ParkingCarma - Getting Local with Speech
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Presentation for the SpeechTek Magazine conference
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ParkingCarma - Getting Local with Speech
- 2. Third level ParkingCarma Helps with the Problems of: Fourth level Fifth level •Congestion mitigation •Driver frustration •CO2 reduction
- 3. • Speech
- 5. Why Speech? Third level Fourth level Fifth level
- 6. In-vehicle device penetration – new vehicles Currently Low Percentage
- 7. Mobile Applications & WAP Third level Fourth level •Apps require download Fifth level •WAP experiences are not standard •Need data plan •Requires reading/navigating a device while driving •“Hands-free” becoming increasingly required
- 8. Third level Fourth level Fifth level 87% Cell phone penetration rate in US Source: CTIA
- 9. Speech Application Overview Third level Fourth level Fifth level
- 10. Third level “Kate” Persona Fourth level Fifth level •Inbound Speech Application
- 11. Parking Facility Search Third level Fourth level Fifth level • Input location, or POI, or event • Return nearby locations that match user’s preferences and are currently open • Return real-time parking space availability at select facilities
- 12. Parking Reservations Third level Fourth level Fifth level • Reserve parking at select parking facilities • Defaults to current day, but can change • Requires billing information to be entered if not already a registered user
- 13. Cell Fourth level Payment System Phone Third level Fifth level • Pay for parking with cell phone at select facilities •Enter in facility code •Call once for flat rate • Call to “check-in” & “check-out” at hourly rate facilities
- 14. Third level Speech Technology Platform Fourth level Fifth level •Originally Microsoft Speech Server 2004 •Migrating to OCS 2007 •Dialogic T-1 boards moving to SIP •Utilizing both Voice XML & Microsoft Managed Workflows
- 15. Third level Fourth level Fifth level Speech Service Launched in December 2004
- 16. Third level BART – Bay Area Rapid Transit Application Fourth level Fifth level •Advanced reservations and mobile payment •New ridership increased by 14% at station •Reduced circling by 5 minutes per car •Reduced VMT by 9 miles per user •Average 20 users per space (oversubscribed)
- 17. Third level Special Event Parking Fourth level Fifth level •Advanced reservations & parking guidance •Offer multi and single day passes •Premium parking locations •Incentive of free movie tickets to use service
- 18. Third level Fourth level Fifth level One person had some very exasperating conversations with the voice recognition system, “Kate,” and has now mastered the strategy of “speaking softly and keying in…Kate does not like to be yelled at.”
- 19. Third level Fourth level Fifth level •6% opt-out rate •83% of calls in a 4 hour window Mon-Fri •58% savings over equivalent call center reps
- 20. Speech Application Challenges Third level Fourth level Fifth level
- 21. Third level Fourth level Fifth level 96% of all system users call from a cell phone
- 22. Ambient Noise in Decibels = High false barge-in rate
- 23. Third level Extremely Large Grammars Fourth level Fifth level •All street names in a city •All POI names in a city •All parking facility names in a city
- 24. Third level Large & Unstructured Grammars Lead to Fourth level Incorrect recognitions Fifth level •Vanity license plates – “b”, “3”, “e”, etc. •Similar POI and street names
- 25. High spike in peak volume due to daily weekday commuter use
- 26. Third level How Hard Can it be? Fourth level Fifth level Web Experience != VUI Experience
- 27. Lessons Learned / Recommendations Third level Fourth level Fifth level
- 28. Users will respond in ways you never expect Monitor and adjust grammars accordingly
- 29. Third level SMS / Text Additional Information Fourth level Fifth level •Directions to parking facility •Parking payment receipts
- 30. Use Consistent Credential Information IVR Website System Separate web password and phone PIN == confused users
- 31. Third level Create Dynamic Grammars Fourth level Fifth level •Street names based upon city •Parking facility names based upon city •POI names based upon walking distance radius of current location
- 32. Third level Use Patterns to Limit Expected Input Fourth level Fifth level •Custom license plate recognition •Each state has a pattern of alphanumeric •California = NAAANNN •Patterns change over time •Increased non-vanity license plate recognition by more than 25%
- 33. Third level Research & Adjust Confirmation Needs Fourth level Fifth level •More explicit confirmations •Before finalizing $$ transactions •Less explicit confirmations •Experienced users
- 34. Third level Use Professional Voice Talent Fourth level Fifth level •More professional •Pre-recorded “Vocabularies” save $$ •Decrease development time
- 35. Third level Import Preferences from Web / CRM Fourth level Fifth level •Default to “home” city •User’s favorite POI list •Preset filters for search • Vehicle type • Price vs. distance
- 36. Third level Make Decisions for Users Fourth level Fifth level •Based on “called-id” we select the city •Use Caller ID to identify users •Default to most popular search types •Always allows users to override automatic selections
- 37. Other Lessons Learned / Recommendations •Barge-in •Balance background noise with ability for users to expedite calls •Use “recognition” rather than sound barge-in and limit grammars •Use Hosted Speech Vendor •If financially makes sense
- 38. Recorded Call
- 39. Third level Fourth level Fifth level Questions?
- 40. Christian McCarrick CTO ParkingCarma, Inc. (650) 281.9864 cmccarrick@parkingcarma.com http://www.parkingcarma.com