Mobile Information Services

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Mobile Information Services Interactive Voice
Recognition Jérôme FERRE (SAPN)
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Mobile information services Interactive Voice
recognition
Contents

• User needs

• SAPNs IVR system

• Key Success Factors

• Conclusions

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Mobile information Services IVR system

• The Société des Autoroutes Paris Normandie (SAPN)
  wished to complete its portfolio of information
  delivery supports for its clients
• Requirements of the service
• From the end user perspective
• Personalised information
• Access information on demand
• Access to information independently of location
  and time.
• Intuitive communication mode
• From the road operator perspective
• Provide a timely response to information request
• Ensure safety conditions are respected
• Meet business case requirements of moderate costs
• Maximise benefit of commonly used devices such as
  (mobile) phones

User Needs
SAPNs IVR system..
Success Drivers
Conclusion
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Mobile information Services IVR system
User Needs

• Solution
• Provide a telephone service,
• accessible from either fixed lines or mobiles,
• associated with Interactive Voice Recognition,
• permanently available through shared revenue
  0892 XX XX XX number
• Intuitive communication mode
• Economic model is well known
• Voice and telephone services are well received by
  users and tend to become a primary Customer
  Relations service (Virtual offices of France
  Telecom, French Railways, Banks, Weather
  forecasts)

SAPNs IVR system..
Success Drivers
Conclusion
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Mobile information Services IVR system
User Needs
SAPNs IVR system..
Success Drivers

• Available Information
• A13, A14, A29 motorways
• Real-time information
• (events and network conditions)
• Most relevant travel times
• Long term traffic and congestion forecasts
• IVR information is classified by
• motorways
• direction of traffic
• date (for forecasts only)

Conclusion
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Mobile information Services IVR system
User Needs

• IVR Architecture
• Information is collected by SAPNs TIC
• Information is formatted to XML files
• Information is transferred every 3 minutes to the
  IVR host system
• The IVR processes requests for information based
  on the identification of keywords
• The IVR system delivers information by assembling
  pre-recorded words according to XML files
  content.

SAPNs IVR system..
Success Drivers
Conclusion
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Mobile information Services IVR system

• Service benefits
• Frequency of updates
•  Multi-concepts  feature allows the detection
  of several keywords as short-cuts to desired
  information
• Option for users to pause and resume later
  (Pause keyword)
• Identification of calls originating from mobiles
  or fixed phones enables the delivery of a special
  safety message
• No artificial voice
• Auto adaptative system (provides advice to the
  user on the most efficient way to get to
  information)
• Content can be administrated by SAPN
• Flexible architecture allows service to evolve
  according to user needs and operational feedback

User Needs
SAPNs IVR system..
Success Drivers
Conclusion
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Mobile information Services IVR system
User Needs

• Main work packages
• 4 months IVR system development and
  customisation (ATOS)
• 2 months Information flow tuning (GTIE )
• Revenue shared between SAPN, IVR host (ATOS) and
  Telecom 0892 operator (France Telecom)
• User cost 0,34 per minute

SAPNs IVR system..
Success Drivers
Conclusion
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Mobile information Services IVR system
User Needs

• Key Success Factors
• Quality reliability of information
• Availability of information
• Ergonomic and interactive dialogue
• High keywords match rate
• Simple information management architecture
• Voice Recognition quality
• Solid recognition capabilities
• Noise cancelling/filtering
• Response sound quality similar to voice

SAPNs IVR system..
Key Success Factors
Conclusion
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Mobile information Services IVR system
User Needs

• SAPNs IVR is the first such system developed for
  traffic and motorway information
• Possible evolution
• Creation of vocal information portals
• Integration of alternative languages
• Integration of caller location to provide
  additional levels of information and added value
  services
• Evolution to VXML as soon as the standard becomes
  stabilised

SAPNs IVR system..
Success Drivers
Conclusion