ISO 9241-154:2013 PDF

Name: ISO 9241-154:2013 — Ergonomics of human-system interaction — Part 154: Interactive voice response (IVR) applications
SKU: ISO 9241-154:2013
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Ergonomics of human-system interaction — Part 154: Interactive voice response (IVR) applications

Название (английский):

ISO 9241-154:2013

Ergonomics of human-system interaction — Part 154: Interactive voice response (IVR) applications

Статус документа:: Действующий
Формат:: Электронный (PDF)
Количество страниц:: 35
Дата публикации:: 5 февраля 2013 г.
Издание:: ISO IS 9241 edition 1 version 1
ICS:: 13.180

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Описание (английский):

ISO 9241-154:2013 gives guidance on, and requirements for, the user interface design of interactive voice response (IVR) applications. It covers both IVR systems that employ touchtone input and those using automated speech recognition (ASR) as the input mechanism. It is equally applicable to cases in which the caller or the IVR system itself (e.g. in some telemarketing applications) initiates the call. It is intended to be used together with ISO/IEC 13714.

Abstract

Похожие стандарты

Стандарты, упомянутые в описании

Overview - ISO 9241-154:2013 (IVR ergonomics)

ISO 9241-154:2013 is part of the ISO 9241 series on ergonomics of human–system interaction. It provides guidance and requirements for the user interface design of interactive voice response (IVR) applications, covering systems that use touchtone (DTMF) input, automated speech recognition (ASR) input, or hybrid approaches. The standard applies whether the caller or the system initiates the call and is intended to be used together with ISO/IEC 13714.

Key topics and technical requirements

The standard addresses practical UI and usability requirements for IVR systems, including:

Information input

Guidance on acceptable input types, non-duplication of prompts, and efficient use of caller-supplied data.

Speech input (ASR)

Vocabulary and grammar design, phonetically distinct choices, state-specific and dynamic grammars, enrolment, end-pointing/turn-taking, and handling time-outs.

Touchtone input (DTMF)

Indicating touchtone capability, key assignments (including delimiters, pound/# usage), minimizing key presses, and affirmative/negative key mapping.

Information output and prompts

Construction of prompts and announcements, context-appropriate wording, landmarks and structure for efficient navigation.

Navigation and controls

Skip-forward, dial-through/talk-through, dial-ahead/talk-ahead, global commands, and barge-in policies.

Help and accessibility

Context-sensitive and caller-selectable help, referencing help in initial prompts, and considerations for text-telephone users and equal access.

Human escalation

Rules for access to human representatives, prompting, transfer initiation, delay handling, and fallback when human help is unavailable.

Feedback, errors and recovery

Response-time expectations, confirmation dialogues, error message wording (avoid pejorative language), conversational repair strategies, and handling extended holds.

Special topics

Voice messaging systems and the role of speech-recognition errors (informative annex).

Practical applications and who uses it

ISO 9241-154 is essential for organizations building or operating telephony and customer contact systems:

IVR designers and UX/voice UX professionals

Speech recognition engineers and telephony architects

Contact center managers and product owners

Accessibility specialists and compliance teams

QA testers and technical writers for IVR scripts

Use cases include designing customer self-service menus, hybrid voice/touchtone flows, accessibility-compliant voice services, improving recognition robustness, and reducing caller effort and frustration.

ISO 9241-154:2013 PDF

Abstract

Похожие стандарты

Overview - ISO 9241-154:2013 (IVR ergonomics)

Key topics and technical requirements

Practical applications and who uses it

Related standards

Технические детали

BS EN ISO 9241-7:1998

Ergonomic requirements for office work with visual display terminals (VDTs) - Requirements for display with r…

BS ISO/IEC 13714:1995

Information technology. Document processing and related communication. User interface to telephone-based serv…

SIST EN ISO 9241-154:2013

Ergonomics of human-system interaction - Part 154: Interactive voice response (IVR) applications (ISO 9241-15…