Development and Deployment of VoiceXML-Based Banking Applications

In recent times, the financial sector has become one of the most vibrant sectors of the Nigerian economy with about twenty five banks after the bank consolidation / merger exercise. This sector presents huge business investments in the area of Information and Communication Technology (ICT). It is also plausible to say that the sector today is the largest body of ICT services and products users. It is no gainsaying the fact that so many Nigerians now carry mobile phones across the different parts of the country. However, applications that provide voice access to real-time banking transactions from anywhere, anytime via telephone are still at their very low stage of adoption across the Nigerian banking and financial sector. A versatile speech-enabled mobile banking application has been developed using VXML, PHP, Apache and MySQL. The developed application provides real-time access to banking services, thus improving corporate bottom-line and Quality of Service (QoS) for customer satisfaction

Development of Telephone-based e-Learning Portal

The proliferation of mobile phones in Nigeria, particularly among the student community, has continued to inspire the development and delivery of e-Learning applications. Most of the existing web-based e-Learning applications do not support nomadic voice-based learning (i.e. learning on the move through voice), and consequently do not provide a speedy access to information or enquiries on demand. Internet access is required to get every bit of information from most school portal system, which is not directly available to everyone. Lack of provision for voice in the existing web applications excludes support for people with limited capabilities such as the visually impaired and physical disabilities. In this paper, we present a design and development of a prototype telephone-based e-Learning portal that will be used for course registration and examination. This study is part of an ongoing e-Learning project involving the following modules: enrollment, course registration and examination, enquiries/information, messaging/collaboration, e-Learning and library. The prototype application was developed using VoiceXML for the voice user interface(VUI), PHP for database queries, Apache as the middle-ware and MySQL database as back-end. A unified modelling language (UML) was used to model and design the application. The proposed e-Learning system will compliment the web-based system in other to meet the needs of students with a range of disabilities such as visual impairment, repetitive strain injury, etc, that make reading and writing difficult. It also makes multiple platforms available to all users as well as boosting access to education for the physically challenged, particularly the sight impaired in the developing countries of the world. In institutions where students are not allowed to use mobile phones or where cost is an issue, then the alternative is the use of PC-phone

A Voice-based Mobile Prescription Application for Healthcare Services (VBMOPA)

Adverse drug effects are a major cause of death in the world with tens of thousand deaths occurring across the world each year because of medication or prescription errors. Many of such errors involve the administration of the wrong drug or dosage by care givers to patients due to indecipherable handwritings, drug interactions, confusing drug names etc. The adoption of voice-based mobile applications could eliminate some of these errors because they allow prescription information to be captured and heard through voice response rather than in the physician’s handwriting. This paper presents a design and implementation of a Voice-based Mobile Prescription Application (vbmopa) to improve health care services. The application can be accessed through a mobile phone by dialing an appropriate number. This system could lead to costs and life savings in healthcare centres across the world especially in developing countries where treatment processes are usually cumbersome and paper based

Design and evaluation of acceleration strategies for speeding up the development of dialog applications

In this paper, we describe a complete development platform that features different innovative acceleration strategies, not included in any other current platform, that simplify and speed up the definition of the different elements required to design a spoken dialog service. The proposed accelerations are mainly based on using the information from the backend database schema and contents, as well as cumulative information produced throughout the different steps in the design. Thanks to these accelerations, the interaction between the designer and the platform is improved, and in most cases the design is reduced to simple confirmations of the “proposals” that the platform dynamically provides at each step. In addition, the platform provides several other accelerations such as configurable templates that can be used to define the different tasks in the service or the dialogs to obtain or show information to the user, automatic proposals for the best way to request slot contents from the user (i.e. using mixed-initiative forms or directed forms), an assistant that offers the set of more probable actions required to complete the definition of the different tasks in the application, or another assistant for solving specific modality details such as confirmations of user answers or how to present them the lists of retrieved results after querying the backend database. Additionally, the platform also allows the creation of speech grammars and prompts, database access functions, and the possibility of using mixed initiative and over-answering dialogs. In the paper we also describe in detail each assistant in the platform, emphasizing the different kind of methodologies followed to facilitate the design process at each one. Finally, we describe the results obtained in both a subjective and an objective evaluation with different designers that confirm the viability, usefulness, and functionality of the proposed accelerations. Thanks to the accelerations, the design time is reduced in more than 56% and the number of keystrokes by 84%

Development of iSpeak: A voice activated Relationship Management System

A constant source of frustration for subscribers of mobile telephony in Nigeria is the quality of customer care service. The ubiquitous IVR systems deployed by service providers often ends in long and winding texting of digits that terminate in calls to agents with poor CRM attitudes. Automation of most of the functions of the human agent goes a long way in mitigating this problem. This paper describes iSpeak – a system designed to reduce the human–to–human (H2H) interaction in the complaint-lodging and solution provision process to a minimal level where it is not possible to eradicate it totally by a replacement with human–to–system (H2S) interactivity. iSpeak has an inherent capacity for improving the efficiency and drastically cutting CRM cost of corporate organizations. This comes with the attendant advantage of improved business-customer relationship. Keywords – Automatic Speech Recognition, Customer Care Service, Speech-control, Customer Voice Model, Voice Print, Voice Recognition

Specifying and Realising Interactive Voice Services

VoiceXML (Voice Extended Markup Language) has become a major force in interactive voice services. However current approaches to creating Voice-XML services are rather low-level. Graphical representations of VoiceXML are close to the textual form of the language, and do not give a high-level description of a service. CRESS (Chisel Representation Employing Systematic Specification) can be used to give a more abstract, language-independent view of interactive voice services. CRESS is automatically compiled into VoiceXML for implementation, and into LOTOS (Language Of Temporal Ordering Specification) or SDL (Specification and Description Language) for automated analysis. The paper explains how CRESS is translated into VoiceXML and LOTOS