Summer Project Traineeship Report On Multi-lingual Mobile Banking Services’ Education using IVRS Carried Out at IDRBT Hyderabad During May 15th to July 15th 2014 Guide – Project Trainee – Dr. V. N. Sastry Anup Kumar Gupta Professor Roll No. 11412EN011 IDRBT Hyderabad IMD Part – III, Mathematics and Computing Department of Mathematical Sciences IIT (BHU) Varanasi Multi-lingual Mobile Banking Services’ Education using IVRS Acknowledgement I would like to express my sincere gratitude to the Institute for Development and Research in Banking Technology (IDRBT) and particularly Dr. V. N. Sastry, Professor, IDRBT Hyderabad who was my guide in this project. I would not hesitate to add that this short stint in IDRBT has added a different facet to my life as this is a unique organisation being a combination of academics, research, technology, communication services, crucial applications etc. and at the same time performing roles as an arm of regulation, spread of technology, facilitator for implementing technology in banking and non-banking systems. I am extremely grateful to Dr. V. N. Sastry for his advice, innovative suggestions and supervision. I thank him for introducing me to an excellent banking application and giving me the opportunity to approach diverse sections of people such as telecommunication vendors. I am thankful to Velleshala Sudheer, Research Associate, IDRBT Hyderabad to help me successfully complete this project. I am thankful to IIT (BHU) Varanasi for giving me this golden opportunity to work in an esteemed research institute like IDRBT. I am thankful to IDRBT for providing such an amazing platform to work on real application oriented research. I am very thankful to VoiceGate India for assisting me in my project. Finally, I thank one and all who made this project successful either directly or indirectly. Anup Kumar Gupta IMD Part – III, Mathematics and Computing Department of Mathematical Sciences IIT (BHU) Varanasi 2 Multi-lingual Mobile Banking Services’ Education using IVRS Certificate This is to certify that Mr. Anup Kumar Gupta, pursuing Integrated M.Tech. in Mathematics and Computing at Department of Mathematical Sciences, IIT (BHU) Varanasi has undertaken a project as a summer project trainee at Institute for Development and Research in Banking Technology (IDRBT), Hyderabad from May 15th to July 15th , 2014. He was assigned the project “Multi-lingual Mobile Banking Services’ Education using Interactive Voice Response System” under my guidance. During the course of the project he has undertaken a study of the mobile technologies particularly IVRS for customer education on Mobile Banking Services and its Security in regional languages of India and also has done excellent work. I wish him all the best in all his endeavours. Dr. V. N. Sastry (Project Guide) Professor IDRBT Hyderabad 3 Multi-lingual Mobile Banking Services’ Education using IVRS Abstract Mobile Banking is a recent but omnipresent channel of banks in the financial services domain involving multiple bodies such as banks, mobile network operators, government, telecom regulators etc. The success of mobile banking can only be realised when every mobile subscriber is able to do financial transactions through his or her mobile phone. This is mainly dependent on the people’s awareness about the mobile banking services, its benefits and importance. This calls for effective and efficient customer education in order to build confidence and trust in this ubiquitous delivery channel. We present the use of IVRS technology to reach and educate people of India who are already bank customers and also those who are eager to know about mobile banking in their own regional language. The project consists of design prototype of Interactive Voice Response System for customer education on mobile banking services and its security with multi-lingual support in all the regional languages of India for interactive and comprehensive learning on mobile phones. 4 Multi-lingual Mobile Banking Services’ Education using IVRS CONTENTS Acknowledgement .......................................................................................................................... 2 Certificate ........................................................................................................................................ 3 Abstract ........................................................................................................................................... 4 1. Introduction .................................................................................................................................... 7 1.1 Mobile Banking ....................................................................................................................... 7 1.2 Multi-lingual Mobile Banking Services Education ................................................................... 7 1.3 Need for Education on Mobile Banking Services and its Security .......................................... 7 1.4 Technologies used for Customer Education ........................................................................... 8 1.5 Awareness about Mobile Banking and its Security ................................................................. 9 1.6 IVRS and Multiple Languages ................................................................................................ 10 1.7 Technologies used in IVRS..................................................................................................... 11 1.8 History ................................................................................................................................... 13 2 Interactive Voice Response System .............................................................................................. 15 2.1 Call Flow ................................................................................................................................ 15 2.2 Hardware Components in IVRS ............................................................................................. 15 2.2.1 Email & Fax Server ........................................................................................................ 15 2.2.2 TTS ( Text to Speech ) Server ........................................................................................ 16 2.2.3 ASR ( Automatic Speech Recognition ) Server .............................................................. 16 2.2.4 CTI ( Computer Telephony Integrate ) Server ............................................................... 16 2.2.5 SMS ( Short Message Service ) Service ......................................................................... 16 2.2.6 Admin Console .............................................................................................................. 16 2.2.7 Dialogic Card ................................................................................................................. 16 2.3 Software Components in IVRS .............................................................................................. 17 2.4 IVRS Standards and Protocols ............................................................................................... 18 2.4.1 IVRS Standards .............................................................................................................. 18 International Standardization for IVR Systems - ISO/IEC 13714 ....................................................... 18 2.4.2 IVRS Protocols ............................................................................................................... 19 CAMEL (CAP) ......................................................................................................................................... 19 CAS-EL7: ................................................................................................................................................ 20 DASS2 .................................................................................................................................................... 20 DPNSS .................................................................................................................................................... 21 INAP over TDM: ..................................................................................................................................... 21 INAP over SIGTRAN: .............................................................................................................................. 21 5 Multi-lingual Mobile Banking Services’ Education using IVRS ETSI ISUP ............................................................................................................................................... 22 ITUT ISUP ............................................................................................................................................... 22 ANSI ISUP .............................................................................................................................................. 23 ISUP over SIGTRAN ................................................................................................................................ 23 Most National ISUP variants ................................................................................................................. 24 Euro-ISDN .............................................................................................................................................. 24 NI2 (North American ISDN) ..................................................................................................................