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Is talking to an automated teller machine natural and fun?

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Usability and affective issues of using automatic speech recognition technology to interact with an automated teller machine (ATM) are investigated in two experiments. The first uncovered dialogue patterns of ATM users for the purpose of designing the user interface for a simulated speech ATM system. Applying the Wizard-of-Oz methodology, multiple mapping and word spotting techniques, the speech driven ATM accommodates bilingual users of Bahasa Melayu and English. The second experiment evaluates the usability of a hybrid speech ATM, comparing it with a simulated manual ATM. The aim is to investigate how natural and fun can talking to a speech ATM be for these first-time users. Subjects performed the withdrawal and balance enquiry tasks. The ANOVA was performed on the usability and affective data. The results showed significant differences between systems in the ability to complete the tasks as well as in transaction errors. Performance was measured on the time taken by subjects to complete the task and the number of speech recognition errors that occurred. On the basis of user emotions, it can be said that the hybrid speech system enabled pleasurable interaction. Despite the limitations of speech recognition technology, users are set to talk to the ATM when it becomes available for public use.
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Keywords: Affective design; Automated teller machine; Speech recognition; Usability; User emotions; Wizard of Oz methodology

Document Type: Research Article

Affiliations: 1: EDICT Electronics Sdn Bhd Desa Sri Hartamas 50480 Kuala Lumpur Malaysia 2: Institute of Design and Ergonomics Application Universiti Malaysia Sarawak 94300 Kota Samarahan Sarawak Malaysia

Publication date: October 1, 2003

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