Usability assessment of text-to-speech synthesis for additional detail in an automated telephone banking system

Hazel Morton, Nancie Gunson, Diarmid Marshall, Fergus McInnes, Andrea Ayres, Mervyn Jack

Research output: Contribution to journalArticlepeer-review

Abstract

This paper describes a comprehensive usability evaluation of an automated telephone banking system which employs text-to-speech (TTS) synthesis in offering additional detail on customers' account transactions. The paper describes a series of four experiments in which TTS was employed to offer an extra level of detail to recent transactions listings within an established banking service which otherwise uses recorded speech from a professional recording artist. Results from the experiments show that participants welcome the added value of TTS in being able to provide additional detail on their account transactions, but that TTS should be used minimally in the service.
Original languageEnglish
Pages (from-to)341-362
Number of pages22
JournalComputer Speech and Language
Volume25
Issue number2
DOIs
Publication statusPublished - Apr 2011

Keywords

  • Text-to-speech (TTS)
  • Usability
  • Dialogue design
  • Automated telephony

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