Usability evaluation of voiceprint authentication in automated telephone banking: Sentences versus digits

This paper describes an experiment to investigate the usability of voiceprints for customer authentication in automated telephone banking. The usability of voiceprint authentication using digits (random strings and telephone numbers) and sentences (branded and unbranded) are compared in a controlled experiment with 204 telephone banking customers. Results indicate high levels of usability and customer acceptance for voiceprint authentication in telephone banking. Customers find voiceprint authentication based on digits more usable than that based on sentences, and a majority of participants would prefer to use digits.

Research highlights► Voiceprint authentication in automated telephone banking is highly usable. ► High level of user acceptance for voiceprint technology in this context. ► Voiceprint authentication based on digits more usable than that based on sentences. ► Voiceprint authentication based on digits preferred by majority of users.