Spoken Language Processing Group (TLP)

Information technology has the potential to improve information and services for the general public. However, often such services fail to realize their potential and are frequently under-used. The problems with public service provision are exemplified in the kiosks currently available for rail travellers to obtain information about train services and local facilities, and to purchase tickets. The average transaction time at such kiosks is four times as long as with service staff. As a consequence, the kiosks are under-utilised, being used primarily at night when no agent is present, or when there are long lines for human service. Evidently the technology being used does not meet the particular needs of intended users in the context of the tasks they want to perform. Specifically, the rigidity of touch-screen-based, menu-driven user-interfaces prevents users transacting tasks fluently, as when communicating with another person.

In the ESPRIT Multimodal-Multimedia Automated Service Kiosk (Mask) project the goal is to develop a more advanced interface employing multimodal, multi-media input and output so as to pave the way for more advanced public services. In the context of the project, the technological requirements needs of users carrying out travel enquiry tasks have been analyzed and a prototype information kiosk has been developed. The kiosk, which will be installed in the Gare St. Lazare in Paris for evaluation with real users, should improve the effectiveness of such services by enabling interaction through the coordinated use of multimodal inputs (speech and touch) and multimedia output (sound, video, text, and graphics) and in doing so create the opportunity for new public services. The partners in the Mask project are MORS (coordinator, F), SNCF (F), LIMSI-CNRS (F), and UCL (UK).

The role of LIMSI in the project is to develop the spoken language component of the Mask kiosk. Spoken language systems aim to provide a natural interface between a user and a computer by using simple and natural dialogs to enable the user to access stored information. The main information provided by the Mask kiosk is access to rail travel information such as timetables, tickets and reservations, as well as services offered on the trains, and fare-related restrictions and supplements. Other important travel information such as up-to-date departure and arrival time and track information will also be provided. Eventual extensions to the system will enable the user to obtain additional information about the train station and local tourist information, such as restaurants, hotels, and attractions in the surrounding area.