Organisations which receive incoming telephone calls from customers are faced with a common set of problems. What is the best (fastest, cheapest, friendliest) way to identify what a customer wants and satisfy their requirement? What is the best way to manage variations in call volume? What is the best way to address the customer-led demand for increased quality and variety of telephone services in an increasingly competitive and cost-sensitive market? How can the process of creating new telephone services best be speeded up? The Language Engineering REWARD project addresses the needs of organisations (i) to create automatic teleservices using robust spoken language dialogue technology and (ii) to automate the process of creating such services. The project brings together five user organisations (from the PTO, Business Travel, Market Research, Telemarketing and Maintenance sectors) and two technology supplier organisations, along with a larger User Interest Group drawn from a variety of different European nations, and representing a wide range of languages and vertical market sectors.

Voice-based Dialogue in the Real World

Spoken Language Dialogue Systems

This chapter presents results on dialogue development and implementation of the first prototype P1 in the Danish Dialogue project. The project as a whole is briefly presented in terms of system components and system architecture. The remainder of the chapter focuses on dialogue. Firstly, it is described how a dialogue model for the first prototype P1 was developed using Wizard of Oz (WOZ) experiments. The WOZ method is described and results from the WOZ experiments presented. Secondly, a description of the implementation of the dialogue model is provided. The conclusion presents a number of open questions to be answered during the test of the prototype.

Dialogue Development and Implementation in the Danish Dialogue Project

An Integrated Dialogue Design and Continuous Speech Recognition System Environment

Designing Interactive Speech Systems

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