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

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.

Ergonomie der Mensch-System-Interaktion - Teil 154: Sprachdialogsysteme (ISO 9241-154:2013)

Dieser Teil der ISO 9241 enthält Anleitungen und Empfehlungen zur Gestaltung von Benutzungsschnittstellen von Sprachdialogsystemen. Er behandelt sowohl Sprachdialogsysteme, die das Tonwahlverfahren verwenden als auch die Systeme, die automatische Spracherkennung als Eingabeform verwenden. Er gilt gleichermaßen für Fälle, in denen der Anrufer oder das Sprachdialogsystem selbst (z. B. in einigen Fernsehmarketing-anwendungen) den Anruf initiieren.
Dieser Teil der ISO 9241 soll zusammen mit ISO/IEC 13714 angewendet werden.
ANMERKUNG   Dieser Anwendungsbereich ist daher allgemeiner als der von ISO/IEC 13714, die spezifisch für Sprachmitteilungssysteme gilt.

Ergonomie de l'interaction homme-système - Partie 154: Applications de réponse vocale interactive (RVI) (ISO 9241-154:2013)

L'ISO 9241-154:2013 présente des recommandations et des exigences relatives à la conception de l'interface utilisateur des applications de serveur vocal interactif (SVI). Elle couvre à la fois les systèmes SVI qui utilisent l'entrée de touches et ceux utilisant la reconnaissance automatisée de la parole (RAP) comme un mécanisme d'entrée. Elle est également applicable aux cas où l'appelant ou le système SVI lui-même (par exemple, dans certaines applications de télémarketing) lance l'appel. Elle est destinée à être utilisée conjointement avec l'ISO/CEI 13714.

Ergonomija medsebojnega vpliva človek-sistem - 154. del: Interaktivne aplikacije za glasovni odziv (ISO 9241-154:2013)

Ta del standarda ISO 9241 vsebuje navodila in zahteve za izdelavo uporabniškega vmesnika interaktivnih aplikacij za glasovni odziv (IVR). Zajema interaktivne sisteme za glasovni odziv s tonskim vnašanjem in sisteme, ki za vnos uporabljajo samodejno prepoznavanje govora (ASR). Enako se uporablja za primere, v katerih klic opravi klicatelj ali sam interaktivni sistem za glasovni odziv (npr. v nekaterih telemarketinških aplikacijah). Ta del standarda ISO 9241 je namenjen za uporabo skupaj s standardom ISO/IEC 13714. OPOMBA Področje uporabe tega standarda je tako bolj splošno od področja uporabe standarda ISO/IEC 13714, ki se uporablja posebej za sisteme glasovnega sporočanja.

General Information

Status
Published
Publication Date
12-Feb-2013
Current Stage
6060 - Definitive text made available (DAV) - Publishing
Due Date
13-Feb-2013
Completion Date
13-Feb-2013

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SLOVENSKI STANDARD
SIST EN ISO 9241-154:2013
01-april-2013
(UJRQRPLMDPHGVHERMQHJDYSOLYDþORYHNVLVWHPGHO,QWHUDNWLYQHDSOLNDFLMH
]DJODVRYQLRG]LY ,62

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

applications (ISO 9241-154:2013)
Ergonomie der Mensch-System-Interaktion - Teil 154: Dialogführung mittels
Sprachdialogsystemen (ISO 9241-154:2013)

Ergonomie de l'interaction homme-système - Partie 154: Applications de réponse vocale

interactive (RVI) (ISO 9241-154:2013)
Ta slovenski standard je istoveten z: EN ISO 9241-154:2013
ICS:
13.180 Ergonomija Ergonomics
35.240.99 8SRUDEQLãNHUHãLWYH,7QD IT applications in other fields
GUXJLKSRGURþMLK
SIST EN ISO 9241-154:2013 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO 9241-154:2013
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SIST EN ISO 9241-154:2013
EUROPEAN STANDARD
EN ISO 9241-154
NORME EUROPÉENNE
EUROPÄISCHE NORM
February 2013
ICS 13.180; 35.180
English Version
Ergonomics of human-system interaction - Part 154: Interactive
voice response (IVR) applications (ISO 9241-154:2013)

Ergonomie de l'interaction homme-système - Partie 154: Ergonomie der Mensch-System-Interaktion - Teil 154:

Applications de réponse vocale interactive (RVI) (ISO 9241- Dialogführung mittels Sprachdialogsystemen (ISO 9241-

154:2013) 154:2013)
This European Standard was approved by CEN on 28 December 2012.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European

Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national

standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by translation

under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management Centre has the same

status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,

Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,

Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United

Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: Avenue Marnix 17, B-1000 Brussels

© 2013 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-154:2013: E

worldwide for CEN national Members.
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SIST EN ISO 9241-154:2013
EN ISO 9241-154:2013 (E)
Contents Page

Foreword ..............................................................................................................................................................3

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SIST EN ISO 9241-154:2013
EN ISO 9241-154:2013 (E)
Foreword

This document (EN ISO 9241-154:2013) has been prepared by Technical Committee ISO/TC 159

"Ergonomics" in collaboration with Technical Committee CEN/TC 122 “Ergonomics” the secretariat of which is

held by DIN.

This European Standard shall be given the status of a national standard, either by publication of an identical

text or by endorsement, at the latest by August 2013, and conflicting national standards shall be withdrawn at

the latest by August 2013.

Attention is drawn to the possibility that some of the elements of this document may be the subject of patent

rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights.

According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following

countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech

Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece,

Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,

Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.

Endorsement notice

The text of ISO 9241-154:2013 has been approved by CEN as EN ISO 9241-154:2013 without any

modification.
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SIST EN ISO 9241-154:2013
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SIST EN ISO 9241-154:2013
INTERNATIONAL ISO
STANDARD 9241-154
First edition
2013-02-01
Ergonomics of human-system
interaction —
Part 154:
Interactive voice response (IVR)
applications
Ergonomie de l’interaction homme-système —
Partie 154: Applications de réponse vocale interactive (RVI)
Reference number
ISO 9241-154:2013(E)
ISO 2013
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SIST EN ISO 9241-154:2013
ISO 9241-154:2013(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2013

All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form

or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior

written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of

the requester.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii © ISO 2013 – All rights reserved
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SIST EN ISO 9241-154:2013
ISO 9241-154:2013(E)
Contents Page

Foreword ..........................................................................................................................................................................................................................................v

Introduction ..............................................................................................................................................................................................................................vii

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 1

3 Terms and definitions ..................................................................................................................................................................................... 1

4 Conformance ............................................................................................................................................................................................................. 7

5 Voice messaging systems ............................................................................................................................................................................. 8

6 Information input ................................................................................................................................................................................................ 8

6.1 General ........................................................................................................................................................................................................... 8

6.2 Informing text telephone users of acceptable input types ................................................................................ 8

6.3 Non-duplication of information input ................................................................................................................................ 8

6.4 Using system information to improve efficiency ....................................................................................................... 8

6.5 Changing information that has been entered ............................................................................................................... 9

7 Speech input .............................................................................................................................................................................................................. 9

7.1 Vocabulary choices for speech-enabled IVRs ............................................................................................................... 9

7.2 Phonetically distinct vocabulary in speech-enabled IVR applications ................................................... 9

7.3 State-specific grammar .................................................................................................................................................................... 9

7.4 Synonyms in grammars ................................................................................................................................................................... 9

7.5 Use of dynamic grammars ..........................................................................................................................................................10

7.6 Enrolment .................................................................................................................................................................................................10

7.7 End-pointing and turn-taking .................................................................................................................................................10

7.8 Handling time-outs for speech input ................................................................................................................................10

7.9 Speech IVRs with touchtone .....................................................................................................................................................11

8 Touchtone input .................................................................................................................................................................................................11

8.1 Indicating touchtone capability .............................................................................................................................................11

8.2 Key assignment for delimiters ................................................................................................................................................11

8.3 Pound (“#”) key in fixed length data entry ..................................................................................................................11

8.4 Handling time-outs for variable length touchtone input .................................................................................11

8.5 Key assignments for affirmative and negative responses ...............................................................................11

8.6 Key assignment for the human “help” function .......................................................................................................12

8.7 Minimization of caller key presses .....................................................................................................................................12

9 Information output .........................................................................................................................................................................................12

9.1 General provisions for prompts and announcements........................................................................................12

9.2 Construction of prompts and announcements .........................................................................................................15

10 Navigation .................................................................................................................................................................................................................19

10.1 Skip-forward function ....................................................................................................................................................................19

10.2 Dial-through and talk-through ...............................................................................................................................................19

10.3 Dial-ahead and talk-ahead .........................................................................................................................................................20

10.4 Global commands ..............................................................................................................................................................................20

10.5 Barge-in as a default ........................................................................................................................................................................20

10.6 Restricting barge-in .........................................................................................................................................................................20

11 Help .................................................................................................................................................................................................................................20

11.1 Context-sensitive help ...................................................................................................................................................................20

11.2 Caller-selectable help .....................................................................................................................................................................20

11.3 Referencing help in initial prompt ......................................................................................................................................21

11.4 Help commands ...................................................................................................................................................................................21

11.5 System-initiated help ......................................................................................................................................................................21

12 Access to human representatives .....................................................................................................................................................21

12.1 General ........................................................................................................................................................................................................21

© ISO 2013 – All rights reserved iii
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SIST EN ISO 9241-154:2013
ISO 9241-154:2013(E)

12.2 Equal access ............................................................................................................................................................................................21

12.3 Prompting access ...............................................................................................................................................................................21

12.4 Initiating transfer ...............................................................................................................................................................................22

12.5 Delays in access ...................................................................................................................................................................................22

12.6 Assistance from human representatives .......................................................................................................................22

12.7 Human help not available ...........................................................................................................................................................23

13 Feedback ....................................................................................................................................................................................................................23

13.1 General ........................................................................................................................................................................................................23

13.2 Feedback to caller input ...............................................................................................................................................................23

13.3 Feedback following selection of unavailable options .........................................................................................23

13.4 System response time ....................................................................................................................................................................23

13.5 Appropriate context for feedback messages ..............................................................................................................23

13.6 Landmarks ...............................................................................................................................................................................................24

13.7 Confirmation dialogues ................................................................................................................................................................24

13.8 Intelligent use of confirmation rejections ....................................................................................................................25

13.9 Additional feedback in delay situations .........................................................................................................................26

13.10 Managing extended hold situations ...................................................................................................................................26

13.11 Suggesting that the caller call back ....................................................................................................................................26

14 Errors ............................................................................................................................................................................................................................26

14.1 General ........................................................................................................................................................................................................26

14.2 Unavailability of service ...............................................................................................................................................................26

14.3 Input prompt repetitions ............................................................................................................................................................27

14.4 Error message content ..................................................................................................................................................................27

14.5 Two consecutive input entry errors in touchtone-based IVRs ...................................................................27

14.6 Two or more consecutive input entry errors in speech-enabled IVRs ................................................27

14.7 Handling of numerous errors ..................................................................................................................................................27

14.8 Avoiding pejorative wording in error messages .....................................................................................................27

14.9 Critical messages ................................................................................................................................................................................28

14.10 Error recovery ......................................................................................................................................................................................28

14.11 Disconnection messages ..............................................................................................................................................................28

14.12 Exiting due to exceeding error limit ..................................................................................................................................28

14.13 Referencing help .................................................................................................................................................................................28

14.14 Error prompt wording ...................................................................................................................................................................28

14.15 Cueing the caller about desired speech input ...........................................................................................................28

14.16 Conversational repair .....................................................................................................................................................................28

14.17 Handling too much speech input ..........................................................................................................................................29

14.18 Mentioning touchtone options for speech IVRs ......................................................................................................29

Annex A (informative) Overview of the ISO 9241 series ...............................................................................................................30

Annex B (informative) The role of speech recognition errors in IVR design ...........................................................31

Bibliography .............................................................................................................................................................................................................................34

iv © ISO 2013 – All rights reserved
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SIST EN ISO 9241-154:2013
ISO 9241-154:2013(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.

The main task of technical committees is to prepare International Standards. Draft International

Standards adopted by the technical committees are circulated to the member bodies for voting.

Publication as an International Standard requires approval by at least 75 % of the member bodies

casting a vote.

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights.

ISO 9241-154 was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4,

Ergonomics of human–system interaction.

ISO/TS 9241 consists of the following parts, under the general title Ergonomic requirements for office

work with visual display terminals (VDTs):
— Part 1: General introduction
— Part 2: Guidance on task requirements
— Part 5: Workstation layout and postural requirements
— Part 6: Guidance on the work environment
— Part 11: Guidance on usability
— Part 12: Presentation of information
— Part 13: User guidance
— Part 14: Menu dialogues
— Part 15: Command dialogues
— Part 16: Direct manipulation dialogues

ISO 9241 also consists of the following parts, under the general title Ergonomics of human-system interaction:

— Part 20: Accessibility guidelines for information/communication technology (ICT) equipment and services

— Part 100: Introduction to standards related to software ergonomics [Technical Report]

— Part 110: Dialogue principles
— Part 129: Guidance on software individualization
— Part 143: Forms
— Part 151: Guidance on World Wide Web user interfaces
— Part 154: Interactive voice response (IVR) applications
— Part 171: Guidance on software accessibility
© ISO 2013 – All rights reserved v
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SIST EN ISO 9241-154:2013
ISO 9241-154:2013(E)
— Part 210: Human-centred design for interactive systems
— Part 300: Introduction to electronic visual display requirements
— Part 302: Terminology for electronic visual displays
— Part 303: Requirements for electronic visual displays
— Part 304: User performance test methods for electronic visual displays
— Part 305: Optical laboratory test methods for electronic visual displays
— Part 306: Field assessment methods for electronic visual displays
— Part 307: Analysis and compliance test methods for electronic visual displays

— Part 308: Surface-conduction electron-emitter displays (SED) [Technical Report]

— Part 309: Organic light-emitting diode (OLED) displays [Technical Report]

— Part 310: Visibility, aesthetics and ergonomics of pixel defects [Technical Report]

— Part 331: Optical characteristics of autosterescopic displays [Technical Report]

— Part 391: Requirements, analysis and compliance test methods for the reduction of photosensitive seizures

— Part 400: Principles and requirements for physical input devices
— Part 410: Design criteria for physical input devices

— Part 411: Evaluation methods for the design of physical input devices [Technical Specification]

— Part 420: Selection of physical input devices
— Part 910: Framework for tactile and haptic interaction
— Part 920: Guidance on tactile and haptic interactions
The following parts are under preparation:
— Part 940: Evaluation of tactile and haptic interactions

User-interface elements, ergonomic requirements for the reduction of visual fatigue from stereoscopic

images, and framework and guidance for gesture interactions are to form the subjects of future parts

161, 392 and 960.
vi © ISO 2013 – All rights reserved
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SIST EN ISO 9241-154:2013
ISO 9241-154:2013(E)
Introduction

This part of ISO 9241 contains provisions specific to interactive voice response (IVR) systems, which

may involve a combination of voice technologies, but are distinguished by the use of the telephone as the

information transfer mechanism. These provisions assume no visual displays of information to the user

beyond the labels on the telephone’s keypad, with the notable exception of text telephones (TTYs), which

have a visual feedback display.

Although it is extremely important that IVR user interface designers take into account the cultural

and linguistic aspects of the user interface that impact the intended user population, these aspects are

beyond the scope of this part of ISO 9241 and are not addressed in this part of ISO 9241 . Similarly, because

automatic speech recognition (ASR) performs differently for different languages and the technology

continues to improve, it is beyond the scope of this document to provide detailed provisions on ASR user

interface design generally. Rather, this part of ISO 9241 focuses on the design of IVR dialogues and

discusses only those ASR user interface design issues that impact dialogue design.

Many current IVR systems pose significant accessibility challenges to callers with disabilities. Some of

the provisions in this part of ISO 9241 were developed specifically to accommodate callers with special

needs, particularly those who are deaf or who have hearing impairments.

The provisions in this document are intended to be compatible with ISO/IEC 13714.

Interactive voice response (IVR) systems became a common means of delivering customer service

in the late 1980s. These systems are designed to reduce or eliminate the need for human-in-the-loop

customer support by automating many of the functions that human customer service representatives

typically provide over the telephone with respect to processing of customer transactions. Thus, users

(i.e. callers) can now engage in such activities as checking train schedules, ordering a book or reporting

problems with their television cable service by interacting with an IVR system. In addition, IVRs often

automate call-routing functions so that the caller can be connected with the right assistance to handle

their specific request.

This part of ISO 9241 is concerned with the design of the human–IVR system dialogue and related topics.

As shown in Figure 1, callers typically interact with the IVR system thr
...

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