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

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. 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.