HEX Travel Agent

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HEXTravel Agent

• Thorarinn Stefansson
• CEO Hex software

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Overview
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What is an Hex Agent

• Authoring system
• Author writes the text that the agent should say
• Author handles likely responses
• Dialog control is automatic
• Grammar is generated based on expected reply from
  user
• Some grammar is customized
• Dialog flow is automatic

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How is it used?
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Technical Details

• Client Server based system
• Dialog control
• Context handled by a state machine
• Fuzzy logic used to select the next response and
  generate the grammar
• The next response of the user is expected to be
  based on the current context or a new topic

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What Problems Does it Solve?

• The dialog is authored not programmed
• It is easier to handle complex conversations
• Connections to third party systems and advanced
  features are handled separately server side

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The Data
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Experience

• Biggest newspaper in Iceland
• Most frequented web site
• Phone-based news service
• 10 sub-categories
• Content retrieved via http
• DTMF based input
• TTS based output
• Effort for trial 201 hours
• Current 400 hours

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Travel Information

• Hex is about to launch a unique tourist
  information service in Iceland
• There will be one 4 digit phone number for all
  travel information
• It will bring together information from many
  different sources

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The Sources

• Whats On
• Event calendars
• What can I do tonight?
• Hotels
• Where can I stay?
• Restaurant Guides
• Where is the nearest Italian Restaurant?
• Activities
• Where can I go Whale Watching

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The Sources

• Vegagerdin
• Road Conditions
• Traffic Information
• Weather
• Route information
• How do I get there
• Where is the nearest Gas Station

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The Sources

• Currency Converters
• How much is ISK 12450 in ?
• Local Guides
• Walking tours
• Historical tours
• Eco-tours

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The Sources

• The tourists themselves
• TravelBlog by phone
• Attached ratings
• Attached pictures
• After-sales service

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Available Sources

• All of these sources are available in all Nordic
  countries
• Language support exists for all Nordic Languages
• Uses Nordic technologies

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The Tech Environment

• The HEX Agent server runs the agent
• J2EE Application Server based
• A Voice Server is needed to connect to the
  telephony system
• We recommend PipeBeach SpeechWeb 2.3, but any
  VoiceXML 2.0 compliant Voice Server can be used
• Voice Server can use Text-to-Speech or Recordings
• Available in most languages (all Western
  European)
• The Voice Server needs a VoIP gw for the physical
  connection to the telephony network
• CISCO VoIP gw, or any H.323/SIP compliant gw.

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OAM

• All user interactions are logged in the HEX Agent
• All sessions are logged in the Voice Server
• Voice Server, Application Server and HEX Agent
  Server provide SNMP traps
• Voice Server and HEX Agent provide customizable
  CDR output on transactions
• HEX Agent can handle external authentication
  before providing access to service if needed

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We Build Character

• Thorarinn Stefansson
• CEO Hex software