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Pattern Recognition Letters
Volume 18, Issue 9, September 1997, Pages 947-953
Audio- and Video-Based Person Authentication
 
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doi:10.1016/S0167-8655(97)00061-5    How to Cite or Link Using DOI (Opens New Window)
Copyright © 1997 Published by Elsevier Science B.V.

User perspectives on the security of access data, operator handover procedures and “insult rate” for speaker verification in automated telephone services

Mark Schmidta, Corresponding Author Contact Information, Steve Ironsidea, Mervyn Jacka and Fred Stentifordb

a Centre for Communication Interface Research, University of Edinburgh, 80 South Bridge, Edinburgh EH1 1HN, United Kingdom b BT Laboratories, Martlesham Heath, Ipswich IP5 7RE, United Kingdom

Available online 12 May 1998.

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Abstract

This paper presents the results from two experiments which tested a number of important dialogue and system design issues relevant to automated telephone services with speaker verification capabilities. Those issues are: (a) User attitudes and perceived security of different security data types. (b) User attitudes towards dialogue messages for verification failure. (c) The influence of multiple rejections (“insult rate”) on user attitudes. Best strategies for completing user verification with combinations of automated systems and human telephone agents. Results show that users have strong opinions towards the above issues and consequently that speaker verification procedures in automated telephone services need to be carefully researched and designed.

Author Keywords: Speaker verification; User interface design; Dialogue engineering; User attitude evaluation; Application development

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Pattern Recognition Letters
Volume 18, Issue 9, September 1997, Pages 947-953
Audio- and Video-Based Person Authentication
 
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