VXML: AN ALTERNATIVE SOLUTION TO ACCESSING WEBSITE'S CONTENTS

Career Center Phone-based Application (CCPA) is a support tool for a career website
that is developed using VoiceXML technology which allows users to access the
contents of the website via phone call. The use of VoiceXML technology that
connects the callers to the application via Public Switched Telephone Network
(PSTN) has made the phone-based application accessible by any types of telephone,
anywhere around the globe. CCP A work the same as SMS career tool that provides
alternative to receive and update the website's content other than using Internet
connection. However, this CCPA provides more than just receiving job alerts and
applying for a job via SMS. With CCPA, the callers will have a new experience that
is like "talking" with the content of the website. Here, callers may retrieve the
company's profile, submit voice inquiries, authenticate/validate users for login,
retrieve latest I 0 job opportunities that is available on the website and apply for a job
where all are made via phone call. This is a new environment for career-based
application that allows command and output presented in speech format plus, it will
be the first VoiceXML-based application in Malaysia. User Centric Design (UCD)
approaches has been selected to develop CCP A as it focuses on users' requirements
and preferences while the Be Vocal cafe is chosen as an ASP to develop, test and host
the voice application. This working CCP A has been tested using Black Box Testing
on Vocal Scripter that is a real simulation of telephone. Vocal Scripter is used as it is
cost free and effective plus, the application works when it runs perfectly on Vocal
Scripter. Some testing using real telephones also have been conducted. As the result
of this development, 5 main modules are implemented which are the general section
that covers the welcome message, main menu and global help and menu links, voice
inquiry section, users authentication section, job post retrieval section and job
application section. In near future, the CCP A should be improved with Mixed
Initiative Dialog approach that will provide a great call experience, enabled to support
Malay Language and personalized to provide different and unique way of entertaining
each of callers. In conclusion, this project will definitely initiate and encourage
VoiceXML applications' development in Malaysia.