The key to the Program Information Line was integrating a speech recognition interface with a database. By phoning a local number (415-354-8000), the caller is able to access the same database of information for both voice and website. With a centralized database, programming changes need to be entered once only.
By working closely with KQED staff, Servion created a new application that not only delivered current programming information, but also allowed callers to search for recently-broadcast shows, programs with closed captioning or other criteria. This Avaya Interactive Response (IR) application drew upon both television and radio station programming information.
The Avaya Interactive Response (IR) application is both powerful and flexible. Search criteria include day of week, time of day and other parameters. For visually impaired persons, specific programs with descriptive video information (DVI) are identified. The application also identifies programs with closed captioning. One handy feature: if the caller missed a program, the application could even suggest dates and times when the show will be re-broadcast.
Servion's Implementation Details
KQED's Program Information Line runs on the Avaya Interactive Response 1.2 voice response server. This custom IVR application was developed by Servion using XML and web services to integrate with the customer's host system. XML queries retrieve information about various program details for KQED's television (analog and digital) and radio broadcasts.
Due to the high volume of dynamic data, it was not practical to individually record information for all the programs. When the web services host sends program info (program name, description, date, time, etc.) to the Servion application, a text-to-speech (TTS) engine, Nuance RealSpeak 4.0 TTS, speaks the information to the caller in a smooth-flowing, natural manner. This dramatically simplifies routine management and administration of the entire system.
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