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Task 3: IVR Integration. In this task, the voice recognition application is integrated with the interactive voice response unit. Any software elements necessary to accommodate the interfaces, handle dropouts to live operators and touchtone signals, and provide message passing are developed and tested independently of the final implementation environment. This task results in tested interfaces to the lVR but not necessarily to host databases.

Depending on the configuration of the environment, the 1VR may access host databases on the basis of touchtone input signals. In such a case, the ASR system returns appropriate messages to the IVR to initiate the data base access.

In the event that the access to host databases is initiated directly from the voice recognition system, the following task is substituted for task 3.

Task 3a: Integration into Operating Environment. Here, the team integrates the voice recognition portion of the application into a controlled version of the operating environment. For this task, the team establishes test databases (i.e., potentially copies of live files) so that the tests do not access live files.

The team may also install a communications connection to the ASR provider for remote maintenance of the application if required.

The team develops the message-passing routines between the voice recognition portion of the application and data base access, voice response, or other routines. Any software elements necessary to accommodate the interfaces, handle dropouts to live operators and touchtone signals, and provide message passing are developed and tested independently of the full environment. The team also develops program routines to evaluate performance of the system both in the pilot test and full rollout environments.

In addition, the team develops a test-bed to simulate peak loads on the system and conducts such simulation tests to determine concurrent voice recognition processing capacity for this application.

Functional simulations and testing of end-user interaction are conducted and adjustments or corrections made to the application until the application is considered ready for pilot testing. Such readiness is determined according to the predefined test plans developed in task 1.

Task 4: Pilot Test. On the basis of load tests, the company must purchase and install sufficient computer capacity to accommodate the projected load for the pilot test. Subsequent to the installation of this equipment, the team conducts another round of integration tests to ensure that the application and system are ready.

Following the integration tests, the application is connected to live files and tested with a limited number of users to ensure correct functional operation. An application designed for use by customers may be tested by a group of employees first.

The pilot test is conducted according to the plan developed in task 1 only after satisfactory controlled testing is completed. Measurements of performance are evaluated along with quality reports from users. Any adjustments necessary to the system are made until performance meets the agreed-on parameters.

The acceptance test described in task 1 is conducted as a part of the pilot test. At the conclusion of this task, the requester representatives examine test results and certify acceptance of the system.

Task 5: Rollout Planning. Concurrently with task 4, the project team, working with the application requester, develops a rollout plan. This plan describes, in detail, the steps necessary to ensure a satisfactory implementation of the application. The plan covers any additional equipment acquisition, architectural changes necessary to the system environment to accommodate full implementation, needed integration activities, performance management procedures, staging of implementation to users, feedback mechanisms to ensure quality of performance, the sequence and schedule of events, and assignments of responsibility.

The company must then acquire and install any additional equipment or software required to support full implementation.

Task 6: Rollout and Full Implementation. The team first performs a controlled test using the additionally installed equipment to ensure proper integration of the system. If possible, the pilot test is then extended using the newly acquired equipment instead of the previously used pilot test equipment. Full implementation is started only when all components and their integration have been tested.

Implementation is conducted according to the plans set forth in task 4. Members of the project team observe the implementation and contact the ASR or IVR provider if any major problems occur. Problems that cannot be handled by the company’s trained staff are handled by the providers in accordance with warranty or maintenance agreements. Weekly performance reports to the requester management should be written by the project team until 60 days after full implementation of the system or 60 days of trouble-free operation.

Implementing other types of applications, such as workstation-based, microphone-input ASR applications requires a different development process; however, a similar cautious approach using repetitive testing is recommended. Conservative project approaches are mandatory not only because the systems are usually mission-critical, but because the introduction of new technology should not be exposed to the possibility of disappointing the requester.

SUMMARY

Automatic speech or voice recognition applications have the potential to provide high payoff and competitive advantage and to improve productivity, customer service, and the quality of business processes. The technology must be classified as emergent because most potential users do not yet have the skills to support their own applications development. However, the technology and many available products are currently robust enough and reliable enough for users and developers to seriously consider speech as an interface for multimedia applications. ASR systems may, at this stage, be compared to data base management systems in their early days of use. New skills must be acquired (or contracted) to maximize the benefits and conduct successful implementation projects.


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