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BS EN ISO 9241-154:2013

BS EN ISO 9241-154:2013

$189.07

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

Published By Publication Date Number of Pages
BSI 2013 48
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This part of ISO 9241 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 ISO 9241 is intended to be used together with ISO/IEC 13714.

NOTE Its scope is thus more general than that of ISO/IEC 13714, which is specific to voice messaging systems.

PDF Catalog

PDF Pages PDF Title
7 Foreword
9 Introduction
10 Figure fig_1
11 Section sec_1
Section sec_2
Section sec_3
1 Scope
2 Normative references
3 Terms and definitions
17 Section sec_4
4 Conformance
18 Section sec_5
Section sec_6
Section sec_6.1
Section sec_6.2
Section sec_6.3
Section sec_6.4
5 Voice messaging systems
6 Information input
6.1 General
6.2 Informing text telephone users of acceptable input types
6.3 Non-duplication of information input
6.4 Using system information to improve efficiency
19 Section sec_6.5
Section sec_7
Section sec_7.1
Section sec_7.2
Section sec_7.3
Section sec_7.4
6.5 Changing information that has been entered
7 Speech input
7.1 Vocabulary choices for speech-enabled IVRs
7.2 Phonetically distinct vocabulary in speech-enabled IVR applications
7.3 State-specific grammar
7.4 Synonyms in grammars
20 Section sec_7.5
Section sec_7.6
Section sec_7.6.1
Section sec_7.6.2
Section sec_7.6.3
Section sec_7.7
Section sec_7.8
7.5 Use of dynamic grammars
7.6 Enrolment
7.7 End-pointing and turn-taking
7.8 Handling time-outs for speech input
21 Section sec_7.9
Section sec_8
Section sec_8.1
Section sec_8.2
Section sec_8.3
Section sec_8.4
Section sec_8.5
7.9 Speech IVRs with touchtone
8 Touchtone input
8.1 Indicating touchtone capability
8.2 Key assignment for delimiters
8.3 Pound (“#”) key in fixed length data entry
8.4 Handling time-outs for variable length touchtone input
8.5 Key assignments for affirmative and negative responses
22 Section sec_8.6
Section sec_8.7
Section sec_9
Section sec_9.1
Section sec_9.1.1
Section sec_9.1.2
Section sec_9.1.3
Section sec_9.1.4
8.6 Key assignment for the human “help” function
8.7 Minimization of caller key presses
9 Information output
9.1 General provisions for prompts and announcements
23 Section sec_9.1.5
Section sec_9.1.6
Section sec_9.1.7
Section sec_9.1.8
Section sec_9.1.9
Section sec_9.1.10
24 Section sec_9.1.11
Section sec_9.1.12
Section sec_9.1.13
Section sec_9.1.14
Section sec_9.1.15
25 Section sec_9.1.16
Section sec_9.2
Section sec_9.2.1
Section sec_9.2.2
Section sec_9.2.3
Section sec_9.2.4
9.2 Construction of prompts and announcements
26 Section sec_9.2.5
Section sec_9.2.6
Section sec_9.2.7
Section sec_9.2.8
Section sec_9.2.9
Section sec_9.2.10
27 Section sec_9.2.11
Section sec_9.2.12
Section sec_9.2.13
Section sec_9.2.14
Section sec_9.2.14.1
Section sec_9.2.14.2
Section sec_9.2.14.3
28 Section sec_9.2.14.4
Section sec_9.2.14.5
Section sec_9.2.14.6
Section sec_9.2.14.7
Section sec_9.2.14.8
Section sec_9.2.14.9
29 Section sec_9.2.15
Section sec_9.2.16
Section sec_9.2.17
Section sec_9.2.18
Section sec_10
Section sec_10.1
Section sec_10.2
10 Navigation
10.1 Skip-forward function
10.2 Dial-through and talk-through
30 Section sec_10.3
Section sec_10.4
Section sec_10.5
Section sec_10.6
Section sec_11
Section sec_11.1
Section sec_11.2
10.3 Dial-ahead and talk-ahead
10.4 Global commands
10.5 Barge-in as a default
10.6 Restricting barge-in
11 Help
11.1 Context-sensitive help
11.2 Caller-selectable help
31 Section sec_11.3
Section sec_11.4
Section sec_11.5
Section sec_12
Section sec_12.1
Section sec_12.2
Section sec_12.3
11.3 Referencing help in initial prompt
11.4 Help commands
11.5 System-initiated help
12 Access to human representatives
12.1 General
12.2 Equal access
12.3 Prompting access
32 Section sec_12.4
Section sec_12.4.1
Section sec_12.4.2
Section sec_12.5
Section sec_12.6
12.4 Initiating transfer
12.5 Delays in access
12.6 Assistance from human representatives
33 Section sec_12.7
Section sec_13
Section sec_13.1
Section sec_13.2
Section sec_13.3
Section sec_13.4
Section sec_13.5
12.7 Human help not available
13 Feedback
13.1 General
13.2 Feedback to caller input
13.3 Feedback following selection of unavailable options
13.4 System response time
13.5 Appropriate context for feedback messages
34 Section sec_13.6
Section sec_13.7
Section sec_13.7.1
Section sec_13.7.2
Section sec_13.7.3
Section sec_13.7.4
Section sec_13.7.5
Section sec_13.7.5.1
13.6 Landmarks
13.7 Confirmation dialogues
35 Section sec_13.7.5.2
Section sec_13.7.5.3
Section sec_13.7.6
Section sec_13.7.7
Section sec_13.7.8
Section sec_13.7.9
Section sec_13.8
13.8 Intelligent use of confirmation rejections
36 Section sec_13.9
Section sec_13.10
Section sec_13.11
Section sec_14
Section sec_14.1
Section sec_14.2
13.9 Additional feedback in delay situations
13.10 Managing extended hold situations
13.11 Suggesting that the caller call back
14 Errors
14.1 General
14.2 Unavailability of service
37 Section sec_14.3
Section sec_14.4
Section sec_14.5
Section sec_14.6
Section sec_14.7
Section sec_14.8
14.3 Input prompt repetitions
14.4 Error message content
14.5 Two consecutive input entry errors in touchtone-based IVRs
14.6 Two or more consecutive input entry errors in speech-enabled IVRs
14.7 Handling of numerous errors
14.8 Avoiding pejorative wording in error messages
38 Section sec_14.9
Section sec_14.10
Section sec_14.11
Section sec_14.12
Section sec_14.13
Section sec_14.14
Section sec_14.15
Section sec_14.16
14.9 Critical messages
14.10 Error recovery
14.11 Disconnection messages
14.12 Exiting due to exceeding error limit
14.13 Referencing help
14.14 Error prompt wording
14.15 Cueing the caller about desired speech input
14.16 Conversational repair
39 Section sec_14.17
Section sec_14.18
14.17 Handling too much speech input
14.18 Mentioning touchtone options for speech IVRs
40 Annex sec_A
Table tab_A.1
Annex A
(informative)

Overview of the ISO 9241 series

41 Annex sec_B
Annex sec_B.1
Annex sec_B.2
Annex sec_B.2.1
Table tab_B.1
Annex B
(informative)

The role of speech recognition errors in IVR design

42 Annex sec_B.2.2
Annex sec_B.2.3
Annex sec_B.2.4
Annex sec_B.2.5
Annex sec_B.2.6
Annex sec_B.2.7
Annex sec_B.2.8
Annex sec_B.2.9
43 Annex sec_B.3
44 Reference ref_1
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Bibliography
45 Reference ref_20
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BS EN ISO 9241-154:2013
$189.07