Work Plan‎ > ‎

System Integration and Evaluation

Objectives

  1. Specify the user requirements and overall architecture of the SpeDial platform.
  2. Integrate the analytics and SDS enhancement modules into the platform.
  3. Enhance and customize existing speech services using the SpeDial platform.
  4. Evaluate the platform and services.

    Description of Work

    • Task 4.1 User and system requirements [TSI-TUC, all] First the user requirements for IVR analytics and speech service enhancement platform will be collected for the call-center scenario for the following domains: telecom, finance, health customer service. These requirements will be used to drive the design of the platform, as well as, the design of the interfaces for service doctoring. Domains, languages and speech services that will be supported in SpeDial will be defined in this task.
    • Task 4.2 IVR analytics module [VoiceWeb, all]The best performing algorithms from WP2 will be selected and integrated into the IVR analytics module of the SpeDial platform. An interface for monitoring the speech analytics metrics will be developed. An API for communicating with the speech enhancement module will be defined.
    • Task 4.3 SDS enhancement and customization module [NuEcho, all] The best performing algorithms from WP2 will be selected and integrated into the SDS enhancement and customization module of the SpeDial platform. Emphasis will be placed on the service-doctoring interface for speech service developers.
    • Task 4.4 SDS service doctoring for end-user customer [VoiceWeb, NuEcho] At least two end-user customers will be identified in the telecom, finance or health care domains (customer care applications) that have already deployed services with the SMEs and wish to enhance the KPIs for these services. We will demonstrate the efficacy of the platform by reaching the key KPIs. The effort/time allotted will be estimated with/without using the platform to measure the performance in Task 4.5.
    • Task 4.5 Evaluation of platform and services [VoiceWeb, all] The platform and services will be evaluated based on the KPIs and metrics set out in Section 1.2. The evaluation will focus on KPI improvement, development time/effort and end-user satisfaction. The algorithms developed in WP2&3 will be also evaluated and the best-performing algorithms will be selected by the SMEs to be included in the platform.

    Deliverables

    • D4.1 Interim Report on Platform Integration and Evaluation (M12)
    • D4.2 Platform Release and User Manual v.1 (M18)
    • D4.3 Final Report on Platform Integration and Evaluation (M24)
    • D4.4 Platform Release and User Manual v.2 (final) (M24)