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Usability Evaluation of Dialogue Designs for Voiceprint Authentication in Automated Telephone Banking

Usability Evaluation of Dialogue Designs for Voiceprint Authentication in Automated Telephone Banking

Nancie Gunson, Diarmid Marshall, Fergus McInnes, Hazel Morton, Mervyn A. Jack
Copyright: © 2018 |Pages: 20
ISBN13: 9781522525899|ISBN10: 1522525890|EISBN13: 9781522525905
DOI: 10.4018/978-1-5225-2589-9.ch008
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MLA

Gunson, Nancie, et al. "Usability Evaluation of Dialogue Designs for Voiceprint Authentication in Automated Telephone Banking." Smart Technologies: Breakthroughs in Research and Practice, edited by Information Resources Management Association, IGI Global, 2018, pp. 182-201. https://doi.org/10.4018/978-1-5225-2589-9.ch008

APA

Gunson, N., Marshall, D., McInnes, F., Morton, H., & Jack, M. A. (2018). Usability Evaluation of Dialogue Designs for Voiceprint Authentication in Automated Telephone Banking. In I. Management Association (Ed.), Smart Technologies: Breakthroughs in Research and Practice (pp. 182-201). IGI Global. https://doi.org/10.4018/978-1-5225-2589-9.ch008

Chicago

Gunson, Nancie, et al. "Usability Evaluation of Dialogue Designs for Voiceprint Authentication in Automated Telephone Banking." In Smart Technologies: Breakthroughs in Research and Practice, edited by Information Resources Management Association, 182-201. Hershey, PA: IGI Global, 2018. https://doi.org/10.4018/978-1-5225-2589-9.ch008

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Abstract

This paper describes an empirical investigation of the usability of different dialogue designs for voiceprint authentication in automated telephone banking. Three strategies for voice authentication were evaluated in an experiment with 120 telephone banking end-users: 1-Factor (voiceprint authentication based on customers' utterances of their account number and sort code); 1-Factor with Challenge (1-Factor plus a randomly generated digit string); and 2-Factor (1-Factor plus secret information known only to the caller). The research suggests the 2-Factor approach is the most effective strategy in this context: results from a Likert questionnaire show it to be highly usable and it is rated highest in terms of both security and overall quality. Participants welcome the option to use voiceprint technology but the majority would prefer it to augment rather than replace existing security methods.

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