Publication: Desarrollo de un portal de voz de atención al ciudadano mediante VoiceXML
Loading...
Identifiers
Publication date
2011-07
Defense date
2011-07-07
Authors
Advisors
Tutors
Journal Title
Journal ISSN
Volume Title
Publisher
Impact
Export
Abstract
El objetivo principal de este Proyecto Final de Carrera es el desarrollo de un portal de voz de información municipal utilizando el lenguaje de programación VoiceXML. A través del portal desarrollado, los usuarios pueden interactuar telefónicamente mediante voz o teclado para acceder a información y a un conjunto de servicios del municipio de Alcorcón. El portal de voz ofrece al ciudadano distintas funcionalidades: consulta de información sobre el Ayuntamiento (equipo de gobierno, concejalías, etc.), información de la ciudad (historia, datos geográficos y demográficos, accesos a la ciudad, páginas amarillas, cartelera, noticias, eventos, información meteorológica, etc.), realización de diversas gestiones y trámites (comprobación de listados y expedientes personales, reserva de instalaciones municipales y reserva de citas), realización de encuestas, acceso al buzón del ciudadano para dejar mensajes de sugerencias o reclamaciones y ser transferido a la centralita del Ayuntamiento para ser atendido por un tele-operador. Gracias al sistema desarrollado se facilitan estos servicios de atención ciudadana de forma automatizada, permitiendo al ciudadano acceder a ellos durante las 24 horas del día de una forma natural y en entornos en los que utilizando los interfaces tradicionales de acceso, como el teclado o el ratón, no sería posible. Adicionalmente, se facilita este acceso a personas con discapacidades motoras o visuales, contribuyendo a eliminar barreras de acceso y posibilitar un mundo tecnológico más accesible. La aplicación se apoya además en otra tecnologías adicionales, como son la utilización de bases de datos (MySQL), servidores web y de VoiceXML (x10Hosting y Voxeo Evolution) y uso de diferentes lenguajes de programación (SQL, PHP, HTML), que la hacen más dinámica y flexible, aumentando su calidad y eficiencia. El proyecto se complementa con un estudio detallado y análisis de los sistemas de diálogo y de la aplicación del estándar VoiceXML para su desarrollo, llevado a cabo con el objetivo de aplicar todo su potencial para completar con éxito este Proyecto Final de Carrera. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
The main objective of this Bachelor Project is to develop a voice portal to provide municipal information using the VoiceXML programming language. By means of the developed portal, users can interact via voice or the telephone keypad to access information and a set of services from Alcorcón (Madrid, Spain). The developed voice portal offers citizens different functions: consult information about the City Council (Government Team, Councils, etc.), know city information (history, geographic and demographic data, access to the city, yellow pages, movie show times, news, events, weather, etc.), carry out several steps and procedures (check lists and personal files, book municipal facilities or make an appointment), complete surveys, access citizen's mailbox to leave messages for suggestions and complaints, and be transferred to the City Council to be attended by a tele-operator. Thanks to the developed application, these services are automatically provided, allowing a 24 hour a day access to information in a more natural way and in environments in which using the traditional access interfaces, such as keyboard or mouse, this access would not be possible. In addition, the application facilitates the access for people with visual or motor disabilities, helping them to eliminate access barriers and enabling a more accessible technology world. The voice portal integrates additional technologies, such as the use of databases (MySQL), web and VoiceXML servers (x10Hosting and Voxeo Evolution), and several programming languages (SQL, PHP, HTML), which make it more dynamic and flexible and increase its quality and efficiency. The project has been extended with a detailed study and analysis of spoken dialog systems and the application of the VoiceXML standard for their implementation. This study has been very useful to learn and apply the full potential of these technologies for the complete development of the voice portal.
The main objective of this Bachelor Project is to develop a voice portal to provide municipal information using the VoiceXML programming language. By means of the developed portal, users can interact via voice or the telephone keypad to access information and a set of services from Alcorcón (Madrid, Spain). The developed voice portal offers citizens different functions: consult information about the City Council (Government Team, Councils, etc.), know city information (history, geographic and demographic data, access to the city, yellow pages, movie show times, news, events, weather, etc.), carry out several steps and procedures (check lists and personal files, book municipal facilities or make an appointment), complete surveys, access citizen's mailbox to leave messages for suggestions and complaints, and be transferred to the City Council to be attended by a tele-operator. Thanks to the developed application, these services are automatically provided, allowing a 24 hour a day access to information in a more natural way and in environments in which using the traditional access interfaces, such as keyboard or mouse, this access would not be possible. In addition, the application facilitates the access for people with visual or motor disabilities, helping them to eliminate access barriers and enabling a more accessible technology world. The voice portal integrates additional technologies, such as the use of databases (MySQL), web and VoiceXML servers (x10Hosting and Voxeo Evolution), and several programming languages (SQL, PHP, HTML), which make it more dynamic and flexible and increase its quality and efficiency. The project has been extended with a detailed study and analysis of spoken dialog systems and the application of the VoiceXML standard for their implementation. This study has been very useful to learn and apply the full potential of these technologies for the complete development of the voice portal.
Description
Keywords
VoiceXML, Voxeo, Portal de voz, Interacción oral, Sistemas de diálogo, Voice portal, Oral interaction, Spoken dialog systems