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Voicing Trust : An Acoustic Analysis of Trustworthiness in Automated Customer Service Interfaces

Asif, M.S. (2024) Voicing Trust : An Acoustic Analysis of Trustworthiness in Automated Customer Service Interfaces.

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Abstract:The advent of synthetic voices in automated customer service systems has revolutionized the way businesses interact with their clientele. However, the success and effectiveness of these interactions largely hinges on the trustworthiness of the synthetic voice. This research aims to dissect the combination of acoustic parameters that contribute to a voice’s trustworthiness, focusing on gender, pitch, speaking rate, and the duration of pauses between punctuation marks. Through the development of a graphical user interface that allows users real-time manipulation of these acoustic features, they attempt to design a trustworthy synthetic voice. The study will investigate how these specific acoustic qualities are selected to enhance the credibility of the voice. The research employs a mixed-methods approach, combining quantitative analysis of the selected acoustic features with qualitative feedback to understand the nuances of these settings, the most valuable features contributing to trustworthiness and understanding how the co-design process could be improved. Findings indicate a preference for low pitch values and moderate speaking rates, with strategic use of pauses enhancing communication effectiveness. The results provide valuable guidelines for designing more trustworthy and engaging synthetic voices, improving user satisfaction and the effectiveness of automated customer service systems.
Item Type:Essay (Bachelor)
Faculty:EEMCS: Electrical Engineering, Mathematics and Computer Science
Subject:54 computer science
Programme:Computer Science BSc (56964)
Link to this item:https://purl.utwente.nl/essays/100878
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