Publication: Desarrollo de portales de voz municipales interactivos y adaptados al usuario
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2014-09-01
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Sociedad Española para el Procesamiento del Lenguaje Natural (SEPLN)
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Abstract
El objetivo principal de este artículo es mostrar la aplicación práctica de los sistemas de diálogo y del estándar VoiceXML para el desarrollo de portales de voz de información municipal. A través del portal desarrollado, los usuarios pueden interactuar telefónicamente para consultar información sobre el Ayuntamiento y la ciudad, realizar diversas gestiones y trámites, completar encuestas, acceder al buzón del ciudadano y ser transferido a la centralita del Ayuntamiento. Estas funcionalidades, conjuntamente con los mecanismos introducidos para su adaptación al usuario y a la evolución del diálogo, hacen que la aplicación desarrollada pueda considerarse como un avance considerable con respecto al desarrollo actual de los portales de voz en España. El artículo describe los servicios proporcionados por el portal, arquitectura y tecnologías utilizadas.
In this paper, we describe a Voice Portal designed to provide municipal information by phone. It includes the set of modules required to automatically recognize users’ utterances, understand their meaning, decide the following response and generate a speech response. The different functionalities include to consult information about the City Council, access city information, carry out several steps and procedures, 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 teleoperator. The voice portal is, therefore, pioneer in offering an extensive and comprehensive range of user-centered services accessible through speech, creating a new communication channel which is useful, efficient, and easy to use. The paper describes the application software, architecture, and infrastructures required for its operation 24 hours a day.
In this paper, we describe a Voice Portal designed to provide municipal information by phone. It includes the set of modules required to automatically recognize users’ utterances, understand their meaning, decide the following response and generate a speech response. The different functionalities include to consult information about the City Council, access city information, carry out several steps and procedures, 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 teleoperator. The voice portal is, therefore, pioneer in offering an extensive and comprehensive range of user-centered services accessible through speech, creating a new communication channel which is useful, efficient, and easy to use. The paper describes the application software, architecture, and infrastructures required for its operation 24 hours a day.
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Keywords
Portal de voz, Sistemas de diálogo hablado, VoiceXML, Voice portals, Spoken dialog systems, User adaptation
Bibliographic citation
Procesamiento del Lenguaje Natural, (Sept. 2014), v. 53, pp. 185-188