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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

  • Systems and Applications
  • Conference paper
  • First Online:
Book cover Audio- and Video-based Biometric Person Authentication (AVBPA 1997)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 1206))

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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:

  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. Furui, S. (1994): An Overview of Speaker Recognition Technology. Proceedings of ESCA Workshop on Automatic Speaker Recognition Identification Verification, pp. 1–9.

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  2. Rosenberg, A. E. (1976): Automatic Speaker Verification: A Review. Proc. IEEE, 64(4), pp. 475–487.

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  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.

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Author information

Authors and Affiliations

  1. Centre for Communication Interface Research, University of Edinburgh, 80 South Bridge, EH1 1HN, Edinburgh

    Mark Schmidt, Steve Ironside & Mervyn Jack

  2. Martlesham Heath, BT Laboratories, IP5 7RE, Ipswich

    Fred Stentiford

Authors
  1. Mark Schmidt
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  2. Steve Ironside
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  3. Mervyn Jack
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  4. Fred Stentiford
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Editor information

Josef Bigün Gérard Chollet Gunilla Borgefors

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© 1997 Springer-Verlag Berlin Heidelberg

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Schmidt, M., Ironside, S., Jack, M., Stentiford, F. (1997). User perspectives on the security of access data, operator handover procedures and ‘insult rate’ for speaker verification in automated telephone services. In: Bigün, J., Chollet, G., Borgefors, G. (eds) Audio- and Video-based Biometric Person Authentication. AVBPA 1997. Lecture Notes in Computer Science, vol 1206. Springer, Berlin, Heidelberg. https://doi.org/10.1007/BFb0016024

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  • DOI: https://doi.org/10.1007/BFb0016024

  • Published:

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-62660-2

  • Online ISBN: 978-3-540-68425-1

  • eBook Packages: Springer Book Archive

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