EN ISO 9241-154:2013
Current
The latest, up-to-date edition.
Ergonomics of human-system interaction - Part 154: Interactive voice response (IVR) applications (ISO 9241-154:2013)
13-02-2013
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
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.
| Committee |
CEN/TC 122
|
| DocumentType |
Standard
|
| PublisherName |
Comite Europeen de Normalisation
|
| Status |
Current
|
| Standards | Relationship |
| BS EN ISO 9241-154:2013 | Identical |
| UNI EN ISO 9241-154 : 2013 | Identical |
| NF EN ISO 9241-154 : 2013 | Identical |
| PN EN ISO 9241-154 : 2013 | Identical |
| UNE-EN ISO 9241-154:2013 | Identical |
| NBN EN ISO 9241-154 : 2013 | Identical |
| SN EN ISO 9241-154:2013 | Identical |
| ISO 9241-154:2013 | Identical |
| NEN EN ISO 9241-154 : 2013 | Identical |
| NS EN ISO 9241-154 : 2013 | Identical |
| I.S. EN ISO 9241-154:2013 | Identical |
| DIN EN ISO 9241-154:2013-05 | Identical |
| PNE-prEN ISO 9241-154 | 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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