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

Authors:
Hazel Morton;Nancie Gunson;Diarmid Marshall;Fergus McInnes;Andrea Ayres;Mervyn Jack
Affiliations:
Centre for Communication Interface Research, The University of Edinburgh, Alexander Graham Bell Building, King's Buildings, Edinburgh, EH9 3JL, UK;Centre for Communication Interface Research, The University of Edinburgh, Alexander Graham Bell Building, King's Buildings, Edinburgh, EH9 3JL, UK;Centre for Communication Interface Research, The University of Edinburgh, Alexander Graham Bell Building, King's Buildings, Edinburgh, EH9 3JL, UK;Centre for Communication Interface Research, The University of Edinburgh, Alexander Graham Bell Building, King's Buildings, Edinburgh, EH9 3JL, UK;Lloyds Banking Group, Canons House, Canons Way, Bristol, BS99 7LB, UK;Centre for Communication Interface Research, The University of Edinburgh, Alexander Graham Bell Building, King's Buildings, Edinburgh, EH9 3JL, UK
Venue:
Computer Speech and Language
Year:
2011

Citing 2
Cited 1

Towards a tool for the Subjective Assessment of Speech System Interfaces (SASSI)

Natural Language Engineering
Is text-to-speech synthesis ready for use in computer-assisted language learning?

Speech Communication

Including uncertainty treatment on the accessibility assessment of DOSVOX system

UAHCI'13 Proceedings of the 7th international conference on Universal Access in Human-Computer Interaction: design methods, tools, and interaction techniques for eInclusion - Volume Part I

Quantified Score

Hi-index	0.00

Visualization

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.