfer"> <block> <prompt> Calling Riley. Please wait. </prompt> </block> <transfer name="mycall" dest="tel:+1-555-123-4567" bridge="true" > <prompt> Say cancel at any time to disconnect this call.</prompt> <grammar src="cancel.grxml" type="application/srgs+xml"/> <filled> <assign name="mydur" expr="mycall$.duration"/> <if cond="mycall == 'busy'"> <prompt> Riley's line is busy. Try again later. </prompt> <elseif cond="mycall == 'noanswer'"/> <prompt> Riley didn't answer the phone. Please call back another time. </prompt> </if> </filled> </transfer> </form> © 2007 Ken Rehor. All Rights Reserved. 51
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Call processing: <transfer> <form
id="xfer"> <block> <prompt> Calling Riley. Please wait. </prompt> </block> <transfer name="mycall" dest="tel:+1-555-123-4567" bridge="true" transferaudio="music.wav" connecttimeout="60s" > <prompt> Say cancel at any time to disconnect this call.</prompt> <grammar src="cancel.grxml" type="application/srgs+xml"/> <filled> <assign name="mydur" expr="mycall$.duration"/> <if cond="mycall == 'busy'"> <prompt> Riley's line is busy. Try back later. </prompt> <elseif cond="mycall == 'noanswer'"/> <prompt> Riley didn't answer the phone. Please call back another time. </prompt> </if> </filled> </transfer> </form> © 2007 Ken Rehor. All Rights Reserved. 52
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Call processing: <transfer>
© 2007 Ken Rehor. All Rights Reserved. 53
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New Features in
VoiceXML 2.1 • Dynamically referencing grammars and scripts – <grammar expr=“…”> <script expr=“…”> • Detect Barge-in During Prompt Playback: enhance SSML 1.0 <mark> – Add markexpr attribute – Add markname and marktime to application.lastresult$ object • Fetch (XML) data without transition: <data> – Uses read-only subset of DOM • Dynamically concatenate prompts: <foreach> – Interate through ECMAScript array and execute content • Record user’s utterance while attempting ASR – recordutterance property – Add shadow variables: recording, recordingsize, recordingduration • Send data upon disconnect – <disconnect namelist=“…” > • Additional <transfer> types – <transfer type=“…” …/> © 2007 Ken Rehor. All Rights Reserved. 54
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Dynamic Applications
© 2007 Ken Rehor. All Rights Reserved. 55
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VoiceXML Application Structure •
Static – User experience is the same for everyone • Information doesn’t change frequently • No customization per user, time of day, etc. • Pages are created once and used many times • Dynamic – User experience is customized by: • User: e.g. my.yahoo.com, amazon.com (especially once you log in) • Situation: e.g. travel specials on expedia.com – Data driven, e.g. inventory system, airline reservations – Generated by a program at runtime • JSP, ASP • App servers such as BEA, IBM Websphere, Oracle 9iAS © 2007 Ken Rehor. All Rights Reserved. 56
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VoiceXML 2.1 and
AJAX • VoiceXML + ECMAScript + <data> + XML • <data> element allows retrieval of arbitrary XML data without document transition • Static VoiceXML document can fetch user-specific data at runtime • Decouple presentation layer from business logic • Performance improvements due to: – Cache-able VoiceXML – No need to generate entirely new pages for each dialog when only the content is new – Less network traffic © 2007 Ken Rehor. All Rights Reserved. 57
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Dynamic Application Considerations
Execution of VoiceXML is running a program on your server… • Must guarantee quality of dynamically-generated VoiceXML documents and ASR grammars – Catch parse errors, execution errors – What does the caller hear if there is an error? • not “Could not parse VoiceXML document” • Runtime performance – Parse and interpretation time of large documents – Inefficient scripts and speech grammars • Security implications – Exploit a bug in a particular implementation? Make free phone calls? – Could there be a VoiceXML virus? Will all platforms protect against them? Careful application design, testing and monitoring is essential © 2007 Ken Rehor. All Rights Reserved. 58
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Dynamic Application Considerations •
A mix of different simultaneous applications means variable platform load and execution profile – Parse time of VoiceXML document – Fetching VoiceXML documents, grammars, audio from remote web servers – Load Balancing – How to protect platform from harmful application? (intentional or otherwise?) • Max size of document • Max size of grammar • Complexity measurement of document or grammar (statically checked before execution?) Platforms, networks, and applications must be carefully engineered © 2007 Ken Rehor. All Rights Reserved. 59
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Performance Considerations
© 2007 Ken Rehor. All Rights Reserved. 60
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Load Balancing for
Performance and Reliability • CPU/memory utilization – Grammar compilation – ASR load – TTS load • Telephony Network – Channel balancing – Dead channel • Incoming/Outgoing channel assignment / mix © 2007 Ken Rehor. All Rights Reserved. 61
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Performance: Caching •
Fetched documents, grammars, audio files, streams • Local or distributed cache? • Effects of prefetching • Where to cache generated grammars? – Per system – In-network • Use external grammar compilation server? © 2007 Ken Rehor. All Rights Reserved. 62
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Application Management
© 2007 Ken Rehor. All Rights Reserved. 63
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Application Monitoring and
Maintenance • Runtime logs – Web / application server – Voice server – Call Detail Reporting • Utterance recordings and logs – Useful for grammar and dialog tuning – Security of recordings may be an issue – Disk space: full-call recordings may be prohibitively large Usage data must be continually monitored to improve user experience © 2007 Ken Rehor. All Rights Reserved. 64
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Operations, Administration, Maintenance,
Provisioning • System Monitoring – Interfacing to existing Telco OSSs – Web-based for ISP environment • Provisioning – Application, Customer • DN-URI mapping – Telephony • Call origination/transfer • Max call timeout • Max number of concurrent calls – Platform-specific VoiceXML features • ECMAScript allowed? • Telephony control allowed? • Max grammar size © 2007 Ken Rehor. All Rights Reserved. 65
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Billing Logging and
Charging for usage of resources • "platform time" – Usage of server resources • Toll Free usage – It's toll free, not free • Transferred calls – Inbound minutes – Outbound minutes – Network features, e.g. Network Redirect • Outbound calls Accurate billing information is a critical factor in application cost or profitability © 2007 Ken Rehor. All Rights Reserved. 66
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Application Deployment Models Build-your-own
network vs. Outsourcing © 2007 Ken Rehor. All Rights Reserved. 67
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Build vs. Outsource?
Deployment Options Enable a Variety of Business Models • Completely in-house – Maintain complete control for security – Development and deployment systems can be identical • Outsourced VoiceXML/Telephony – Large-scale distributed networks without major capital investment – Grow quickly and incrementally • Completely outsourced hosting – All components and systems managed by 3rd party • Packaged software – VoiceXML application integrated with existing apps © 2007 Ken Rehor. All Rights Reserved. 68
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Completely In-House •
Local control of all systems • Voice server, app server, database can be on local network • Development and deployment systems can be identical • Physical security: in-house team “owns” it • Failover, reliability, scalability must be locally managed • Redundant power, networks, etc. are required © 2007 Ken Rehor. All Rights Reserved. 69
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VoiceXML On-premises Deployment
using TDM or VoIP carrier connection VoIP Web "pipe" Applications Web VoIP Applications Gateway, VoiceXML PSTN Cisco PBX, etc. Browsers IPCC TDM: DS3, Multiple PRI, etc. ASR servers Database Co-location facility © 2007 Ken Rehor. All Rights Reserved. 70
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Outsourced VoiceXML /
Telephony • Telephony and VoiceXML servers outsourced to "Voice Service Provider" (VSP) • Application remains in your data center(s) – Geographically distributed – May be dedicated to specific customers • Many carrier-grade vendors to choose from © 2007 Ken Rehor. All Rights Reserved. 71
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Outsourced VoiceXML /
Telephony • Architecture is identical to in-house deployment • Secure IP connection used between facilities Voice Service Provider: Carrier-grade outsourcing facility Co-location facility Web VoiceXML Applications Web PSTN VoIP Cisco Applications Browsers gateway IPCC Interne t ASR servers Database © 2007 Ken Rehor. All Rights Reserved. 72
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Advantages of Outsourcing
to a VSP • Choice of many vendors: one for all customers, or choose the best one for each customer • Add capacity by adding multiple vendors • No capital investment • Pay-as-you-go pricing models • Failover, reliability, scalability simplified • Physical security of equipment and networks managed by VSP • VPN or dedicated data connection to your backend systems © 2007 Ken Rehor. All Rights Reserved. 73
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Distribute Load to
Multiple VSPs VoiceXML Cisco Browsers IPCC PSTN VoiceXML ASR Cisco Customer Browsers servers IPCC co-location facility Web ASR Applications Web servers Applications Internet Database VoiceXML Cisco Browsers IPCC Multiple co-lo facilities can be deployed for geographic redundancy and enhanced capacity. ASR VoiceXML Cisco servers Browsers IPCC © 2007 Ken Rehor. All Rights Reserved. 74
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Completely Outsourced • Deploy
hardware & software systems at customer- managed co-location facilities • Deploy complete systems at co-location facilities managed by 3rd party • Deploy pre-packaged VoiceXML application integrated with customer's call center (managed by customer) © 2007 Ken Rehor. All Rights Reserved. 75
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Combination of In-house
and Outsourced Several ways to balance resources • Primary in-house, with overflow or failover to a VSP – Local control of resources – Overflow to VSP during peak usage – Backup for failover / disaster recovery • In-house development, with primary deployment via VSP – In-house development and trials – “Push to the network” when ready to deploy © 2007 Ken Rehor. All Rights Reserved. 76
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CCXML, VoiceXML, and
VoIP 3rd-Party Call Control © 2007 Ken Rehor. All Rights Reserved. 77
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Inbound call using
TDM connections • 1st-party call control: VoiceXML server handles call routing/setup/answer VoiceXML PSTN Server Caller © 2007 Ken Rehor. All Rights Reserved. 78
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Inbound call using
VoIP (SIP and RTP) • 1st-party call control: VoIP gateway routes call to VoiceXML server, which handles call routing/setup/answer 1. INVITE VoIP VoiceXML PSTN Gateway 2. RTP Server customer © 2007 Ken Rehor. All Rights Reserved. 79
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Why VoIP? • Flexible
network topology • Simplified integration of voice dialog resources • Vendor independence for network elements • Separation of concerns: voice dialog resources vs. call control © 2007 Ken Rehor. All Rights Reserved. 80
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Inbound Call using
3rd Party Call Control • 3rd party application handles call routing/setup/answer Call Routing Application 1. INVITE 2. INVITE VoIP VoiceXML PSTN Gateway 3. RTP Server caller © 2007 Ken Rehor. All Rights Reserved. 81
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Outbound call using
3rd Party Call Control • 3rd party application handles outbound call initiation/setup/routing • “Attaches” VoiceXML dialog to connection Outbound Calling Application 1. INVITE 2. INVITE VoIP VoiceXML PSTN Gateway 3. RTP Server caller © 2007 Ken Rehor. All Rights Reserved. 82
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What is CCXML? •
XML-based language that manages the connections and resources used in phone calls • Designed for 3rd-party call control applications • Allows for easy integration into back end web applications very similar to VoiceXML’s model • Uses the finite state machine model – Event handlers move from one state to the next using markup tags • CCXML provides commands to run a “dialog” on a call leg © 2007 Ken Rehor. All Rights Reserved. 83
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Why is CCXML
Needed? • VoiceXML was designed primarily for voice dialogs – 1st-party call control: <disconnect> and a several predefined common <transfer> types • Connection management requires full asynchronous event handling – Connection/telephony events can occur any time during a call and must be handled – VoiceXML specifically limits asynchronous events to simplify the execution and programming model • 1st-party Call Control can be useful but has limited flexibility – VoiceXML 2.1 <transfer> adds "consultation" feature for network redirect © 2007 Ken Rehor. All Rights Reserved. 84
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CCXML System Architecture
Telephony Voice Web Web Application Application CCXML VXML HTTP HTTP CCXML Conference Server Server Telephony Dialog Control Control Interface Interface Telephony Dialog PSTN Interface Server Media Caller © 2007 Ken Rehor. All Rights Reserved. 85
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CCXML features • Telephony
channel control: voice paths and signaling – <createcall>, <accept>, <disconnect>, <reject>, <redirect> • Media control: Conference Bridges and Mixers – <join>, <unjoin>, <createconference>, <destroyconference> • Dialog control: Add a VoiceXML (or other dialog) resource to a connection – <dialogstart>, <dialogprepare>, <dialogterminate> © 2007 Ken Rehor. All Rights Reserved. 86
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Integration of CCXML
and VoiceXML • Dialogs are created using <dialogstart> – You pass the URL of the document that you want to run • Dialogs can be ended using <dialogterminate> – This allows CCXML to end a dialog based on a external event such as someone calling you on a second line • Dialogs can return data back to the CCXML platform – In VoiceXML use <exit namelist="a b c"/> – This is exposed in the CCXML dialog.exit event © 2007 Ken Rehor. All Rights Reserved. 87
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W3C CCXML 1.0
status • Nearing "Candidate Recommendation" status – Language complete – Test suite under development – Certification Program under consideration • Growing support throughout the world • Several open source projects underway – See http://www.sourceforge.net © 2007 Ken Rehor. All Rights Reserved. 88
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Next-Generation Technologies
© 2007 Ken Rehor. All Rights Reserved. 89
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Next-Generation Technologies • Speaker
Biometrics-based authentication – Speaker Identification – Speaker Verification • Video IVR --VoiceXML augmented with video – Early stages of commercial deployment now – Simple extension to standard platforms – Straightforward step towards full multimodal • Multimodal – Multiple input modalities: speech recognition, keypad, handwriting, biometrics (voice, fingerprint, iris, etc.), geolocation, motion – Multiple output modalities: graphics, audio (speech, TTS, music, polyphonic tones) © 2007 Ken Rehor. All Rights Reserved. 90
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Speaker Biometrics
© 2007 Ken Rehor. All Rights Reserved. 91
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Why Speaker Biometrics? •
Identify an individual for remote transactions • Text / DTMF PINs are inadequate – Easily compromised – Easily forgotten – Does not identify an individual • US Federal Regulations – FFIEC guidelines for financial services © 2007 Ken Rehor. All Rights Reserved. 92
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Speaker Identification and
Verification (SIV) • Authentication – The process of confirming one or more identities. • Speaker Identification (one-to-many) – Authentication with multiple identity claims. • Speaker Verification (one-to-one) – Authentication with a single identity claim. © 2007 Ken Rehor. All Rights Reserved. 93
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Types of SIV •
Text independent – SIV technology that can operate on any freeform or structured spoken input. • Text dependent – SIV technology (usually verification technology) that requires the voice input of one or more specific passwords or pass phrases (having been enrolled). • Text prompted – SIV technology (usually verification) that randomly selects words and/or phrases and prompts the speaker to repeat them. The term is also called challenge-response. © 2007 Ken Rehor. All Rights Reserved. 94
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Fundamental Phases of
SIV • Enrollment – Capture one or more user utterances to ‘train’ the system • Verification – Capture one or more user utterances to make an identity claim • Adaptation & Scoring – Judge how close the user’s verification utterance is to the enrolled utterance – Refine the existing enrolled utterance with information from the verification utterance © 2007 Ken Rehor. All Rights Reserved. 95
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Video and Multimodal
© 2007 Ken Rehor. All Rights Reserved. 96
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“Video” VoiceXML • Video
extensions to VoiceXML – 3G Wireless – VoIP phones • VoiceXML is just a dialog language – Initially only for voice input/output • Example – Videomail is a dialog application very similar to voicemail • Video and audio are somewhat analogous – VoiceXML can be ‘hacked’ to handle video now: • <audio src="foo.au“/> could “play” a video file via <audio src=“foo.mpeg4”/> – VoiceXML 3.0 might add a new language feature • e.g. <video src="foo.avi"> or <media src="foo.mpeg4"> © 2007 Ken Rehor. All Rights Reserved. 97
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“Video” VoiceXML
Deployment and Standardization • Simple extension to standard platforms – Easy integration with current platforms – Doesn’t “break” existing functionality – Well aligned with “VoiceXML model” • Early stages of commercial deployment – Several vendors have deployed large-scale commercial systems • Step towards full multimodal © 2007 Ken Rehor. All Rights Reserved. 98
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Multimodal Applications • W3C
Multimodal Interaction Working Group – Defining new standards based on extensive industry experience • IBM / Motorola / Opera X+V 1.2 – Early stages of commercial deployment – Freely available from Opera http://dev.opera.com/articles/voice/ For more information, see: W3C Multimodal Interaction Working Group http://www.w3.org/2002/mmi © 2007 Ken Rehor. All Rights Reserved. 99
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VoiceXML 3.0 ©
2007 Ken Rehor. All Rights Reserved. 100
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VoiceXML 3.0 • Modularization
– Cleanly separate functions to enable integration with other modalities – Enables code reuse • New media processing – Video – Voice processing – Navigation – Speaker biometrics • Separation of data, control flow and presentation – Control flow embodied in new language: SCXML • Clean data model © 2007 Ken Rehor. All Rights Reserved. 101
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References • W3C Voice
Browser Working Group http://www.w3.org/voice – VoiceXML 2.0 Recommendation • http://www.w3.org/TR/voicexml20/ – VoiceXML 2.1 Working Draft • http://www.w3.org/TR/voicexml21/ – Semantic Interpretation Working Draft • http://www.w3.org/TR/semantic-interpretation/ – SRGS 1.0 Recommendation • http://www.w3.org/TR/speech-grammar/ – SSML • 1.0 Recommendation http://www.w3.org/TR/speech-synthesis/ • 1.1 Working Draft http://www.w3.org/TR/speech-synthesis11/ – CCXML 1.0 • http://www.w3.org/TR/ccxml/ – SCXML • http://www.w3.org/TR/scxml/ • IETF http://www.ietf.org © 2007 Ken Rehor. All Rights Reserved. 102
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Ken Rehor http://www.kenrehor.com VoiceXML Forum Co-founder
and past-Chair Chair, VoiceXML Forum Conformance Committee Co-Chair, VoiceXML Forum Speaker Biometrics Committee W3C Co-editor: VoiceXML 1.0, 2.0, 2.1, 3.0 Co-editor: CCXML 1.0 © 2007 Ken Rehor. All Rights Reserved. 103
Editor's Notes
This DTMF grammar accepts a 4-digit PIN followed by a pound terminator
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