January 2002 Features

ARTICLE ONE

Understanding V-Commerce
By Greg Harman

So what's new with VoiceXML 2.0? Plenty. What was a single language, VoiceXML 1.0, has been extended into several related markup languages, each providing a useful facility for developing web-based speech applications.  These facilities are organized into the W3C Speech Interface Framework.

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ARTICLE TWO

Let's Talk Office Supplies
By Dr. George White and Pilar Manchón

An early success story of VoiceXML is the "voice automation" of Office Depot, which with assistance from NetByTel, transformed several of its call center functions. If you call 1 800 GO DEPOT you can talk to a speech recognition system that will tell you where the nearest Office Depot stores are located. It will also allow you to check your order status and even order items from an Office Depot catalog. This is the tip of the iceberg for "self-service" offered on the telephone.

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