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

  • Mark Schmidt
  • Steve Ironside
  • Mervyn Jack
  • Fred Stentiford
Systems and Applications
Part of the Lecture Notes in Computer Science book series (LNCS, volume 1206)

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:
  1. a)

    User attitudes and perceived security of different security data types.

     
  2. b)

    User attitudes towards dialogue messages for verification failure.

     
  3. c)

    The influence of multiple rejections (‘insult rate’) on user attitudes.

     
  4. d)

    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.

     

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References

  1. [1]
    Furui, S. (1994): An Overview of Speaker Recognition Technology. Proceedings of ESCA Workshop on Automatic Speaker Recognition Identification Verification, pp. 1–9.Google Scholar
  2. [2]
    Rosenberg, A. E. (1976): Automatic Speaker Verification: A Review. Proc. IEEE, 64(4), pp. 475–487.Google Scholar
  3. [3]
    Jack, M.A., J. C. Foster and F. W. Stentiford (1992): “Design and Evaluation of Automated Telephone Services”, IEE Colloquium on ‘Telecommunications, Consumer and Industrial Applications of Speech Technology', IEE Colloquium Digest No. 1992/114, pp. 611–614.Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 1997

Authors and Affiliations

  • Mark Schmidt
    • 1
  • Steve Ironside
    • 1
  • Mervyn Jack
    • 1
  • Fred Stentiford
    • 2
  1. 1.Centre for Communication Interface ResearchUniversity of EdinburghEdinburgh
  2. 2.Martlesham HeathBT LaboratoriesIpswich

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