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CEN
EN ISO 9241-154:2013

EN ISO 9241-154:2013

Current

Current

The latest, up-to-date edition.

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

Published date

13-02-2013

Publisher

Comite Europeen de Normalisation

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

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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