Note: Descriptions are shown in the official language in which they were submitted.
CA 02737850 2011-07-29
WIRELESSLY DELIVERED OWNER'S MANUAL
FIELD OF INVENTION
[0002] The present invention pertains to a method of delivering vehicle
owner's manual information wirelessly to the vehicle operator. More
particularly, the
present invention pertains to a method of detecting vehicle operator requests
by use
of an automated voice recognition system at a remote data center (DC) and
delivering the requested information wirelessly to the operator of that
vehicle. The
vehicle operator hears voice recordings that relate to the requested
information. A
voice user interface is utilized to request and manage the vehicle owner's
manual
information.
BACKGROUND OF INVENTION
[0003] As consumer vehicles such as cars and trucks become more
complicated, operation of that vehicle becomes less intuitive. Owners become
frustrated with traditional owner's manuals that are typically printed matter
in a
booklet form, some form of electronic archival media viewable with a computer
or
like device, or some form of audio-video presentation. This frustration
typically
results from an inability to find the answers to the questions posed.
Typically the
information is needed while operating the vehicle during times when access to
the
traditional owner's manuals described above is impossible, or at least unsafe.
For
instance, attempting to learn how to re-set the time on the digital clock
integrated
with the audio system on the dashboard often requires a vehicle owner to
survey a
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range of potential terms to describe the situation ¨ clock, time, audio
system, CD-
audio system. Figuring out how to make the cruise control work, while driving,
is
another example.
[0004] Today there is such an array of devices in trucks and cars that
driver
distraction is a major problem. Manipulating controls is enough of a problem
without
having to try to read a book while driving. Even with the advent of Telematics
systems in vehicles today there is not currently a service that is deployed
which
would solve the above-described problems. Thus, it would be a significant
advancement in the art to provide a menu-driven, automatic voice recognition
system at a remote data center that would deliver vehicle operator-requested
information from a database over a wireless link to the vehicle operator in a
hands-
free environment. The primary advantages of the remote data center are
flexibility
and cost effectiveness. Because the platform is off-board, the application can
easily
be modified without changing any in-vehicle hardware, or software. Such
flexibility
allows for user personalization and application bundling, in which a number of
different applications are accessible through a voice main menu. In terms of
cost,
server-based voice recognition resources can be shared across a large spectrum
of
different vehicles. For example, 48 channels of server-based voice recognition
can
accommodate over a thousand vehicles simultaneously.
SUMMARY OF INVENTION
[0005] Accordingly, the present invention is directed to a system and a
method of delivering vehicle operator-requested information from a remote data
center database over a wireless link. The information delivered would be in
response to voice-recognized menu selections made by the operator of the
vehicle.
The voice recognition system would be located at the remote data center. The
information delivered would be extracted from the database and delivered
verbally to
the operator of the vehicle. For vehicles with embedded telematics, diagnostic
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activity such as explaining the cause for a warning light to flash, or
actually setting
the clock to the correct time, are both examples of possible interactive
scenarios.
The user could ask about a flashing warning light, or ask the system to set
the clock,
rather than how to set the clock.
[0006] Wireless delivery of owner's manual information also helps
automobile
manufacturers and dealerships promote a vehicle's value-added features that
often
go unnoticed and unused by its owner. What could often be time-consuming for
dealers to explain, and vehicle owners to absorb, is now conveniently
accessible to
vehicle owners via voice-operation when they have time or when needed. Content
of
the e-owners manual also can be modified to highlight features the automobile
manufacturer would like to promote or customized to respond to questions
pertaining
to specific models or model lines. The diagnostic capabilities of embedded
telematics control units make vehicle service reminding very practical. An
owner
could access the e-owner's manual for any reason and be reminded that service
should be scheduled with his dealer.
BRIEF DESCRIPTION OF DRAWINGS
[0007] For a more complete understanding of the present invention, and the
advantages thereof, reference is now made to the following descriptions taken
in
conjunction with the accompanying drawings, in which:
[0008] FIGURE 1 is a schematic block diagram of the complete system
required to deliver owner's manual information from a database 21 located at a
remote site to the vehicle operator 10;
[0009] FIGURE 2 is a flow chart of a procedure 200 illustrating a typical
application of the system shown in FIGURE 1;
[0010] FIGURE 3 is a conceptual diagram of a typical automatic speech
(voice) recognition system; and
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[0011] FIGURE 4 is a conceptual diagram of an exemplary off ¨ board voice
recognition system.
DETAILED DESCRIPTION OF THE INVENTION
[0012] The principles of the present invention and their advantages are
best
understood by referring to the illustrated embodiment depicted in FIGURES 1 ¨
5 of
the drawings, in which like numbers designate like parts.
[0013] Referring to Fig. 1, when the vehicle operator 10 desires
information
about the vehicle, a wireless communications link is initiated to the remote
data
center 19. This could be accomplished in a number of ways such as a spoken
command in the vehicle or pressing a button. Communication is established and
the
Vehicle operator 10 speaks a command into the hands-free microphone 11 located
in
proximity to the vehicle operator 10. The vehicle operator's spoken command
passes
over the wireless link 25 through the vehicle mounted wireless communication
module 14, through the vehicle mounted wireless antenna 15, through the
wireless
network's antenna 16 and wireless network base station 17, through one of many
telecommunications networks 18, and into the data center 19. From there the
voice
recognition unit 20 interprets the spoken command(s). The data center 19 then
reviews the results of the voice recognition unit's interpretation of the
spoken
command(s) and either provides the requested information from the database 21,
asks a question, or provides a menu of options. This response to the vehicle
operator is converted into speech and delivered back to the vehicle operator
10 over
the same wireless link 25. The speech audio is directed to the vehicle
speaker(s) 12
in a hands-free environment. The vehicle operator 10 can then select a menu
item,
request clarification, abort the thread, or command the system to perform any
number of tasks. The recognized command and the delivered responses actually
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comprise a dialog between the vehicle operator 10 and the data center 19. All
manner of information can be delivered to the vehicle operator 10 in this
manner.
[0014] Referring to Fig. 1, when the vehicle operator 10 desires
information
about the vehicle and the wireless communications link is initiated to the
remote data
center 19, diagnostic information from the telematics control unit 13,
embedded
within the vehicle, is transmitted to the remote data center 19. The specific
considerations in developing telematics ¨ based systems are discussed in
detail
below. Examples of relevant diagnostic information include engine warning
light
information, vehicle mileage, and vehicle speed. The off-board application is
capable
of explaining vehicle condition and needs, such as the need to schedule
maintenance. The off-board application can also request that the vehicle
remain
stationary while the vehicle operator performs certain functions that may
cause driver
distraction (e.g., the car should be stationary while setting the clock).
Furthermore,
the intelligence of the embedded telematics control unit 13 may allow for
automated
clock setting, in which the vehicle operator requests that the clock be set
automatically, without the delivery of detailed speech audio instructions that
would
otherwise be generated from the remote data center 19.
[0015] In some instances the vehicle operator 10 may want to speak to a
live
operator. This connection is initiated with a spoken command. The data center
then
routes the communications link to a live operator station 22. There a response
center
operator 23 can communicate with the vehicle operator 10 usually through a
vocal
headset 24. The response center operator 23 can then provide whatever services
the vehicle operator 10 requests. The response operator may have access to the
vehicle diagnostic information generated from the telematics control unit 13.
[0016] FIGURE 2 is a flow chart of a procedure 200 illustrating a typical
application of a wirelessly delivered user manual according to the present
invention.
On system initialization at Block 201, the vehicle operator 10 (i.e. the
caller) receives
an initial greeting, such as "Thank you for using owner's manual" from data
center 19
through an on ¨ board Interactive Speech Response Unit (ISRU), collectively
wireless communications module 14, telematics control unit 13, microphone 11,
and
CA 02737850 2011-04-15
speaker 12. At Block 202, data center 19 prompts vehicle operator 10, through
the
ISRU, to request the desired user manual information. A typical prompt can be,
for
example, "How can I help you?"
[0017] Vehicle operator 10 makes his or her selection vocally at decision
block
203. Typical information available in the active grammar can include, for
example,
information on such features as seat adjustment, headlamps, mirrors, climate
control, cruise control, radio, warning lights, and so on. Once the vehicle
operator 10
vocally makes a selection, data center 19 issues the first requested
instruction or
information from the user manual grammar through the ISRU at block 204a.
Vehicle
operator 10 is then given the opportunity, at decision block 205a, to request
playback
of the first instruction provided at block 204a, indicate that vehicle
operator 10 is
ready to receive further instructions, if any, or cancel the remainder of
procedure 200
entirely.
[0018] If vehicle operator 10 states that he or she is ready to receive
additional instructions, the dialog continues with similar request and answer
steps at
blocks 204b and 205b, for a second instruction. This process repeats n ¨
number of
times, until all n ¨ number of instructions requested by vehicle operator 10
have
been conveyed. For reference, two additional blocks 204c and 205c are shown in
FIGURE 2, although the number of iterations of blocks 204 and 205 will vary in
actual applications, depending on the amount of instructions requested by
vehicle
operation 10.
[0019] When the last instruction requested by vehicle operator 19 is
conveyed, at block 205c in the example of FIGURE 2, data center 19 sends
another
prompt at block 206, for example, 'Would you like information on another
feature?"
If vehicle operator 10 says yes, then procedure 200 returns to block 202 and
repeats
for a new feature of interest of the vehicle. Otherwise, at block 207, data
center 19
provides closing dialog, for example, "Thank you for using owner's manual.
Goodbye."
[0020] Telematics refers to "vehicle-centric services often based on
location."
Voice telematics is defined as the integration of telematics and interactive
voice
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technology. The basic concept is to use an audio interface to command the
performance of tasks while driving. For example, a driver or passenger simply
pushes a button and the system prompts to a spoken command such as "traffic
update" or "connect me to my dealer." Advantageously, driver distraction is
minimized because the driver's eyes can be kept on the road. A few
applications of
voice automation in the vehicle include: obtaining traffic reports, receiving
driving
directions, personal voice dialing, climate and radio control, obtaining
vehicle service
reminders, info-service call routing, as well as the interactive owner's
manuals
discussed above.
[0021] In applying telematics, a number of benchmarks must be considered,
including: (1) robust hands-free voice recognition accuracy - 95%; (2)
proliferation of
"thin-client" vehicles with off-board voice automation; (3) convergence of
embedded
and off-board voice solutions; (4) personalized user interfaces that adapt to
the
user's needs; (5) consistent, easy-to-use interfaces to minimize driver
distraction; (6)
low latency user experiences; (7) complete voice automated traffic and
navigation
(turn-by-turn); and (8) open standards architecture with multi-lingual support
[0022] The ultimate goal is to provide interactive voice recognition
applications
that approach human-to-human interaction. Notwithstanding, the hands-free
automotive environment is a very noisy, and the voice recognition technology
must
be optimized as much as possible. This problem presents some significant
challenges.
[0023] In an effort to achieve human-like interaction, a number of
strategies
must be implemented. The most important strategy involves analyzing audio
recordings of real user experiences. Once an application is deployed,
usability
studies are leveraged to improve the performance of the application, making it
easier
to use and more reliable. The efforts to reach the 95% accuracy target include
optimizing acoustic models, grammars, prompts, and various voice technology
parameters.
[0024] There are a number of components common to any automatic speech
recognition (ASR) system including acoustic models, grammars, and
dictionaries.
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Put simply, acoustic models represent "how" speech sounds in the target
environment, grammars represent "what" can be recognized during an
application,
and dictionaries represent the "way" words are to be pronounced.
[0025] For any given ASR technology, grammars and acoustic models must
be optimized with the goal of reaching 95% accuracy. As a general rule, if
humans
can understand a command or a structured utterance, then a properly tuned ASR
system should recognize it. There are no applications that are acceptable if
the
accuracy is low. Thus, the best way to improve accuracy is to use real-world
recordings to improve and test acoustic models and grammars. Other parameters
that deal with such things as speech end-pointing, barge-in, confidence
thresholds,
timeouts, and buffer sizing can also be optimized to improve accuracy.
[0026] ASR systems can be speaker-dependent or speaker-independent.
Speaker ¨ dependent systems require user training to create a working
vocabulary,
whereas speaker ¨ independent ARS systems require no user training. All ASR
systems base recognition on some form of matching spoken input to target
vocabularies. Acoustic models, grammars, and dictionaries (also called
lexicons)
are three components of an ASR system that are critical to recognition
accuracy.
Once the acoustic models are developed, grammars are enhanced frequently as
application performance is improved. Strategies for enhancing grammars are
based
on usability analysis which informs the dialogue designer what people really
say
during application usage.
[0027] Figure 3 is a conceptual diagram which illustrates various ASR
(voice
recognition) components, and in particular, acoustic models and grammars. In a
typical off-board telematics application, the user pushes a button that
initiates
communication between the vehicle and the call center where the recognition
server
resides. A "how may I help you" prompt is played inside the vehicle and the
user may
respond by saying "traffic please." The speech is transmitted as voice data to
the
call center where the speech processing begins. First, the utterance is
captured and
digitized if needed. Then, spectral analysis occurs and the speech is
automatically
segmented into its various phonetic units (analogous to pronunciations found
in
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common dictionaries). The phonetic units are matched against the acoustic
models
and classified accordingly. Grammar analysis typically results in the
identification of
what was spoken with an associated probability of being correct (low
probabilities
imply that something is out-of-grammar.
[0028] Acoustic models are statistical representations of phonetic sounds
that
are produced under specific environmental conditions. Phonetic sounds can be
thought of as sub-units of spoken words to be recognized by an ASR system. The
environmental conditions are characterized by numerous components, including:
the
microphone type and its placement, the surrounding acoustic media, audio
transmission properties, background noise, signal conditioning software, and
anything that influences the quality of the sound that the ASR system
processes.
Acoustic models are critical for high accuracy speech recognition, and in
reality,
accuracy can only be achieved with highly tuned acoustic models. Speech data
collections form the basis of acoustic models. Typically, thousands of
recordings
that represent environmental extremes of a target ASR environment constitute a
"good" speech data base.
[0029] Grammars are a set of rules that define the set of words and phrases
(a vocabulary) that may be recognized during voice applications. Typical
applications have several grammars such as yes/no, digits, street names, menu
items, and so forth. Only the necessary vocabulary is active at any point of
an
application call flow, to maximize accuracy. For example, digits wouldn't be
recognized during a yes/no query unless there is a special reason (not to
mention
that "oh" might be confused with "no"). Grammars that contain too many short
words
usually exhibit low accuracy because short words are more difficult to
recognize than
long, multi-syllabic words. As a rule, the longer the word, the more phonetic
content
available for distinguishing it from other words. An example of a tough
vocabulary is
the alphabet in which you have short sounds that rhyme with one another.
[0030] Grammars rely on dictionaries for pronunciation information.
Dictionaries are commonly referred to as lexicons. A lexicon is a collection
of words
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and their associated pronunciations in terms of phonetic transcriptions. Much
like a
common dictionary, pronunciation is specified by a standard symbol set.
[0031] Voice applications should be designed to accept common speech
responses from typical users. Multiple ways of "saying the same thing" must be
properly represented in the recognition grammars and associated lexicons. The
key
is to identify the words (or meanings) that may be spoken in more than one
way. For
navigation applications, street names are often pronounced in different ways
(e.g.,
Rodeo Drive) or even referred to by totally different names (LJB Freeway
versus
635).
[0032] To handle pronunciation variation, one must apply linguistics
knowledge to predict likely pronunciations, and then generate the
corresponding
phonetic transcriptions to be stored in a lexicon. The application needs to
translate
what was recognized into a specific meaning (different words, or multiple
pronunciations would map into the same meaning). As a simple analogy, when a
yes/no question is asked, the user may "mean" yes by saying "yes", "yep",
"ok",
"sure", and so forth. The application interprets each response as meaning yes.
For
street names, "LBJ Freeway" and "635" would both be contained in the grammar
and
would have the same meaning in the application.
[0033] Recognition accuracy is highly dependent on the size and difficulty
of
the recognition grammars. Grammar requirements need to be fully understood
before reliable estimates of accuracy can be made. For voice telematics,
directed
dialogues are usually used to encourage simple, easy-to-recognize responses
from
the user. For difficult recognition tasks, such as automated directory
assistance, it
may be practical to utilize spelling as part of the recognition strategy. In
addition,
confidence measures should be incorporated to determine the need for spelling
(or
repeating) on a per recognition basis.
[0034] For cases in which an utterance cannot be recognized automatically
(i.e., after all application strategies fail, including spelling), the call is
usually handed
over to live operator. Of course, operator hand-off is a design issue that
only applies
to off-board voice solutions. Interestingly, an unrecognized utterance could
be
CA 02737850 2011-04-15
listened to and understood by an operator without the caller knowing it, much
like
directory assistance applications. On the other hand, an entire call could be
handed
over to a live operator for the few cases in which voice automation is not
practical.
[0035] Voice automation in the vehicle can be achieved in a number of
different ways. The two primary architectures for voice automation are
referred to as
embedded solutions and off-board solutions. Embedded is the case where all
components of the application and speech technology reside within the vehicle.
Off-
board is the case where audio from the car is transmitted to a server located
in a call
center. There are hybrid solutions in which embedded systems are integrated
with
off-board systems. Additionally, there are distributed solutions where the
recognizer
is split so that back-end recognition processing takes place off board.
[0036] FIGURE 4 is a conceptual diagram illustrating the modular nature of
off-board voice application architectures. The communication device (e.g. a
cell
phone/modem) is located within the vehicle and is often configured in a hands-
free
microphone arrangement. The audio is transmitted over the public switched
telephone network (PSTN) and received within a call center via telephony
interface
cards, a main component of what is referred to as a Voice Gateway. Automatic
speech recognition (ASR), text-to-speech (US), and the voice browser
constitute
the other components of the Voice Gateway. The voice browser interfaces (via
the
internet) with the application server through VoiceXML. The application
generates
VoiceXML pages dynamically and handles the back-end data integration and
processing.
[0037] The advantages of an off-board voice solution are numerous, but for
telematics, the cost effectiveness of the so-called "thin-client" offering is
by far most
significant. Other advantages include flexibility, maintainability, and
scalability.
Disadvantages of an off-board voice solution include inconsistent audio
quality and
system latency. However, if the audio to be recognized is reasonably
intelligible to a
human, then a properly designed recognizer will perform adequately. There are
two
sources for application latency: connect setup time and delay during the
dialogue.
Both must be managed very carefully.
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[0038] Perhaps the most fundamental challenge in voice telematics is to
evolve applications into a personalized experience for the user by adapting
the
application to the user's needs. Applications where repeat callers are
expected (and
desired) can be designed so that prompts become shorter over time and the menu
selections become structured to reflect user preferences.
[0039] However, there is no guarantee that a new user (a spouse, for
example) will not begin using an application that has already adapted to
another
user. In some cases the application can be configured by voice to operate in
an
expert mode as opposed to adapting to user behavior automatically. The
possibilities span a wide range and strategies are still being evaluated. In
theory, the
application could detect the experienced user through a voice-print analysis,
but
application complexity and maintenance become new issues. The option of using
a
spoken password is another possibility.
[0040] The novice user has different needs than the experienced user. The
goal is to adapt the dialogue experience to match the user's needs. Starting
out, the
user should receive complete, detailed prompts with multiple easy ways to ask
for
help. As the user becomes more experienced, the prompts should become tailored
to the user's preferences, shorter, and perhaps incorporate barge-in (the
ability to
speak over prompts) as a feature where needed. It's been observed that repeat
users have higher success rates simply because the repeat callers know how to
use
the system (and they won't call back if the system doesn't work well for
them).
[0041] For small menus, where there are a limited number of choices, one
can
develop grammars that are robust, even for conversational responses. However,
for
large active vocabularies such as POls and street names, accuracy is severely
sacrificed at the expense of achieving user input flexibility (designing for
conversational responses). For large grammar sizes, the user should say only
what
needs to be recognized. Hence, dialogue design is critical and the prompts
should
lead the user. A dialogue design in which the main menu accepts conversational
responses is practical, as long as the grammar is based on a collection of
"real-
world" responses to well-designed prompts.
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[0042] For navigation applications, the whole issue of conversational user
interfaces becomes challenged by the well-proven human factors principle of
consistency. That is, the application must be consistent, and, for example, if
a user
can't be conversational during street name entry, then why should the user
expect to
be conversational during menu selection? Even in non-automotive environments
such as "normal" telephony applications, conversational statements are rarely
recognized with high accuracy when the active vocabulary is difficult (i.e.,
of high
perplexity). Audio recordings to facilitate usability assessment should be
used to
define better grammars, which will in some cases, include conversational
statements
(e.g., "please repeat that driving direction for me").
[0043] To summarize, the dialogue design needs to encourage simple
responses from the user. The user experience must be intuitive and easy
thereby
minimizing driver distraction. Conversational statements should be recognized
during the application, when necessary. Usability studies identify areas where
conversational grammars are required.
[0044] For voice telematics to be successful, recognition accuracy must be
high for both embedded and off-board solutions. Embedded solutions are "thin"
on
processing which makes accuracy a challenge for complex grammars. Off-board
solutions are "thick" on processing, but the audio quality may be insufficient
after
network transmission. Therefore two factors must be considered. First, should
digital
signal processing (DSP) software be provided inside the vehicle to improve
audio
quality for off-board ASR systems? Second, should the ASR process be split
between the vehicle and an off-board server? The latter is usually referred to
as
distributed voice recognition.
[0045] It is possible to provide complete off-board voice services without
the
requirement of on-board DSP software. Such voice services are in full
production
today. Although one may oppose "distributed voice recognition", certain on-
board
software could improve user experience by improving recognition accuracy and
barge-in performance. For generating prompts, there is not much to gain by
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incorporating special on-board software. The biggest issues with prompts are
consistency and quality, especially for cases in which text-to-speech is
required.
[0046] On-board DSP software designed to gain significant improvement in
voice recognition performance must accomplish two goals: (1) provide noise
cancellation at a stage prior to transmission of the audio signal; and (2)
reduce
acoustic echo produced within the vehicle to improve barge-in reliability. The
first
goal refers to improving the quality of the audio signal. Three properties
that
correlate to audio quality include: bandwidth (sample rate), signal-to-noise
ratio
(SNR), and signal distortion level. The second goal refers to the problems
that occur
when trying to talk over prompts generated by in-vehicle speakers that echo
back
into the hands-free microphone.
[0047] Recommendations for on-board software are based on the premise
that speech quality significantly impacts recognition accuracy. In particular,
speech
signals with SNRs below 10 dB are difficult to recognize with high accuracy.
In fact,
under moderate-to-severe driving conditions, far-field microphones tend to
produce
audio signals with SNRs below 10 dB. Therefore, on-board software should be
designed to improve audio SNR by conditioning the signal to reduce background
noise. In terms of audio quality, microphone technology is extremely
important, but
usually uncontrolled due to OEM cost restrictions. Low-cost microphones are
typical
in a vehicle environment, which makes software-based noise cancellation
desirable.
[0048] The concept of distributed voice recognition is to perform the
feature
extraction process on-board and transmit the feature information (analogous to
compressed speech) over the telephone network. One advantage is that a "clean"
analog speech signal is processed as though the entire recognizer were on-
board. If
the compressed representation of the speech signal is digitally transmitted
without
degradation, then overall recognition accuracy is optimized. In a thin-client
context,
cost can be another advantage. However, in addition to being a very complex
engineering implementation, distributed recognition is disadvantageous because
voice recognition algorithms are proprietary to the technology provider. In
other
words, there are no "standard" front-end processing algorithms.
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[0049] Microphone placement relative to the user's mouth is one of the most
important factors that influence recognition accuracy. Microphone properties
themselves certainly play a major role, but proximity to the user's mouth is
most
important, since spoken speech "fades" relative to background noise as the
distance
between the microphone and the user's mouth increases. As the fading process
occurs, the background noise becomes more dominant relative to speech, which
results in lower signal-to-noise ratios (SNRs). In general, accuracy is highly
correlated with SNR, and as SNRs approach 0 dB (i.e., speech levels equal
background levels), recognition rates degrade severely.
[0050] Usability analysis refers to any process that leads to a
characterization
of human behavior during voice application usage. The primary reason for
conducting a usability analysis is to determine all information relevant
towards
making a better voice user interface. Better user interfaces result from
grammar
improvements, prompt changes, call flow changes, and other factors that
influence
user experience. User interface design and enhancement may seem like a "soft"
easy science, but in fact, only those experienced in the art of dialogue
design truly
appreciate the value of usability analysis. There are a variety of methods for
analyzing usability. Common usability methodologies include: focus group
testing,
studying application performance metrics, customer/user surveys, Wizard of Oz
testing (simulations of an application without speech technology), and most
importantly, listening to recorded calls.
[0051] Usability analysis can be used to improve recognition grammars,
which
ideally model everything a user might say during an application. Usability
studies
also form the basis for gaining demographic knowledge about the target user
population as it applies to improving the "style" or persona of an
application.
[0052] Improving user interfaces involves studying details of application
performance. Application performance can be defined in terms of a number of
different components including: call completion rate, recognition accuracy,
call
duration, operator assistance demand, repeat usage, user frustration, ease-of-
use,
and penetration rate. Usability analysis identifies areas that need
improvement and
CA 02737850 2011-04-15
as appropriate changes are made to applications, performance measurements
should show subsequent improvement.
[0053] The most significant usability analysis involves listening to
recordings
of numerous live interactions across a broad range of voice applications.
Knowledge
gained from such call monitoring and analysis has been directly leveraged to
greatly
improve application success rates. Such usability analysis expands human
factors
expertise, which improves application design and therefore voice user
interface
experience.
[0054] A major challenge for user interface design is dealing with out-of-
vocabulary (00V) responses in which the caller says something not in the
active
recognition grammar. Application acceptance is greatly reduced when 00V
responses are consistently misclassified by the recognizer. One good example
of
an 00V response is coughing while saying a phone number. Ideally, the
recognizer
ignores the cough and recognizes the phone number, but not always. Another
example, is answering a yes/no question with a response that is out of the
grammar
(such as "I'm not really sure"), which will cause application problems. Asking
for help
in a way that is not covered by the grammar, such as when a caller says "I
need
some help" and the system responds by saying "I'm having trouble understanding
you," will always cause problems. The examples provided represent real-life
user
behavior.
[0055] Most 00V problems are solvable by expanding grammars in a way
that matches expected behavior. Spurious sounds like coughs and loud road
noise
are managed through parametric adjustments to the recognition engine, which is
important, but a complex process that is separate from grammar design.
Application
success rates improve as 00V is minimized. The strategy should be to use
extensive usability analysis to design grammars with the intent of minimizing
00V.
Voice applications must handle 00V responses in a user-friendly, acceptable
manner. For example, when an 00V response occurs, an appropriate prompt would
be "I didn't understand that, your choices are..." Grammars should cover
expected
user responses to the degree that 00V occurrence is low. When 00V responses
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CA 02737850 2011-04-15
do occur, the application should prompt the user in an intuitive way with the
goal of
completing the desired task successfully.
[0056] Development of speech technology is becoming more widespread, and
therefore there is a significant effort required to develop speech
technologies that
support multiple languages. Therefore, among the major developers of speech
technology, it is common to see product offerings in a wide variety of
different
languages, with some languages being more developed than others. In addition
to
limits on the extent of usage of certain languages, and hence limits on the
commercial viability of products directed to those language, some languages
are
more inherently difficult to model than others.
[0057] With the exception of certain tonal languages (e.g., Mandarin and
Cantonese), developing a new language involves training a language-agnostic
ASR
engine with appropriate speech data collected from designated vehicle
environments. Speech data is collected to create acoustic models for the
target
language. Starting from scratch, a new ASR language needs data from about two
thousand different speakers. As a rule, the speech data should represent a
wide
range of accents and environmental conditions.
[0058] US products also require special development efforts for each
language offering (specifically, for each ITS voice). In addition to modeling
each
new language, acoustic inventories (speech audio collections) are a
prerequisite. In
contrast to speaker-independent recognition, a new voice for TM requires a
significant amount of speech data from one speaker (as opposed to a population
of
speakers, needed for ASR).
[0059] Relevant to voice telematics and navigation, street name
pronunciation
databases are commercially available in English, Italian, German, French,
Spanish,
and British. These databases facilitate ASR technology and US technology for
navigation and traffic applications.
[0060] In sum, intuitive voice user interfaces provide safety, convenience,
and
value to the vehicle owner as driver distraction is eliminated. The
proliferation of
"thin-client" vehicles will open the door to better and new voice telematics
services.
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CA 02737850 2014-06-27
Embedded voice telematics will converge will off-board voice solutions. Hence,
features, such
as on - board voice activated user manuals according to the present
invenetions, can be widely
realized in the marketplace.
[0061] Although the invention has been described with reference to
specific
embodiments, these descriptions are not meant to be construed in a limiting
sense. Various
modifications of the disclosed embodiments, as well as alternative embodiments
of the
invention, will become apparent to persons skilled in the art upon reference
to the description of
the invention. It should be appreciated by those skilled in the art that the
conception and the
specific embodiment disclosed might be readily utilized as a basis for
modifying or designing
other structures for carrying out the same purposes of the present invention.
[0062] It is therefore contemplated that the claims will cover any such
modifications or
embodiments that fall within the true scope of the invention.
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