Ergonomics of human-system interaction Interactive voice response (IVR) applications

Available format(s)

Hardcopy , PDF

Language(s)

English

Published date

02-28-2013

Publisher

British Standards Institution

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Conformance
5 Voice messaging systems
6 Information input
7 Speech input
8 Touchtone input
9 Information output
10 Navigation
11 Help
12 Access to human representatives
13 Feedback
14 Errors
Annex A (informative) - Overview of the ISO 9241 series
Annex B (informative) - The role of speech recognition
errors in IVR design
Bibliography

Provides guidance on, and requirements for, the user interface design of interactive voice response (IVR) applications.

This part of ISO9241 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.

This part of ISO9241 is intended to be used together with ISO/IEC13714.

NOTE Its scope is thus more general than that of ISO/IEC13714, which is specific to voice messaging systems.

Committee	PH/9
DocumentType	Standard
Pages	48
PublisherName	British Standards Institution
Status	Current

Standards	Relationship
ISO 9241-154:2013	Identical
EN ISO 9241-154:2013	Identical

ISO 9241-920:2009	Ergonomics of human-system interaction Part 920: Guidance on tactile and haptic interactions
ISO/IEC 13714:1995	Information technology Document processing and related communication User interface to telephone-based services Voice messaging applications
ES 202 076 : 2.1.1	HUMAN FACTORS (HF); USER INTERFACES; GENERIC SPOKEN COMMAND VOCABULARY FOR ICT DEVICES AND SERVICES

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BS EN ISO 9241-154:2013

Ergonomics of human-system interaction Interactive voice response (IVR) applications

Table of Contents

Abstract

Scope

General Product Information

International Equivalents

Standards Referencing This Book

Category

Subcategory