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Person-to-person communication over the Internet has exploded in recent years. In contrast, person-to-business and business-to-business communication using the Web are just beginning to take off, in part due to technological challenges that are just now being met. For example: ○ The ability of large, automated businesses to communicate with smaller, less automated partners who don't have integrated back-end office systems or tightly coupled data channels. ○ The ability of smaller, less automated businesses to communicate with each other. ○ The ability of field personnel to mine enterprise data. ○ The ability of companies to send up-to-the minute data to field personnel. A speech interface to the Web can surmount these problems and more. Our solution provides a VoiceXML interface to static and dynamic information in existing enterprise databases that are, or can be made, available through a Web interface. VoiceXML (Voice eXtensible Markup Language), is an XML-based markup language for creating distributed speech applications, much as HTML is a markup language for creating distributed visual applications 1 . Using VoiceXML, data can be accessed over the Web by telephone. Companies large and small are investing heavily in providing access to their data through HTML-enabled Web sites. With the advent of VoiceXML, these sites can use a common XML interface to present textual data through speech technology. All dynamic data that is now available through database lookups or programmatic algorithms can be processed through VoiceXML as input and output. Large companies can then contact other large companies, smaller non-networked companies, or even field personnel, and pass data and requests to them. Data that is currently handled through call centers to regular contacts can be replaced with automated calls utilizing Web-based back-end systems. The IBM WebSphere Voice Servers 2 allow companies to have a fully or partially automated system, even if their data partner is not automated or does not allow communication through a secure site. |
