Abstract
A study was conducted to determine the effects of repeated usage on consumers' acceptance of voice authentication technology. Nineteen participants registered a voiceprint and then authenticated using their voice before completing five typical banking tasks using a functional speech-enabled Interactive Voice Response (IVR) system. Participants answered questionnaires regarding their attitudes toward voice authentication and biometrics at three points: (1) prior to using the system, (2) after registration, and (3) following completion of all banking tasks. Participants' preferences for voice authentication over user IDs and passwords increased pre-test to post-test. Multiple regression analysis revealed that their willingness to use the speech system was predicted by their trust in the system and by the quality of the system's voice. A second multiple regression analysis showed that satisfaction with the quality of the information provided by the system predicted participants' trust in the system. This paper discusses the importance of system trust in evaluating voice authentication technology.
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