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http://dx.doi.org/10.3743/KOSIM.2021.38.3.101

A Study on the Reliability of Voice Payment Interface  

Gwon, Hyeon Jeong (연세대학교 문헌정보학과 대학원)
Lee, Jee Yeon (연세대학교 문헌정보학과)
Publication Information
Journal of the Korean Society for information Management / v.38, no.3, 2021 , pp. 101-140 More about this Journal
Abstract
As the payment service sector actively embraces artificial intelligence technology, "Voice Payments" is becoming a trend in contactless payment services. Voice payment services can execute payments faster and more intuitively through "voice," the most natural means of communication for humans. In this study, we selected richness, intimacy, and autonomy as factors for building trust with artificial intelligence agents. We wanted to determine whether the trust will be formed if the factors were applied to the voice payment services. The experiment results showed that the higher the richness and autonomy of the voice payment interface and the lower the intimacy, the higher the trust. In addition, the two-way interaction effects of richness and autonomy were significant. We analyzed and synthesized the collected short-answer system to identify users' anxiety when using voice payment services and proposed speech interface design ideas to increase their trust in the voice payment.
Keywords
voice payment; simplified payment; voice interface; artificial intelligence; richness; intimacy; autonomy; user experience;
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