The UK on Hold (or Stuck in IVR Hell?)

16 Jan

Tonight Channel 4 is showing the programme: “Richard Wilson On Hold“, or as it would probably be dubbed “The UK stuck in IVR Hell“.

“From telephone car parking payment systems to supermarket self-service tills, Richard Wilson investigates the rise of automated services across Britain and puts the machines to the test”

 

Richard Wilson on Hold

Richard Wilson doesn't like to be on Hold (Copyright Glowfrog Studios)

 

This will probably put my profession to shame (even if the programme is only about waiting queues), but they would have a point, as there are some horrid voice recognition self-service IVRs out there! Watch it tonight, Monday 16 January 2012, at 8-9pm GMT on Channel 4, and check my update on here once I’ve watched it myself.

http://c.brightcove.com/services/viewer/federated_f9/86700592001?isVid=1&isUI=1&publisherID=1213940598

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2011 in review – not bad again!

2 Jan

Happy New Year!

Well, 2011 wasn’t bad (see below), so expectations are high for 2012!

The WordPress.com stats helper monkeys prepared a 2011 annual report for this blog.

Here’s an excerpt:

A New York City subway train holds 1,200 people. This blog was viewed about 5,500 times in 2011. If it were a NYC subway train, it would take about 5 trips to carry that many people.

Click here to see the complete report.

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A speech recognition user interface works when it … disappears!

25 Oct

Today is a big day for me! I’m finally getting to meet in person one of the Coryphées of the VUI Design World (even though as far as I know he’s not a ballet dancer), Bruce Balentine of the Enterprise Integration Group (EIG).  Bruce is the author of one of the best books ever written on IVR / Speech applications / Voice User Interface Design, It’s Better to Be a Good Machine Than a Bad Person – Speech Recognition and Other Exotic User Interfaces at the Twilight of the Jetsonian Age.

Apart from the ingenuity of the title itself, encapsulating the golden rule of good user experience / usability design, you can readily see to what great lengths Bruce has gone to serve his pearls of design wisdom in a most humourous and utterly witty way. This doesn’t in any way decrease in the least the importance, relevance and truthfulness of his observations and recommendations. Bruce is a veteran designer and he has seen it all before, from the excitement and optimism to the disappointment and pessimism, to the final destination, design realism:

First we tried to make them human. Now it’s time to make them work 

To get a flavour of the type of UX design advice and messages conveyed in the book, here’s an extract from Chapter  132: Will Speech Technology Ever Work? (pp. 393-395 in my 2007 edition):

In closing, I must ask the question. Will it ever work? And, of course, the answer is, yes. Speech recognition—and its related technologies (e.g., speaker verification, text-to-speech, audio indexing, speech data mining, dictation) will work. Indeed they already do. They will fill their respective application niches almost completely. And, in fact, the majority will do so quite soon. What will change is the definition of “work”.

Speech recognition is primarily a user interface technology*. As such, it works when it disappears. It’s really that simple. When the users are not thinking about the user interface, but instead are accomplishing the task to which they are connected by the user interface, then and only then can the interface be said to be “working.” We have to stay on message with this fundamental fact if we are ever to succeed at bringing speech to the performance level where we can legitimately claim that it “works.”

True words!!! As a bonus,  Leslie Degler’s illustrations perfectly complement and enhance the messages conveyed in the text, once again in the wittiest and most original manner.  Buy this book ASAP! After all, if you don’t agree with its theses, you can always return it. All you need to do is:

Write out in longhand, on a separate page, “I,” and add your name, “agree that there’s not a chance in Hell any refund will ever come of this claim.” Label this statement as your “declaration.”  

After you have received your refund, we’ll call you with an outbound IVR that asks you several hundred thought-provoking questions about your customer experience. We value your opinion—please give us your most honest and spontaneous responses. We’ll do our best to recognize them

It says it all really! :)

To date, I have only met Bruce virtually, through Skype calls and the Creative Speech Technology Network (CreST) of which we are both members, and I can already tell he is a very funny, witty, creative (musical!),  interesting, as well as intelligent person. So I can’t wait to meet him in person later today and hear some more fascinating stories and hilarious anecdotes from the world of speech recognition application design, voice interface usability and technology abuse!

UPDATE:

I went (to the dinner with Bruce) and (was) conquered by the brilliance and witticism of the man! I got my long-awaited autograph in his book too, as I can now prove!

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Human-Machine Interaction in Translation (NLPCS 2011)

21 Aug

For a few years now I have been in the Programme Committee of the International Workshop on Natural Language Processing and Cognitive Science (NLPCS), organised by a long-time colleague and friend, Dr. Bernadette Sharp from Staffordshire University. The aim of this annual workshop is “to bring together researchers and practitioners in Natural Language Processing (NLP) working within the paradigm of Cognitive Science (CS)“.

The overall emphasis of the workshop is on the contribution of cognitive science to language processing, including conceptualisation, representation, discourse processing, meaning construction, ontology building, and text mining.”

There have been NLPCS  Workshops in Porto (2004), Miami (2005), Paphos (2006), Funchal (2007), Barcelona (2008), Milan (2009) and Funchal (2010).

Copenhagen Business School

Copenhagen Business School

This year’s 8th International NLPCS Workshop just took place this weekend in Copenhagen, Denmark (20-21 Aug 2011). The Workshop topic was: “Human-Machine Interaction in Translation“, focussing on all aspects of human and machine translation, and human-computer interaction in translation, including:  translators’ experiences with CAT tools, human-machine interface design, evaluation of interactive machine translation, user simulation and human factors. Thus, the topics were approached from a number of different perspectives:

  • from full automation by machines for machine (traditional NLP or HLT)
  • semi-automated processing, i.e. machine-mediated processing (programs assisting people in their tasks),
  • but also simulation of human cognitive processes

I had the opportunity once again to review a few of the paper submissions and can therefore highly recommend reading the full Proceedings of the NLPCS 2011 Workshop that have just been made available.

I found particularly interesting the following 3 contributions:

  • Valitutti, A. “How Many Jokes are Really Funny? A New Approach to the Evaluation of Computational Humour Generators”
  • Nilsson, M. and J. Nivre. “Entropy-Driven Evaluation of Models of Eye Movement Control in Reading” 

and

  • Finch, A., Song, W., Tanaka-Ishii, K. and E. Sumita. “Source Language Generation from Pictures for Machine Translation on Mobile Devices”

Enjoy!

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Speech Interaction on Mobile Devices at SpeechTEK 2011 (New York)

7 Aug

Today sees the launch of the Joint AVIxD / IxDA Workshop on Speech Interaction on Mobile Devices that kick-starts the mother of Voice Solutions Fairs, SpeechTEK 2011 in New York next week (8-10 Aug).

AVIxD

AVIxD is the Association for Voice Interaction Design, a professional organisation that aims to

“eliminate apathy and antipathy toward the need for good design of automated voice services”, 

which has become my favourite VUI mantra!

IxDA is the Interaction Design Association, a much bigger professional “un-organisation” which  intends to:

“improve the human condition by advancing the discipline of Interaction Design”

A very worthy cause indeed, especially since it is true that “the human condition is increasingly challenged by poor experiences. “!

IxDA

Today’s Joint Workshop in New York aims to bring together interaction design practitioners from across the voice, interactive, and digital areas to identify the issues and challenges involved in  speech interaction design on mobile devices, such as smartphones and tablets, and to come up by the end of the day with ways to approach them or even tackle them. A very ambitious format that, however, really does work!

AVIxD organised another Workshop this year on Cross-linguistic & Cross-cultural Voice Interaction Design, which was also the 1st European Workshop, just before SpeechTEK Europe in London this May past. See what we all came up with in those 6 hours in the SpeechTEK Europe PDF presentation below.

And if you don’t manage to take part in today’s workshop, make sure you go to the SpeechTEK Conference and Exhibition itself that starts tomorrow and runs until Wednesday the 10th. Listen to presentations and see or even try for yourself market-ready products relating to:

  • multimodal applications
  • cross-channel applications
  • speech analytics
  • speaker identification and verification
  • in-car systems
  • natural language and say-anything technologies
  • speech translation
  • voice-enabled personal assistants
  • as well as the latest speech recognition techniques and technologies

I particularly recommend the Keynote Panel on “Mobility — A Game-Changer for Speech?” on Tuesday on how smartphones are dramatically changing how customers interact with businesses and with the devices themselves. Some really interesting issues and questions will be raised, such as:

* How voice user interfaces will be integrated with graphical user interfaces?

or

* Will users embrace voice as they have embraced keypads on mobile devices? 

Sadly I am in the UK today and next week, so I’m going to miss it all. But if you are lucky enough to be in or near New York, make sure you go and enjoy!

SpeechTEK 2011 New York

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What to do after a PhD? (University of Manchester Pathways 2011)

10 Jun

Today, Friday 10th June, I am taking part again in the University of Manchester’s PATHWAYS 2011 Career event for PhD students and Research Staff.

The event takes place over three days and is designed to support delegates in making career choices, exploring future plans and discovering the breadth of opportunities available to them.

Over the three days, Pathways comprises:

I am one of the 77 Panelists who will address questions such as:

  • At what point in your PhD did you / should you really begin to think about the next step in your career?
  • How did you decide on which careers to follow – what other careers did you consider or would you consider as a next step?
  • What other jobs do you know of which have been filled by PhD researchers?
  • How did you / should PhD researchers go about the process of looking for employment?
  • How did you / would you successfully market a PhD to potential employers?
  • How are PhD researchers perceived in the job market?
  • At interview what types of questions were you / could you be asked about your PhD?
  • What was your first job after your PhD?
  • How did you find that job?
  • Was that job what you expected? What was different?
  • Did you use the skills / knowledge from your PhD in your first job / in your current role?
  • What did you learn during your PhD which was useful in your first job?
  • Is there anything you learnt during your PhD which you use in your current job?
  • Is there anything you wish you had learnt or done during your PhD which would have helped your career?

I really enjoyed being a Panelist last year, as you will witness from my older blog post: “The Loneliness of the long-distance … VUI Designer!“. So  I am really looking forward to sharing some insight this year again into the world of Industry, the thrills and perils of start-ups, the luring flexibility of freelancing, and the dos and don’ts of Project Management.

P.S. Not sure who added those 2 extra lines in my profile that don’t make sense with the rest but it wasn’t my fault!

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SpeechTEK Europe 2011 – The Voice Solutions Showcase

20 May

(update at the end)

SpeechTEK Europe 2011 takes place in London next week (25 – 26 May 2011, Copthorne Tara Hotel, London, UK) and I am participating very actively! Firstly, I am co-chairing the Workshop on Cross-linguistic & Cross-cultural Voice Interaction Design organised by the Association for Voice Interaction Design (AVIxD). I have already written a blog post on that. Then, I will be presenting the outcome of our discussions at the Workshop in the Main SpeechTEK Conference itself, on Wednesday 25th May (2:45 p.m. – 3:30 p.m) during Session B104: Speech organisations speak out. It should be a challenge as the Workshop runs from 1-7pm the previous day, so I will have a very busy evening after dinner trying to prepare a coherent and comprehensive presentation!!

And finally, on both days of the Main Conference (Wed 25 – Thu 26 May), I will be holding the free consultancy one-to-one appointments in the context of the brand new for this year Meet the Consultants Clinic.  I am one of the “5 global speech tech experts” available “to discuss your speech tech needs and challenges“. Maybe you need to check out my older blog post on speech recognition (for dummies!) to get an idea of what I will be chatting about with everyone. You may also want to check out my presentation slides from last year and from 2007. Get them from these older blog posts: ““The Eternal Battle Between the VUI Designer and the Customer“ and “Does Your Customer Know What They are Signing off??“. Although you do need to pre-book, these appointments are free for registered conference delegates or Expo visitors, so I’m looking forward to meeting some of you in person!

There’s still time to sign up for the SpeechTEK Europe Conference and Free Entry Expo. Use the following link to register and we’ll see you in London next week! http://www.speechtek.com/europe2011/Registration.aspx

Here’s a quick round-up of what’s happening:

  • Conference Keynotes by Google‘s Engineering Director, Dave Burke, who tells SpeechTEK Europe about Google’s plans for cloud-based speech recognition, and Professor Alex Waibel who describes and demonstrates how speech technology is helping to overcome language and cultural barriers. Free entry for Expo visitors too.
  • Learn from over 50 global expert speakers sharing their experiences – both good and bad – and enabling you to build the ultimate multimodal experience for your customers, saving you money and improving your service.
  • Network with colleagues from all over the world, who have already implemented successful strategies. Companies attending include ABN Amro Bank, Apple, Barclays Bank, Microsoft, Orange, Lloyds Bank, Dell, Cap Gemini and more.
  • Identify, evaluate, integrate, and optimise the latest speech technology solutions from world-leading providers at SpeechTEK Europe’s Expo.

SpeechTEK Europe features over 50 speakers from around the world, and from a wide range of business environments including Google, Barclays Bank, Deutsche Telekom, Nuance, Loquendo, Openstream, Voxeo, Belgian Railways, Telecom Italia, Cable & Wireless, and Westpac.

LEARN ABOUT

Business strategies – Speech biometrics – Multichannel applications – Multilingual applications – Multimodal applications – Assistive technologies – Analytics and Measurement – Voice User Interaction design – Speech application development tools and languages – Case studies, panel discussions and more …

UPDATE

SpeechTEK Europe 2011 has come and gone and I’ve got many interesting things to report (as I have been tweeting through my @dialogconnectio Twitter account).

But first, here are the slides for my presentation at the main conference on the outcome of the AVIxD Workshop on Cross-linguistic & Cross-cultural Voice Interaction Design organised by the Association for Voice Interaction Design (AVIxD). I only had 12 hours to prepare them – including sleep and London tube commute – so I had to practically keep working on them until shortly before the Session! Still I think the slides capture the breadth and depth of topics discussed or at least touched upon at the Workshop. There are several people now writing up on all these topics and there should be one or more White papers on them very soon (by the end of July we hope!). So the slides did their job after all!

Get the slides in PDF here:  Maria Aretoulaki – SpeechTEK Europe 2011 presentation.

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FutureEverything 2011 – The Future is now (here in Manchester!)

12 May

Today saw the launch of the very interdisciplinary (some would say “transdisciplinary” even) FutureEverything Festival (previously Futuresonic) , a long-running and world-renowned annual Conference and Festival of Technology and Innovation, Art and Music running from the 11th to the 14th May in Manchester , UK (@FuturEverything #futr).  Apart from the annual May events,

FutureEverything creates year-round Digital Innovation projects that combine creativity, participation and new technologies to deliver elegant business and research solutions.   In 2010 we launched the FutureEverything Award, an international prize for artworks, social innovations or software and technology projects that bring the future into the present.

I have always made a point to attend at least one music or art event every year since 2007 (when the Festival was still called Futuresonic) and I have always been particularly interested in the forward-thinking Digital Technologies Conference.  So I was over the moon when I was invited to participate in the Conference and informally share my words of wisdom on speech and language technologies for emotional computing. Armed with my complimentary Festival Pass, I am now really looking forward to 2 days (Thu 12 – Fri 13 May 2011) packed with presentations, discussions and debates on: Urban Games and Virtual Identities, Robots  and Smart Cities, open data and participatory democracy. community-serving Geeks and Hackers, Open source software and citizen inclusion, and one of my favourites, emotional computing: making human-computer interfaces personable, engaging and persuasive and interaction with them more intuitive and even fun.

The FutureEverything Conference is brainstorming on a massive scale. Combined with all the live Twitter updates and feeds, it is going to have once again viral impact worldwide with the novel, brave and infectious ideas that will be coming out of it and around it. At the same time, the use of dynamic and democratic microblogging will allow massive participation to the Conference by people on both sides of the Atlantic who are not physically present but are still listening and virtually and remotely contributing their feedback and ideas. In fact, the FutureEverything Festival and the Conference are quintessential instantiations of the perfect balance of online – offline, virtual and real, local and remote, one-to-many / many-to-one broadcasting. And I’m right in the middle of this awesome time-space continuum (May 2011 in Manchester UK)! :)

Update (Sun 15 May):

There is now a FutureEverything Festival Portal with a compilation of blog posts, photos, audio, video and more related to the 4 days of the Festival and Conference. Check it out here: http://www.fe-2011.org/

I will also be adding my feedback on what I heard at the Conference in the next couple of days.

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TECHGRUMPS: technology addictions & the rise of a new social (un)conscience

26 Apr

On Easter Sunday (24 April 2011), I was happy and honoured to take part in the live recording of the latest TECHGRUMPS podcast, Techgrumps 27: Non geeks go raw like sushi (sic!).  80 minutes of whinging about the latest technology trends, as well as the uses of said technology.

My contribution to the grump world is complaining about the social terror of checking your smartphone notifications every 5 minutes, whatever the (social) context, and the de facto new social media exhibitionism regarding all facets of your personal life through the various social media (a stark contrast to my earlier blog posts on the Social Media Scenes in Manchester and London!). Hear me from the 10th to the 32nd minute complain about:

  •  people spending more time updating their current location and taking photos and videos at a gig rather than dancing, singing and enjoying said gig (check the phone screens in the two photos below I took from a Jamiroquai gig earlier this month)

Jamiroquai at MEN Arena Manchester (19 Apr 2011)

Jamiroquai at MEN Arena Manchester (19 Apr 2011)

  • people checking their Facebook or Twitter notifications on their phone in the middle of a philosophical conversation (usually initiated by the person without a smartphone ;) )
  • people checking their phone every 5 minutes in the middle of a film at the cinema, just in case someone has texted them or has posted a witticism on Twitter or Facebook (and that’s even when the film is NOT horrible)
  • people needing to offload very personal information and details on their daily routines every hour of the day on their wide social media audiences, which consist mainly of remote acquaintances rather than close friends (who are usually not remotely interested in said details either)

This excessive notification checking, irrespective of the current social situation, is of course partly due to the availability of the technology itself, i.e. integration of Facebook or Twitter on your phone, internet on-the-go, dedicated notification sounds for texts, Facebook, Twitter, chat etc. So, in all fairness, it is hard not to check your phone when you do get a notification (sound). For all you know, it could be a missed call from a loved one who has been in an accident, or an email confirming that new contract. Nevertheless, it seems that we are all sucked up in a world of instantly available information and an overflow of personal and less personal data that we don’t seem able to escape from. As a result, we are missing the NOW, the experience of the current moment and of the person(s) standing opposite us in real life. This obsessive behaviour can be construed as  rude and anti-social by the people in the immediate surroundings not checking their phones, but – more than anything – it indicates a shift in general social conscience and social mores, whereby the remote online acquaintance in the US you have never met in your life  is allocated by default the same or more (potential?) value than the close offline friend sitting next to you here and now. So new types of shallow relationships are cropping up. Whether someone has retweeted you is becoming more important than whether someone actually lends an open ear to you at a cafe to discuss your problems over a cup of  coffee.

This need to connect and be “approved” by as many people as possible, whether real close friends, Facebook “friends” or Twitter followers you are not even remotely interested in, must have its roots at the basic human need for love, approval and the sense of belonging (in the right groups). Still, it seems that our whole lives are run by this new need for exhibitionism and we are practically controlled indirectly by our ubiquitous and international audience who is or may be reading.

Having suffered the social media notification terror myself when sitting at my laptop, I refuse to use that functionality or indeed the internet on my (admittedly palaeolithic) phone.  Even the thought of getting a free smartphone scares me! My time when I’m away from my laptop is my treasured time OFFLINE and I want it to remain that way! I have already spent thousands of invaluable hours chained to my laptop obsessing over emails and notifications in the past 20 years, hours that have been sadly subtracted off MY LIFE! So this is not a rant about Social Media – which often really help in the democratisation of Governments, processes and opinion. This is a rant about Social Media abuse and their infliction onto others as well as onto ourselves.

It sounds very heavy but the whole podcast is actually full of witty jokes and hearty laughter! And there are several more techy topics covered, as you can see on the podcast page: from the “native” IE to Firebug, Wikimedia, LaTeX, and the latest iphone personal information storage scare.  Enjoy!

Techgrumps 27: Non geeks go raw like sushi

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Inspirational Manchester women

12 Apr

March was a very inspiring month!

Already on the 4th, I was most honoured and really proud to take part in the photoshoot marking the 100th anniversary of  International Women’s Day (IWD) (@IWDphotoshoot and @ManchesterIWD on Twitter). The event was organised by Emma Beck of Lollipop PR (@lollipopprlady) and Naomi Timperley (@naomitimperley) of Social Media Boom and Baby Loves Disco with the aim to “bring together a group of ‘Women Who Impact’ from all walks of life, to launch the IWD programme with a group photograph at Manchester Town Hall.

International Womens Day - 100th anniversary

On that freezing cold but gloriously sunny Friday, I stood on the steps of Manchester Town Hall for a non-glamorous but still exciting and exhilarating photoshoot. There were a few famous women among us, as it has been reported in the print and online media (such as Manchester Evening News and Inside the M60), but most of us were less-known business women, Academics or Creatives who keep on keeping on! So I felt incredibly honoured to have been invited in the first place and of course to be photographed next to some of the “City’s Top Women”, “inspirational” “luminaries” who “impact”! I guess my long association with automatic speech recognition and voice-enabled IVRs can get me anywhere :) And having my own consultancy nowadays also got me the baptism of fire in the Business world.

Here is a representative photo of all 50 of us (I’m in the front row, 5th from the right, the one with the beige coat on)

50 of Manchesters Top Women :) (photo as appeared in "Inside the M60")

Some of the inspiring women I personally met there were:

  • Dr Marieke Navin (@lisamarieke), Particle physicist turned science communicator at the Museum of Science and Industry (MOSI) here in Manchester (seen here in the 2nd row, 3rd from the right)
  • Dr Manjir Samanta-Laughton (@drmanjir), medical doctor turned author of “Punk Science” (seen at the back next to the woman with the white hat)
  • and Gráinne McElroy (@DemWorkingMum), Technology Research Analyst and self-professed geek, who got me in touch with the organisers of the photoshoot (Thank you!) (seen here in the 2nd row, 4th from the right, just behind me and to my left)

Despite the still lingering euphoria however, I agree with Coun Suzanne Richards, Manchester Council’s lead member for women (quoted from M.E.N.):

“We still need more women politicians, we still need more women in the board rooms.

In fact, I suspect that having more women politicians could be the solution to many of this and other countries’ socio-economic problems!!

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