Abstract
Background: Automated voice systems (AVS) often fail to recognize speech from individuals with dysphonic voices, yet little is known about how patients with voice disorders perceive their interactions with these technologies. To address this gap, we developed the Speech Communication Experience Survey Short Form (SCES-SF), which assesses the experiences of individuals when interacting with both humans and AVS. Using this survey, we investigated the communication challenges faced by two distinct laryngology patient groups—those with neurological and non-neurological disorders—compared to normal controls.
Method: Eighty-eight adults without major psychiatric illnesses participated in this IRB-approved study. The laryngology patient groups included 24 adults with neurological disorders (ND) and 32 adults with non-neurological disorders (NND). The control group consisted of 32 adults with healthy voices (HV). All participants provided HIPAA release consent and completed the Speech Handicap Index (SHI) and the SCES-SF, which included five Likert-scale questions and an open-ended question inviting participants to share additional thoughts on automated voice systems. Demographic data were also collected. The Kruskal-Wallis test was used to examine differences in ratings among the groups. Responses to the open-ended question were analyzed using thematic analysis to identify common themes and sentiments regarding automated voice systems.
Results: There were significant differences in SHI total scores among all groups, with the ND reporting the highest perceived speech handicaps, followed by the NND, and the HV (__(2, N = 88) = 46.95, p < .001). In terms of the SCES scores, significant disparities were observed in the first three items, indicating that both patient groups experienced more communication challenges than controls, especially when interacting with unfamiliar people and AVS. However, no significant differences were found in the frequency of AVS use or attitudes towards these systems.
Conclusion: Individuals with voice disorders, particularly those of neurological origin, face significant communication challenges with both human listeners and AVS. Our findings highlight the urgent need for enhancements in AVS technology to improve accessibility and better accommodate the unique needs of these individuals. Such advancements will not only facilitate their daily interactions but also significantly enhance their overall quality of life.