Hazel Morton

Scenario-Based Spoken Interaction with Virtual Agents

This paper describes a CALL approach which integrates software for speaker independent continuous speech recognition with embodied virtual agents and virtual worlds to create an immersive environment in which learners can converse in the target language in contextualised scenarios. The result is a self-access learning package: SPELL (Spoken Electronic Language Learning). The SPELL system has been implemented to run in real time on a standard desktop PC. A prototype of SPELL is in user testing with learners of Italian and learners of Japanese in five high schools in Scotland. The speech recogniser is programmed to recognise grammatical and some ungrammatical utterances so that the learner can receive feedback on their language production. The dialogues can be modified in cases of communication difficulties, and are reactive to the learners spoken input so that the learner receives relevant and immediate feedback to their utterance. Feedback takes two key forms: reformulations, where the system modifies the initial input, and recasts, where the system repeats the learners utterance, implicitly correcting any errors. The SPELL system will offer a test bed for the effectiveness of the feedback within a self-access virtual learning environment.

User perceptions of security and usability of single-factor and two-factor authentication in automated telephone banking

This paper describes an experiment to investigate user perceptions of the usability and security of single-factor and two-factor authentication methods in automated telephone banking. In a controlled experiment with 62 banking customers a knowledge-based, single-factor authentication procedure, based on those commonly used in the financial services industry, was compared with a two-factor approach where in addition to the knowledge-based step, a one-time passcode was generated using a hardware security token. Results were gathered on the usability and perceived security of the two methods described, together with call completion rates and call durations for the two methods. Significant differences were found between the two methods, with the two-factor version being perceived as offering higher levels of security than the single-factor authentication version; however, this gain was offset by significantly lower perceptions of usability, and lower ratings for convenience and ease of use for the two-factor version. In addition, the two-factor authentication version took longer for participants to complete. This research provides valuable empirical evidence of the trade-off between security and usability in automated systems.

The mediating effects of brand music and waiting time updates on customers' satisfaction with a telephone service when put on‐hold

Purpose – The purpose of this paper is to deliver empirical data comparing the effects of music with the effects of providing waiting time information on customers who are kept on hold when telephoning their bank. It aims to discover if either has a more positive impact on their affective responses (satisfaction), and to discern if these effects are measurably different to a telephone call without music, or waiting time information, and for different durations of wait.Design/methodology/approach – The methodology is an empirical study using bank customers as participants. Questionnaires and user observations techniques are employed to collect quantitative data which are analysed using repeated measures ANOVAs.Findings – Overall the presence of updates, or music, has a positive influence on satisfaction when compared to just a ringing tone, but for a waiting time of one minute music has no influence on satisfaction. The acceptable waiting time threshold plays a very critical influence on satisfaction with ...

Experimental evaluation of the use of ECAs in ecommerce applications

This chapter describes an experimental approach to the evaluation of embodied conversational agents (ECAs) within eCommerce contexts and exemplifies the approach with three case studies. Results are presented from three experiments into the usability of eCommerce applications employing 3D ECAs within the domain of eRetail and eBanking. The findings described here confirm user preferences for applications in which the agent acts as a conversational partner compared with a non-visual telephone applica- tion using speech recognition. Further, data in this chapter confirm the positive role of ECAs in interfaces and the benefits to that role of adding other modalities such as text output.