Tag Archives: EU

My baby, DialogCONNECTION, is 11!

4 Dec

This week, my company, DialogCONNECTION Limited, turned 11 years old! 🎉 🥂 😁

It feels like yesterday, when in December 2008 I registered it with Companies House and became Company Director (with multiple hats).

My very first client project was for the NHS Business Authority on their EHIC Helpline (which hopefully will survive the Brexit negotiations). Back then, whenever I was telling anyone what my company does (VUI Design for Speech IVRs), I was greeted by blank stares of confusion or incomprehension. It did feel a bit lonely at times!

Many more clients and thousands of long hours, long days and working weekends since, here we are in December 2019 and I suddenly find myself surrounded by VUI Designers and Voice Strategists who have now seen the potential and inescapable nature of speech interfaces and have followed on my footsteps. I feel vindicated, especially since I started in Voice back in 1996 with my Post-Doc in Spoken Dialogue Management at the University of Erlangen! 😎 (Yet another thing I’m hugely grateful to the EU for!)

We started with Voice-First VUI Design back in 1996, well before Samsung’s BIXBY (2017), Google’s ASSISTANT (2016), Amazon’s ALEXA (2014), Apple’s SIRI (2010) and even before the world started using GOOGLE for internet searches (1998)!

http://dialogconnection.com/who-designs-for-you.html

It’s quite frustrating when I realise that many of these newcomers have never heard of an IVR (Interactive Voice Response) system before, but they will eventually learn. 🤓 In the past 25 years it was the developers who insisted could design conversational interfaces without any (Computational) Linguistics, Natural Language Processing (NLP) or Speech Recognition (ASR) background and didn’t need, therefore, a VUI Designer. And we were an allegedly superfluous luxury and rarity in those times. In the past couple of years it’s the shiny Marketing people, who make a living from their language mastery, and the edgy GUI Designers, who excell in visual design and think they can design voice interfaces too, but still know nothing about NLP or ASR.

What they don’t know is that, by modifying, for instance, just the wording of what your system says (prompt tuning), you can achieve dramatically better speech recognition and NLU accuracy, because the user is covertly “guided” to say what we expect (and have covered in the grammar). The same holds for tuned grammars (for out-of-vocabulary words), word pronunciations (for local and foreign accents), tuned VUI designs (for error recovery strategies) and tuned ASR engine parameters (for timeouts and barge-ins). It’s all about knowing how the ASR software and our human brain language software works.

Excited to see what the next decade is going to bring for DialogCONNECTION and the next quarter of a century for Voice! Stay tuned!

Towards EU collaboration on Conversational AI, Data & Robotics

22 Nov

I was really interested to read the BDVA – Big Data Value Association‘s and euRobotics‘ recent report on “Strategic Research, Innovation and Deployment Agenda for an AI PPP: A focal point for collaboration on Artificial Intelligence, Data and Robotics“, which you can find here.

Of particular relevance to me was the Section on Physical and Human Action and Interaction (pp. 39-41), which describes the dependencies, challenges and expected outcome of coordinated action on NLP, NLU and multimodal dialogue processing. The associated challenges are:

  • Natural interaction in unstructured contexts, which is the default in the case of voice assistants for instance, as they are expected to hold a conversation on any of a range of different topics and act on them
  • Improved natural language understanding, interaction and dialogue covering all European languages and age ranges, thus shifting the focus from isolated recognition to the interpretation of the semantic and cultural context, and the user intention
  • Development of verbal and non-verbal interaction models for people and machines, underlining the importance of gestures and emotion recognition and generation (and not only in embodied artificial agents)
  • Co-development of technology and regulation to assure safe interaction in safety-critical and unstructured environments, as the only way to assure trust and, hence, widespread citizen and customer adoption
  • The development of confidence measures for interaction and the interpretation of actions, leading to explanable AI and, hence, improved and more reliable decision-making
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You can find the excellent and very comprehensive report here.